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6.A. - Page 19 of 27 <br />a. Returned Checks for Previously Disconnected Water Service: <br />In the event a customer tenders a non-negotiable check as payment to restore water <br />service previously disconnected for non-payment and the City restores service, the City <br />may promptly disconnect service without providing further notice. 48-hour notice of <br />termination may be given in the case of a non-negotiable check tendered for payment of <br />water charges that were subject to discontinuance. <br />Any customer issuing a non-negotiable check as payment to restore service turned off for <br />non-payment will be required to pay cash, credit card, or certified funds to restore future <br />service disconnections for a period of 12 months from the date of the returned payment. <br />7. Disputed Bills: <br />For questions regarding charges on a utility bill, customers may call the City's Revenue <br />Services Division at (650) 780-7210. Revenue Services staff are dedicated to resolving <br />customer inquiries in a fair and timely manner. <br />If a customer disputes their utility bill, they may appeal the bill to the City Manager, or their <br />designee, by following the procedure below. The City will not disconnect utility services for <br />non-payment while the appeal is pending. <br />Appeal of Disputed Bill <br />a. The appeal must be in writing and filed in person with the City Clerk within 15 days of the <br />date of the utility bill being disputed. <br />b. The appeal must include the customer's name, address, contact information, account <br />number, the date the utility bill being disputed, the grounds for the appeal, and any <br />written materials the customer wants the City Manager, or their designee, to consider. <br />c. An appeal hearing will be scheduled within 90 days of the City Clerk's receipt of a written <br />appeal. Written notice of the time and date of the appeal hearing will be mailed to the <br />customer at least 10 days prior to the hearing at the address provided on the written <br />appeal. <br />d. After holding an appeal hearing, the City Manager, or their designee, may reverse, affirm <br />or modify in any respect the utility bill being disputed. The City Manager, or their <br />designee's, decision is final and not subject to further administrative review. <br />8. City Contact: <br />To discuss options for averting discontinuation of utility service for non-payment, contact the <br />City's Revenue Services Division at (650) 780-7210. <br />ATTY/DOCS-POLICIES/RWC UTILITY DELI NQUENTACCOUNTS COLLECTION & SERVICE DISCONTINUATION POLICY <br />REV: 01-14-20 EI <br />Page 5 of 5 <br />23 <br />