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CITY OF ______________ POLICY REGARDING ADJUSTMENTS
TO UTILITY BILLS
1. Policy and Purpose. It is the policy
of the City of ________ to make adjustments to customer utility bills where said
adjustment is necessary to correct billing errors, to correct errors due to
equipment failure, or to fairly apply the rates and rules of the utility. The
purpose of this policy is to improve customer service by enabling staff to
quickly and accurately respond to customer requests for adjustments to utility
bills rather than waiting for the matter to come before the City Council and
also setting forth the situations where adjustments will and will not be
considered.
2. Responsibility. A panel made up of the
public works coordinator, the city clerk-treasurer and the billing clerk shall
determine the amount, if any, of the adjustment to be made. The city
clerk-treasurer or designee shall receive requests and notify the customer of
the determination.
3. Adjustments Allowed. Staff is authorized to
make adjustments to utility bills, without City Council action, in the following
cases: Billing Errors: Where an error has occurred that results in an inaccurate
utility bill being sent to a customer, staff shall correct the error as soon as
discovered, whether by the customer or by staff. These adjustments include data
recording and entry errors as well as meter failures if tested and found to be
inaccurate. Late Fees: Where a customer incurs late fees and requests an
adjustment, staff may reduce or remove the late fee based on the customer’s
circumstances and payment history. Sanitary Sewer: Where a customer experiences
extraordinary water consumption during a billing period due to break in customer
owned plumbing, equipment malfunction, etc. and said water did not enter the
sanitary sewer system, staff may adjust the sanitary sewer charge to an amount
that is more typical of that customer’s normal usage. When an adjustment is
made, a credit for the amount of the adjustment, including any sales tax shall
be made to the customer’s account. When a customer makes a written request for
an adjustment, the amount under consideration for adjustment shall not be
payable until a determination on the adjustment is made. All other amounts not
in dispute shall be due according to utility rules. When a customer pays an
amount that is later adjusted, the credit shall remain on the account. No cash
refunds shall be made for adjustments unless the account has been or is
subsequently closed and a credit balance remains.
4. Adjustments Not Allowed. The City will
not consider adjustments for the following situations:
Water. Adjustments to water charges where a
customer experiences extraordinary water consumption during a billing period due
to a break in customer owned plumbing, equipment malfunction, etc. Sanitary
Sewer. Adjustments to sanitary sewer charges for customers who claim normal
outdoor water usage (i.e. lawn or garden sprinkling, car washing, filling
swimming pools, etc.) where the water used did not enter the sanitary sewer
system.
5. Requests for Adjustments. The city
clerk treasurer or designee may require the request to be in writing. Written
requests shall state the name of the account holder, service address, contact
information, and the reason for the requested adjustment. The customer shall
provide all information requested by the City and deemed necessary to make a
determination on the request.
6. Response. The utility shall respond to
the written request for adjustment within ten (10) business days after receiving
from the customer all the information necessary to make a determination on the
request.
7. Reporting. The city clerk-treasurer
shall provide a quarterly report to the City Council on adjustments made under
this policy exceeding one hundred dollars ($100).
8. Appeals. Customers who disagree with
the determination of staff regarding their requested adjustments may appeal to
the City Council. Said appeal must be in writing and shall be scheduled to be
heard at the meeting immediately after receipt of the written appeal.
Effective Date. This policy shall become
effective immediately upon approval of the City Council.
This policy was adopted by the __________ City
Council this day , 2009.
_____________, Mayor ATTEST:
____________, City Clerk-Treasurer |