1. The
need to adjust a utility bill may be evident by a
customer complaint of excessive billing or evidence of
leakage on the customer side of the meter. To qualify
for a leak adjustment, the water usage must be at
least 1500 cubic feet and 100 percent above the
average monthly usage. Average monthly usage is
defined as the average normal consumption for the
prior three months.
2. It is
the customer’s responsibility to keep his plumbing
system in good working order.
3. Only
one leak adjustment per customer per year (12 months
of the customer’s payment history) is allowed.
4. The
Utility will first determine that the meter is read
properly. If an investigation of the meter and meter
records establishes that the meter was misread or that
there was a failure of utility equipment, a new bill
will be issued using an estimated reading based on an
average of the past 12 months billings for this
period. There will be no penalty assessed in the
event the adjustment procedure delays payment past the
penalty date.
5. If an
investigation of the meter and meter record
establishes that the meter was properly read and that
there was no failure of utility equipment, the bill
will remain valid and payable.
6. If the
customer questions the accuracy of the meter, he may
pay the utility bill in question plus a testing
deposit at a rate to be set by the Commissioners from
time to time. The Utility will remove the meter and
ship it to the manufacturer or have a recognized meter
testing company test the meter on site. The Utility
will pay all costs associated with the testing of the
meter.
If the meter proves to be accurate within guideline
established for used meters by the American Water
Works Association (AWWA), it is deemed to be
accurate. If the meter tests accurate, the customer
forfeits the meter testing deposit. If the meter does
not meet AWWA accuracy standards, the Utility shall
refund the meter testing deposit to the customer and
repair or replace the meter.
7. If an
adjustment of the customer’s bill is warranted, the
amount of the bill will be determined based on an
average for the billing period for the last 12 months
billing plus one-half of the overage. The Utility
shall collect the average water bill and 50 percent of
the excess water charges.
8. To be
adjusted, the leak must be readily evident to a
reasonable person (such as leaks that are underground,
within walls, or under floors) or the leak must occur
while occupants are away from the premises.
9. Adjustments
on water bills will NOT be made on the following:
a. Routine
dripping faucets, leaking commodes, or any type of
faulty customer plumbing;
b. Premises
left or abandoned without reasonable care for the
plumbing system;
c. More
than one occurrence per customer year;
d. Filling
of swimming pools; and
e. Watering
of lawns or gardens.
10. The
Utility shall not be obligated to make adjustments of
any bills not contested within ninety (90) days from
the billing date. An adjustment can only be made on
the billing for a one month period. In the event the
leak extends into a second billing period, the higher
bill of the two months can be adjusted.
11. The
Utility shall be under no obligation to extend the
discount or due date or the time for paying the bills
because the customer disputes the amount of the bill.
12. All
requests for billing adjustments must be received by
phone, in writing or in person at the Utility business
office during regular business hours. A written form
must be completed for each adjustment stating the
necessary information about the leak and verifying the
leak repair. Form letters are furnished by the
Utility.
The manager or his designee shall file a written
report of the customer billing adjustment and the
action of the staff regarding the adjustment.
