Loading...
HomeMy WebLinkAboutUTILITIES BILLING COLLECTION Augusta Richmond GA DOCUMENTNAME A~'2:;W %\\\\0; DOCUMENT TYPE: VO \ \ C-\.j YEAR: C\~ BOX NUMBER: O~ FILE NUMBER: \ '4l\1.\u.. NUMBER OF PAGES: q , i '..' ~ Augusta Utilities Billing & Collection Policy This document is intended as a resource to Augusta Utilities on the many issues associated with water and sewer utility billings and collection practices. This document does not include or substitute for accounting principles in accordance with accepted standards, or for policies as established by the Augusta Richmond County Code. Billing Procedures Monthly service charges for water and sewer services generally consist of a monthly demand charge based upon the size of a customer's water meter plus a volume charge applied to the monthly water consumption. In addition, connection fees varying by water meter size are charged to new customers connecting to the System. The water and sewer rates to all customers within each class of service are uniform. Other than water service provided to public parks, fire hydrants, and fire sprinklers, Augusta Utilities does not provide any free water or sewer service. Augusta Utilities also charges commercial sewer a surcharge for disposal of certain types of high strength wastewater. Under Georgia Law, the Augusta Commission has the exclusive authority to establish rates and charges for water and sewer service supplied by the system. The rates charged for water and sewer service supplied by the Augusta Utilities are not subject to review or approval by any federal or state regulatory body. The Augusta Commission establishes the rates, which are subject to change at any time, as the Commission deems advisable. The Augusta Commission established a uniform water and sewer rate schedule for the Augusta Utilities System effective April 1, 1996, which it adjusted effective September 3, 1996. On March 18, 1998 the Commission approved an ordinance (#6023) to adjust rates annually in accordance with the Consumer Price Index for the previous fiscal period effective April 1, 1998, with an adjustment made on April 1 of each succeeding year. Billing dates are established according to the cycle assignment for the location of the meter. There are currently twelve billing cycles utilized by Augusta Utilities. Customers are generally billed within two weeks of the meter reading. All bills and written correspondence are mailed or delivered to the most recent mailing address on file for the customer. , i New Accounts or Transfers A meter service shall be required for each premise utilizing water provided by Augusta Utilities. No person, whether owner or tenant, receiving water supplied from Augusta Utilities through a meter approved for their premises shall supply any other, separate premises with water. Any person supplying another with water in violation of Title 5 of the Augusta Richmond County Code shall have his water turned off and will be subject to other penalties as outlined in this policy and under Title 5. Individuals who are requesting new service or a transfer of service to another location must complete a new account application with Augusta Utilities, At a minimum customers are required to supply the legal name, mailing address, previous address, telephone numbers, picture identification, either a copy of the title or lease or a notarized letter from the property owner indicating that the applicant is the primary resident of the property for which services are being applied for, and any additional information as required on the application for services. Augusta Utilities will retain a copy of the picture identification along with the application, In addition, commercial applicants are required to submit their federal identification number, or, as in case of small businesses without federal identification, the name of the responsible party for the business (i.e., president, owner, etc.) along with the personal identification for the responsible party. It is the responsibility of each customer to provide revised application information to Augusta Utilities as such information becomes available. As per Title 5, Chapter 2, Section 12, "if water has been supplied to any premises, and afterwards it shall be found that false representation has been made by such applicant, or that water is being used in or upon the premises for purposes not set forth in the application made for water supply to the premises, the water shall be shut off, and shall remain shut off, until all unauthorized use of water has been stopped, and any sum of money determined due for the use thereof has been paid. . 