(A) The city will allow every customer at least 19 days from the date a bill was mailed to pay for utility services. The city will not discontinue service for nonpayment of a delinquent account unless the city first gives notice of the delinquency and impending discontinuance at least 15 days before the proposed discontinuance, by means of a notice mailed, postage prepaid, to the customer to whom the service is billed. The ten-day period will commence five days after the termination notice is mailed. The city will make a reasonable attempt to contact an adult person residing at the premises of the utility customer by telephone or personal contact at least seven days before any utility service is terminated. Whenever telephone or personal contact cannot be accomplished, the city will make a good faith effort to leave a notice of imminent discontinuation of residential service and a copy of this Policy in a conspicuous place at the service address at least 48 hours before discontinuance.
(B) The city will make available to its customers who are 65 years of age or older, or who are dependent adults as defined in Cal. Welfare and Institutions Code § 15610(b)(1), a third-party notification service. Should the customers designate a third-party, the city will attempt to notify a person designated by the customer to receive notification when the customer's account is past due and subject to discontinuance. The notification will include information on what is required to prevent discontinuance of service. The residential customer must make a written request for third-party notification on a form provided by the city, and include the written consent of the designated third party. The third-party notification does not obligate the third party to pay the overdue charges nor prevent or delay service termination.
(C) Every termination notice must include all of the following information:
(1) The name and address of the customer whose account is delinquent.
(2) The amount of the delinquency.
(3) The date by which payment or arrangements for payment is required in order to avoid discontinuance.
(4) The procedure by which the customer may initiate a complaint or request an investigation concerning service or charges.
(5) The procedure by which the customer can petition for bill review and appeal.
(6) The procedure by which the customer may request a deferred, reduced, or alternative payment schedule, including an amortization of the delinquent charges.
(7) The procedure for the customer to obtain information on the availability of financial assistance, including private, local, state, or federal sources, if applicable.
(8) The telephone number where the customer may request a payment arrangement or receive additional information from the city.
(D) No termination of utility service may occur without compliance with this section. Any service wrongfully discontinued must be restored without charge for the restoration of a service and a notation of the restoration must be mailed to the customer at his or her billing address.
(Ord. 1023, passed 2-1-99; Am. Ord. 1071, passed 7-21-03; Am. Ord. 1290, passed 2-19-20)