City Code Section
- A. The City Administrator may authorize an adjustment of up to $5,000 to a ratepayer’s utility account separate from or in addition to the amount of a billing error correction when it is deemed necessary for the proper conduct of the business of BES to do so.
- B. When BES determines that a billing error has occurred, the City Administrator may authorize an adjustment of the ratepayer’s utility account for the period of the error, not to exceed three years from the date the error is identified and documented by BES. Corrections can only be made when consumption or billable area data and billing amounts can be validated by ratepayer or City records, to the satisfaction of the City Administrator.
- C. Except as set forth in this Subsection, a ratepayer’s eligibility for an adjustment will end six months after the date a final bill was issued for the subject account. The City Administrator may authorize an adjustment to the outstanding balance of a closed utility account more than six months after the issuance of the account’s final bill if the error resulted from fraudulent activity or inaccurate information provided to the City.
- D. Adjustments will be in the form of credits or additional charges to active utility accounts. Refunds for billing adjustments are reserved for ratepayers who do not have active utility accounts and must be approved by the City Administrator.
- E. Ratepayers who receive a back-billing or a delayed billing resulting from a City billing error will be offered the opportunity to pay the balance due over a set period based on then-current City collection policies.