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Suspension of Service and Charges
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3/21/2019 at 7:45:31 PM GMT
Posts: 4
Suspension of Service and Charges





We are reviewing other cities policies/codes on base fees and suspension of services:


Do other cities continue to charge base fees when there is no usage? If so, is there a limit to the length of time the base fees accumulate?


Suspension of service:


Do other cities have a minimum/maximum amount of time a customer can 'suspend service'? This involves vacant locations for periods of time where the city would not charge base fees provided there is no usage?


Any input would be appreciated - thank you for your time.


Jacqueline Denlinger

3/29/2019 at 12:26:25 AM GMT
Posts: 5
We charge base fees if the account is active even if there is no consumption but we do not require that each service location have an active account. For instance if the property is between tenants or the owner is a snowbird, it is ok for there to be a closed account at that location until someone is living at the property.
However, if an account has been disconnected for non payment and we notice there has not been consumption, we will work with Meter Services to verify there has not been tampering and that the property looks vacant. In that case we will close the account. We do not want the customer to accumulate charges when they are not there - many times a tenant moves out, stops paying the bill and just doesn't notify us to close the account.
HOpe this helps!

Leslie Nieves Giltner
Customer Service Manager
Gilbert, AZ
90 East Civic Center Drive | Gilbert, AZ 85296
Work: 480.503.6801 | Fax: 480.503.6180

3/29/2019 at 12:45:24 AM GMT
Posts: 1
City of Tempe follows the same rules on base fees as the Town of Gilbert As long as the account is active, we will continue to charge the base fees even if no consumption through the meter. We will turn water off on delinquent accounts, and proceed to final the account if the customer does not attempt to make a payment within 6 days from the delinquent cut off date.
Thank you.
Tarja Nummela
Customer Services Manager
City of Tempe

4/1/2019 at 3:32:19 PM GMT
Posts: 3
City of Surprise also continues to charge base fees on a account which has water service disconnected for non-pay. Like Gilbert we follow-up on disconnected accounts to ensure there is no tampering/consumption. If no consumption is found we will final bill the account before it generates its next monthly bill so base charges do not accrue. Doing this allows the system to apply the deposit on the account to pay the outstanding bill. If/when the same customer wants to have service restored they must pay a new deposit.

Don Rhoden
City of Surprise

4/2/2019 at 7:10:22 PM GMT
Posts: 2
The City of Mesa charges base fees as long as the services are active. We do not require for services to be active at every property.

When customers are disconnected for non-pay, services are locked off to prevent any additional consumption from occurring. If payment is not made and services restored within 3 days, the account will go into Final status and closed; any deposit held will apply towards the unpaid balance.

Teresa Simpson
Customer Service Supervisor
City of Mesa
Office: 480-644-4566
Fax: 480-644-2834

4/29/2019 at 11:35:18 PM GMT
Posts: 1
I'm sorry for the late response. Peoria is similar to Gilbert and will close out an account as Surprise does. After this process if the account is disconnected, no one responds and there is still no use after the follow up in the next week we will close the account for nonpayment. I have to check the settings to see if we can receive an email notice when someone posts a question. Smile

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