Should a customer have a complaint with regard to water service, the district rules, regulations, resolutions, or ordinances, or dispute the accuracy of a bill for water service or other charges, for any reason whatsoever, the customer has the right to meet with the general manager, or his designee, to discuss the dispute and present any evidence the customer has to support their position.
(Ord. 73 § 11.01, 2002; Ord. 88 § 2 (Exh. A), 2020)
If the customer is unable to resolve a dispute with the general manager or otherwise wishes to submit a formal complaint, the customer may submit a complaint in writing, along with a full and detailed explanation, within 15 days of mailing of the disputed bill. A timely dispute or complaint shall be reviewed by the general manager or his or her designee, who shall provide a written determination to the customer. The review will include consideration of whether the customer may receive an extension, amortization or other payment arrangement.
While an investigation of a disputed bill is being conducted, the customer will be required to pay an amount equal to a typical bill for that length of time.
(Ord. 73 § 11.02, 2002; Ord. 88 § 2 (Exh. A), 2020)
Any customer whose timely dispute or complaint resulted in an adverse determination may appeal the determination to the board of directors by filing a written appeal with the board secretary within 10 business days of mailing of the district's initial determination. Upon receiving the appeal, the board secretary will set the matter to be heard at an upcoming board meeting and mail the customer written notice of the time and place of the meeting at least 10 days before the meeting. The customer may appear before the board to present the complaint and any evidence in support of his/her position and ask for a decision by the board.
(Ord. 73 § 11.03, 2002; Ord. 88 § 2 (Exh. A), 2020)
The board shall act promptly to resolve the dispute, but may delay a resolution of the dispute to a future meeting in order to investigate or receive special reports related to the dispute.
(Ord. 73 § 11.04, 2002; Ord. 88 § 2 (Exh. A), 2020)
The decision of the board of directors shall be final. Should the board not render a decision within 60 days of application to the board, this failure to act shall be deemed a denial of the requested action, unless the board has agreed to extend the resolution period.
(Ord. 73 § 11.06, 2002; Ord. 88 § 2 (Exh. A), 2020)
If a customer disputes the water bill or exercises their right to appeal, the district will not disconnect water service for nonpayment while the dispute or appeal is pending.
(Ord. 73 § 11.07, 2002; Ord. 88 § 2 (Exh. A), 2020)
If a meter tested at the request of a customer is found to be in excess of the district's tolerance, the excess charges for the time service was rendered the customer requesting the test, or for a period of six months, whichever shall be the lesser, shall be refunded to the customer.
(Ord. 73 § 11.09, 2002; Ord. 88 § 2 (Exh. A), 2020)
If a meter tested at the request of a customer is found to be less than the district's tolerance, the district may bill the customer for the amount of the undercharge based upon corrected meter readings for the period, not exceeding six months, that the meter was in use.
(Ord. 73 § 11.10, 2002; Ord. 88 § 2 (Exh. A), 2020)
If a meter is found to be nonregistering, the charges for service shall be based on the estimated consumption. Such estimates shall be made from previous consumption for a comparable period or by such other method as is determined by the district, and its decision shall be final.
(Ord. 73 § 11.11, 2002; Ord. 88 § 2 (Exh. A), 2020)