(A) The procedure for customer disputes shall be as follows.
(1) Before the date of termination, the customer shall notify the City Finance Officer, in writing, that the customer disputes all or a part of the amount shown on the municipal utility bill or the determination that a violation of this section has occurred giving grounds for termination stating, as completely as possible, the basis for the dispute.
(2) Within three business days after the receipt of the customer’s written notice, the Finance Officer shall arrange an informal meeting between the customer and the Finance Officer. Based upon the municipal utility’s records, the customer’s allegations and all other relevant materials available to the official, the Finance Officer shall attempt to resolve the dispute.
(3) Within five business days after the meeting, the Finance Officer shall mail to the customer a copy of the Finance Officer’s decision regarding the dispute and within five days of receipt of the notice, the customer may request, in writing, a formal hearing before the City Council. The formal hearing shall be held at the next regularly scheduled City Council meeting.
(4) At the hearing, the City Council and the customer shall be entitled to present all evidence that is relevant and material to the dispute, be represented by counsel and examine and cross-examine witnesses.
(5) Based upon the record established at the hearing, the City Council shall, within five business days of the completion of the hearing, issue its written decision formally resolving the dispute, which decision shall be final and binding upon the city and the customer.
(B) Utilization of this dispute procedure shall not relieve a customer of his or her obligation to timely and completely pay all other undisputed municipal utility charges and the undisputed portions of any amounts. Subject to the present dispute, failure to pay the undisputed municipal utility charge shall subject the customer to termination of utility services.
(Ord. 237, passed 10-20-2008)