(A) A user may complain at any time about a utility service bill, or any other matter pertaining to utility service and may request a conference thereon. These complaints may be made in person, in writing, or by completing a form available from the Utility Billing Department. A complaint shall be considered filed upon receipt by the Utility Billing Department, except mailed complaints shall be considered filed as of the postmark date. In making a complaint or request for conference, the user shall state at a minimum: name, service address, and the general nature of the complaint.
(B) Upon receiving each such complaint or request for conference, the Utility Billing Department shall promptly, thoroughly, and completely investigate the complaint. The Utility Billing Department shall provide its findings and proposed determination to the Water Department. The Water Department shall notify the user in writing of the results of its disposition of the complaint and, if requested, confer with the user.
(Ord. 7-C-85, passed 5-14-85; Am. Ord. 15-C-16, passed 8-30-16)