- You are here:
- Home
- Government
- Departments
- Utilities
- Useful Utility Information
- Backbilling & Refund Policy
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.
- 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.
- 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.