(1)
Customer information.
a. Each utility shall:
(1) Post a notice in a conspicuous place in
each office of the utility where applications for service are received,
informing the public that copies of the rates and rules relating to the service
of the utility are available for public inspection.
(2) Maintain up-to-date maps, plans, or
records of its entire water system.
(3) Upon request, assist the customer or
prospective customers in selecting the most economic rate schedule available
for the proposed type of service.
(4) Upon request, inform the customer as to
the method of reading meters and the method of computing the customer's
bill.
(5) Notify customers affected
by a change in rates or rate classification as directed in the board's rules of
practice and procedures.
b. Inquiries for information or complaints to
a utility shall be resolved promptly and courteously. Employees who receive
customer telephone calls and office visits shall be qualified and trained in
screening and resolving complaints, to avoid a preliminary recitation of the
entire complaint to employees without ability and authority to act. The
employee shall provide identification to the customer which will enable the
customer to reach that employee again if needed.
c. Each utility shall notify its customers,
by bill insert or notice on the bill form, of the address and telephone number
where a utility representative qualified to assist in resolving the complaint
can be reached. The bill insert or notice shall also include the following
statement: "If (utility name) does not resolve your complaint, you may request
assistance from the Iowa Utilities Board by calling 1-877-565-4450, by writing
to 1375 E. Court Avenue, Des Moines, Iowa 50319-0069, or by email to
customer@iub.iowa.gov."
d. The bill
insert or notice on the bill will be provided no less than annually. Any
utility which does not use the standard statement described in this subrule
shall file its proposed statement in its tariff for approval. A utility which
bills by postcard may place an advertisement in a local newspaper of general
circulation or a customer newsletter instead of a mailing. The advertisement
must be of a type size that is easily legible and conspicuous and must contain
the information set forth above.
(2)
Customer deposits.
a.
Deposit required. Each
utility may require from any customer or prospective customer a deposit
intended to guarantee payment of bills for service.
b.
Amount of deposit. The
total deposit shall not be less than $5 nor more in amount than the maximum
estimated charge for service for 90 days or as may reasonably be required by
the utility in cases involving service for short periods or special
occasions.
c.
New or
additional deposit. A new or additional deposit may be required from a
customer when a deposit has been refunded or is found to be inadequate. Written
notice shall be mailed advising the customer of any new or additional deposit
requirement. The customer shall have no less than 12 days from the date of
mailing to comply. No written notice is required to be given of a deposit
required as a prerequisite for commencing initial service.
d.
Customer's deposit
receipt. The utility shall issue a receipt of deposit to each customer
from whom a deposit is received.
e.
Interest on customer deposits. Interest shall be paid by the
utility to each customer required to make a deposit. Utilities shall compute
interest on customer deposits at 7.5 percent per annum, compounded annually.
Interest for prior periods shall be computed at the rate specified by the rule
in effect for the period in question. Interest shall be paid for the period
beginning with the date of deposit to the date of refund or to the date that
the deposit is applied to the customer's account, or to the date the customer's
bill becomes permanently delinquent. The date of refund is that date on which
the refund or the notice of deposit refund is forwarded to the customer's
last-known address. The date a customer's bill becomes permanently delinquent
is the most recent date the account is treated as uncollectible.
f.
Deposit refund. The
deposit shall be refunded after 12 consecutive months of prompt payment, unless
the utility has evidence to indicate that the deposit is necessary to ensure
payment of bills for service. In any event, the deposit shall be refunded upon
termination of the customer's service.
g.
Unclaimed deposits. The
utility shall make a reasonable effort to return each unclaimed deposit and
accrued interest after the termination of the services for which the deposit
was made. The utility shall maintain a record of deposit information for at
least two years or until such time as the deposit, together with accrued
interest, escheats to the state pursuant to Iowa Code section
556.4
at which time the record and deposit, together with accrued interest, less any
lawful deductions, shall be sent to the state treasurer pursuant to Iowa Code
section
556.13.
(3)
Customer bill forms. The
utility shall bill each customer as promptly as possible following the reading
of the customer's meter. Each bill, including the customer's receipt, shall
show:
a. The date and the reading of the
meter at the beginning and at the end of the period or the period for which the
bill is rendered.
b. The number of
units metered when applicable.
c.
Identification of the applicable rates.
d. The gross and net amount of the
bill.
e. The late payment charge
and the latest date on which the bill may be paid without incurring a penalty.
f. A distinct marking to identify
an estimated bill.
(4)
Bill payment terms. The bill shall be considered rendered to
the customer when deposited in the U.S. mail with postage prepaid. If delivery
is by other than U.S. mail, the bill shall be considered rendered when
delivered to the last-known address of the party responsible for payment. There
shall be not less than 20 days between the rendering of a bill and the date by
which the account becomes delinquent.
a.
Late payment charge. A utility's late payment charge shall not
exceed 1.5 percent per month of the past due amount.
b.
Charge forgiveness. Each
account shall be granted not less than one complete forgiveness of a late
payment charge each calendar year. The utility's rules shall be definitive that
on one monthly bill in each period of eligibility, the utility will accept the
net amount of such bill as full payment for such month after expiration of the
net payment period. The rules shall state how the customer is notified that the
eligibility has been used.
