The Virgin Islands Public Services Commission (PSC) is aware that billing issues and disputes with the Virgin Islands Water and Power Authority (WAPA) have increased significantly. Concerns have been raised about the accuracy of bills and the sharp increases in the amounts billed. To assist ratepayers with these issues, the procedure for challenging a bill is outlined below:
Steps to Dispute a WAPA Bill:
- Submit a Request to WAPA
To dispute a bill, submit a request for correction or review to WAPA, allowing them the opportunity to address your concerns. You can file a complaint with WAPA through the following channels:
o In-person:
▪ Port of Sale Mall (Havensight), St. Thomas
▪ The Marketplace, St. John
▪ Sunny Isles Annex, St. Croix
o Online: customer.service@viwapa.vi
o By phone: 773-2250 or 774-3552 (Option 5)
- Pay the Average of Past Bills During the Review
Customers are still responsible for keeping their accounts current while the investigation is being conducted. While your complaint is being investigated, to avoid disconnection you must continue to pay the average of your previous bills.
- Keep Records of Your Complaint
The Public Services Commission encourages you to maintain detailed records of your complaint, including bills, emails, letters or any communications with WAPA. Interactions must be in writing to the Government of the United States Virgin Islands Public Services Commission
P.O. Box 40 St. Thomas, VI 00804
1003 Estate Ross Suite 4, St.
Thomas, VI, 00802
776-1291
Estate Carlton Suite 1 and 2
Frederiksted, St. Croix, VI, 00820
P.O. Box 7360 Christiansted, VI 00823
Estate Carlton Suite 1 and 2 Frederiksted,
St. Croix, VI, 00840
(340) 778-6010
Take notes, including the name of the person you spoke with, the date and time, and the key points discussed.
- WAPA’s Response Timeline
WAPA has 30 days to address your complaint. If after 30 days you are unsatisfied with their response or the issue remains unresolved, you may escalate your complaint to the PSC.
Filing a Complaint with the Public Services Commission.
If your issue with WAPA remains unresolved or you are not satisfied with the response, you can file a complaint with the PSC through any of the following ways:
- In-person:
o St. Thomas: 1003 Estate Ross (Barbel Plaza) Suite 4, St. Thomas, VI, 00802
o St. Croix: Estate Carlton Suite 1 & 2, Frederiksted, St. Croix, VI, 00840
- Online: Complete the Complaint Form on PSC website psc.vi.gov and submit it to
- By phone:
o St. Thomas: 776-1291
o St. Croix: 778-6010
We are committed to assisting ratepayers with concerns regarding all the utilities we regulate.
For further information or assistance, contact the Virgin Islands Public Services Commission at 776-1291 (STT) or 778-6010 (STX) or email at psc.info@psc.vi.gov
For recent news releases, more information on the PSC or easy access to information on utility issues visit the website at www.psc.vi.gov. Like the Facebook page at www.facebook.com/VIPSC1965
