Customer Rights and Responsibilities

CUSTOMER RIGHTS

  1. Request his/her deposit be refunded, providing bills are paid promptly as defined in section entitled Definition of Good Credit, or discontinues service from the City.

  2. Request, free of charge, historic billing and usage information.

  3. If a utility department cannot find any reason for usage changes, the customer may request one (1) free meter test per year.  The customer has a right to the results of this test.  A fee will be charged for additional meter tests.  See Fee Schedule.

  4. Request a review of any complaint according to the grievance procedure.

CUSTOMER RESPONSIBILITIES

  1. To establish credit in at least one or more of the following ways
    Pay a cash deposit
    Provide lease agreement in customer’s name
    Provide proof of land ownership
    Provide copy of customer’s drivers license or photo identification

  2. Allow utility department personnel access to property to set up and maintain service.

  3. Pay bills by Due Date shown on each monthly bill.

  4. Notify the utility department if there is someone in the household who is either seriously ill, handicapped or on a life support system.  Notification shall include verification, in writing, from a medical doctor.  These will be reviewed and updated in January and June of each year.

  5. Notify the utility department of questions or complaints about service.

  6. Be aware of City-owned property at the customer’s home/business and safeguard it.

  7.  Install, maintain and repair wiring in the home/business.

  8. The City provides utility service for the sole use and convenience of the premises under contract.  The customer will ensure that utility service is not given or resold to a neighbor or tenant.  Violation of this policy will be cause for immediate disconnection of service.

  9. It is the customer’s responsibility to get rid of cardboard boxes resulting from a move.  The boxes must be flattened (broken down) and can be brought to the County Solid Waste Collection & Recycling Site located at 8392 River Rd (Hwy 133) in Southport.  Phone: 457-9484 AT NO CHARGE effective 7-1-98.  Hours: 8 a.m. to 6 p.m. on Monday, Wednesday, Friday, and Saturday.  Please see attachment section on Changes in Solid Waste Services for more information.

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