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HENDERSONVILLE
UTILITY DISTRICT
CUSTOMER POLICIES
Policy Statement
The Hendersonville
Utility District (HUD) operates for the benefit of all
its customers and, while no customer shall intentionally be treated
unfairly,
no customer shall be treated in a way that compromises the
interest of other
customers.
A copy of all
our policies shall be available in the business office of the
HUD for customer
inspection during regular business hours.
HUD is subject
to various state and federal regulations and has no
discretion in matters
which would violate these policies.
Customer Complaints
All customer complaints must be received by phone, in writing or in person at the business office during regular business hours or at official meetings of the Board of Commissioners (Board). The General Manager, or his designee, shall file a written report of the customer complaint and the action of the staff regarding the complaint. The Board of Commissioners is the sole policy making body of HUD. The Board authorizes the General Manager to handle complaints concerning normal business operations of HUD. The General Manager may designate appropriate office or field staff to handle routine complaints. If the complaint is one which the General Manager is not empowered to settle, or if the action of the General Manager is unacceptable to the customer, the customer shall have the right to make such complaint in person or in writing to the Board of Commissioners.
In the absence
of specific rules or policies, the disposition of a customer complaint will
be made by the Board of Commissioners in accordance with usual and customary
practices.
Adjustments to Bills
The need to adjust a utility bill may be evident by a customer complaint of excessive billing or evidence of leakage on the customer side of the meter. If meter readers or other employees suspect leakage on the customer side of the meter, they shall attempt to notify the customer.
If an investigation of the meter and meter records establishes that the meter was misread or that there was a failure of HUD equipment a new bill will be issued using an estimated reading based on an average of the past 12 months billing for this period. If an investigation of the meter and meter records establishes that the meter was properly read and that there was no failure of HUD equipment the bill will remain valid and payable.
Leak adjustments due customers will be determined based on an average for the water billing period for the last 12 months billing plus one-half of the overage. If leak is determined not to have entered sanitary sewer, 100% of sewer charges will be adjusted less twelve (12) month average bill. Leak adjustments will not be allowed more than one occurrence per calendar year and will not be allowed for watering of lawns and gardens.
Adjustments will be made, if requested, for those customers filling their swimming pools on the sewer use portion of their bill, per the following criteria:
* Adjustments are made only after the first 5,000 gallons used
* Adjustments are at a rate of $5.39 per 1,000 gallons of water used
* Maximum adjustment is for 50,000 gallons ($269.50)
* Only one (1) adjustment allowed per calendar yearThe General Manager,
or his designee, shall file a written report of the customer billing adjustment
and the action of the staff regarding the adjustment.
Charges for New Service
Any customer or potential customer desiring utility services from HUD shall fill out a customer application form and pay a non-refundable new customer fee for service. For security reasons this application must be completed at the HUD office.
A tap fee and/or connection charge must be paid before utility service is allowed to the customer’s property. All fees are set by the Board of Commissioners and are subject to change.
No customer shall
allow multiple services on one tap. If a second residential dwelling or business
is to receive service on the same neighboring tract a second tap must be obtained.
Multi-family dwellings, mobile home parks, and commercial developments must
be served by a master meter. HUD reserves the right to specify the type and
size of meter as well as installation specifications.
Landlords Policy/Deposit
Landlords may
pay a one time $75.00 hold deposit to HUD in lieu of a connection charge for
each piece of rental property. This hold deposit may be used for multiple
services on rental property for 30 day period.
Cut-Offs and Discontinuance of Service
It is the policy of HUD that the customer is responsible for payment of service and other duly authorized charges.
The following are reasons for discontinuance of service:
a.) Non-payment of bill or other charges.
b.) Failure to comply with State, Federal or HUD rules, regulations or policies.
c.) Any threat to public health on customer premises.
d.) Tampering with HUD equipment or unauthorized service.
Service cut-offs for non-payment of bills will begin on or about the date
stated on the bill. A final notice will be mailed if payment is not received
by the due date. All other service cut-offs may be immediately upon violation.
Utility bills are recurring charges. Failure by the customer to receive a bill will not entitle the customer to be relieved of payment. The customer shall pay all costs for the discontinuance of service and any reconnection. Discontinuance of service shall not release the customer from liability for payment for service already received. HUD shall not be liable for any loss or damage resulting from discontinuance of service.
Service will be reinstated only during regular working hours, except in an emergency as determined by HUD.
HUD shall have the right to refuse service to an applicant or to any member of an applicant’s household whenever such person is delinquent on any payment to the utility or had his service discontinued because of violation of the regulations or policies of HUD.
The customer in whose name the service is furnished may request termination of service by mail, telephone or in person at the HUD office.
The General Manager, or his designee, shall file a written report regarding the discontinuance of service and the action of the staff regarding the discontinuance.
Charges for District Records
HUD is a public entity and is required to make all of our records available to anyone that requests them, with the exception of certain personnel files. All requests must be in writing and HUD must be given a reasonable time frame to reproduce any requests. HUD will charge a reasonable fee to make copies of these records to the persons requesting them.
