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6.A. - Page 16 of 27 2. Financial Assistance: Customers who are income -eligible may apply to enroll in the Water and Sewer Rate Assistance Program (WSRAP). Eligibility is based on household income and qualifying applicants will receive recurring credit on their utility bill. Information about WSRAP can be found at https://www.redwoodcity.org/departments/public-works/water/rates/rate- assistance-program. 3. Alternative Payment Arrangements: Any customer who is unable to pay for utility service within the normal billing cycle may request an alternative payment arrangement. The City will consider all circumstances surrounding the request and make a determination as to whether the payment arrangement is warranted. Questions regarding alternative payment arrangements should be directed to the City's Revenue Services Division at (650) 780-7210. Payment arrangements that extend into the next billing period are considered an amortization plan, which must be in writing and signed bythe customer. An amortization plan will amortize the unpaid balance over a period defined by the customer, not to exceed 12 months from the original date of the bill. The amortization payments will be combined with, and will be subject to the due date of the customer's regular bill. The customer must comply with the terms of the amortization plan and remain current as charges accrue in each subsequent billing period. The customer may not request further amortization of any subsequent unpaid charges while paying delinquent charges pursuant to an amortization plan. Failure to comply with the terms of an amortization plan will result in the issuance of a written disconnection notice. For water service customers, the disconnection notice will be delivered to the customer in writing at least 7 business days before disconnection of water service for non-payment. The City will not discontinue residential water service if all of the following take place: 1) a primary care provider certifies that the discontinuation of water service will pose a serious or potentially fatal threat to a resident, 2) the customer demonstrates inability to pay, and 3) the customer is willing to enter into an alternative payment plan arrangement. A customer can demonstrate an inability to pay based on the receipt of certain public assistance by someone in the household, or a written declaration from the customer that the household is below 200 percent of the federal poverty level. 4. Waiver of Interest Charges: Customers may request that the City waive the interest charge for one billing cycle once a year. The City will grant the request for a residential customer who demonstrate that they are below 200 percent of the federal poverty line. Otherwise, the City will grant or deny the request in its sole discretion. 5. Disconnection of Water Service: a. Second Delinquency Notice/Written Disconnection Notice: ATTY/DOCS-POLICIES/RWC UTILITY DELI NQUENTACCOUNTS COLLECTION & SERVICE DISCONTINUATION POLICY REV: 01-14-20 EI Page 2 of 5