(a) 
Utility bill payments.
Utility bill payments may be made by cash, check, money order, credit or debit card, online bill pay, auto-draft of bank account, credit or debit card. No two-party checks will be accepted. No payroll checks will be cashed through the utility department. All returned checks, returned ACH notifications, or reversal of payment by payer will be assessed a returned check fee as established by appendix A to this Code, as it exists or is amended, for administrative costs. Only cash, a cashier's check, money order, credit or debit card will be accepted for payment after three returned payments have been received by the town over a one-year period, using the date of the last returned payment.
(b) 
Request for new service.
A request for new service must be accompanied by a completed service application. A service initiation fee is required for each meter per service address as established by appendix A to this Code, as it exists or is amended. Reasonable efforts will be made to connect utility service by the end of the same business day for applications received by 12:00 p.m. Otherwise, all reasonable efforts will be made to connect service by the end of the following business day. Except as otherwise provided herein, service initiation fees are nonrefundable.
(c) 
Meter rereads.
A customer may request a reread of their water meter. A water meter reading charge, as established by appendix A to this Code, as it exists or is amended, shall be charged on the next month's water bill if the reading is determined to be correct. No water meter reading charge will be assessed if the town determines that the original reading was incorrect.
(d) 
Transfer of service from one service address to another.
A customer moving from one active service address to another within the town may have their service transferred with completion of a transfer application and knowledge of a transfer fee as established by appendix A to this Code, as it exists or is amended. The transfer fee will be charged on the next month's water bill. An additional service initiation fee shall not be assessed.
(e) 
Transfer of service to person at same dwelling.
A customer, having no balance owed on their town utility account, may transfer their account to another person, living at the same dwelling, by sending a letter or e-mail, dated and signed by the original applicant who initiated the account, requesting said transfer. The letter or e-mail must include the service address, effective date of change, and signature. The transferee must provide their name, driver's license number and state of issuance, and date of birth. The transferee's driver's license address must match the service address. No fee shall be charged for this transaction.
(f) 
Prosecution for tampering or bypassing.
The town shall prosecute persons who tamper with or bypass a water meter that has been turned off and/or locked. Tampering with or bypassing a meter shall be prosecuted in accordance with the Texas Code of Criminal Procedure and/or the Texas Penal Code, both as amended.
(g) 
Adjustments in utility billing.
Any improper reduction of a water bill as shown by a meter or other reduction in a utility bill is unlawful and is prohibited, unless such reduction is made in accordance with the specific provisions of this article. Any officer or employee of the town reducing any bill, except in accordance with this article, shall be personally responsible for the reduction in the bill, and shall be disciplined in accordance with town policy, up to and including termination of employment with the town.
(a) 
Any customer of the town may request a correction of any water bill from the town once in 24 months for water usage because of a loss of water through an excusable defect (hereinafter defined) in the customer's water line for a period not to exceed two consecutive months, by written application with the Utility Billing Department, by mailing, e-mailing or delivering the same to the Department within 30 days of the repair of the excusable defect. Shutting off the water does not qualify as a repair.
(b) 
Such application shall contain the following matters and such other information as the utility official may require:
(1) 
The name of the applicant, the address or description of the property or premises furnished water, the bill which is sought to be corrected, the date of the bill and the period of water usage covered thereby.
(2) 
A statement of the date on which the excusable defect in the applicant's water line was discovered, and the date on which it was repaired; and a statement that water was lost after it passed through the town water meter serving such property and that such water was not used in any manner by anyone.
(3) 
The application shall show whether or not there have been any additional water appliances or fixtures, swimming pools, or hot tubs placed in use on the applicant's premises during the period covered by such bill.
(4) 
A statement that the applicant is personally familiar with all of the matters of facts stated in the application and sworn to therein, that they are made on his personal knowledge and that they are each true and correct.
(5) 
The customer shall execute a statement setting forth an understanding that the application is a government record subject to criminal prosecution for false statements under the Texas Penal Code and shall state that the applicant certifies that the application contains no false statements.
(c) 
Documentation of the repair shall be submitted detailing the exact nature and date of repair(s) to the applicant's water line.
