(A) The procedure for customer disputes shall be as follows:
(1) Before the date of termination, the customer shall notify the City Finance Officer orally or in writing that the customer disputes all or a part of the amount shown on the municipal utility bill or the determination that a violation of this section has occurred giving rights to a termination stating as completely as possible the basis for the dispute;
(2) If the Finance Officer determines that the present dispute is untimely or invalid pursuant to § 50.04, the Finance Officer shall notify the customer and proceed as if the customer had not notified the municipal utility of the dispute;
(3) If the Finance Officer determines that the present dispute is not untimely or invalid pursuant to § 50.04 within three days after the receipt of the customer’s notice, the Finance Officer shall arrange an informal meeting between the customer and the Finance Officer;
(4) Based upon the municipal utility’s records, the customers allegations, and all other relevant materials available to the official, the Finance Officer shall resolve the dispute, attempting to do so in a manner satisfactory to both the municipal utility and the customer;
(5) Within five days after the meeting, the Finance Officer shall notify the customer by telephone and mail to the customer a copy of the Finance Officer’s decision resolving the dispute;
(6) Within five days of receipt of the notice, the customer may request, in writing, a formal hearing before the City Council;
(7) The formal hearing of the City Council shall be held no later than at the next regularly scheduled City Council meeting;
(8) At the hearing, the City Council and the customer shall be entitled to present all evidence that is, in the Council’s view, relevant and material to the dispute, be represented by counsel, and examine and cross-examine witnesses. A tape recording of the hearing shall be maintained; and
(9) Based upon the record established at the hearing, the Council shall, within five days of the completion of the hearing, issue its written decision formally resolving the dispute, which decision shall be final and binding upon the municipal utility and the customer.
(B) Utilization of this dispute procedure shall not relieve a customer of his or her obligation to timely and completely pay all other undisputed municipal utility charges and the undisputed portions of any amounts subject to the present dispute. Failure to so pay shall subject the customer to termination.
(Ord. 308, passed 11-5-2013)