In those situations where a customer has not been issued a disconnection notice, but the customer disputes a utility service invoice or portion thereof, or the manner in which the utility service is being provided to their premises as a result of staff error, city equipment malfunction or the like, and the customer's concerns have not been resolved to the customer's satisfaction by the city staff, such customer may file a written request with the city on a form provided by the city requesting a hearing before the Board of Utility Appeals to have such concerns addressed. Such written requests shall provide sufficient information to identify the customer along with the address where the service is provided. The written request must set forth the amount in dispute, the basis for the dispute and the requested remedy. Upon receipt of a written request, the city shall contact the customer to arrange a hearing before the Board of Utility Appeals within 14 days of the date of the request unless otherwise agreed to by the customer.
(Ord. 07-053, passed 5-15-07)