Backbilling & Refund Policy

Over / Under Billing

Any utility account found to be under billed or over billed shall be corrected immediately.
Accounts found to have been under billed will be back billed for the correct amount for the period of the under billing but not to exceed 12 months.
Accounts found to have been over billed will be credited for all amounts that were over billed within the past 12 months.

Payment of Back-Billing

Any back billing that exceeds the customer's current ability to pay may be set up on a payment arrangement approved by the Customer Service Supervisor.
Although payments may be established, all amounts due will remain on the customer's monthly utility bill. Failure to make any payment as agreed will result in interruption of utility service.
Late fees may be deleted, at the discretion of the Customer Service Supervisor, so long as all payments were made as agreed.

Case By Case Consideration of Errors

Each account which is determined to be in error will be reviewed on a case by case basis to consider the cause of the error, the cost of research and correction, the knowledge and/or intent of the customer, the payment history and longevity of the customer, the customer's ability to pay, and any other circumstances that deserve consideration.
The full or partial back-billing amount may be waived at the discretion of the Utilities Director or Customer Service Supervisor if it is deemed in the best interest of the city and the customer.