(5)
Customer records. The
utility shall retain customer billing records for the length of time necessary
to permit the utility to comply with 21.4(6), but not less than three
years.
(6)
Adjustment of
bills. Bills which are incorrect due to meter or billing errors are to
be adjusted as follows:
a.
Fast
meters. Whenever a meter in service is tested and found to have
overregistered more than 2 percent, the utility shall adjust the customer's
bill for the excess amount paid. The estimated amount of overcharge is to be
based on the period the error first developed or occurred. If that period
cannot be definitely determined, it will be assumed that the overregistration
existed for a period equal to one-half the time since the meter was last
tested, or one-half the time since the meter was installed unless otherwise
ordered by the board. If the recalculated bill indicates that more than $5 is
due an existing customer, the full amount of the calculated difference between
the amount paid and the recalculated amount shall be refunded to the customer.
If a refund is due a person no longer a customer of the utility, a notice shall
be mailed to the last-known address.
b.
Nonregistering meters.
Whenever a meter in service is found not to register, the utility may render an
estimated bill.
c.
Slow
meters. Whenever a meter is found to be more than 2 percent slow, the
utility may bill the customer for the amount the test indicates the customer
has been undercharged for the period of inaccuracy, or a period as estimated in
21.4(6)"a" unless otherwise ordered by the board.
d.
Overcharges. When a
customer has been overcharged as a result of incorrect reading of the meter,
incorrect application of the rate schedule, incorrect connection of the
metering installation, or other similar reasons, the amount of the overcharge
shall be adjusted, refunded, or credited to the customer. The time period for
which the utility is required to adjust, refund, or credit the customer's bill
shall not exceed five years unless otherwise ordered by the board.
e.
Undercharges. When a
customer has been undercharged as a result of incorrect reading of the meter,
incorrect application of the rate schedule, incorrect connection of the
metering installation, or other similar reasons, the tariff may provide for
billing the amount of the undercharge to the customer. The time period for
which the utility may adjust for the undercharge need not exceed five years
unless otherwise ordered by the board. The maximum bill shall not exceed the
billing for like charges (e.g., usage-based, fixed, or service charges) in the
12 months preceding discovery of the error unless otherwise ordered by the
board.
(7)
Refusal or disconnection of service. Service may be refused or
discontinued only for the reasons listed in paragraphs 21.4(7)
"a" through
"f" below. Unless otherwise
stated, the customer shall be permitted at least 12 days, excluding Sundays and
legal holidays, following mailing of notice of disconnect in which to take
necessary action before service is discontinued. When a
person is refused
service, the utility shall notify the
person promptly of the reason for the
refusal to serve and of the
person's right to file a complaint about the
utility's decision with the
board.
a. Without
notice in the event of an emergency.
b. Without notice in the event of tampering
with the equipment furnished and owned by the utility or obtaining water by
fraudulent means.
c. For violation
of or noncompliance with the utility's rules on file with the board.
d. For failure of the customer to permit the
utility reasonable access to its equipment.
e. For nonpayment of bill, provided that the
utility has:
(1) made a reasonable attempt to
effect collection;
(2) given the
customer written notice that the customer has at least 12 days, excluding
Sundays and legal holidays, in which to make settlement of the account;
and
(3) given the customer the
written statement of the customer's rights and responsibilities to avoid a
shutoff, as required by subrule 21.4(8). In the event there is dispute
concerning a bill, the utility may require the customer to pay a sum of money
equal to the amount of the undisputed portion of the bill pending settlement
and thereby avoid discontinuance of service for nonpayment of the disputed bill
for up to 45 days after the rendering of the bill. The 45 days shall be
extended by up to 60 days if requested of the utility by the board in the event
the customer files a written complaint with the board.
f. For failure to pay a debt owed to a city
utility, city enterprise, combined city utility, or combined city enterprise
for wastewater service or services of sewer systems, storm water drainage
systems, or sewage treatment. Disconnection of water service pursuant to this
paragraph shall only be allowed if the governing body of a city utility, city
enterprise, combined city utility, or combined city enterprise has entered into
a written agreement with the utility that includes provisions:
(1) Requiring that a notice of disconnection
of water service for failure to pay a debt owed to the city utility, city
enterprise, combined city utility, or combined city enterprise for wastewater
service or services of sewer systems, storm water drainage systems, or sewage
treatment be made by the utility and allow the customer 12 days, excluding
Sundays and legal holidays, after the mailing of the notice to take necessary
action to satisfy the debt.
(2)
Providing for prompt notice from the city utility, city enterprise, combined
city utility, or combined city enterprise to the utility that the debt for
wastewater service or services of sewer systems, storm water drainage systems,
or sewage treatment has been satisfied and providing that, once notified of the
payment of the debt, the utility shall reconnect water service to the customer
as provided for in the utility's tariff.
