Each new water service customer shall contact the District and shall furnish the legal description and address of the property upon which the water is to be used. All customers shall be billed for initiation fees and deposits, unless the deposit is waived by the District.
(Res. No. 2020-02, adopted 5/20/20)
Customer accounts shall be opened and maintained in the full name of the property owner of the property to which water service is provided, as shown on the San Diego County Assessor’s Tax Roll. Notwithstanding, a tenant or new property owner may establish an account by providing: (1) in the case of a tenant, a copy of the lease agreement and a tenant authorization form signed by the property owner; or (2) in the case of a new property owner, a copy of the purchase and sale agreement or other escrow paperwork acceptable to the District. The District may in its discretion require the property owner of record to maintain the account solely in his or her name.
(Res. No. 2020-02, adopted 5/20/20)
Unless waived by the District, a customer applying for new water service shall deposit with the District the applicable amount as set forth in Appendix A (Rates and Charges). The deposit will be charged to the customer in the initial bill issued by the District, along with the new account set up charge. The decision of the District to waive the deposit for new water service shall be based solely on the creditworthiness of the applicant as determined by the District.
(Res. No. 2020-02, adopted 5/20/20)
A one-time charge in the amount set forth in Appendix A (Rates and Charges) shall be required when establishing a new account. The charge shall be included on the initial bill issued by the District.
(Res. No. 2020-02, adopted 5/20/20)
The customer of record is responsible for the timely payment of all water service charges, including any fees, penalties, and interest. If a customer believes he or she cannot pay a bill in full by its due date and may need to request a payment arrangement, the customer should contact the District as soon as possible, but no later than the dates set forth in this Article. In addition, customers shall timely notify the District of any changes to account information, including the customer’s name, billing address, and telephone number.
A tenant residing at service address may be the customer of record on the account by providing a copy of the lease agreement and a written authorization from the property owner when establishing the account. The tenant/customer shall have primary responsibility for the payment of all bills for water service and shall pay a deposit as provided in this Article. The tenant/customer shall pay all water service charges and any fees, penalties, and interest incurred on the account. Because the property owner is jointly and severally liable for the payment of such charges, and such charges may become a lien on the property if unpaid, the property owner may receive copies of tenant/customer bills or other notice that the tenant/customer’s account is past-due.
If a tenant is the customer of record, the property owner shall be jointly and severally responsible and liable for the payment of all water service charges and any fees, penalties, and interest incurred on the account that are not timely paid by the tenant/customer of record. The District will apply any tenant deposit to any amount owed before seeking payment from the property owner. As a courtesy to the property owner, the District may agree to send copies of bills and/or past-due notices to the property owner. It is the property owner’s responsibility to notify the District of any changes in the mailing address, telephone number(s) or other contact information provided to the District. Notwithstanding, failure to receive bills or notice does not relieve the property owner of responsibility under this Code. The property owner shall contact the District at least three days prior to the tenant moving out of the property served by the District; in such event, the property owner may become the customer or record to continue water service. If the tenant/customer or the property owner fail to contact the District to terminate service or establish a new customer of record, they shall remain jointly and severally liable for all water use charges and bills incurred at the property.
(Res. No. 2020-02, adopted 5/20/20)
Meters will be read by the District bi-monthly. This will be done as nearly as practical on the same day of each month. Bills are due and payable when mailed and are delinquent if not paid within 18 days from the date of mailing. Payments can be made online, by mail, and in person at the District office. District field or service personnel are not authorized to receive payment for unpaid water bills.
(Res. No. 2020-02, adopted 5/20/20)
On final billings to close out an account, the monthly/bi-monthly demand charge shall be prorated. Customers shall be billed for said amount plus the amount of water used.
(a) 
Final Bill — Change of Tenant without Change of Ownership. A final bill will be sent to the tenant. At that time a copy of the final bill will be sent to the legal owner with a letter notifying the owner of the bills. Final bills are due 10 days from mailing date and if unpaid the owner will then be notified that payment is past due. If the final bill is unpaid, the bill, plus a processing fee, will be submitted to collection. If collection efforts are unsuccessful, the bill will be added to the next tax assessment roll and shall become a lien on the property of the owner. (Water Code Section 25806.)
