(A) Customer may complain to the town at any time prior to disconnection about any bill, security deposit, disconnection notice, or any other matter relating to its service, and may request a conference thereon. Such complaints must be made in person, in writing, or by telephone. A complaint will be considered registered upon receipt by the town. In making a complaint and/or request for conference or hearing, the customer must state at a minimum, his or her name, service address, telephone number, account number and the general nature of his or her complaint.
(B) Prior to any disconnection of service for reason requiring notice including non-payment of services, the customer will receive a notice regarding potential disconnection of service informing the customer of the following:
(1) The fact that the account is past due;
(2) The amount due including a late charge;
(3) A time and date by which the amount must be paid;
(4) A notice that the water service will be disconnected after the set date unless the customer requests a hearing prior to that date.
(C) Each customer has a right to a hearing prior to the discontinuance of service. The customer must, However, request a hearing in writing, in person at the Town Hall, or by calling the office. The request must be received by the town no later than 12:00 p.m. on the date set forth in the notice. If the customer fails to timely request a hearing, the customer will be deemed to have irrevocably waived that right to a hearing, and absent exceptional circumstances, the customer's right to contest the termination of the customer's service, the customer's right to a hearing or the notice provided of the termination is deemed forever waived. If a hearing is timely requested, the town Clerk-Treasurer or such other person appointed by the town shall conduct the hearing. The hearing shall be held within ten days of the customer's timely request for a hearing. The town will notify the customer of the date and time for the hearing either personally, by telephone at the number provided when the customer set up the account or by United States mail at the account address. At such hearing, the customer and the town shall each have the right to present such evidence or witnesses as is pertinent to the issue, may be represented by counsel, and may examine or cross-examine witnesses. Formal rules of evidence shall not apply. The hearing officer shall promptly make his or her findings and shall enter his or her order accordingly. The customer will be informed of the hearing officer's findings by telephone at the number provided when the account was set up. Unless otherwise ordered by the hearing officer, water service shall be discontinued the day after the date that the order of discontinuance is communicated by the hearing officer to the customer. Extension of the date of discontinuance may be granted by the hearing officer to enable the customer to make arrangements for payment or other good cause shown. If the customer's water service is disconnected, the customer will be required to pay the past due amount stated above, plus any additional charges, plus a reconnection fee of $50 before service will be restored within 24 hours.
(Ord. 2012-9, passed 11-5-12)