The Hi-Desert Water District is responsible for maintaining all water lines up to and including the customer check valve. Beyond the check valve, the customer is responsible for all maintenance and the water that flows into their system. The district does not assume any responsibility for water usage beyond the customer's check valve. This policy provides a process to consider relief to customers who experience a water leak or above-normal consumption as a result of a leak.
(Res. 20-23)
The following process shall be followed when a customer contacts account is identified as above-normal water usage.
A. 
Reread Meter. A work order shall be generated by staff to verify the meter reading and check for leaks. There shall be no charge to the customer for this service. If the second reading proves the initial reading to be incorrect, then an adjustment shall be made accordingly to the customer's account. No further action is required.
B. 
Notify Customer. In the event the second read confirms the consumption is accurate, district staff will, by phone call or a door hanger, notify the customer of the high consumption and possibility of a leak, offering the opportunity to participate in the household water awareness program.
C. 
Household Water Awareness Program. The household water awareness program models the practices established by the California Urban Water Conservation Council. A district field service representative visits the customer's property to perform comprehensive water audits. Both indoor and outdoor audits are performed including leak detection, flow rates of all water fixtures, identification of devices that could be replaced with more efficient models, and an evaluation of the irrigation systems and landscaped area. Customers are shown how to proactively detect leaks. Information is left with the customer on practical water conservation techniques and desert landscape tips best suited to our environment. This program includes residential, multifamily residential, commercial, industrial, and institutional customers.
Only customers that participate in the free household audit program may be eligible for consideration of a leak adjustment.
D. 
Nonresidential Adjustment on Sewer Fees Due to Water Leaks. Nonresidential customer includes commercial, public entities, irrigation, multifamily, and parks. Nonresidential customer's sewer fee is based on water consumption, which also affects its sewer fees. If a nonresidential customer has an outside leak, where the leak is not going directly to the plant, a 100 percent one-time credit adjustment on the increased sewer fees will be provided by the district. If a nonresidential customer has an inside leak, where the leak is going directly to the treatment plant, a 50 percent one-time credit adjustment on the increased sewer fees will be provided by the district. For any recurring outside or inside leak, please refer to subsection (E) of this section, Conclusion – Adjustments.
E. 
Conclusion – Adjustments. Once the water audit is complete, an adjustment of no greater than 25 percent of the water usage may be approved by the department supervisor. Adjustments may only be given one time on an account, unless otherwise approved by the general manager or board of directors if:
1. 
The cause of excessive consumption is a result of a leak that the customer was unaware of and the customer can show proof of repair.
2. 
If the district has contacted the account holder regarding a leak and action was delayed, the account is not eligible for an adjustment.
(Res. 20-23)
A record of all adjustments shall be maintained by customer service/billing. The customer service supervisor will provide a report on all adjustment over $500.00 to the general manager to be included in the next regular board meeting.
(Res. 20-23)