Subject to the provisions of subsection 13.04.060F1 of this chapter, any person who is unable to resolve a dispute with a City utility concerning a matter addressed in this chapter may obtain informal review of the dispute by a designated employee within the Department of Finance and Administration. Such employee shall investigate the dispute, make an attempt to resolve it, and inform both the City utility and the customer of his/her findings within five (5) business days from receipt of the informal review request. The Department of Finance and Administration shall in all cases inform the customer of his/her right to petition the Hearing Officer for a formal review of the dispute, and shall make available to the customer a standardized complaint form with instructions. While an account holder is proceeding with an informal or a formal review of a dispute, no termination of service shall be permitted, provided any amounts not disputed are paid when due. (Ord. 19-05)