Town of Gilbert's Final Water Meter Audit Report Now Available and Next Steps

Gilbert, Ariz.- The Town of Gilbert thanks residents and business owners for their patience and engagement throughout the independent review of the Town's utility billing and Advanced Metering Infrastructure (AMI) systems.

This audit was initiated in response to concerns raised by the community and reflects the Town's commitment to transparency, accountability, and ensuring customers are billed accurately and fairly.

To provide an independent assessment, the Town retained Kimley-Horn to conduct a comprehensive review of utility billing operations, water metering infrastructure, and related business practices. For more than six months, the audit team reviewed more than 93,000 utility accounts, six years of billing data, millions of utility transactions, and hundreds of physical water meters and meter radios.

"When our community raised concerns, we listened and took action. This audit reflects our commitment to earning your trust," said Mayor Scott Anderson. "We appreciate the patience and understanding that you have shown throughout this process. We remain committed to reviewing every impacted account, implementing improvements where needed, and keeping residents informed every step of the way," he added.

Audit Findings

The audit found no systemic issues with Gilbert's utility billing system or water meter infrastructure.

The review confirmed that approximately 99.5% of utility consumption transactions were calculated correctly and that the Town's metering system is operating as intended. Testing also found that approximately 99% of meter radios were functioning properly.

While the audit identified a small number of account abnormalities requiring further review, those accounts represent less than 3% of all utility accounts reviewed over the six-year audit period.

During the review period:

• Approximately 381 residential accounts were identified as potentially overbilled
• Approximately 941 residential accounts were identified as potentially underbilled
• No non-residential accounts were identified as overbilled.

The audit also identified opportunities to strengthen operational procedures, data management practices, and internal processes. The Town has already begun implementing improvements in these areas.

What Happens Next

While the audit is complete, the work is not.

Each potentially impacted account will be individually reviewed and validated before any credit, adjustment, or other action is taken. Because every situation is unique, this process will take time and is expected to continue over the coming months.

Customers whose accounts require action will receive direct communication from the Town through multiple channels, including phone, email, mail, and customer portal notifications.

If you are not contacted by the Town regarding the audit, your account was not identified as impacted and no action is required at this time.

Returning to Normal Operations

Utility disconnections have remained paused throughout the audit process while staff focused on reviewing findings and validating customer impacts.

As account reviews progress, the Town will begin transitioning back to normal billing and collection practices later this year. Customers will receive advance notice and multiple reminders before standard collection procedures resume.

For customers who may need assistance, Gilbert offers flexible payment plans and several utility assistance programs. Customer Service staff are available to work directly with customers to identify solutions that fit their individual circumstances.

Contact Gilbert's Customer Service team by calling (480) 503-6800 Monday through Thursday, 7:00 AM to 6:00 PM, or by emailing [email protected]. You may also visit us in person at 90 E. Civic Center Drive.

Staying Informed

The Town remains committed to keeping residents informed throughout every phase of this process.

The full audit report, frequently asked questions, project updates, and future announcements are available at: gilbertaz.gov/UtilityUpdates.

Additional updates will be provided as account reviews continue and implementation of operational improvements moves forward.