A water bill dispute arises when a customer alleges that their water usage is incorrect and/or that the amount charged is incorrect for the amount of water used.
A. Meter Reading Presumed Correct: A water bill that does not show use in excess of two thousand (2,000) gallons over the previous month will be presumed correct if the meter is found to be operating, no reading mistakes are found and the rate calculation for the amount of water used is correct.
B. Evaluation Of High Reading: A water bill that shows use in excess of two thousand (2,000) gallons over the previous month will be evaluated by checking the meter for reading mistakes and leaks, and checking the billing register for data entry and calculation errors. The customer will be notified of the findings and adjustments, if any, to the bill.
C. Customer Request For Meter Testing:
1. A customer who is not satisfied with the findings made by the public works department can request that the meter be tested for a correct register. In the presence of the customer, the public works department will first test the meter in the ground with a testing devise used for that purpose.
2. If the customer is not satisfied with those findings, the customer can request that the meter be tested by a lab which performs such tests.
3. If the result of the lab test shows that the meter registers correct or in favor of the customer, then the customer will pay the prevailing lab costs and the disputed water bill and the cost of removing and reinstalling the meter at the prevailing rate.
4. If the result of the lab test shows that the meter registers incorrect (reads high), then the customer will not be charged for the lab costs and will receive a percentage credit on the disputed water bill as well as a like percentage credit on each bill paid since the start of the then current fiscal year. The percentage credit will be the percentage amount the meter test reads high, for example: if the meter reads high by two percent (2%), then the water portion of the bill will be adjusted by two percent (2%).
5. The public works department will give an estimate of cost so the customer can decide on proceeding with meter test.
D. Billing In Arrearage: No meter will be checked or tested if a customer's current bill carries an arrears from a previous billing period. The amount in arrears must be paid before a billing dispute will be considered for the current period. (5-3-2001)