00" Contract Meters Augusta Utilities may provide meters for temporary services, such as those utilized by contractors in the construction of new facilities. According to Title 5, Chapter 2, Section 10, "if furnished in any case by Augusta Richmond County, the cost of such meter shall be collected from the party using the same before the use of water is permitted. The care and repair of meters shall be at the expense of parties using the same." The cost of the meter is applied to the account as a credit toward the cost of the meter, water usage, or damages to the meter as warranted. These meters are for temporary use and are generally returned to Augusta Utilities within a few months. When returned, the meter is examined for damage and the meter is read to determine consumption. The cost of the meter, which was credited to the account when 2 collected, is applied to water usage (the monthly base charge plus consumption) and any charges assessed due to the care and repair of the meter. If the individual or company retains the meter for twenty-five (25) days or longer, the party utilizing the meter must report the meter reading before the twenty-five (25) days and monthly thereafter to Augusta Utilities. If usage is not reported, the customer will be billed for minimum usage. Augusta Utilities personnel may verify the meter reading and adjust the billing accordingly. Amounts billed will be subject to penalties, fees, and other recourses as discussed in this document. When the customer collects the meter from Augusta Utilities, it is required that the location of the meter be reported. Any change in location of the meter must be reported immediately to Augusta Utilities. Ownership and Billing Adjustments Due to Leaks Augusta Utilities installs, owns, and maintains all water service lines from the main to and including the meter. Water service lines from the main to and including the meter box may be installed by the customer's contractor, subject to payment of fees, inspection and approval by Augusta Utilities. Customer lines from the meter to the building or premises shall be installed, owned and maintained by the customer. No person other than Augusta Utilities personnel shall renew any service or move any curb stop or meter, or meter box, except by written permission of the Augusta Utilities Director. It is unlawful for any person other than duly authorized employees of Augusta Utilities to turn on or turn off service, or tamper with meters or curb stops, without permission. For additional information related to ownership and usage of water and sewer lines, refer to Augusta Richmond County Code Title 5. If a leak occurs in a city-maintained line, the city is responsible for repairing the leak and absorbing the cost of the lost water. Maintenance and repair of waterlines on private property is the responsibility of the private landowner. The landowner or customer is also responsible for any water lost due to leaks or breakage of their lines. Augusta Utilities may adjust the customer's billing when the following conditions exist: a) the customer had no prior knowledge of the leak, b) the customer promptly notifies Augusta Utilities when made aware of the leak, c) water usage for that month is considerably more than the average, d) the leak can be verified by Plumber's Certificate, and e) immediate repair occurred. According to Title 5, Chapter 2, Section 50, no reduction shall be made until a certificate from a licensed plumber is received certifying that repairs have been made to water works, plumbing fixtures or piping upon or leading to the property served by the meter whose reading furnishes the basis of an excessive water bill, and that such repairs have been completed so that leaks no longer exist. In lieu of a Plumber's Certificate, Augusta Utilities may accept a bill of sale for repair materials together with a notarized statement from the owner that the leak has been repaired. 3 If the leak can be verified and the customer has complied with the other provisions noted the customer is charged for the average amount of water usage plus one-half of the additional water usage for the period in question. In no case will an adjustment be made for more than a two-month period or more than two adjustments allowed within one year. Late Payment and Discontinued Service Penalties Payments are applied according to the oldest outstanding balance. The penalty date is generally fifteen calendar days after the billing date. The penalty date is noted on the billing received by the customer. A penalty of 10% of the outstanding balance is applied on any outstanding balance remaining as of the penalty date, as per Augusta Richmond County Code Title 5, Chapter 2, Section 49. Customers not satisfying the outstanding balance, including penalty, by the penalty date of the succeeding billing will have service discontinued until all arrears are paid. As stated in Title 5, "the water will not be turned on until all arrears are paid together with a delinquent fee of twenty-five dollars ($25.00) . . .." The delinquent fee is added to the bill and a notice of shut-off date or proposed shut-off date is either hand delivered to the customer's place of business or residence or posted on the door. Termination of service does not relieve the customer of the obligation to pay all outstanding bills and charges. Where service has been discontinued for lack of payment, meters are checked regularly to ensure that the meter is not tampered with. All additional fees and penalties, including unauthorized usage penalties, are applied as stated in this document. If a customer has been disconnected for thirty (30) days and settlement of the account has not been made the residence will be reported to the health department as a possible health hazard and the account will be finalized and turned over to collections., For customers who are dependent upon life support (i.e., physically dependent upon utilities to support life-sustaining equipment) Augusta