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1 RiversideCA.gov
1 RiversideCA.gov
BILLING DISPUTE APPEAL OF
DETERMINATION FOR WATER SERVICE AT
2639 BRADEN PLACE
City Council
Month Day, 2024
Riverside Public Utilities
RiversideCA.gov
2 The process for customers to dispute correctness of any water service bill is codified in Water Rule 6 for Meter Investigations and Adjustment of Bills and Water Rule 17 for the Disputed Bill Appeal Processes:
Water Rule 17, Section E:
If the Customer is not satisfied with the determination of the Director, or designee, the Customer may appeal to
the Board of Public Utilities.
WATER RULES
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2 RiversideCA.gov
3 The appeal procedure order of discussion is included in Resolution 23976, section X.A.3 Appeals/Quasi-Judicial Hearings:
1) Staff presentation, information and reports, followed by questions from the Mayor and Councilmembers
2) Appellant presentation, comments and information, followed by questions from the Mayor and Councilmembers
3) Public comments
4) Closing statements by appellant
5) Closure of public testimony
6) Mayor and City Council discussion, including questions, discussion, motion, and action
PROCESS FOR CITY COUNCIL
RiversideCA.gov
4 On July 31, 2023, Dianne Koster communicated with the City that she had filed a claim with her homeowner’s insurance, that a previous claim to the City had been denied, and that her water bill was too much.
On August 25, 2023, Customer Service Manager Alma Franco mailed the Summary of Investigation Results from her review of the records for the water billing dispute at 2639 Braden.
The conclusion of the investigation was that the billings were calculated correctly, and the water meter reading were in alignment with the c orresponding seasonal history of water used at the property.
On August 30, 2023, staff confirmed receipt of voicemail messages from Dianne Koster requesting reconsideration of the water bill dispute appeal.
On September 11, 2023, Assistant General Manager Carlie Myers mailed the Summary of Investigation Results from her review of the records for the water billing dispute. The conclusion of the investigation was that the billings were calculated correctly, and the water meter reading were in alignment with the correspon ding seasonal history of water used at the property.
BACKGROUND
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5 1. On September 23, 2023, Ms. Koster expressed her dissatisfaction with the results of September 11, 2023 Summary of Investigations letter from the Assistant General Manager for the water billing dispute and requested all permits be pulled prior to scheduling a meeting.
2. On September 25, 2023, Ms. Koster emailed stating she didn’t need to go to a hearing to resolve issues.
3. On October 4, 2023 Ms. Koster requested response to leak in the water meter box. It was explained that the leak was on the customer side of the meter and advised her to seek the assistance of a plumber for repairs.
4. On November 6, 2023 water and electric services were disconnected at 2639 Braden for nonpayment of services. Ms. Koster spoke with Assistant General Manager and expressed she wished to move forward with a Board hearing.
BACKGROUND
RiversideCA.gov
6 1. On November 7, 2023, AGM Myers informed Ms. Koster via email that her water billing dispute would be included in the December 11, 2023, Board of Public Utilities a genda and the Notice of Hearing package was mailed to her certified and regular mail
2. On November 30, 2023, the Notice of Hearing, along with the final December 11, 2023, Board agenda, Board report and attachments, was mailed to Dianne Koster at 2639 Braden Place.
3. On December 7, 2023, Dianna Koster emailed staff to report that she would not attend the Board meeting.
BACKGROUND
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4 RiversideCA.gov
7 1. On December 11, 2023, the Board of Public Utilities conducted the billing dispute hearing requested by Dianna Koster. Dianna Koster did not attend the meeting. The Board of Public Utilities unanimously upheld the staff recommendation to deny the appeal and upheld the Public Utilities Department finding that the billings were calculated accurately.
2. On December 18, 2023, the notice for the Board of Public Utilities Decision was mailed certified and regular mail to Dianna Koster.
3. On December 21, 2023, Dianna Koster left a voicemail message with AGM Myers that she was appealing the water billing dispute decision because she said that when the meter was installed, it was installed incorrectly and that she would be providing videos.
DISCUSSION
RiversideCA.gov
8 WATER USE HISTORY
The August 2023 usage of 150 cubic feet of water consumption aligns with the other years of usage at the same location, same owners, and month of service.
Water Consumption
(Cubic Feet)Billing DateWater Consumption
(Cubic Feet)Billing Date
132Aug-17150Aug-23
169Aug-1679Aug-22
60Aug-1522Aug-21
100Aug-1425Aug-20
134Aug-13131Aug-19
130Aug-12146Aug-18
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5 RiversideCA.gov
9 Strategic Priority No. 5 - High Performing Government Goal 5.3 - Enhance communication and collaboration with community members to improve transparency, build public trust, and encourage shared decision-making.
Cross-Cutting Threads
STRATEGIC PLAN ALIGNMENT
RiversideCA.gov
10 That the City Council deny the appeal from Dianna
Koster for water utility services from July 2023 to
September 2023, at 2639 Braden Place, and uphold the
Board of Public Utilities decision to deny the appeal.
RECOMMENDATION
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