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Posted on: July 16, 2020

New Water Service Discontinuation Policy

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Overview of SB 998 Compliant Policy and Procedure:
 

• Residential water service are billed monthly and due upon bill presentation; bills that remain unpaid after 30 days are assessed a late fee if the customer has not requested and been granted a payment arrangement.

• A shutoff notice is mailed to the customer 45 days after bill presentation if the bill remains unpaid and the customer has not requested and been granted an extension plan or payment arrangement. The mailed shutoff notice would include the following SB 998 required information:


  • Customer’s name and address
  • Amount that is past due
  • Date by which payment or payment arrangements are required to avoid interruption of service
  • Description of the process to apply for a payment arrangement
  • Description of the process to dispute or appeal a bill
  • Description of the process to have service restored
  • City phone number and a web link to the City’s written policy
  • If the City is unable to make contact with the customer (Le, returned mail) prior to service interruption, the City would visit the residence and leave a door hanger notifying the resident of imminent interruption of service and a copy of the Discontinuation of Residential Water Service Policy,

    • Accounts that remain unpaid will have their service interrupted 75 days after bill presentation if the customer is not on a payment arrangement.
    • Customers who do not honor their payment arrangement date would have their service interrupted after receiving at least a 7 -business day notice,
    • In all cases wherein an alternative payment arrangement has been agreed, failure on the part of the customer to comply with the terms of the payment arrangement plan and remain current as charges accrue in each subsequent billing period will result in the cancelation of the payment arrangement and discontinuance of water service pursuant to this Policy.

New Water Shut-off Policy in six languages:

ENGLISH

ESPAÑOL

VIETNAMESE

CHINESE

KOREAN

TAGALOG

Additional Info...
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