(b) 
Final Bill — Change of Property Ownership. The final bill will be sent to the former owner. The final bill is due and payable 10 days from the date of mailing. If the final bill is unpaid 14 days after mailing, the balance will be transferred to any other active account in the District. If no active account exists, this bill, plus a processing fee, will be added to the next tax assessment roll and shall become a lien on other property within San Diego County owned by the former owner. If no other property exists in the County then the bill, plus a processing fee, will be submitted to collection. (Water Code Section 25806.)
(Res. No. 2020-02, adopted 5/20/20)
Should any meter in service fail to register or should the District be unable to read the meter for reasons beyond the control of the District, the amount of water used shall be estimated by the District by determining the yearly average and comparing it to the same billing period for the prior year. The customer shall be billed for the lower of the two figures.
(Res. No. 2020-02, adopted 5/20/20)
The District reserves the right to adjust any bill to correct any error that may be found. If the error is in favor of the customer, a refund or credit shall be given by the District. If the error is in favor of the District, the customer shall be billed for the deficiency. All bill adjustments are for current customers only. No adjustment shall be made for an error that occurred more than 12 months before the adjustment unless expressly approved by the Board or General Manager.
(Res. No. 2020-02, adopted 5/20/20)
Bills for residential water service shall be delinquent if payment is not received within 18 days from the date of mailing. If a bill becomes delinquent, the District shall notify the customer of record and occupants living at the service address that the service may be discontinued in accordance with the District’s Discontinuation of Water Service Policy, which is attached as Appendix C. A late payment charge as set forth in Appendix A (Rates and Charges) will be required and due at close of business 30 days from the delinquent date. The charge shall be paid, along with the water bill payment, to avoid turn-off of the water service. The District may assign a tenant’s delinquent water bill to an agency for collection, and if it does so, an additional amount shall be added to the amount due and owing based on collection company charges. The District may assign a property owner’s delinquent bill to the County to be placed on the assessment roll.
(Res. No. 2020-02, adopted 5/20/20)
Bills for non-residential water service shall be delinquent if payment is not received within 18 days from the date of mailing. If a bill becomes delinquent, the District shall provide a mailed notice to the customer of record that the service will be discontinued if not paid by the date specified in the notice. A late payment charge as set forth in Appendix A (Rates and Charges) will be required and due at close of business 30 days from the delinquent date. The charge shall be paid, along with the water bill payment, to avoid turn-off of the water service. The District may assign a delinquent water bill to an agency for collection, and if it does so, an additional amount shall be added to the amount due and owing based on collection company charges.
(Res. No. 2020-02, adopted 5/20/20)
A service charge, as set forth in Appendix A (Rates and Charges) shall be imposed and added to the amount due for any check or electronic funds transfer (EFT) that is not honored for any reason by the customer’s bank. This charge shall be in addition to any delinquent payment charge. Any returned check or EFT shall be considered nonpayment by the customer.
(Res. No. 2020-02, adopted 5/20/20)
A meter without consumption and only a monthly/bi-monthly charge will be carried for three consecutive billings of accumulated charges. In the discretion of the General Manager or his or her designee, the District may add the unpaid billings to the next tax assessment roll, which shall become a lien on the property of the owner, or may send a letter to the owner of the property stating that the charges must be paid within 15 days or the meter and service will be removed. To re-establish service at a later date, the customer shall be required to pay for a new meter installation and capacity charge.
(Res. No. 2020-02, adopted 5/20/20)
As a convenience to customers, the District may use SMS/text messaging to communicate certain accountrelated information including, but not limited to, account balance notifications, payment receipt acknowledgement, payment reminders, service outages, planned maintenance, and other account-related notifications. The District uses standard text messaging to perform these communications and does not charge customers for receiving such communications. However, standard text message charges from customer wireless providers may apply. Participation in this program is optional. Customers enrolled in the program wishing to discontinue receipt of SMS/text messages are advised to respond “STOP” to a District SMS/text message.
