Sample Comprehensive Customer Service Policy

2/22/2006
Comprehensive Customer Service Policy
District
I. General Authority:
The Board has unanimously passed a resolution addressing the herein-
stated Customer Service Policy. The District has the ultimate authority and
responsibility to ensure the financial health and stability of the District. It is
inherent that every Customer of the District is treated in a fair and equitable
manner and that each Customer pay for the services provided by the District.
II. Definitions:
. District! The District refers to the member-o"ned public "ater system #no"n
as the District.
B. Board! The Board refers to the Directors of the District that have been duly
elected in accordance "ith the byla"s of the District.
C. Customer! Customer refers to any household or business that is receiving
"ater supplied by the District.
D. Service Connection! Service Connection refers to the physical tap$ line$ curb
stop$ meter$ and meter bo% supplied by and o"ned by the District. &here the
customer is required to pay for the installation of the above-mentioned equipment
and to pay a security deposit to use the Service Connection$ the District retains
full o"nership and control of the Service Connection. The Customer is benefited
by being the sole customer "ho has access to the Service Connection.
'. (ate Charge! The (ate Charge is a ) assessment of the current balance
that has not been received by the day of each month.
*. Service Charge! The Service Charge consists of one of t"o fees addressed if
full balance of a customer+s account is not paid "ithin days. The first type
of Service Charge is a Collection *ee. The Collection *ee is assessed if the
Board$ its employees or contractors has to physically go to a customer+s
residence to collect the entire balance. The ,econnection *ee is assessed if the
Service Connection is Terminated for delinquency.
-. Delinquent! customer+s account is considered delinquent if any portion of
the account is over days late.
.. .ardship greement! The .ardship greement is an informal "ritten
agreement bet"een a customer of the District and the Board. The .ardship
greement is granted "hen a customer has incurred a large "ater charge that
he/she is unable to pay current bill in full. The .ardship greement is also
granted "hen a customer has incurred a hardship such as an illness$ family
death$ loss of employment$ etc. and is unable to pay current bill in full. The
District "ill not Terminate a Service Connection if a valid .ardship greement is
in force.
I. Payment '%tension greement! The Payment '%tension greement is an
informal "ritten agreement bet"een a customer of the District and the Board.
The Payment '%tension greement is granted to a customer before the
day of each month "here the customer agrees to pay all past due and current
balances before the end of the current month. The District "ill not Terminate a
Service Connection if a valid Payment '%tension greement is in force.
0. Terminate! To Terminate a Service Connection is to actually loc# or cup the
District+s curb stop or to remove the District+s meter for the purpose of
discontinuing "ater service to the customer.
1. Bad Debt! Bad Debt is a balance that is still o"ed on a customer+s bill
days after the Service Connection has been Terminated. Bad Debts "ill be
collected through prompt la"suit filings for the purpose of being a"arded a
2udgment and garnishment of "ages to reimburse the District for all legal
e%penses$ court costs$ and Bad Debt from the customer.
(. Theft of &ater! Theft of &ater refers to any violations of applicable state la"s$
"hich states that anyone "ho tampers "ith$ including the ad2ustment or removal
of loc#ing devices on a utility meter shall be held in violation and "ill be sub2ect to
the fines and imprisonment contained in the la". The customer "ho is benefiting
from Theft of &ater "ill be held accountable$ not necessarily the person that has
removed or tampered "ith the meter loc#. The Board "ill see# to prosecute any
customer that is engaged in Theft of &ater.
3. Customer -rievance! Customer -rievance is an informal complaint
generated by a District Customer and directed to the District+s Billing Cler#. The
Customer must inform the Billing Cler# of any suspected error or discrepancy in
the billing of the Customer+s "ater usage. The Billing Cler# then investigates the
Customer -rievance. The Customer and Billing Cler# must present evidence
before the Board at the regular monthly Board 3eeting.
4. Board 3eeting! The District Board conducts its regular monthly Board
3eeting on the of each month. ll meetings are open to the public$ but
anyone "ishing to address the Board must notify a Board ,epresentative or
employee of the District at least one day prior to the Board 3eeting.