Utilities may opt not to utilize discontinuation of service. The customer must provide the following to Augusta Utilities, along with an annual update: (1) certification from a ohvsician that the individual is dependent upon life support, (2) evidence to support financial need, and (3) documentation that the individual is resoonsible for the residence (i.e., title or lease in individual's name). If approved by the Augusta Utilities Director, the account will be noted as a life support account and amounts not collected will be written off against revenues every six months. The residence will be assessed semi-annually to determine whether a waiver should be continued. Augusta Utilities reserves the right to bill any bills and charges that are not collected and impose penalties if at any time it is determined that any information provided by the customer is insufficient to support the determination 4 .. that the customer is dependent upon life support and is responsible for the billings to the residence, Returned Checks A returned check is any check tendered to Augusta Utilities which is subsequently dishonored by the drawee banle Returned checks are delivered to the Cashier when returned from the bank. The Cashier reviews the account. In the instance of no prior returned checks or when only one instance has occurred within the last year, the customer's account is charged with the returned check and a returned check fee of twenty dollars ($20.00) or five percent (5%) of the total check, whichever is greater. A copy of the journal is maintained in the Returned Check Register and the customer's account is flagged with a Returned Check (RC) "tickler." A notice is delivered to the customer's business or residence by Augusta Utilities personnel indicating that the customer has three business days to make full payment. Payment must be made by cash, money order, or bank certified check. If payment is not made after three business days have elapsed, service is discontinued until all arrears are paid and an additional twenty-five dollar ($25.00) delinquent fee is charged to the account. If a returned check is received in payment of a Delinquent account, which has been previously cut off, water is cut off immediately when the notice is delivered to the door and an additional twenty-five dollar ($25.00) delinquent fee is charged to the account. If a check is returned for a customer who has two instances of returned checks within one year the account is flagged with "SPECIAL CONDITIONS - (BC) BAD CHECKS" and no checks will be accepted on the account. The account must be paid by CASH, MONEY ORDER, OR CASHIER'S CHECK for a minimum of one year. At the end of one year, the account is evaluated for credit worthiness and the "BC" designation removed to allow payment by check if the following conditions are met: 1. The customer has paid all billings and penalties in a timely manner. 2. Service has not been discontinued during the previous year due to nonpayment. 3. No charges have been assessed for unauthorized usage as stated in this policy. Unauthorized Usage Penalties Tampering with water meter - Where the water has been cut off due to nonpayment, but is being received through tampering with the water meter, a fee of sixty-five dollars ($65.00) will be charged to the account in connection with the placement of a locking device on the water meter. This fee will be in addition to any other fee previously assessed. 5 Tampering with locking device - Where a locking device place on a water meter has been broken or otherwise made ineffective, a fee of one hundred five dollars ($105.00) will be charged to the account in addition to any other fee previously assessed. Unauthorized meter or "straight line" - Where a water meter has been removed and water is being obtained through an unauthorized meter or "straight line," a fee of one hundred twenty-five dollars ($125.00) will be charged to the account in addition to any other fee previously assessed. In addition to the above penalties, the responsible party may be cited with violation of Augusta Richmond County Code Title 5, Chapter 2, Section 49, and subject to punishment as provided in Title 1, Chapter 6, Section 1. Quarterly Exception Report and Repayment Plan In the month following each fiscal quarter (January, April, July, and October), the Customer Service Division Head will submit the following reports to the Finance Committee: (l) a Delinquent Accounts Report detailing all customers with balances over 90 days in the system and (2) a Collections Report detailing all customers with balances that have been submitted for collections. These reports will include, at a minimum, the customer's name and the amount due Augusta Utilities. Any customer who has a delinquent account of more than 90 days as of the date of the adoption of this policy may submit a written repayment plan which clearly outlines the customer's ability to pay and a schedule of payments which will bring the account current, not to exceed six months, to the Augusta Utilities Director before the account has been submitted to Collections. At a minimum, the customer must satisfy one-half of the outstanding balance before a repayment plan can be considered. Although Augusta Utilities may opt to waive penalties during the repayment period, the written payment plan does not relieve the customer from paying applicable penalties that have been applied to the account or from continued penalties assessed due to nonpayment or late payment. Customers who have had two returned checks or any unauthorized usage are ineligible to submit a written repayment plan. If approved, the customer must make the scheduled repayments in addition to the current billings for each subsequent month. The balance of the account must be completely satisfied in no longer than six months. If the customer is late on any payment during the repayment period or if an insufficient check is utilized to satisfy the account at any time during the repayment period, service will be discontinued immediatelv. 