(d) 
As used in this article the term "excusable defect" shall mean a rupture or leakage of the customer's underground water lines from the meter to the foundation and/or under the foundation as may be caused by freezing weather, settlement, corrosion, wear or accident. The term does not apply to defective or out-of-repair faucets (inside or outside), internal wall plumbing, sprinkler systems, sprinkler heads, sprinkler lines, sprinkler solenoids, swimming pools, auto-fill pool equipment, toilets, toilet flappers, any outdoor fixture/accessory such as an outdoor kitchen.
(e) 
Upon receipt of a properly completed application, the utility billing official shall review such application, and if he/she approves the same as being in compliance with this article, the applicant's bill shall be recalculated. A determination by the utility billing official of the amount of an adjustment to be made in an applicant's water bill in accordance with the provisions of this article shall be final.
(f) 
The applicant's average water usage will be based on the previous nine (9) months. If the applicant has not been a customer for a sufficient length of time to make such determination, the utility billing official will use the electronic meter reading system to determine actual loss as described by the applicant during a specific time frame. This average water usage so determined will hereafter be referred to as "average usage."
(g) 
From the total water consumption shown on the bill submitted for correction, the average usage will be deducted. The resulting figure will hereafter be referred to as "excess usage." The excess usage will be considered consumption beyond the average usage, and charged at the rate of one-half of the regular rate for consumption beyond the average usage (for customers in the applicant's rate classification) will be applied to the excess usage and this will determine the amount the applicant must pay for the excess usage. The regular rate for customers in the applicant's rate classification will be applied to the average usage and this amount will be added to the amount due for the excess usage, and the total of those two amounts will be the sum that the applicant must pay for water usage during the period covered by the adjusted bill.
(h) 
A bill shall be paid in full by its due date while the utility billing official reviews an application for adjustment. Any adjustment due to the customer will be credited to customer's active account or refunded if the account had been ended prior to a final determination.
(i) 
No adjustment shall be given for $5.00 or less.
(a) 
Any customer who receives a water bill for any given month that is computed on the basis of a quantity greater than 300 percent of the average monthly quantity (hereinafter defined) applicable to such customer, may request an adjustment of the bill in the manner provided in this article; provided, that for any given customer, only one such monthly bill out of any series of 24 consecutive monthly bills may be adjusted.
(b) 
In order to request such an adjustment, the customer shall file an application for the adjustment on a form furnished by the utility official. The application form shall contain a statement setting forth an understanding that the application is a government record subject to criminal prosecution for false statements under the Texas Penal Code, as amended, and the customer shall state that the application contains no false statements. The application shall identify the bill and briefly state:
(1) 
The reasons for the request for the adjustment;
(2) 
A description of the additional water appliances or fixtures, swimming pools, or hot tubs, if any that have been placed in use by the customer during the current month or the preceding 12 months;
(3) 
That there have been no plumbing repairs or necessity therefor during the month for which an adjustment is sought or that the nature of any plumbing defects would not explain the additional usage; and
(4) 
Such other information as the application may require.
(c) 
A customer shall submit any supporting documentation of information that would assist the utility billing official with making a determination.
(d) 
The average monthly quantity applicable to a customer means the average quantity for water service to the same premises during the 12 months immediately preceding the month for which the adjustment is sought. If a customer has not been at the premises for 12 months, the application will be held for an additional three billing cycles so that the utility billing official can determine customer's "normal" usage pattern. The average of those three months will be used to determine if an adjustment can be made.
(e) 
Upon receiving such application, the utility billing official shall make an investigation to determine if an error was made, which investigation shall include, among other things, an inspection of the customer's water meter and review of the customer's billing record. If the initial investigation reveals a billing or meter error, the utility billing official shall make an adjustment to correct the error. If the investigation does not reveal an error, the utility billing official may make such further investigation, as the utility billing official deems advisable, and shall give full consideration to the statements contained in the customer's application. The utility billing official will consider new landscaping, irrigation systems, winter rye grass, abnormally lush landscaping, holiday visitors, new swimming pools or hot tubs, and other new water appliances or fixtures as indications of and contributors to high water use.
(f) 
If the utility billing official concludes that, in all reasonable probability, the customer was charged for more water than the customer consumed during the month in question, but is unable to actually account for such unusual quantity, the utility billing official shall re-compute the bill using the average monthly quantity applicable to the customer.