5. Billing Cler#! The Billing Cler# is contracted to provide ccounts ,eceivable
Services including$ billing$ collecting$ posting$ and depositing all Customer
Payments.
P. 3aintenance Superintendent! The 3aintenance Superintendent is responsible
for all aspects of 563 for the District and complying "ith SD& regulations
under the supervision of the certified operator of record.
7. Service '%tension! ny e%tension of the District e%isting facilities
including the installation of meters/service connections or main line e%tensions.
,. pplicant for Service! ny person or entity applying to the District for
ne" "ater service.
S. 4otice of Intent! Is issued by the County Department of .ealth
Department$ "hich is basically an affidavit of an individual promising to install on-
site "aste"ater 8se"erage9 disposal system recommended by the County
Department of .ealth Department.
T. 'ngineer! professional certified civil engineer "ith e%tensive e%perience in
the hydraulic design and construction of portable "ater systems.
:. Certified rea! The delineated franchise boundary established by the state
primacy agency establishing the District as the sole "ater utility provider
"ithin the service area.
;. :sers greement! contractual agreement bet"een applicants for "ater
service and the District.
&. Cross Connection! ny potential ha<ard that e%ists past a customer+s Service
Connection that could introduce contaminants into the system+s "ater supply. ll
cross connections shall have approved bac#flo"/bac#siphonage prevention
devices installed at the service connection at the customer+s e%pense.
III. Service Extension Policy:
. 3eter Installations/Connections for Individual pplicants "hose property
intersects an e%isting "ater main!
=. pplicants requesting "ater service to property "here e%isting "ater mains are
present either on the property or across a public road from the property and
"here a ne" "ater meter installation is needed are required to complete the
follo"ing procedures prior to the installation of a "ater meter!
a. pplicant shall first request that the 3aintenance Superintendent confirm that
an adequate si<ed "ater main e%ists either on the property "here the service is
to be located or across a public road from the property.
b. :pon confirmation of the location of the District "ater main on or near
the property of the applicant+s proposed service connection$ the pplicant shall
obtain a 4otice of Intent from the County .ealth Department.
c. The pplicant shall then ma#e arrangements to meet the Billing Cler# in order
to e%ecute the :sers greement at "hich time the 4otice of Intent shall become
the property of the District and the pplicant pays the applicable fees!
3embership *ee! 84on-,efundable Contributed Capital9 >
,esidential Security Deposit! 8,efundable upon Termination of Services9 >
Commercial Security Deposit! 8,efundable upon Termination of Services9 >
Industrial Security Deposit! 8,efundable upon Termination of Services9 >
&ater Tap *ee! 84on-refundable 3aterials and labor Costs of Installing Service9
>
,oad Cut *ee! 84on-,efundable '%tra Charge if 3ain is opposite property on dirt
or gravel ,oad9 >
,oad Bore *ee! 84on-,efundable '%tra Charge if 3ain is opposite property on
paved County ,oad9 >
.igh"ay ,oad Bore *ee! 84on-refundable '%tra Charge if 3ain is opposite
property on State or *ederal .igh"ay9 >
d. &ithin t"o "ee#s of the e%ecution of the :sers greement$ the District
shall install the service connection and meter assembly "ithin =? feet of the road
right-of-"ay or e%isting private easement nearest the "ater main and/or install
se"er tap and line to "ithin =? feet of the road right-of-"ay or e%isting private
easement or the nearest se"er line.
@. pplicants requesting "ater service to property "here e%isting "ater meters
are present are required to complete the follo"ing procedures prior to completing
a :sers greement!
a. pplicant shall request the 3aintenance Superintendent to inspect the e%isting
service connection to ensure that all necessary equipment including the
curbstop$ meter$ meter coupling$ meter bo%$ and top are in place prior to
e%ecuting the :sers greement. The 3aintenance Superintendent shall also
inspect property as "ell as system maps to ensure that property is "ithin se"er
service area and that an e%isting se"er main is on or near the property.
b. If applicant has moved a 3obile .ome onto the property of an e%isting "ater
service connection$ the pplicant shall first obtain the 4otice of Intent from the
County .ealth Department as outlined above in Paragraph =$ (ine B.
c. The pplicant shall then ma#e arrangements to meet the Billing Cler# order to
e%ecute the :sers greement at "hich time the 4otice of Intent shall become the
property of the &et Aour &histle &ater District and the applicant pays the
applicable follo"ing fees!
