AgdaPkt 2020-01-27 Joint - Laserfiche WebLink

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6.A. - Page 5 of 27 entered into an alternative payment plan arrangement but is in default for 60 days, the City will proceed with shut off. • Reduce service reconnection fees for customers meeting SB 998's low-income provision during business hours (8:00 a.m. to 3:00 p.m.) from a maximum of $100 to $50, and reduce the after- hours rate from $435 to $150. These rates are subject to CPI increases starting 2021 per SB 998. • Update the written disconnection notice to incorporate requirements of SB 998, including providing a copy of the service discontinuation policy. The City will also make good faith effort to contact the customer by telephone before discontinuation. • Maintain a new database of customers meeting the low income definition described in SB 998 as well as customers with health issues that could be impacted by service discontinuation. Although the Public Works department already maintains a list of "low income" customers for Water and Sewer Rate Assistance Program (WSRAP), the qualification for WSRAP is not as stringent as 200 percent below the federal low-income level. The chart below outlines the timeline of the revised policy and procedure per SB 998 for delinquent utility bill management and service discontinuation. Timeline - SB 998 Policies and Procedures May 28 - Automated May 30 - calls made 48-hour Mar. 1- Apr. 1 -Delinquent notices Utility bill notice sent & 1.5% sent issued interest applied to bill. Staff continue to call TJan/Feb 1 customers to follw U p �7 Mar. 31 - Deadline for payment of June 1- 60 -day Jan/Feb service. Water Service Period shut-off Apr. 10 -Second delinquent notice sent & 5% penalty applied to Jan/Feb bill. 90 days after issuance of Utility bills (Net .30+ 60 days delinquent) Furthermore, SB 998 specifically requires the agency to allow a residential customer to contest or appeal their bill. Under the proposed policy, appeals will be heard by the City Manager, or his/her designee, for the final administrative determination. Staff anticipates that before an appeal is filed, the Administrative Services Director and/or the Public Works Director has reviewed the customer's complaint and offered an alternative payment plan arrangement. If the customer appeals the utility bill to the City Manager, or his/her designee, for a final administrative determination, the customer will need to file a written appeal to the City Clerk and schedule a hearing. Page 5 of 7 City of Redwood City 1017 Middlefield Road, Redwood City, CA. 94063 Tel: 650-780-7000 www.redwoodcity.ore