A. The Finance Director or designee is empowered to resolve utility billing disputes upon receipt of a request to do so from a City utility customer. Utility bill adjustment requests are required to be submitted in writing to the City’s Utility Billing Department for review by the Finance Director or designee. Upon receipt of such notice from the customer, the Finance Director or designee shall review the bill with the customer to determine if the amount is justly owed. The customer shall have the right to a meeting to bring forth reasons and evidence why such bill or portion of said bill should not be due and owing.

B. The maintenance and repair of the water service pipe on the customer side of the water meter setter is the responsibility of the owner of the premises being served. The maintenance and repair of the sanitary sewer service pipe from the connection to the City’s sewer main to the premises is the responsibility of the owner of the premises being served. The owner shall keep said water and sewer service pipes in good working order.

C. In the case of a leak in the water service pipe, the owner may be entitled to an adjustment of their water/sewer utility bill upon written request by the customer. Any adjustment shall be made subject to the City’s Utility Leak Adjustment Policy as adopted by resolution of the City Council. (Ord. 3042, 12/12/23; Ord. 3006, 6/28/22)