City of Riverside
Public Utilities Department
6-1
Meter Investigations and Adjustment of Bills
Adopted by Board of Public Utilities: May 13, 2019
Approved by City Council: June 4, 2019
Effective Date: June 4, 2019
Board Resolution No. 2019-2
Council Resolution No. 23450
WATER RULE 6
METER INVESTIGATIONS AND ADJUSTMENTS OF BILLS
A. GENERAL
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 No. 21. After that period the bill is considered payable as rendered.
2. In cases where there are inaccuracies of recording of water use, or bills reflecting clerical or meter errors, or in disputed cases where water consumption, dates, or other provisions are subject to exact determination, proper adjustments in the billing shall be authorized by the Director or his/her authorized agent.
3. In cases where consumption, dates or other factors re quired for application of rate schedules or other provisions are not subject to exact determination or are in question, or in disputed cases relative to service or rate application, the Utility shall establish such factors by tests, analysis, and investiga tions to determine the proper basis for making an adjustment, if any. The Customer may appeal all adjustments as described in Rule No. 17.
4. In all cases above, the following limitations shall apply:
a. Overcharges shall not be recomputed and credited to any account for a period in excess of twelve monthly billing periods prior to the discovery of an error, or the date the bill was questioned, whichever occurs earlier.
b. Undercharges shall not be recomputed and billed to
residential accounts for a length of time exceeding four monthly billing periods prior to the discovery of an error.
c. Undercharges shall not be recomputed and billed to non - residential accounts for a period in excess of six monthly billing periods prior to the discovery of an error.
d. Any change in rate schedules pursuant to Section E shall be made prospectively in accordance with Section E.2.
City of Riverside
Public Utilities Department
6-2
Meter Investigations and Adjustment of Bills
Adopted by Board of Public Utilities: May 13, 2019
Approved by City Council: June 4, 2019
Effective Date: June 4, 2019
Board Resolution No. 2019-2
Council Resolution No. 23450
B. METER INVESTIGATIONS
1. Meter Verification Read
Whenever the accuracy of a water meter is questioned, the Customer may request that the meter be re-read. Upon such request, the Utility shall re -read the meter. The Customer may witness the re- read, or have a representative present. No charge will be made for this re-reading except under the following conditions: If a Customer requests an additional special read within one year of receiving a free meter re-read, a service charge may be assessed. If the original meter reading is found to be in error, the service charge will be removed.
If the re -read is the result of an access problem, refer to Rule No.
20. 2. Meter Test
Whenever the accuracy of a water meter is questioned, the Customer may request that the meter be examined and t ested by the Utility. Upon such request, the Utility shall examine and test the meter. The Customer may witness the tests, or have a
representative present. No charge will be made for this test except under the following conditions: If a Customer requests an additional test (or tests) within one year of receiving a free meter test, a deposit will be required prior to receiving a test.
If the meter is found to register over 2% more than actually passes through it under conditions of normal operation, another meter shall be substituted and the deposit refunded to the Customer. If no error factor is found, or if an error factor is found, but it is less than 2%, the deposit shall be retained.
C. ADJUSTMENT OF BILLS FOR METER ERROR
1. Mis-Read or Estimated Reads
When a water meter is found to have been mis -read or estimated incorrectly, the Utility shall correct the reading and adjust the Customer’s account. A corrected bill for the last billing period involved in the correction may be sent.
City of Riverside
Public Utilities Department
6-3
Meter Investigations and Adjustment of Bills
Adopted by Board of Public Utilities: May 13, 2019
Approved by City Council: June 4, 2019
Effective Date: June 4, 2019
Board Resolution No. 2019-2
Council Resolution No. 23450
2. Fast Meters
When a water meter is found to be more than 2% fast, the Utility shall credit to the Customer the overcharge based on the corrected meter readings for the period in which the meter was in use, in accordance with section A-4.
3. Slow Meters
When a meter is found to register more than 2% slow, the Utility may render a bill in accordance with section A-4 for water consumed but not charged by bills previously rendered.
4. Non-Registering Meters
If a previously properly registering meter fails to register during any period, the Customer shall be charged with an average
consumption as shown by the meter when in use and registering correctly during a corresponding season. If no corresponding seasonal history is available, t he Utility shall estimate consumption based on actual usage after the meter has been replaced, using seasonal variations. Additional adjustment may be made after Customer provides acceptable verbal or written proof to the satisfaction of the Utility. Undercharges shall be computed in accordance with section A-4.
D. DIVERSION
The collection limitation provisions of this Rule shall not apply to situations where it is determined that Diversion is involved as noted in Rule No. 19.
E. APPLICABLE RATE SCHEDULE
1. Applicable Rate Schedule
For Customers applying for service at an existing service address, the Utility will assign a water rate schedule based on the characteristics of the service address. The Utility will presume that any water rate previously assigned to that service address is the appropriate schedule, unless the Customer requests a review for another applicable rate schedule, rate, or optional provision. In certain situations when a Customer does not qualify for a water rate previously assigned to that service address, the Utility will assign the applicable rate to the Customer. The Utility assumes no responsibility for advising the Customer of lower optional rates City of Riverside
Public Utilities Department
6-4
Meter Investigations and Adjustment of Bills
Adopted by Board of Public Utilities: May 13, 2019
Approved by City Council: June 4, 2019
Effective Date: June 4, 2019
Board Resolution No. 2019-2
Council Resolution No. 23450
under existing schedules available as a result of the Customer’s changes to the characteristics of the service address.
2. Change of Rate Schedule
A change to the applicable rate schedule may be made if the Utility determines that the Customer no longer qualifies for the assigned rate schedule. The change will become effective for service rendered after the next regular meter reading following verification and approval by the Utility of such eligibility.