(A) Adjustments may be made to bills only under the following conditions:
(1) On a concealed leak in the customer’s piping, an adjustment may be made upon receipt of a statement from a licensed plumber that the leak has been repaired;
(2) On a concealed leak in the customer’s piping, an adjustment may be made upon receipt of a signed statement from the property owner or his or her legal representative that the repair has been made and meets or exceeds the plumbing codes of the town;
(3) Upon inspection by Utilities Department personnel that find the problem corrected; and
(4) Under other circumstances, such as theft of services, where the evidence indicates to the Town Manager that an adjustment is the appropriate answer to the situation.
(B) When Utility Department personnel discover that a leak exists, and the owner is notified of the same, the owner shall take immediate steps within seven days to correct the situation. Undue delay by the owner shall cause forfeiture of the benefits of adjustments. If the leak is of a severity as to possibly cause property damage or to endanger the water system, the Utility Department will immediately turn off the water without further notice.
(C) The Town Manager shall have the authority to grant an adjustment on concealed water leaks to the customer’s annual average monthly water usage along with an adjustment up to 100% of the excessive sewer usage unless the concealed usage entered the sewer system
(D) If a water and/or sewer user believes a bill to be in error, the user shall present a claim, in person or in writing, at the Customer Service Department office before the bill becomes delinquent. Such claims, if made after the bill has become delinquent, shall not be effective to prevent discontinuance of service as provided in this section. The user may pay such bill under protest and payment under protest shall not prejudice his or her claim. The Town Manager may authorize corrections for billing errors.
(E) Customers who pay a sewer bill may be granted an adjustment to their sewer bills for filling their pool. Customers must present in writing to the Customer Service Department a request to have their sewer bill adjusted for filling their pool. The customer should make every attempt to read his or her meter prior to and after filling their pool. The customer may also request the meter technician read his or her meter. If the customer fills their pool without meter readings he or she must present the dimensions of the pool so that an accurate adjustment to sewer may be calculated
(F) In extreme cases of personal hardship verified by the Town Manager, a delay of up to 120 days of the payment date of the water bill may be granted. Such a delay may be granted no more than one time per year and may be granted only by the Town Manager. All other bills during that period of time shall be due and payable in accordance with this section.
(G) The Town Manager or the Director of Public Utilities shall make adjustments on bills for water usages requested or directed by the town to minimize or eliminate operational problems.
(H) The Town Manager shall be the final reviewing authority for all appeals.
(I) The leak must be a concealed leak. Leaking or running commodes, faulty treatment systems (water softeners), faucets inside or outside, exposed piping, outdoor showers, hose bibs, water fountains, dishwashers and the like normally shall not necessarily be considered concealed leaks.
(J) The record owner of property to which water service is supplied shall be responsible for the repair, maintenance or replacement of any leaks occurring in the owner’s system without regard to whether the property is occupied by the owner, a tenant or is unoccupied. Each owner shall be responsible for a tenant’s use of plumbing fixtures, pipes and other water using equipment located on the owner’s property.
(K) If the seal of a meter is broken by other than a town representative or if the meter fails to register correctly or is stopped for any cause, the consumer shall pay an amount estimated from the record of his or her previous bill and/or from other proper data. This division (K) in no way prohibits the town from applying any penalties listed under § 51.015 for meter tampering if there is evidence that it has occurred.
(Ord. passed 5-3-2011; Ord. passed 9-11-2014)