When a customer and the Utility fail to agree on an electric bill amount, date payment is due, payment plan, meter tampering charge, energy diversion/theft charge, or any other service or charge related to electric service, the customer may request a review by the Utility by the due date for Current Charges on the original bill. The customer shall follow the Steps below in making an appeal regarding disputed Utility bills or charges:
Customer shall make verbal request to speak and consult with Customer Operations Supervisor or Field Services Supervisor (First Level Review). If agreement is not reached on dispute, customer may verbally request a 2nd Level review.
Customer shall make verbal request to speak with the Assistant Director Customer Care & Solutions (Second Level Review). The review shall include consideration of whether the customer should be permitted to amortize the unpaid balance on account over a reasonable period of time, not to exceed a 6 month period. No termination of service shall be effected for any customer complying with the amortization agreement if the customer also keeps the account current as charges accrue in each subsequent billing period. The Assistant Director Customer Care & Solutions will document the outcome of the 2nd Level review in a letter to the customer within 5 business days of meeting with customer. The customer may either accept the outcome of the 2nd Level review or escalate the dispute to the 3rd Level.
The customer shall have 10 (10) calendar days from the date of the 2nd Level review letter to either pay the disputed bill or continue the dispute by requesting a hearing with the Director of Utilities (Third Level). Should the customer desire to continue the dispute to the 3rd Level, the customer shall submit a written request for a hearing with the Director of Utilities within 10 (10) calendar days of the date of the 2nd Level review letter and shall deposit a check with the Assistant Director Customer Care & Solutions in the amount claimed by the Utility to be due within 10 (10) calendar days from the date of the 2nd Level review letter. The Director of Utilities shall hear and review the dispute and issue a letter within 5 (5) business days of meeting with the customer, and such decision shall be final and end the dispute appeals process. Service will not be discontinued for nonpayment of the disputed bill when a deposit has been made with the Assistant Director Customer Care & Solutions pending the outcome of the 3rd Level review.
If, before completion of the Director of Utilities' review, additional bills become due which the customer wishes to dispute, customer shall also deposit with the Assistant Director Customer Care & Solutions the additional amounts claimed by the Utility to be due for such additional bills before they become past due. Failure to do so will warrant discontinuance of utility service to customer in accordance with Water Utility Rule No. 8.