11.02 - Consider Policy on Adjustments to Utility Bills

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ADJUSTMENTS TO UTILITY BILLS POLICY 1. Policy and Purpose. It is the policy of the City of Pequot Lakes to make adjustments to customer utility bills where said adjustment is necessary to correct billing errors, to correct errors due to equipment failure, or to fairly apply the rates and rules of the utility. The purpose of this policy is to improve customer service by enabling staff to quickly and accurately respond to customer requests for adjustments to utility bills rather than waiting for the matter to come before the City Council and also setting forth the situations where adjustments will and will not be considered. 2. Responsibility. A panel made up of the Public Works Supervisor, the City Clerk - Treasurer and the Office Assistant shall determine the amount, if any, of the adjustment to be made. The City Clerk- Treasurer or designee shall receive requests and notify the customer of the determination. 3. Adjustments Allowed. Staff is authorized to make adjustments to utility bills, without City Council action, in the following cases, provided the adjustment is under S100. Anv adiustments over S100 will require Council approval: A. Billing Errors. Where an error has occurred that results in an inaccurate utility bill being sent to a customer, staff shall correct the error as soon as discovered, whether by the customer or by staff. These adjustments include data recording and entry errors as well as meter failures if tested and found to be inaccurate. B. Late Fees. Where a customer incurs late fees and requests an adjustment, staff may reduce or remove the late fee based on the customer's circumstances and payment history. C. Sanitary Sewer. Where a customer experiences extraordinary water consumption during a billing period due to break in customer -owned plumbing, equipment malfunction, etc. and said water did not enter the sanitary system, staff may adjust the sanitary sewer charge to an amount that is more typical of that customer's normal usage. When an adjustment is made, a credit for the amount of the adjustment, including any sales tax shall be made to the customer's account. When a customer makes a written request for an adjustment, the amount under consideration for adjustment shall not be payable until a determination on the adjustment is made. All other amounts not in dispute shall be due according to utility rules. When a customer pays an amount that is later adjusted, the credit shall remain on the account. No cash refunds shall be made for adjustments unless the account has been or is subsequently closed and a credit balance remains. \.-