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(a) A water customer who has a complaint or question concerning their bill shall have the opportunity to review the problem with representatives of either or both the Public Works Department or the Finance Department. Such review shall normally occur during regular business hours and shall unless otherwise indicated by the City follow submittal of a written request for the review. The Directors of Public Works and Finance shall establish administrative policies as necessary to implement the intent of this section.
(b) Adjustments in the opening and closing dates of an account shall not be made unless approved by the Public Works Director or the Director of Finance. With respect to opening dates, the date on the application shall control unless otherwise approved.
(c) Adjustments to correct an error in the billing may be made by either the Public Works Director or the Director of Finance. Allowable adjustments in this category include, but are not limited to, incorrect meter reading(s), inaccurate meter(s) and miscalculation. In making such adjustments, the City may consider the usage within previous billing periods and other factors as deemed appropriate to evaluate the amount of the adjustment.
(d) Adjustments may be made by the Public Works Directors the Director of Finance on a once per life of an account basis where there is an unusually high water usage due to either unexplained causes or a leak within the customer's property. In the event of the latter case, the leak must be corrected prior to any adjustment. To qualify, the applicant's water usage must be more than twice the reasonably expected bill for the period involved as evaluated by the City. Any adjustment shall be in accordance with administrative or guidelines developed by the City.
(Ord. 1516-NS, eff. June 5, 2009)