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(A) It is the policy of the City to terminate utility service to customers by reason of nonpayment of bills only after notice and a meaningful opportunity to be heard on disputed bills.

(1) All bills are due and payable on the date set forth on the bill; and

(2) If the total amount of the outstanding bill is not paid by the due date, a service termination notice will be mailed to the customer indicating the scheduled disconnect date, and customer will be assessed an administrative penalty fee set by resolution of Council. If the total amount due is not paid by the due date on the disconnect notice, service will be disconnected for nonpayment and fees may be assessed; and additional fees and charges will be assessed and continue to accrue until the past due balance is paid in full.

(3) A customer that disputes the account balance, meter reading, or termination of service for nonpayment of amounts due, may submit an appeal in writing to the City Manager within 14 calendar days after the notice has been mailed, or emailed, to the customer’s address on file with the Finance Department. The written request must set forth fully the facts supporting the appeal and the relief requested. A separate appeal must be filed for each dispute. The City Manager shall have authority to compromise disputed billings or establish payment arrangements. The City Manager shall issue a written decision within 14 working days from the City Manager’s receipt of the appeal. The decision and order of the City Manager on such appeal shall be final and conclusive. Utility services will not be terminated until after the expiration of the appeal period and/or the decision from the City Manager.

(B) When it becomes necessary for the City to discontinue utility service to a customer for nonpayment of bills, service will be reinstated only after all outstanding utility fees and charges have been paid. Reconnection of service will be completed during the next business day unless the customer requests otherwise. Same day connection will result in the assessment of an additional fee. (Ord. 06-1012, passed 6-26-2006; Am. Ord. 14-1299, passed 8-18-2014. Formerly 14-4-3)