(g) 
A customer will be responsible for the normal rate of charge equal to the customer's classification using the average consumption plus 50 percent of the overage. A determination by the utility official made in accordance with the provisions of this article shall be final.
(h) 
The customer will be required to pay half of the bill prior to the due date or make a payment arrangement with the utility billing official.
The rates and charges set forth in this article shall be mailed or e-mailed by the town and shall be due and payable by the customers of the water, sanitary sewer and garbage collection system on the tenth day of each month after the billing cycle. In the event the tenth day is a holiday recognized by the town or a weekend, the rates and charges shall be due and payable on the first business day following said holiday or weekend.
(1) 
Should the amount due on the tenth day of the month after the billing cycle not be paid in full, a ten percent penalty of the most current balance shall be added to the amount past due. If customer has shown a strong payment history for one year and requests, the Utility Billing Department shall extend a customer courtesy to remove the penalty charge. This is allowed no more than once every 24 months.
(2) 
The town will issue a past due notice ten days thereafter if payment has not been made by the due date, which will also serve as a notice of possible service termination. The customer is subject to service discontinuation on the tenth day after the notice has been issued. The town is not required to send additional notices other than the past due notice in order to be authorized to discontinue service.
(3) 
Should service be discontinued to a customer and the amount past due and delinquent is paid thereafter, such service may be resumed. There shall be additional charges collected as provided in the fee schedule found in appendix A to this Code for reconnection to the water/wastewater/garbage services.
(4) 
Any customer wishing to discontinue services must give notice thereof to the town. Charges will continue to be entered until such notice has been given or three billing cycles have yielded no response from the customer. If there has been no contact with the Utility Billing Department for three billing cycles, service may be automatically terminated.
(5) 
Utility service may be disconnected after notice for the following reasons or as referenced in the V.T.C.A. Administrative Code, title 30, part 1, chapter 291, subchapter E, rule 291.87:
(A) 
Failure to pay a delinquent account for utility service;
(B) 
Failure to comply with the terms of a deferred payment agreement; or
(C) 
Payment by check which has been rejected for insufficient funds, closed account, stop payment, or customer reverses auto payment.
(6) 
Field workers are not obligated to accept payment of the bill when they are at the customer's location to disconnect services.
Customers who request to commence, transfer or terminate any residential or commercial account for utility service within a billing cycle shall be billed based on a pro rata basis. The calculation method shall consist of taking the applicable minimum service charge for both water and wastewater services then charging only the portion that is represented by the chart below:
Number of days of service
Percent of Minimum Service Charge Billed
1—10 days
40%
11—20 days
70%
21—billing cycle date
100%
Residential only customers who are receiving town wastewater (sewer) services shall be billed according to their winter water consumption average. Water consumption billed in December, January and February shall be averaged to calculate sewer charges beginning in March and ending in February the following year.
(1) 
Customers who are not billed in December, January and February will not have a winter average. Therefore, those customers shall be billed according to water consumed each billing cycle capping at 10,000 gallons until a winter average is established or service is terminated.
(2) 
Customers who have a winter average and transfer from one active account to another account with town services will retain their original winter average until new data is collected.
(3) 
A reasonable adjustment can be made to the sewer bill if a water leak can be documented during the winter average data collection period. Request of winter averaging must be completed by June 1 following the data collection period and be delivered to the Utility Billing Department for review. If actual water loss can be calculated the consumption shall be adjusted accordingly. If not, the prior year average can be used, if available, at the discretion of the utility billing official.
Any customer may dispute their utility bill. It is the customer's responsibility to advise the Utility Billing Department that a bill is being disputed by written notice. This notice can be mailed or brought to the Utility Billing Department in person during normal business hours.
(1) 
A payment equal to the customer's average (preceding 12-month) monthly usage at current rates must be made by the due date stated on the bill being disputed. Where no previous usage history exists, consumption for calculating the average monthly usage will be estimated on the basis of usage levels of similar customers under similar conditions as determined by the utility billing official.
(2) 
The payment must be received by the Utility Billing Department prior to the date of proposed discontinuance for a customer to avoid discontinuance of service. Notwithstanding any other section of this article, a utility customer's service may not be subject to discontinuance for nonpayment of that portion of a bill under dispute pending the completion of determination of the dispute. The customer is obligated to pay any billings not disputed.
