§ 51.11  APPEALS.
   (A)   Customers objecting to any action, policy, billing, or decision relating to utility service to an applicant or customer may appeal the action, policy, billing, or decision to the city. The city may require that the person submit the appeal in writing. The city need not consider an appeal from any action or decision that occurred more than 60 days prior to the date the person requests an appeal.
   (B)   The City Manager will designate one or more city employees to hear appeals. The person requesting an appeal has the right to appear in person to present or explain information relating to the appeal at any reasonable time during city business hours, as agreed upon between the customer and the city.
   (C)   The city will consider all information submitted by the person requesting the appeal, whether submitted in writing or orally. The city employee(s) hearing the appeal may request additional information, including additional documents or sworn statements from relevant witnesses, if reasonably necessary to resolve the issue.
   (D)   The city employee(s) hearing the appeal must make any decision on the appeal in writing, and provide a copy thereof to the person filing the appeal by mailing to the customer’s service address.
   (E)   If a customer is dissatisfied by the decision under division (D) of this section, the customer may appeal the decision, in writing, to the City Manager within seven days of the customer's receipt of the decision, stating specifically the points of disagreement with the findings of the decision. The City Manager shall consider the appeal, together with the response from the city employee(s) making the decision, and shall promptly render a written decision on the matter. This decision shall be final as the city's position on the matter. Any overpayment shall be refunded at that time, and any underpayment shall be due at that time.
   (F)   The city will not terminate service if the termination is based on an issue over which the customer has filed an appeal, until after the appeal is resolved. The customer must, however, pay any undisputed charges for service before delinquency to avoid termination of service.
(Ord. 12-1016, passed 10-16-2012)