3embership *ee! 84on-,efundable Contributed Capital9 >
,esidential Security Deposit! 8,efundable upon Termination of Service9 >
Commercial Security Deposit! 8,efundable upon Termination of Service9 >
Industrial Security Deposit! 8,efundable upon Termination of Service9 >
Connection *ee! 84on-,efundable (abor Costs of Connecting Service9 >
B. 3eter Connections requiring the e%tension of &ater or Se"er 3ains!
pplicants requesting "ater and/or se"er service to areas "here e%isting
District "ater mains are not present are required to complete the follo"ing steps!
=. 5btain a Petition of service from the 3aintenance Superintendent and gather
signatures of all individuals and entities "ho have property "ithin the proposed
service e%tension area "ho "ould also li#e to be connected to the District$
or$ if it is only one person or entity requesting e%tension of service$ then refer to
(ine B belo".
@. :pon the completion of the Petition for Service$ the pplicant shall present
said petition to the Board. If the Board determines that not all potential customers
have been included on the Petition for Service$ the Board may require a "ritten
e%planation as to "hy these individuals or entities are not included.
B. If the pplicant does not require financial aid for the design and construction of
the e%tension$ the pplicant shall notify the Board of the 'ngineer "ho "ill
provide design and inspection services. The pplicant shall be responsible for all
costs including engineering fees$ construction costs$ and attorney fees. ny
e%tension outside of the service area of the District "ill require the
pplicant petitioning the State Primacy gency for a service area e%tension. ll
preliminary engineering plans shall be revie"ed by the District Board$ its
Certified 5perator$ and 'ngineer$ and the State Primacy gency prior to approval
to begin construction. :pon the Board+s approval of the engineering plans and
after the receipt of approval from the State Primacy gency$ the Board shall
grant a Service '%tension greement and 4otice of Intent to Purchase &ater
(ine '%tension. fter terms and conditions of the Service '%tension greement
and 4otice of Intent to Purchase are completed$ the pplicant shall sale the
e%tension$ final engineering plans$ right-of-"ay- easements and other required
documentation to the District for a sum not to e%ceed >=.??
C. If the pplicant requires financial aid in order to finance the engineering and
construction of the pro2ect$ the District "ill formally request proposals and
qualifications from at least five 'ngineering firms. fter an 'ngineer is selected
by the District Board and preliminary engineering design and cost
estimates are compiled$ the District "ill coordinate through recogni<ed
federal$ state$ or private lending agencies in order to apply for funding on behalf
of the pplicant8s9. fter funding is approved and obligated$ the District "ill
evaluate the cost effectiveness of the pro2ect and any increased in e%isting
customer fees. :nless the District+s e%isting customers "ill benefit by the
e%tension and improvements to the "ater and/or se"er system$ the Board cannot
accept funding unless all costs including additional 563 costs$ and debt service
e%penses "ill be borne by the pplicant8s9. If funding is accepted$ the Board shall
"or# "ith the pplicant8s9. If funding is not accepted$ the Board shall notify the
federal/state funding agency as "ell as the pplicant8s9 as to the reason "hy
funding "as not acceptable.
C. '%tensions requiring system upgrades including the construction of ne" "ater
"ells$ pumps$ and/or tan#s!
ny proposed e%tension that "ould require the upgrade of e%isting District
facilities including its e%isting "ater mains$ "ells$ pumps$ tan#s$ or se"erage
treatment facilities shall be included in the proposed pro2ect. pplicants "ho do
not require federal/state funding assistance "ill be required to fully pay all costs
including necessary upgrades to the District e%isting facilities.
D. '%emptions$ dministrative 5rders!
District can not e%tend service$ connect e%isting meters for ne" service$ or
install ne" customer meter connections if the "ater system is near or over
capacity and/or if the State Primacy gency has issued an dministrative 5rder
prohibiting the e%tension$ connection$ or installation of ne" customer service.
5nly after the District has complied "ith the conditions of such and
dministrative 5rder$ can the Board authori<e the e%tension$ connection$ or
installation of ne" customers.
