§ 51.037  COMPLAINTS; ADJUSTMENTS.
   (A)   (1)   It is the policy of the town to discontinue utility service to customers by reason of nonpayment of bills. The town’s water bill shall state:
         (a)   The due date and telephone number of the person in charge of billing, clearly visible and easily readable;
         (b)   All bills are due and payable on or before the date set forth on the bill; and
         (c)   If any bill is not paid by or before that date, service is subject for immediate disconnection.
      (2)   Any customer disputing the correctness of his, her or its bill has the right to a hearing at which time he or she may present, orally or in writing, his or her complaint and contentions to the person in charge of utility billing. This person shall be authorized to order that the customer’s service not be discontinued, and shall have the authority to make a final determination of the customer’s complaint. If not satisfied, the customer may appeal to the Board of Commissioners at the next scheduled meeting.
      (3)   The person in charge of utility billing shall be authorized to establish a payment plan for excessively large bills due to water lost to known or unknown causes. The term of the repayment shall not exceed six months, and the monthly repayment amount shall not be less than the customer’s normal bill.
      (4)    When it becomes necessary for the town to discontinue utility service to a customer for nonpayment of bills, service will be reinstated only after all bills for service then due have been paid along with the penalty charge. All provisions of this division shall apply to any past due bill not paid by 5:00 p.m. of the last business day before the cut-off day.
   (B)   If the seal of a meter is broken by other than the town’s representative, or if the meter fails to register correctly, or is stopped by any cause, the consumer shall pay an amount estimated from the record of his or her previous bills and/or from other proper data.
   (C)   The person in charge of utility billing, when bill is either unpaid or was paid under protest and not resolved, may reduce the amount of a bill for water lost to know or unknown causes as follows.
      (1)   Water charge adjustment.  The base usage shall be determined by the average of the gallon usages within the year. If adequate history is not available to determine the customer’s base usage as indicated, the best available information shall be used. To qualify for an adjustment, the usage in question must be at least 10,000 gallons, or twice the average consumption. The total gallons used will be subtracted from the average usage to provide the wasted amount. The wasted amount will be charged an amount set by the town.
      (2)   Sewer charge adjustment.
         (a)   Calculated same as water adjustments;
         (b)   The timing of the water loss discovery may cover two billing periods; therefore, an adjustment may be made for two consecutive billing periods.
      (3)   Limitation on adjustment.  Only one adjustment for an account shall be made during any fiscal year.
(Prior Code, § 50.62)  (Amended - - )