(3) 
If the customer is registered for auto debit through their bank or credit card it is the responsibility of the customer to remove this payment authorization prior to the Utility Billing Department beginning their payment process which can be a few days prior to the due date. The Utility Billing Department shall not draft partial payments and shall only draft the full amount of the bill.
(4) 
The written dispute notice will be reviewed by the utility billing official within ten days of receipt of such. The utility billing official will make recommendation(s) for settlement and present them to the Finance Director.
(5) 
The Finance Director will make a determination within 20 days of receiving the utility billing official's recommendation(s) and written notification will be sent to the customer within 30 days of the original dispute notice.
(6) 
If a customer does not agree with the decision, the customer has the right to appeal. The customer can do so by contacting the Town Manager directly. The Town Manager shall render a final, nonappealable decision.
(a) 
Senior citizen account holders who qualify are entitled to receive a credit for storm drainage charges and the first 2,000 gallons of water included as part of the minimum bill for an indoor residential account. Eligibility requirements are as follows:
(1) 
Must be listed as the account holder on residential only property.
(2) 
Must be age 65 or older.
(3) 
Must provide proof of age with a valid United States or state ID.
(4) 
Must not be receiving the senior affordability rate on any other town account.
(5) 
Must complete and sign the application.
(b) 
Late payment penalties shall be waived for any account holder who qualifies and is entitled to such. An applicant must complete an application and present adequate proof that the customer is either: (1) at least age 65 and the recipient of social security or other bona fide retirement benefits; or (2) totally disabled. The applicant must provide documentation, such as a letter from social security, veterans affairs, or any other governmental agency clearly declaring the account holder to be disabled. Bank statements, AARP membership card, Medicare card, document(s) with a social security number, or similar documentation will not be accepted as proof.
(Ordinance 15-15, adopted 3/24/2015)
(a) 
Late payment penalties and disconnections.
Notwithstanding any provision in this article to the contrary, during the pendency of the coronavirus public health emergency declared by the Governor of the State of Texas, and effective May 1, 2021, the town shall charge late payment fees or penalties, and further, may terminate service to any utility customer (either residential or commercial) when an outstanding balance reaches an amount equal to two months' worth of monthly single-family residential utility billings in the previous (rolling) 12-month period. Monthly single-family residential utility billings shall be determined as follows: the Town-wide average monthly billing amount for single-family residential water and wastewater services, plus the standard single-family residential garbage service fee and the standard single-family residential drainage fee, with all amounts as determined by the town in its sole discretion.
(b) 
Coronavirus disaster economic relief fund.
(1) 
Purpose.
The town hereby authorizes up to $25,000.00 in reductions in monthly single-family residential utility billings for town residents who are eligible and qualify for such reductions pursuant to the terms of this section.
(2) 
Determination of amount of monthly single-family residential utility billings eligible for reduction.
Town utility account holders are eligible to receive up to two months' worth of monthly single-family residential utility billings reduction in any 12-month period. Monthly single-family residential utility billings shall be determined as follows: the town-wide average monthly billing amount for single-family residential water and wastewater services, plus the standard single-family residential garbage service fee and the standard single-family residential drainage fee, with all amounts as determined by the town in its sole discretion.
(3) 
Determination of eligibility for reduction.
The town may utilize a partner agency to assist in determining eligibility for any reduction, and the Town Manager is authorized to enter into an agreement or memorandum of understanding with such partner agency. The partner agency shall utilize objective criteria in determining eligibility for any reduction, but shall consider both financial hardship and the ability of a utility account holder to afford to pay all or part of his or her monthly utility billing, utilizing such criteria as the partner agency determines to be appropriate under the circumstances, without regard to age, race, sex, marital status, disability, religious affiliation or any other legally protected status. Besides determining eligibility for any reduction, the partner agency shall promptly make a recommendation to the town of any proposed amount of such reduction, never to exceed the monthly amount determined in accordance with subsection (b), above. The town may accept, deny or modify the recommendation from the partner agency. If accepted, the town shall credit the account holder the amount of any such reduction suggested by the partner agency and approved by the town.
(4) 
Expiration of fund.
The coronavirus disaster economic relief fund shall expire on May 1, 2021, without further action by the town.
(Ordinance 2020-34, adopted 4/28/2020; Ordinance 2021-09, § 2, adopted 2/9/2021)