(Res. No. 2020-02, adopted 5/20/20)
Service that has been terminated for non-payment may be reinstated upon the payment of the deposit required by the rules of the District plus unpaid bills, delinquency charges, and the turn-on charge as set forth in Appendix A (Rates and Charges). When one parcel is served by two meters which are billed to the same customer, and both are delinquent at the same time, only one turn-on fee will be charged if full payment of all charges, penalties and deposits is made at one time. If the charges are not paid for all meters at one time, the turn-on charge will apply for each turn-on.
Water service will be turned on only during business hours of the District.
If a customer breaks or damages any locking devices or equipment to turn on his or her own water service after it has been turned off for non-payment, the District may remove the water meter. The meter will not be replaced until all water charges, penalties, fees and cost of the damage to the equipment are paid plus the water theft penalty as set forth in Appendix A (Rates and Charges), and any costs associated with the expense of removing and replacing the meter.
(Res. No. 2020-02, adopted 5/20/20)
A turn-off charge in the amount set forth in Appendix A (Rates and Charges) will be added to all bills after the service employee has gone to the property with an order for turn-off. District field or service personnel are not authorized to receive payment for unpaid water bills.
(Res. No. 2020-02, adopted 5/20/20)
A customer whose water service has been turned off for non-payment shall pay a fee as set forth in Appendix A (Rates and Charges).
(Res. No. 2020-02, adopted 5/20/20)
Residential customers may dispute or appeal a bill in the manner provided in Appendix C (Discontinuation of Water Service Policy).
(Res. No. 2020-02, adopted 5/20/20)
Any non-residential customer desiring to request an investigation concerning service or charges shown on the bill, must do so within five days after receipt of the bill. For purposes of this section, a bill shall be deemed received by a customer five days after mailing. Any such request must be in writing and filed with the District Finance Manager or his or her designee.
If the customer is dissatisfied with the decision of the General Manager, the customer shall have the right to appeal the decision to the Board of Directors by filing a written appeal within seven business days of the decision of the Finance Manager.
If such request is filed, the customer shall be notified by the District of the time and place of the meeting of the Board at which the matter will be considered. At the time and place fixed, the customer shall be given the opportunity to be heard and to present evidence to the Board. The Board shall thereafter consider the matter and make a decision.
The decision of the Board shall be final. If the Board determines the customer’s claim is not justified, the full amount owed shall be paid within three business days. If the Board determines that the customer’s complaint is valid, corrections will be made in the District office within five business days. Water service shall not be discontinued during the period that the validity or accuracy of a bill is being contested before the Finance Manager or Board of Directors.
(Res. No. 2020-02, adopted 5/20/20)
Pursuant to Section 22282.1 of the Water Code, the District may refuse service to any property if outstanding charges for services already rendered such land have not been paid within the time prescribed herein and the charges were incurred by the current owner or tenant of the current owner.
(Res. No. 2020-02, adopted 5/20/20)
Charges that are unpaid and delinquent charges shall be added to, and become part of, the annual assessment levied on land within the District in accordance with Sections 25806 and 26651 of the Water Code. A 10% penalty will be added to all uncollected bills at the time of submitting uncollected bills to the Tax Collector for collection.
(Res. No. 2020-02, adopted 5/20/20)
Deposits paid to the District by the customer shall be refunded upon closure of the account, provided that all outstanding bills have been paid. The District will automatically issue a check for refunds of $5.00 or more upon closure of the account; refunds for lesser amounts may be requested by the customer within one year. If a customer does not process a refund check or claim an amount due within the applicable time period provided by law, such amounts may become property of the District in accordance with Government Code Section 50050, et seq.
