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A. General Page No. 33 POLICY NO. 19 DISPUTED OR ERRONEOUS BILLS Any Customer who has initiated a complaint or requested an investigation regarding their bill for electric service shall be given an opportunity for review by the Utility Director or his designate. The review shall include consideration of whether the Customer shall be permitted to amortize the unpaid balance of the account over a reasonable period of time, not to exceed twelve (12) months, when a complaint or request is received five .(5) days after Customer receipt of a disputed bill, or within thirteen (13) days of mailing of a final notice when a Customer requests an extension of the payment period of a bill asserted to be beyond the means of the Customer to pay in full during the normal period for payment. If the bill is not satisfactorily resolved with the Utility Director, the Customer may seek a recommendation from the City Utilities Commission for resolution. If the bill is not satisfactorily resolved with the Utilities Commission, the Customer may petition the City Council for final determination. Failure of a Customer to petition the. City Council for final determination within fifteen (15) days after the Utilities Commission's meeting will constitute acceptance by the Customer of the Utilities Commission's findings. Incases where there ate inaccuracies of recording of kWh,- or bills reflecting clerical or meter errors, or in disputed cases where electric consumption, dates, or other provision are subject to exact determination, proper adjustments in the billing shall be authorized by the Electric Utility Director or his designate. In cases where 'electric consumption, dates, or other factors required for application of Rate Schedules or other provision are not subject to exact determination or are in question, or in disputed cases relative to service or rate application, the Utility shall establish such factors by tests, analyses, and investigations to determine the proper basis for making an adjustment, if any. Proper adjustments in the billing shall then be authorized by the Electric Utility Director or his designate. The Electric Utility Director may, at his or her discretion, make an undercharge adjustment upon his finding that the undercharge occurred through no fault of the customer and there is no reasonable basis upon which the customer should have been.aware of the undercharge. 4. In all cases above, the following limitations shall apply. a. overcharges shall not be recomputed and credited to any account for a period in excess of one year prior to the discovery of an error, or the date the bill was questioned, whichever occurs earlier. ISSUED BY Thomas K. Clarke Effective by Resolution No. R-126-96 Dated 11/19/96 Utility Director Superseding Resolution No. R-74-94 Dated 6/21/94