6 Delinquent Accounts - Collection Collection of the customer's account is first initiated when it becomes delinquent. In the initial phase of collection, Augusta Utilities utilizes late payment penalties and discontinued service to enforce collection of outstanding amounts. Reasonable effort is made to notify the customer through these procedures. If the customer has failed to respond to these initial procedures, the debt shall be referred to an outside collection agency for further action. Service will not be restored until the outstanding balance has been satisfied., Accounts with ANY outstanding amounts due that are greater than 180 days will be removed from the system and turned over to a Collection Agency. The Customer Service division will maintain an updated, alphabetized listing, including the location and amounts outstanding, of customers who have been turned over for collections. After the account has been turned over to the Collection Agency, the customer must remit payment of the outstanding balance directly to the Collection Agency. The customer may leave a check or money order made payable to the Collection Agency with Augusta Utilities to forward to the agency, but the debt will not be considered as settled until the Collection Agency has indicated that the account has been satisfied. Individuals who have failed to pay their delinquent account balance may be reported to one or more nationally recognized credit reporting bureaus. The collection agency shall be responsible for the initial report, and for all future status updates, Augusta Utilities wiIJ deny service to customers who have a delinquent balance due either on an active account or an account that has been turned over to collections. 7 . , " . Collection Agencies Augusta Utilities will select one or more qualified private collection agencies to assist in the collection of delinquent water and sewer accounts, In order to be considered for inclusion, the collection agency must agree to the conditions set forth in this policy. The amount retained by any Agency for the collection of a debt shall be negotiated between Augusta Utilities and the Agency. The Agency shall account for and remit to Augusta Utilities the net proceeds of any amounts recovered at least once every thirty (30) days, Augusta Utilities shall be provided with a written report, by month and fiscal year to date, on collection activities including the following information with respect to each current collection matter: 1. The number and dollar value of each debt to be collected, the name of the individual, the account ID number, and the month in which the debt was received for collection. 2. All amounts actually collected on each debt, or a statement that the debt was adjusted or that a debt is uncollectible, if such is the case, 3. The date any lawsuit was filed for collection, and the date any judgement was obtained against the debtor. 4. The average total debt balance of all accounts, dollar amount collected, recovery rate, and commission percentage and amount. All figures shall be related to the month in which the debt was received. 5. Other reports which Augusta Utilities may require, Monies due Augusta Utilities shall be deposited and maintained in a non-interest bearing trust account and must be remitted to Augusta Utilities within thirty (30) days of receipt by the Agency. The Agency shall establish the trust account in the name of Augusta Utilities, or insure that Augusta Utilities is identified in its bond agreement. All debt assigned the Agency for collection by Augusta Utilities is subject to the terms and conditions as set forth in this policy. 1. The Agency shall, at its own expense, employ legal counsel to handle litigation necessary to collect the debt. 2. If litigation is filed, all costs associated with the litigation are the sole responsibility of the Agency filing the litigation. 3. The Agency may not adjust or settle any debt so assigned without prior approval of Augusta Utilities. 8 .. . . 4, Augusta Utilities must be notified within three (3) days of any threatened or actual legal action naming the City of Augusta, Augusta Utilities, or any of its employees or officers as party. Any agency selected shall remain licensed under its respective occupational licensing statutes or regulation during the term of it contract with Augusta Utilities. The Agency shall at all times act in compliance with the provisions of the "Fair Debt Collection Practices Act" and any applicable federal and state statutes. Adopted By Augusta Richmond County Commission October 5, 1999. 9