(Res. No. 2020-02, adopted 5/20/20)
Pursuant to the Bankruptcy Act (P.L. 95-598), the District shall not alter, refuse or discontinue service to, or discriminate against, a customer, or a trustee of a customer, solely on the basis that a debt owed by the customer to the District for service rendered before the order for relief was not paid when due. It shall be the responsibility of the customer to supply the District with a copy of any applicable order for relief. The District shall discontinue service if neither the customer, nor the trustee, within 20 days after the date of the order for relief, furnishes adequate assurance of payment in the form of a deposit for service after such date. As used herein, “adequate assurance of payment” shall mean a cash deposit in an amount equal to the highest of the last six billings rendered to the customer, or for the customer’s property if customer has not occupied the property for that period of time, prior to the order for relief. As used herein, “order for relief” shall have the same meaning as given to it in the Bankruptcy Act. The commencement of a voluntary case under the Bankruptcy Act shall constitute an order for relief. Such deposit shall be refunded as provided in this Article. Service may be discontinued in accordance with the rules of the District upon nonpayment for service rendered after the order of relief.
(Res. No. 2020-02, adopted 5/20/20)
It is the customer’s responsibility to notify the District of any extraordinary conditions in which a disruption in service or a change in water chemistry could be life-threatening to or post a serious threat to the health and safety of, a resident of the premises. The District will endeavor to work with the customer in good faith concerning the issue(s) identified. Notwithstanding, this section shall not be construed to obligate the District to take, or refrain from taking, any lawful action that is within the District’s discretion at any time.
(Res. No. 2020-02, adopted 5/20/20)
California Water Code Section 375, et seq. authorizes the District to adopt and enforce a comprehensive water conservation program. Additionally, California Water Code Section 350, et seq., authorizes the District to declare an emergency condition and implement water rationing and restrictive water use regulations in a water shortage emergency. Upon adoption of either of such ordinances under the California Water Code, the General Manager or his/her designee is authorized to implement the provisions of these ordinances.
(Res. No. 2020-02, adopted 5/20/20)
Customers are responsible for all actual water use on the property, including leaks. This includes a responsibility to maintain household plumbing and irrigation systems on the property such that any leaks are detected and repaired in a timely manner and reduce the risk of usage due to leaks. Notwithstanding, customers may request a water leak adjustment as provided in this section.
The General Manager or his/her designee is authorized in their discretion to make adjustments to variable water charges for a billing period in which water leak occurred due to a broken pipe and/or plumbing fixture that caused exceptionally high water consumption compared to consumption history for the property during the same billing period over the previous 36 months. Only unusual consumption at or above the Tier III billing rate may qualify for a water leak adjustment.
Adjustments will be determined using the following criteria:
(a) 
The customer must be the current customer of record and not have received an adjustment at the same property under this section in the past 36 months.
(b) 
Customers shall have all leaks promptly repaired prior to requesting a leak adjustment. District staff will verify repair of all leaks prior to adjustment being approved.
(c) 
A District Leak Adjustment Request Form shall be properly completed by the customer and submitted to the District with required documentation within 25 days of the statement date of the bill issued after the leak was discovered. Leak adjustments will not be considered on bills less than $200.00.
(d) 
A maximum of three consecutive billing periods will be considered for an adjustment.
(e) 
The value of the adjustment will be determined by applying the Tier II water rate to all excess usage above the property average during the affected billing period(s) that were charged at a higher rate.
(f) 
Adjustments will be provided as a credit on the account. No refunds will be given.
(g) 
No adjustments will be given if the District determines excessive water flow was caused by the customer’s negligence or non-responsiveness to warning signals such as higher water/electric bills, leak notifications, visible water, or other factors that should have made a customer reasonably aware of the existence of a broken pipe and/or plumbing fixture.
(h) 
No adjustments will be given if a third party is responsible for water loss at the customer’s property and can be pursued for reimbursement by the customer.
(i) 
No adjustments will be given due to the resetting or malfunction of irrigation timers at the customer’s property, whether intentional or not.
(j) 
The District is not responsible for any leak due to lack of notification, and no adjustment will be given for this reason. It is the customer’s responsibility to investigate leaks and/or excessive water use.
The determination of whether an adjustment will be granted shall be made at the sole discretion of the General Manager or his or her designee; the determination will be final and is not subject to appeal. In making the determination, the District may take into account the cause of the water leak, the customer’s opportunity, if any, to detect it, any negligence or fault of the customer in connection therewith, the promptness with which the water loss was discovered, stopped and repairs made, and the other criteria stated in this section.
(Res. No. 2020-02, adopted 5/20/20)