If a customer comes in with a dispute regarding his or her utility bill, the following process will be taken:
(A) Customer shall notify the WPWA Clerk if there is a problem with his or her utility bill within ten working days of the due date printed on the disputed bill;
(B) The Clerk will review and research the disputed bill; if a billing calculation error is found, it will be corrected immediately;
(C) If a re-read is necessary, it will be done within 24 hours of the notice. The meter reader will check the working condition of the meter at the time of the re-read;
(D) If the re-read shows an error was made or the meter was not working properly, the reading and/or meter will be changed, and the bill will be adjusted accordingly;
(E) If the re-read shows the original reading was correct and the meter was working properly, no adjustment will be made;
(F) The customer may request a company specializing in such testing, check the meter for accuracy. If testing shows the meter is working accurately, the customer shall pay the cost of the testing. If the meter is not working accurately, WPWA will pay the cost of testing;
(G) After researching the disputed bill, the Utility Clerk and Town Administrator shall decide within five working days after receipt of the complaint and supporting documentation. If the customer is not satisfied with the decision, a written request may be submitted to have the disputed bill presented to the WPWA Board of Trustees. Upon receipt of a written request, the Town Clerk will place the matter on the agenda for the next regular scheduled WPWA meeting. The written request must be received within ten days of the initial decision, or the Town Administrator’s decision is final; and
(H) Upon review of information provided by the customer and staff, the WPWA Board will decide regarding the disputed bill. The WPWA Board’s decision is final.
(Ord. passed 7-1-2022)