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DISPUTED BILL APPEAL PROCESS
City Council
June 14, 2022
Riverside Public Utilities
RiversideCA.gov
2 1. The RPU Disputed Bill Appeal Process Rules are adopted by the Board of Public Utilities and approved by City Council.
2. The approved processes for disputing Water bills is included in Water Rule 17; for Electric bills is included in Electric Rule 21, adopted by Board of Public Utilities on October 16, 2009, and approved by City Council on May 4, 2010.
3. On February 28, the Board of Public Utilities conducted a public hearing to consider changes to the rules and unanimously approved to recommend City Council adoption.
BACKGROUND
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3 1. The Public Utilities Customer Service Department is the first point of contact for any customer bill dispute.
2. Attempts to resolve customer disputes include having a meter re-read and having a meter tested for functionality.
3. If a customer disputes the bill, they have 10 days to be referred to the Disputed Bill Appeal Process and a series of investigative reviews take place, and a decision is
communicated to the customer.
4. All customers are entitled to the bill dispute process.
DISCUSSION
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4 1. Allow customers multiple ways to contact RPU to
dispute their utility bills.
2. Codify a commitment for staff to respond to billing
disputes within 10 calendar days.
3. Combine two similar dispute processes into one to
streamline the customer experience.
4. Update that the Board of Public Utilities is the final determination for administrative billing disputes.
HIGHLIGHTS OF THE REQUESTED CHANGES
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5 Customers who believe their utility bill is in error must first contact the Customer Service Division by telephone, in writing, or in person , by electronic mail, or on any Utility mobile or webpage form within five ten calendar days after receiving their bill to dispute the bill. and initiate a complaint or request an investigation concerning the bill. Unless stated otherwise herein, the contact info rmation is as follows: 3901 Orange Street, Riverside, CA 92501 or [email protected], or (951) 782- 0330.
The Customer Service team will review summary information of the account and seek any potential matters that could be resolved by the corresponding Rules for Meter Investigations and Adjustments of Bills and advise the customer of the results.
Water Rule 17 and Electric Rule 21 Bill Dispute Appeal Section A Recommendations: blue bold font for new text and blue strike through for removed text
BILL DISPUTE PROCESS
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6 1. Whenever the corrections of any bill for water service is questioned, the Utility shall investigate it. The Customer has ten calendar five days after receiving a bill to question its correctness as described in Rule 21. After that period the bill is considered payable as rendered.
BILL DISPUTE PROCESS
Water Rule 6 Meter Investigations and Adjustments of Bills Section A (partial):
Recommendations: blue bold font for new text and blue strike through for removed text Electric Rule 6 Meter Investigations and Adjustments of Bills Section A (partial):
1. Whenever the correctness of any bill for electric service is questioned, the Utility shall investigate it. The Customer has ten calendar five days after receiving the bill to question its correctness. After that period the bill is considered payable as rendered.
BILL DISPUTE PROCESS
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7 1. These rules outline the established process for investigating customer concerns. The only requested change to align the number of days for a customer to start the process.
2. In 2018, the Board considered billing appeals from customers related to RPU billing issues. As a result of those hearings, changes to the rules were approved to:
a. Reduce the time periods used to calculate billing of undercharges for non- residential accounts from three years to six monthly billing periods, b. Change the terminology of the time period used to calculate overcharges from one year to twelve monthly billing periods, and
c. Change the period used to calculate billing of overcharges for fast meters to be consistent with the monthly billing period for general overcharges.
BILL DISPUTE PROCESS
Water Rule 6 & Electric Rule 6 Meter Investigations and Adjustments of Bills
BILL DISPUTE PROCESS
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8 If, after contact with the Customer Service Division, the Customer believes the bill is still incorrect, the Customer must, within ten calendar days after receiving the explanation from the Customer Service Division, contact the Customer Service Manager, Collections Supervisor, or Customer Service Supervisor by phone or send a written statement by telephone, in writing, in person, by electronic mail, or any Utility mobile or webpage form regarding the disputed bill. billing dispute to the Customer Service Manager, 3460 Orange Street, Riverside, CA 92501
BILL DISPUTE PROCESS
Water Rule 17 and Electric Rule 21 Bill Dispute Appeal Section B Recommendations: blue bold font for new text and blue strike through for removed text
BILL DISPUTE PROCESS
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9 A Review Manager will be designated to conduct an investigation of the Customer’s billing dispute. The Review Manager will be the Customer Service Manager or Customer Service Supervisor, and the investigation may involve other staff at a higher level in the organization Utility. The investigation will include consideration of whether the Customer may amortize the unpaid balance over a reasonable period of time, not to exceed twelve months, but usually over a shorter time period. The results of the investigation will be communicated to the Customer in writing within 10 calendar days.
