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CITY OF COLTON <br />AGENDA REPORT <br />For the City Council Meeting of April 18, 2000 <br />TO: Honorable Mayor and City Council <br />APPROVAL: Henry T. Garcia, City Manager � �y <br />FROM: Thomas K. Clarke, Utility Directo ���/J' <br />SUBJECT: Approval of Revision to Customer Service Policy No. 19, Disputed or Erroneous <br />Bills <br />DATE: Monday, April 10, 2000 <br />BACKGROUND <br />Customers have the right to dispute electric service charges on their bill, and may obtain <br />deferment of payment while an investigation is conducted. However, if the remaining charges <br />on the bill are not in dispute, the Utility Department does not have clear policy language upon <br />which it can base a demand for the undisputed portion of the bill. The result is the other <br />undisputed services go unpaid. A customer may also be faced with a very large bill for the next <br />service period once the dispute is settled. Historically, this has contributed to negative <br />interactions between the customer and the City. <br />DISCUSSION/ANALYSIS <br />Section AA.c. would be added to Customer Service Policy No. 19 (attached for your review in <br />the revised, and also the current form). The new section reads as follows: <br />All non -electric utility charges, such as water, sewer, and trash charges, presented on a <br />bill containing disputed electric utility charges remain due and payable on the due date <br />and in the amounts as stated on the bill. <br />This language provides a policy basis for demanding payment on the undisputed portion of the <br />utility bill. <br />CUSTOMER SERVICE IMPACT <br />Customers may dispute and receive a deferral on electric utility charges presented on a given <br />bill, but all other charges on the bill will need to be paid on the original due date. Customers will <br />avoid an abnormally large bill in the following month. Misunderstandings between the Electric <br />Customer Service Division and the customer should be reduced. <br />FINANCIAL IMPACT <br />The policy revision will eliminate aging of undisputed receivables. <br />ENVIRONMENTAL IMPACT <br />None. <br />RECOMMENDATION <br />Staff recommends that City Council approve the attached resolution revising Customer Service <br />Policy No. 19. <br />Attachments: Revised Customer Service Policy No. 19 <br />Resolution <br />Current Customer Service Policy No. 19 <br />Page 1 of 1 (w/Attachments) Item #16 <br />