(3) Requiring the city utility, city
enterprise, combined city utility, or combined city enterprise, prior to
contacting the utility for disconnection of water service to a customer, to
have completed the disconnection notification procedures established in the
tariffs or ordinances of the city utility, city enterprise, combined city
utility, or combined city enterprise.
(4) Providing that the customer may be
charged a fee for disconnection and reconnection of water service by the
utility for failure of the customer to pay a debt owed to the city utility,
city enterprise, combined city utility, or combined city enterprise for
wastewater service or services of sewer systems, storm water drainage systems,
or sewage treatment, that the fee be no greater than the rates or charges
established for reconnection and disconnection of water service in the
utility's tariffs approved by the board, and that recovery of lost revenue by
the utility as a result of disconnection of water service pursuant to this
paragraph is not authorized under these rules.
(8)
Statement of customer rights and
responsibilities. In addition to providing the written notice of
disconnect required by subrule 21.4(7), a utility shall, prior to refusing
water service due to nonpayment of a bill, provide the customer a written
statement of rights and responsibilities to avoid shutoff. Any utility which
does not use the standard form set forth below shall electronically submit its
proposed form to the
board for approval. A utility which is preparing to
disconnect water service due to nonpayment of a bill for sanitary sewage
disposal service or storm water drainage service shall replace the words "water
service" in the form below with the words "sanitary sewage disposal service" or
"storm water drainage service" as appropriate. The utility shall provide the
customer with the written statement of customer rights and responsibilities at
the same time it provides the customer the written notice of disconnect.
CUSTOMER RIGHTS AND RESPONSIBILITIES TO AVOID SHUTOFF
OF WATER SERVICE FOR NONPAYMENT
1.
What can I do if I receive a notice
from the utility that says my water service will be shut off because I have a
past due bill?
a. Pay the bill in
full; or
b. Tell the utility if you
think part of the amount shown on the bill is wrong. However, you must still
pay the part of the bill you agree you owe the utility (see #2
below).
2.
What
should I do if I believe my bill is not correct?
You may dispute your utility bill. You must tell the utility
that you dispute the bill. You must pay the part of the bill you think is
correct. If you do this, the utility will not shut off your service for 45 days
from the date the bill was mailed while you and the utility work out the
dispute over the part of the bill you think is incorrect. You may ask the Iowa
Utilities Board for assistance in resolving the dispute. (See #6 below.)
3.
When can the utility
shut off my utility service because I have not paid my bill?
The utility will not shut off your service for up to 45 days
from the rendering of the bill if you have notified the utility that you
dispute a portion of your bill and you pay the part of the bill that you agree
is correct. The 45 days will be extended by up to 60 days if requested of the
utility by the Utilities Board in the event you file a written complaint with
the Utilities Board.
4.
How will I be told the utility is going to shut off my service?
You must be given a written notice at least 12 days before
the utility service can be shut off for nonpayment. The 12-day period does not
include Sundays and legal holidays.
5.
If service is shut off, when will
it be turned back on?
a. The utility
must turn your service back on promptly if you pay the whole amount you owe or,
in the event that you dispute a portion of the bill, if you pay the portion of
the bill that is not under dispute (see #2 above).
b. The utility may charge you a fee to turn
your service back on. Those fees may be higher in the evening or on weekends,
so you may ask that your service be turned on during normal utility business
hours.
6.
Is there
any other help available besides my utility?
If the utility has not been able to help you with your
problem, you may contact the Iowa Utilities Board toll-free at You may also
write the Iowa Utilities Board at 1375 E. Court Avenue, Des Moines, Iowa
50319-0069, or by email at customer@iub.iowa.gov. Low-income customers may also
be eligible for free legal assistance from Iowa Legal Aid, and may contact
Legal Aid at 1-800-532-1275.
(9)
Reconnection and
charges. In all cases of discontinuance of service where the cause of
discontinuance has been corrected, the utility shall promptly restore service
to the customer. The utility may make a reasonable charge applied uniformly for
reconnection of service.
(10)
Insufficient reasons for denying service. The following shall
not constitute sufficient cause for refusal of service to a present or
prospective customer:
a. Delinquency in
payment for service by a previous occupant of the premises to be
served.
b. Failure to pay the bill
of another customer as guarantor thereof.
c. Failure to pay for a different type or
class of utility service, except sanitary sewage disposal service or storm
water drainage service. Disconnection of water service pursuant to the
provisions of paragraph 21.4(7)"f" is not considered a
different type or class of public utility service for purposes of subrule
21.4(10).
d. Delinquency in payment
for service arising more than ten years prior, as measured from the most recent
of the last date of service, the physical disconnection of service, or the last
payment or promise of payment made by the customer.
(11)
Customer complaints. A
"complaint" shall mean any objection to the charge, facilities, or quality of
service of a utility.
a. Each utility shall
investigate promptly and thoroughly and keep a record of all complaints
received from its customers that will enable it to review its procedures and
actions. The record shall show the name and address of the complainant, the
date and nature of the complaint, and its disposition and the date
resolved.
b. All complaints caused
by a major service interruption shall be summarized in a single
report.
c. A record of the original
complaint shall be kept for a period of three years after final settlement of
the complaint.