AgdaPkt 2020-01-27 Joint - Laserfiche WebLink

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6.A. - Page 3 of 27 over the course of the year. The program is funded by the delinquent interest and penalty charges collected from other utility customers. • If a balance remains within 30 days of the bill issuance, as a courtesy, a 10 -day reminder notice is sent to the customer with a 1.5 percent interest charge. • If the account is still outstanding 10 days after this reminder notice was sent, a second reminder notice/written disconnection notice is sent with a 5 percent penalty charge. The second notice includes language stating that the account is subject to service shut off if the balance is not paid. The customer also receives an automated phone call reminding them of the delinquency and impending water shut off if not paid. • A 48-hour disconnection notice is conspicuously posted at the customer's premises. • If the account remains outstanding for 7 days after the second reminder notice is sent, the utility services become subject to discontinuation. The reconnection fee ranges from $20 to $100 during business hours (8:00 a.m. to 3:00 p.m.), depending on whether the customer has had a prior service discontinuation. The fee is $20 for reconnection following the first discontinuance, $50 for the second discontinuance, $75 for the third, and $100 for the fourth and any subsequent discontinuances. The fee for reconnection after hours is $435; the higher fee helps to recover the cost of paying an employee overtime to reconnect the water service. Beyond the minimum time period described above, typically the City provides customers with an additional 30 -day grace period to pay their bill before their water service is shut off. The grace period is provided because there is only one Public Works Water Service Technician assigned to perform water meter related services, including shut -offs, and staff is able to perform a limited number of shut -offs every week. Allowing additional time for customers to resolve their delinquency before the City proceeds with water shut off reduces the number of shut off requests. The chart below outlines the timeline of current policy and procedure for utility delinquent accounts collection and service discontinuation. Page 3 of 7 City of Redwood City 1017 Middlefield Road, Redwood City, CA. 94063 Tel: 650-780-7000 www.redwoodcity.ore 7