(a) Request for Adjustments. All requests for billing adjustments shall first be presented to the Accounts Receivable Manager for review and consideration. If the request for adjustment is denied by the Accounts Receivable Manager, the customer may submit a formal, written dispute to the Finance Director within ten (10) days of the Accounts Receivable Manager's denial. The Finance Director shall make a determination on the dispute within thirty (30) days of submittal of the dispute.
(b) Appeals. Any denial of a dispute by the Finance Director may be appealed by the customer to the Utility Billing Appeals Committee, in writing, within thirty (30) days of issuance of the Finance Director's determination. The Committee shall consist of the Public Service Director, the City Manager and the Chair of City Council's Public Service & Utilities Committee.
(c) Process and Procedures. The Finance Director shall establish, as a part of the Utility Billing Rules and Regulations, processes and procedures providing a fair and reasonable opportunity for the resolution of any customer billing disputes in accordance with the provisions of this section.
(Ord. 2023-38. Adopted 12/28/23; Em. Ord. 2024-01. Adopted 02/08/24; Ord. 2024-02. Adopted 02/22/24)