§ 13.04.170. Review of disputes

A. When a customer advises the city prior to the date of the proposed discontinuance of service that all or any part of any billing as rendered is in dispute or that the city's reasons for discontinuance are factually invalid, the city shall:

1. Immediately record the date, time and place the complaint is made;

2. Postpone discontinuance until a full investigation is completed and the dispute found to be invalid;

3. Investigate the dispute promptly and completely; and

4. Attempt to resolve the dispute informally in a manner mutually satisfactory to both parties.

B. A customer may advise the city that a bill is in dispute in any reasonable manner such as by written notice, in person or by a telephone call directed to the appropriate personnel of the city.

C. The city, in attempting to resolve the dispute in a mutually satisfactory manner, may employ telephone communication, personal meetings, formal or informal hearings, on-site visits or any other technique reasonably conducive to settlement of the dispute.

D. In the event that a dispute is not resolved to the satisfaction of the customer after full investigation and the city intends to proceed with discontinuance, the city shall advise the customer of formal and informal procedures available before the hearing board. The city may then discontinue service if proper notice has been given.

(Prior code § 15-108)