13.12.052 Customer Dispute:
A. At any time before the date of termination of water service for nonpayment of the amount shown on a water, sewer, garbage, ambulance, and stormwater bill, or a notice of termination, a customer may dispute the correctness of all or part of the amount shown in accordance with the provisions of this section. A customer shall not be entitled to dispute the correctness of all or part of the amount if all or part of the amount was the subject of a previous dispute under this section.
B. The procedure for customer disputes shall be as follows:
1. Before the date of termination, the customer shall notify the Finance Department in writing, that he disputes all or part of the amount shown on a water, sewer, garbage, ambulance, and stormwater bill or a notice of termination, stating as completely as possible the basis for the dispute.
2. If the Finance Department determines that the present dispute is untimely or that the customer previously disputed the correctness of all or part of the amount shown, the Finance Department shall mail to the customer a notice stating that the present dispute is untimely or invalid. The City shall then proceed as if the customer had not notified the City of the present dispute.
3. If the City determines that the present dispute is not untimely or invalid under this section, the City, within three (3) days after receipt of the customer’s notice, shall arrange an informal meeting between the customer and the Finance Department.
4. Based on the City’s records, the customer’s allegations and all other relevant materials available to the Finance Department, the Finance Department shall resolve the dispute, attempting to do so in a manner satisfactory to both the City and the customer.
5. Within five (5) days of completion of the meeting, the Finance Department shall mail to the customer a copy of its decision resolving the dispute.
6. The decision shall be final and binding on the customer.
C. Utilization of this dispute procedure shall not relieve a customer of his obligation to timely and completely pay all other undisputed charges and/or installments and surcharges, and the undisputed portion of the amount which is the subject of the present dispute. Notwithstanding this section, failure to timely and completely pay all such undisputed amounts shall subject the customer to termination of water service in accordance with the provisions of this chapter.
D. Until the date of the Finance Department’s decision the City shall not terminate the water service of this customer and shall not issue a notice of termination to him solely for nonpayment of the disputed amount. If it is determined that the customer must pay some or all of the disputed amount, the City shall promptly mail to, or personally serve upon, the customer a notice of termination, which shall contain the following:
1. The amount to be paid.
2. The date of the notice of termination.
3. The date of termination, which shall be at least ten (10) days after the date of the notice of termination is issued.
4. Notice that unless the City receives complete payment of the past due amount shown prior to the date of termination, water service shall be terminated.
5. An informational telephone number. (Ord. 3042, 12/12/23; Ord. 2558, 4/27/10; Ord. 2545, 1/12/10; Ord. 1027, 1981)