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CITY OF ANAHEIM WATER RATES, RULES Utilities Financial Services AND REGULATIONS 201 S. Anaheim Blvd. Page No. 3.10.1 Anaheim, CA 92805 RULE NO. 10 DISPUTED BILLS ISSUED BY: Effective: 03-01-20 by Resolution No.: 2020-020 Dated: 02-11-20 Dukku Lee Superseding Resolution No.: 95R-140 Dated: 07-25-95 General Manager A. Customers who believe that their bill or Summary Bill is in error will first contact the Customer Service Division by phone or in writing within fifteen (15) business days of the bill or Summary Bill issuance date to attempt to resolve the disputed bill or Summary Bill. Failure to do so will authorize discontinuance of service in accordance with Rule No. 11. B. If, after contact with the Customer Service Division, the Customer believes the bill or Summary Bill is still incorrect, the Customer must, within ten (10) business days after receiving the explanation from Customer Service, send his/her remittance for the entire amount of the disputed bill or Summary Bill (payable to the City of Anaheim) along with a written statement setting forth the reasons why the Customer believes the bill or Summary Bill is incorrect to the General Manager, Public Utilities Department, P.O. Box 3222, Anaheim, California 92803. C. Failure of the Customer to file a written statement with the General Manager within ten (10) business days after receipt of the review explanation from the Customer Service Division will constitute acceptance by the Customer of the bill or Summary Bill as rendered, and authorize discontinuance of service in accordance with Rule No. 11. D. Upon timely receipt of the written statement, the General Manager or designee will review the basis of the billed amount, and communicate the results of the review and decision to the Customer. E. If, before completion of the General Manager's review, additional bills or Summary Bills become due which the Customer wishes to dispute, the Customer will not be required to file the dispute with the Customer Service Division, as stated in Section A above, but will be required to send his/her remittance (payable to the City of Anaheim) for the entire amount of the additional bills or Summary Bills disputed to the General Manager and file additional written statements within fifteen (15) business days of the bill or Summary Bill issuance date setting forth the reasons why the Customer believes the additional bills or Summary Bills are incorrect. Failure to do so will authorize discontinuance of service in accordance with Rule No. 11. F. If the bill or Summary Bill is not satisfactorily resolved with the General Manager or designee, the Customer may appeal to the Public Utilities Hearing Board who will then make the final determination on any unresolved bill or Summary Bill disputes. The appeal must be submitted in writing to the chairman of the Public Utilities Board, with the reasons for the dispute within fifteen (15) business days following receipt of the General Manager's review. In the absence of a timely filed appeal, the decision of the General Manager shall be final. Upon receipt of a timely appeal, a hearing will be held by the Public Utilities Hearing Board within sixty (60) calendar days of receipt of a request for appeal. A written decision of the Public Utilities Hearing Board shall be delivered to the Customer by personal delivery or certified mail within fifteen (15) business days following the appeal hearing. The decision of the Public Utilities Hearing Board shall be final. G. If, before the Public Utilities Hearing Board provides a written decision, additional bills or Summary Bills become due which the Customer wishes to dispute, the Customer will not be required to file the dispute with the Customer Service Division, as stated in Section A above, but will be required to send his/her remittance (payable to the City of Anaheim) for the entire amount of the additional bills or Summary Bills disputed to the General Manager and file additional written statements within fifteen (15) business days of the bill or Summary Bill issuance date setting forth the reasons why the Customer believes the additional bills or Summary Bills are incorrect. Failure to do so will authorize discontinuance of service in accordance with Rule No. 11. H. STATE LAW Should there be a conflict between this Rule No. 10 and State law, as amended from time to time, State law shall govern, except to the extent that the provisions of this Rule are more favorable for the Customer or residential occupants of a detached Single-Family Dwelling or Multi-family Accommodation.