BILL DISPUTE PROCESS
The Review Manager will conduc t the investigation and send a letter to customer with the determination
Water Rule 17 and Electric Rule 21 Bill Dispute Appeal Section C Recommendations: blue bold font for new text and blue strike through for removed text
BILL DISPUTE PROCESS
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10 If the disputed bill is not resolved, the Any Customer, whose complaint or request for investigation regarding a bill for utility service results in an adverse determination by the Review Manager, may appeal such determination, after receiving the explanation from the Review Manager, by telephone, in writing, in person, by ele ctronic mail, or on a Utility RPU mobile or webpage form sending a written statement within 10 calendar days following of mailing the results of the investigation. The appeal should state explanation setting forth the reasons why the Customer believes the bill investigation is incorrect. The Customer must send this appeal statement to the Assistant General Manager, Customer Service/Business Services Finance of Public Utilities, 3750 University Avenue , 5th floor, 3901 Orange Street , Riverside, CA 92501 ,o r [email protected], or (951) 782-0330
Upon timely receipt of the written appeal statement,t h eDirector, or designee, Assistant General Manager, Finance of Public Utilities or his/her representative will determine if the Review Manager’s investigation was thorough and complete, addressing the aspects of the bill ing dispute. The results of this determination will be communicated to the Customer in writing within 10 calendar days of receipt of the appeal.
BILL DISPUTE PROCESS
The GM or AGM will review the appeal and send a letter to customer with the determination Water Rule 17 and Electric Rule 21 Bill Dispute Appeal Section D Recommendations: blue bold font for new text and blue strike through for removed text
BILL DISPUTE PROCESS
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11 If the billing dispute is not satisfactorily resolved with the Assistant General Manager, Finance of Public Utilities or his/her representative, the Customer may request a review by the Public Utilities Director by sending a written statement within five days of mailing the Assistant General Manager, Finance determination to:
Public Utilities Director, , 3901 Orange Street, Riverside, CA 92501.
Upon timely receipt of this written statement, the Public Utilities Director will make his determination and communicate said determination to the Customer in writing.
BILL DISPUTE PROCESS
This step is proposed to be combined with Section D to expedite the Customer Experience.
Water Rule 17 Bill Dispute Appeal Section D & Electric Rule 21 Bill Dispute Appeal Section E Recommendations: blue bold font for new text and blue strike through for removed text
BILL DISPUTE PROCESS
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12 If the Customer is not satisfied with the determination findings of the Public Utilities Director, or designee, the Customer may appeal to the Board of Public Utilities. The appeal must be submitted by either telephone, in writing, in person, by electronic mail, or any Utility mobile or webpage form in writing to the Public Utilities Director, as Secretary of the Board of Public Utilities, together with the reasons for the dispute within ten calendar days following mailing of the Public Utilities Director’sdetermination response.I n the absence of a timely filed appeal, the decision of the Director’s determination shall be final.
BILL DISPUTE PROCESS
Water Rule 17 and Electric Rule 21 Bill Dispute Appeal Section E F Recommendations: blue bold font for new text and blue strike through for removed text
BILL DISPUTE PROCESS
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13 Upon receipt of a timely appeal, a hearing will be held the matter will be reviewed by the Board of Public Utilities within 45 calendar days of receipt. The customer will receive notification of the hearing date, time and location. The Board’s decision will be made at the public meeting and the customer will receive A a written decision of the Board of Public Utilities shall be delivered to the Customer by personal delivery or by certified mail within fifteen calendar days following the appeal hearing.
BILL DISPUTE PROCESS
RPU staff will prepare all required notices to the Customer for the Board Hearing.
The Board will review the appeal at a public meeting. RPU staff will send the customer the decision of the Board via certified mail.
Water Rule 17 and Electric Rule 21 Bill Dispute Appeal Section E F continued Recommendations: blue bold font for new text and blue strike through for removed text
BILL DISPUTE PROCESS
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14 The decision of the Board of Public Utilities is subject to appeal to the City Council pursuant to Section 10010 of the Public Utilities Code. “The City Council has designated the Board of Public Utilities as the appropriate governing body to decide on the appeal pursuant to Section 10010 of the Public Utilities Code. The determination of the Board of Public Utilities will be the final decision.”
BILL DISPUTE PROCESS
The City Attorney’s Office will facilitate a Board training on the process for hearing a bill appeal at a future Board meeting.
Water Rule 17 and Electric Rule 21 Bill Dispute Appeal Section E F continued Recommendations: blue bold font for new text and blue strike through for removed text
BILL DISPUTE PROCESS
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15 Strategic Priority No. 5 High Performing Government
Goal 5.3. to Enhance communication and collaboration with community members to improve transparency, build public trust, and encourage shared decision-making.
Cross-Cutting Threads
STRATEGIC PLAN ALIGNMENT
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16 That the City Council adopt a resolution approving the changes to Water Rule 17, Electric Rule 21, Water Rule 6, and Electric Rule 6 as described herein.
RECOMMENDATIONRECOMMENDATION
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