I;. Collection Policy:
. Collection of Customer &ater Payments!
=. has been contracted by the District to receive$ post and deposit
customer "ater and se"er payments at the follo"ing address!



is hereinafter designated the Billing Cler#.
@. Customers of the District should receive a current monthly statement
detailing current and past due "ater/se"er charges on or shortly after the
day of each month. If a customer does not receive a monthly statement$ it is the
customer+s responsibility to contact the Billing Cler# so that another bill can be
mailed. *ailure to receive a monthly statement does not relieve the customer of
any payment obligation nor prevents the Termination of a Service Connection.
B. -rievances$ Payment '%tension greements$ and .ardship greements!
=. Customer -rievance!
If a Customer has a dispute regarding the current bill$ the Customer is required to
contact the Billing Cler# to inform him/her of the discrepancy. The Billing Cler#$
after investigating the merits of the complaint "ill in turn notify the Customer of
any findings. The Billing Cler# can not under any circumstances ad2ust a "ater
bill. .o"ever$ the Billing Cler# must report his/her findings to the Board before
the day of each month. The Board "ill act on testimony from both the
Billing Cler# and the Customer at the Board 3eeting and "ill ma#e any
ad2ustments accordingly. 4o (ate Charges or Service Charges "ill be assessed
after a -rievance has been filed. :pon a ruling of the -rievance by the Board$
the Customer has D days to pay the balance in full. If the balance is not received
by the Billing Cler# "ithin D days of the ruling$ applicable (ater Charges and/or
Service Charges "ill be assessed.
@. Payment '%tension greement!
If a Customer has a past due amount reflected on the bill that he/she receives$
the Customer may appear in person before the Billing Cler# to file a formal
Payment '%tension greement provided that the Payment '%tension greement
is filed before the day of the month. The Payment '%tension greement
must stipulate full payment of both current and past due charges and applicable
late charges before the end of the month. If the Customer does not pay full
balance on or before the last day of the month$ the Payment '%tension
greement becomes null and void. If the Customer has not fulfilled his/her
promise to pay by the end of the month$ the Customer "ill not be allo"ed to file
another Payment '%tension for si% months. *urthermore$ if a Customer had
defaulted on his/her agreement to pay$ the Service Connection supplying "ater
to the Customer "ill be Terminated "ithin D days "ithout any other notice or
"arning.
B. .ardship Payment greement!
If a Customer incurs any type of hardship including a high "ater bill$ loss of
employment$ loss or damage of property caused by fire or natural disaster$ death
or illness of family$ or any other catastrophe that hinders the Customer+s ability to
pay hi/her full monthly bill$ the Board may grant a .ardship Payment greement.
The .ardship Payment greement "ill only be granted if the entire Customer+s
past due balance has been previously paid. The .ardship Payment greement
stipulates that at least one half of the current monthly minimum be paid before
the day of each month. The remaining balance of the Customer+s bill is not
forgiven or ad2usted but carried over each month "ith no accumulation of (ate
Charges provided that the Customer pays at least the minimum stipulated in the
.ardship payment greement before the day of each month. The .ardship
Payment greement is granted to last for a ma%imum term of three months. t
the end of the term$ the Customer may appear before the Board to request an
e%tension not to e%ceed t"o more months. The Customer agrees to pay all
remaining charges "ithin =D days of the term e%piration of the .ardship Payment
greement. The Customer may be entitled to filing a Payment '%tension
greement to e%tend the full repayment of the balance by the end of the month
that the .ardship Payment greement e%pires. *ailure to ma#e the minimum
payment stipulated in the .ardship Payment greement by the end of each
month "ill result in the automatic termination of the .ardship Payment
greement. T"elve calendar months have to elapse before a Customer may
petition the Board for another .ardship Payment greement$ regardless of
"hether or not the greement+s promises have been fulfilled by the Customer.
C. Proof of Payment!
=. If a Customer has a dispute regarding the proper credit and posting of a "ater
payment$ it is the customer+s responsibility to provide acceptable Proof of
Payment. Proof of Payment may consist of one of the follo"ing!
a. Ban# Canceled Chec#
b. &et Aour &histle &ater District Payment ,eceipt
c. Statement and photocopy of Canceled 3oney 5rder from company issuing
money order.
