Billing Procedures Disputes Delinquent Accounts (BF-4 Rev. 2)CITY OF DELRAY BEACH
ADMINISTRATIVE POLICIES AND PROCEDURES
DEPARTMENT:
SUBJECT:
REVISION:
APPROVED BY:
PURPOSE
Finance
BILLING/PROCEDURES/
DISPUTES,DELINQUENT
ACCOUNTS
2
POLICY NUMBER:BF-4
SUPERSEDES:BF-4,Rev.1
(October 1,
2015)
EFFECTIVE DATE:September 1,2021
rrence R.Moore,ICMA -CM,City Manager
The purpose of this directive is to establish a uniform policy for handling utility billing disputes and water
leak adjustment issues.The following procedures are designed to provide a program for handling problems
which may occur.It shall be understood that while a customer is disputing a utility bill,the account will be
considered delinquent while the billing dispute is following the outlined procedure.
POLICY
BF-4_1 Disputed Bills Procedure;
A customer has the right to dispute a utility bill under the following guidelines:
A.Customer shall notify the Utility Billing Division (Division)within ten (1 O)days of the billing
date.
B.The Utility Billing Division shall conduct a thorough review of the customer's account and
make a determination on the accuracy of the amount billed.The Division shall document
their findings and communicate that information to the customer.
c.A customer may appeal the Division's determination to the City's Finance Director.The
Finance Director shall review the information provided by both the customer and Division
and make a final determination on the disputed bill.
D.Once a determination has been made by either the Division or Finance Director,the account
shall not be considered as in dispute.
E.The Water/Sewer Network Division shall provide the technical information which may be
required to resolve a disputed billing.Water meters will be tested upon request of the
customer for a $100 service fee for meters 1.5".Meters 2"or larger will be charged the actual
cost for testing plus a shipping charge.If the meter is determined to be outside of acceptable
operating limits,the testing fee shall be waived.If the meter is functioning within acceptable
operating parameters,the customer will be responsible to pay the testing fees.
BILLING/PROCEDURES/DISPUTES,DELINQUENT ACCOUNTS
BF-4
Page 2 of 2
When the account is no longer in dispute and a customer is determined to be delinquent and no payment
plan has been arranged between the customer and the Utility Billing Division,water service may be
terminated in accordance with City Ordinance 52.51,Delinquent Bills,Discontinuing Service.
BF-42 Adjustment for Water.Leaks
The customer may qualify for a bill adjustment under the following guidelines:
A.Each account is eligible to receive one adjustment during a 12-month period for an underground or
outdoor leak that does not go into the sewer system.
B.A request can only be made after the leak has been repaired.
C.Customer must provide proof of repair,a signed and completed leak request form,and a copy of the
customer's ID.
D.The customer must make reasonable efforts to locate the leak and initiate repairs within thirty (30)
days of the customer's initial notification of increased usage.
E.Only a credit will be issued for the sewer portion of the bill in which the leak occurred.The sewer
credit will be based on the average of the prior three (3)months of normal usage.The water portion
of the bill will be the customer's responsibility.