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HomeMy WebLinkAboutResolution No. UB- 10-C79RESOLUTION NO. 10-C79 A RESOLUTION OF THE AZUSA UTILITY BOARD/CITY COUNCIL OF THE CITY OF AZUSA, AMENDING THE ESTABLISHMENT OF CREDIT AND DISPUTED BILLS IN AZUSA LIGHT & WATER'S RULES AND REGULATIONS GOVERNING ELECTRIC AND WATER SERVICES. WHEREAS, pursuant to Section 78-37 of the Azusa Municipal Code, the City Council may from time to time amend the Azusa Light & Water's Rules and Regulations concerning utility services; and WHEREAS, the Utility Board/City Council is empowered to change policies for a variety of utility services; and WHEREAS, Azusa Light & Water proposes to implement the following additions and changes to the Rules and Regulations: 1. Electric Rule Nos. 5.A. and Band 6.11 to amend the pre -payment and Rule No. 10 to amend disputed bills. 2. Water Rule Nos. 4.A and B. and 5.H to amend the pre -payment and Rule No. 9 to amend disputed bills. NOW, THEREFORE, THE UTILITY BOARD/CITY COUNCIL OF THE CITY OF AZUSA, CALIFORNIA, DOES FIND AND DECLARE THAT: SECTION 1. Adoption of Amendments. The City Council hereby adopts the amendment to Pre -Payments and Disputed Bills included in Azusa Light & Water's Rules and Regulations as set forth in Exhibit "A" which is attached to this Resolution and made a part hereof. SECTION 2. Effective Date. The amendments to Azusa Light & Water's Rules and Regulations shall become effective on November 1, 2010. PASSED, APPROVED AND ADOPTED this 25th day of October, 2010. / Joseph R. Rocha Mayor ATTEST: Vera Mendoza City Clerk STATE OF CALIFORNIA ) COUNTY OF LOS ANGELES ) ss. CITY OF AZUSA ) I, Vera Mendoza, City Clerk of the City of Azusa, do hereby certify that the foregoing Resolution No. 10-C79 was duly introduced and adopted at a regular meeting of the Azusa Utility Board/City Council on the 25th day of October 2010, by the following vote, to wit: AYES: COUNCILMEMBERS: GONZALES, CARRILLO, MACIAS, ROCHA NOES: COUNCILMEMBERS: NONE ABSENT: COUNCILMEMBERS: HANKS Vera Mendoza City Clerk EXHIBIT "A" Proposed Changes to Rules and Regulations Changes to take effect November 1, 2010, text to be deleted are highlighted in strikeeet. Changes to take effect November 1, 2010, text to be added are highlighted in underline. Text that is not highlighted is current and is being provided for context and reference. ELECTRIC RULE CHANGES Amendment to Rule No. 5 ESTABLISHMENT AND RE-ESTABLISHMENT OF CREDIT A. ESTABLISHMENT OF CREDIT — DOMESTIC SERA110E ALL CLASSES OF SERVICE: Each applicant, before receiving dernestie service, will be required to satisfactorily establish credit which will be deemed established when applicant makes a prepayment to secure payment of bills for electric service as prescribed in Electric Utility Rule No. 6. Amendment to Rule No. 6 PREPAYMENTS H. FORMS OF PRE -PAYMENT: Acceptable forms of prepayment for Residential idential all accounts include: cash, credit card, debit card, or money order. All other'; i es of aeee ffevide, ift additian te the afefementiefted options, a Surety Bond, iff eveeable Letter of Gfedit 0 eei4ifieate of Depmit, made payable te Azusa Light & . Amendment to Rule No. 10 DISPUTE RESOLUTION PROCESS 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: STEP 1 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 Second Level review. STEP 2 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 Second 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 Second Level review or escalate the dispute to the Third Level. STEP 3 The customer shall have ten (10) calendar days from the date of the Second 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 Third Level the customer shall submit a written request for a hearing with the Director of Utilities within ten (10) calendar days of the date of the Second 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 ten (10) calendar days from the date of the Second Level review letter. The Director of Utilities shall hear and review the dispute and issue a letter within five (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 Third 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 Electric Utility Rule No. 9. KIM WATER RULE CHANGES Amendment to Rule No. 4 ESTABLISHMENT AND RE-ESTABLISHMENT OF CREDIT A. ESTABLISHMENT OF CREDIT: Each applicant, before receiving such service, shall be required to satisfactorily establish credit which will be deemed established: If applicant makes a cash prepayment by cash money order, debit card or credit card to secure payment of bills for water service as prescribed in Water Utility Rule No. 5. or- wheft YY ., prvp"eat .. provides pfepayment TitilityRuleT�5_ Amendment to Rule No. 5 PRE -PAYMENTS B. ESTABLISHMENT OF CREDIT: Customers applying for water service are required to establish credit with Azusa Light & Water prior to receiving service. Residential credit may be established by either passing a credit check or paying a pre -payment. Commercial/industrial customers are required to pay a prepayment. Acceptable forms of prepayment are cash money order, check. debit card or credit card. H. FORMS OF PRE -PAYMENT: Acceptable forms of prepayment for Residential all accounts include: cash, credit card, debit card, or money order. Allother yr__ _ ' fieei4eate f Deposit, r�� A d .able to Azusa Light P. Water-. Light Amendment to Rule No. 9 DISPUTE RESOLUTION PROCESS When a customer and the Utility fail to agree on a water bill amount, date payment is due, payment planmeter tampering charge water diversion/theft charge or any other service or charge related to water 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: STEP 1 Customer shall make verbal request to weak 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 Second Level review. STEP 2 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 Second 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 Second Level review or escalate the dispute to the Third Level. STEP 3 The customer shall have ten (10) calendar days from the date of the Second 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 Third Level, the customer shall submit a written request for a hearing with the Director of Utilities within ten (10) calendar days of the date of the Second 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 ten (10) calendar days from the date of the Second Level review letter. The Director of Utilities shall hear and review the dispute and issue a letter within five (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 Third 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. .. _ ■ ■ ■