NYC DEP Customer Service — practical guide for residents and property managers

How to contact DEP efficiently

The fastest entry point for any New York City Department of Environmental Protection (DEP) issue is 311 (or outside NYC call (212) 639‑9675). For DEP-specific forms, permits and published reports use the agency web portal at https://www.nyc.gov/dep. The DEP headquarters and primary customer service center is located at 59‑17 Junction Boulevard, Flushing, NY 11373 for in‑person visits or mailed correspondence; however most transactions are routed through 311 or the online portals.

When you call or submit an online request, include the important identifiers up front: your DEP account number, property borough-block-lot (BBL), service address, and meter number if available. Supplying these four items reduces handle time and avoids repeat callbacks — expect well‑prepared customer service staff to verify identity and account ownership before discussing financial or account‑specific details.

Billing, payments and dispute resolution

New York City water and sewer bills are issued on a regular schedule (commonly quarterly) and reflect meter readings, estimates, or adjustments. Accepted payment channels include the DEP/City online portal (search “pay water bill NYC” on nyc.gov), automated bank draft (ACH), credit/debit card payments, mailed checks, and in‑person payment centers administered by the City’s Department of Finance. If you pay by credit card expect third‑party convenience fees in some cases; always confirm the fee amount before finalizing online transactions.

If you believe a bill is wrong, start by requesting a meter re‑read or a leak investigation through 311 or the DEP website and retain copies of all communications. DEP customer service supports payment arrangements for delinquent balances — typical plans range from 3 to 12 months depending on account balance and household hardship — and offers referral to low‑income assistance programs such as federally funded aid (e.g., LIHWAP) administered locally. If resolution is not reached, escalate to a written appeal with DEP’s billing unit and, if necessary, request a formal review or hearing; keep dates, representative names, and case reference numbers for every step.

Water quality, testing and lead service line issues

DEP publishes an annual Consumer Confidence Report (CCR) and posts water quality data and sampling results on its website; search “NYC DEP Consumer Confidence Report” to retrieve the latest report (for example, the 2023 CCR was published in spring 2024). For tap testing requests (bacterial, lead, or other contaminants), DEP explains sampling protocols online and can provide guidance about proper sample collection and certified labs. If you have acute concerns — discolored water, strong odor, or taste changes — report them immediately via 311 and take photos or short videos to document the issue.

Lead service line identification and replacement is a multi‑step process coordinated by DEP. Customers can request an inspection or parcel‑level lead inventory lookup; if a lead service connection is confirmed, DEP will detail responsibilities for the public portion of the line and explain options for private side replacement. DEP has programs to prioritize replacement for vulnerable households and may provide financial assistance or contractor referrals; always get a written scope and timeline before any work begins and confirm contractor licensing, insurance and DEP paperwork.

Field services: leaks, main breaks, meters and emergency response

DEP and the City respond to emergencies such as main breaks and major leaks as a priority — report these through 311 with a clear location, landmark and whether there is active street flooding or property flooding. For suspected interior leaks or high indoor consumption, request a household leak inspection and a meter reading; customers are encouraged to take a photo of the meter reading at the start and end of suspected leak events to assist troubleshooting.

Routine requests — meter swap/repair, non‑urgent leak verification, or permit inspections — are typically scheduled within business windows; emergency repairs are handled immediately when there is an imminent public safety or infrastructure threat. If a DEP field crew visits, obtain the worker’s name, agency ID and a job ticket number; DEP will use that ticket to update status via 311 or the online portal.

What to prepare before contacting DEP (high‑value checklist)

• Account number and property address (Borough‑Block‑Lot if available) — speeds identification and reduces call time.
• Meter number and recent meter photos (date‑stamped if possible) — essential for consumption disputes or leak verification.
• Copy of the bill in question (PDF or photo), last paid date, and amounts — required for billing dispute tracking.
• Dates/times of events (e.g., when discoloration started, when you first noticed a leak) and any contractor/repair receipts — helps prioritize response and eligibility for adjustments.

Common service pathways and typical timelines

• Emergency main break or active flooding: immediate response; field crew arrival can be within hours depending on location and severity.
• Meter re‑read or leak investigation: typically scheduled within 3–10 business days for non‑emergencies; times vary by demand and season.
• Billing appeals and payment plan setup: initial resolution attempt within 10–30 business days; expect written confirmation and monthly statements during plans.

For authoritative forms, up‑to‑date program descriptions and to file or track requests online, use https://www.nyc.gov/dep or open a 311 service request through the NYC 311 app. Keep careful documentation of all interactions — dates, names, and reference numbers — as that is the single most effective way to achieve timely resolution when dealing with utility customer service at scale.

How do I dispute my DEP water bill in NYC?

Customers can do so by submitting a customer dispute form, by letter, email or using their My DEP Account. You are advised to pay all water and wastewater charges during the dispute resolution process. Interest will continue to accrue until all charges are paid in full.

How do I pay my NYC DEP bill?

Customers can pay their bill over the phone by calling 866-622-8292. This automated payment service allows customers to pay their bill quickly and efficiently by using a checking account, credit card, or debit card.* Customers can pay their bill over the phone at no cost by using their checking or savings account.

What is the number for NYC Customer Service?

Dial 311 from anywhere in the five boroughs. Dial 212-NEW-YORK (212-639-9675) if you’re: Not in New York City. Using a Voice over Internet Protocol (VoIP) provider.

What is the phone number for NYC assistance?

311
Call 311 or 212-NEW-YORK (212-639-9675) for help.

How do I contact NYC DEP?

For water and sewer billing inquiries and dispute resolution processes, call 718-595-7000 or Email Customer Service.

What is the NY DEP fee?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview The New York deposit (DEP) fee refers to the 5-cent deposit required by the state’s Returnable Container Act (also known as the Bottle Bill) on carbonated soft drinks, beer, other malt beverages, mineral water, and water. You pay this fee when you buy these beverages in specific glass, metal, or plastic containers and receive the money back when you return the empty container for recycling.  What is the fee for?

• The fee is a deposit, not a tax. 
• It serves as an incentive for consumers to return bottles and cans for proper recycling and disposal. 

What beverages are included? 

• Carbonated soft drinks (soda)
• Beer and other malt beverages
• Mineral water, soda water, and water (without sugar)
• Wine coolers

What containers are included? 

• Glass, metal, and plastic containers
• Containers holding less than one gallon

How do you get your deposit back?

• Return the empty containers to a retail store or a designated redemption center. 
• You will receive your 5-cent deposit for each eligible container you return. 

AI responses may include mistakes. Learn moreGet Your Money Back – NYSDECWhat is the Act? New York’s Returnable Container Act requires at least a 5 cent deposit on carbonated soft drinks, beer and other …New York State Department of Environmental ConservationNew York’s Bottle Bill – NYSDECNew York State Department of Environmental Conservation(function(){
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