@. It is the responsibility of the Customer to notify the Billing Cler# of any
discrepancy including an improperly credited or missing payment. The Billing
Cler# "ill notify the Customer if he/she cannot find or solve the problem. The
Customer must appear before the Board and either provides Proof of Payment or
request additional time to obtain proof. The undisputed portion of the "ater
statement should be paid before the day of the month.
;. Cutoff Policy:
. Billing$ (ate ssessments$ Cut-5ff 4otices!
=. The District usually reads meters bet"een the and of each
month after "hich time the Billing Cler# calculates the "ater/se"er statement and
mails them. The full balance sho"n on the statements are due and payable
immediately after they are mailed. *ailure for a customer to receive a
"ater/se"er statement does not "aive the customer+s responsibility to pay all
charges included in the statement nor is this grounds for not charging late
charges$ service charges$ or terminating service.
@. ) late charge of the current balance "ill be assessed if payment is not
received by the day of each month.
B. cut-off notice "ill be mailed to each customer "ith any past due amount still
o"ed after the day of each month.
C. *ailure of a customer to remit full payment or all current and past due charges
"ithin five days of the cut-off notice being mailed "ill result in the customer+s
service being terminated. ,efer to Paragraph ECF belo" for further e%planation.
B. Delinquent Collections!
=. If a Delinquent Customer has failed to pay his/her entire bill by the date sho"n
on the Cut-5ff 4otice$ the said Customer may offer full payment including a
> Collection *ee. It is the responsibility of the Customer to offer payment to
the employee or contractor that has arrived on site for the sole purpose to
Terminate the Service Connection. *urthermore$ the Customer must present full
payment$ including the Collection *ee to the employee or contractor "ithin D
minutes$ the employee or contractor must Terminate the Service Connection
"ithout further delay.
C. Termination of Service!
=. If a Delinquent Customer has had his/her Service Connection Terminated$
he/she must appear before the Billing Cler# or an uthori<ed Board Customer to
pay full payment of current charges$ past due charges$ late charges$ and service
charges to include a > ,econnection *ee. fter full payment has been
received$ the Delinquent Customer can e%pect his/her Service Connection to be
restored "ithin hours.
@. If after days of mailing notice concerning Bad Debt balance$ and the
account still has not been settled$ the Billing Cler# shall apply the customer+s
security deposit to the balance$ print a detailed transaction report for the
customer+s account over the last si% months$ and supply this report along "ith all
copies of all correspondence to the customer since the meter has been
terminated$ the customer+s address$ social security number$ place of
employment$ and any other recorded information to the Board. The Board shall
then have its attorney prepare a la"suit to recover the unpaid balance as "ell as
any other fees that the board or court deems necessary including$ but not limited
to$ legal fees and court filing fees.
B. If a customer o"ing a Bad Debt balance has his/her deposit applied against
the outstanding balance$ the customer "ill be required to complete another "ater
users agreement and post a security deposit equal to t"ice the amount of the
applicable user class deposit for residential$ commercial$ or industrial customers.
;I. Implementation, Enforcement, and Amendments of the Customer
Service Policy:
. Implementation!
The Board for the District has resolved to fully implement the Customer
Service Policy by the of $ . ll employees$ contractors$ and
designees of the &et Aour &histle &ater District "ill be charged "ith the
responsibility of strictly adhering to the Customer Service Policy.
The Board shall also publicly post or distribute copies of this policy to the
customers immediately.
B. 'nforcement!
The employees$ contractors$ and designees of the District shall enforce the
Customer Service Policy. 'very Customer of the District "ill be required to be
sub2ect to the same Customer Service Policy. 4o preferential treatment of any
Customer including members of the Board "ill be tolerated.
pproval!
Be it resolved$
That the Board conducted a monthly business meeting on the day of
$ .
*urthermore$
That the Board$ acting upon a motion made and duly seconded$ unanimously
approved the Customer Service Policy contained herein the nine preceding
pages.
Be it further resolved$
That the said policy "ill remain in force until such time that the Board of the
District resolves to amend said policy.
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Secretary of the Board Date