(A) Murray Municipal Utilities (MMU) shall provide a hearing process to the customer for the purpose of avoiding the discontinuance of service, restoring service which has been discontinued, or for other service related complaints which the customer believes he or she has against the utility. City Code Chapter 134, Municipal Appeals Board, sets forth the hearing and appeals process required for due process to customers and can be accessed through the city's website. Explanation of the process is a part of the rules and regulations of MMU and shall be provided to the customer. If the customer fails to receive or has lost his or her copy of the rules and regulations, both the utility and the second notice shall instruct him or her as to how to obtain information pertaining to his or her right to due process. MMU shall document in writing that the hearing process has been explained to the customer and that the rules and regulations have been provided and the date provided.
(B) Utility customers may make complaints at Murray Municipal Utilities office in City Hall, in person, by telephone or in writing. If the complaint is in person or by telephone, Murray Municipal Utilities shall document date, time, nature of the complaint and the person making the complaint and facilitate a prompt and complete investigation of the complaint and advise the customer of the findings. A letter documenting the investigation of the complaint and the outcome shall be sent to the customer with a copy maintained in the office of MMU. The customer always has the option to take his or her complaint before the city Appeals Board.
(C) Murray Municipal Utilities shall keep a record of all written complaints which shall consist of the customer's name, address, date, nature and disposition of the complaint. Such records shall be maintained according to the records management policy of the city. It is the customer's responsibility to maintain a current address on file with MMU. Failure of notice due to the customer's failure to maintain a current address shall result in no liability for the city.
(D) For complaints regarding the bill or billing, the customer must make his or her initial complaint or request at least two (2) days prior to the due date of the bill and must be available for any discussion at a time mutually agreeable with the city representative(s).
(E) If the written, telephone or in person complaint is not resolved, Murray Municipal Utilities shall provide written notice of the customer's right to initiate and to utilize the city's municipal appeals process for seeking due process of law. MMU shall provide the customer with a copy of the Municipal Appeals Board Ordinance 134. The notice shall be mailed via first class mail to the last designated address on file. (See City Code Chapter 134, Municipal Appeals Board, a copy of which shall be available in the Office of City Clerk in Murray City Hall.)
(F) The appeals process outlined in the Municipal Appeals Board Ordinance Chapter 134 shall be followed for any hearing required. The customer or his or her representative must be available for the hearing. The decision of the Municipal Appeals Board shall be final. Documentation of the outcome of the appeal shall be maintained according to the city's record's management policy.
(Ord. 2022-1836, passed 12-8-22)