(A) Meter disconnections. Disconnection procedure will begin ten days after the due date of April 1 until November 1. After this, the due date will be November 2 until March 31, 14 days. The days and hours of disconnection are Monday through Thursday from 8 a.m. to 3 p.m.
(B) Prohibited disconnections.
(1) Medical. If a customer provides the utility office with a medical statement from a licensed physician which states that disconnection would be a serious and immediate threat to health and safety of a designated person in the household of the customer, postponement of disconnection shall be continued for ten days or upon the provision of an additional medical statement.
(2) Hardship. If financial hardship is the reason for his or her inability to pay the full amount and:
(a) If the customer agrees to pay reasonable portion of the bill (no less than $10);
(b) Agrees to pay the remainder of the outstanding bill within three months (in equal monthly payments);
(c) Agrees to pay all undisputed future bills as they come due;
(d) Provided a similar agreement with the utility office has not been made with this utility in the past 12 months; and
(e) Provided that the above agreement shall be in writing by the utility office, signed by the customer and a representative of the utility.
(3) Default. Any person who defaults on this agreement must present his or her case to the Common Council at a regular Council meeting and must have full Council approval in order to regain services. Any charges or alterations to this agreement must be presented to the Council at a regular Council meeting and will be considered on an individual basis.
(C) Personal policy on disconnections. Upon disconnecting a customer, the utility employee will:
(1) Identify himself or herself to the customer or any responsible person on the premises;
(2) State the purpose of his or her presence;
(3) Give the customer information as to the reason for disconnection;
(4) If the customer is not home, the employee will leave a notice of disconnection and the reason thereof;
(5) The employee will not accept any money from the customer for payment of the bill; and
(6) The employee at all times will maintain a proper attitude. The employee’s role will be to inform the customer of the disconnection and to perform such. A discussion of the virtues of this policy is not in the scope of the role of the employee.
(D) Involuntary disconnections without prior notice (immediate). Immediate involuntary disconnections without prior notice may occur when:
(1) Dangerous conditions exist or there are hazards to life, physical safety, or property;
(2) By order of the court or other public authority; or
(3) If fraudulent or unauthorized use of gas or water is detected and the utility has reasonable grounds to believe the customer is responsible.
(2003 Code, § 13.12.034) (Ord. passed 7-8-1991)