HomeMy WebLinkAboutReso 80-19 Scheduled Turn on and Turn off, Account privacy and protection and CollectionsRESOLUTION NO. 80=19
RESOLUTION OF THE CITY COUNCIL
OF THE CITY OF MORRO BAY, CALIFORNIA,
ADOPTING A SCHEDULED TURN ON/TURN OFF PROCEDURAL POLICY, ACCOUNT
PRIVACY AND PROTECTION POLICY, AND COLLECTIONS POLICY
THE CITY COUNCIL
City of Morro Bay, California
WHEREAS, The City of Morro Bay regularly receives requests to schedule turn on and turn offs
of City Utilities; and
WHEREAS, the City of Morro Bay regularly receives requests for customer account information
from non -customers; and
WHEREAS, the City of Morro Bay utilities do have past due accounts; and
WHEREAS, staff recommends the City Council adopt the proposed Scheduled Turn on/Turn Off
Procedural Policy to formalize a policy for consistent administrative application by staff; and
WHEREAS, staff recommends the City Council adopt the proposed Account Privacy and
Protection policy for consistent administrative application by staff; and
WHEREAS, staff recommends the City Council adopt the proposed Collections policy for
consistent administrative application by staff; and
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Morro Bay, California,
that the "Scheduled Turn On Turn Off Procedural Policy" as documented in Exhibit A, attached hereto
and incorporated herein, is hereby approved; and
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Morro Bay, California,
that the "Account Privacy and Protection Policy" as documented in Exhibit B, attached hereto Cl"
incorporated herein, is hereby approved.
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Morro Bay, California,
that the "Collections Policy" as documented in Exhibit C, attached hereto and incorporated herein, is
hereby approved.
PASSED AND ADOPTED by the City Council of the City of Morro Bay at a regular meeting
thereof held on the 24th day of September 2019, by the following vote:
AYES:
NOES:
ABSENT
one
Headding, Addis, Davis,
None
N
ATTEST:
rA L^t & vw 3=1
DANA SWANSON, City Clerk
Heller, McPherson
Resolution No. 80-19
Exhibit A
f~ I
COUNCIL POLICY
Scheduled Turn On/Off Procedural Policy for Utilities
Policy Statement
The City of Morro Bay (City) Public .Works Department, Water and Sewer Divisions, are
responsible for the collection and treatment of wastewater for over 5,000 customers within City
limits and delivery of potable water to a similar number of customers.
The Turn On/Off procedural policy ("policy") is designed to set forth procedures to best serve
citizens and staff.
Purpose
The Scheduled Turn On/Off Procedural Policy for Utilities is to provide the most efficient customer
service to citizens by setting procedures for the starting and cancelling of water and sewer service.
Definitions
Scheduled Water/Sewer Turn Off — At the request of Primary customer the water account will be
closed out with a final read of the meter by the Technicians.
Scheduled Water/Sewer Turn On - To establish water/sewer service, the Primary customer will.
need to provide the required documents and the Technicians will then provide a beginning read of
the meter.
Scheduled Turn Off Procedure
A scheduled water/sewer Turn Off shall be requested by the Primary customer at least one (1)
business day before start of business on day you wish to have service discontinued to avoid same
Jay service fee. The Primary customer will have to provide the following:
• Verification of identity by either phone or in person (acceptable formats provided below):
o Confirmation of information listed on file (i.e., last four of social security number,
State -issued ID number, date of birth, mailing address or email address).
Page 1 Scheduled Turn On/Off Procedural Policy for Utilities
Resolution No. 80-19
Exhibit A
Scheduled Turn On Procedure
A scheduled water/sewer Turn On shall be requested by the Primary customer at least one (1)
business day before start of business on day you wish to have service established to avoid same
day service fee. The Primary customer will need to provide the following during normal City Hall
operating hours:
® Completed and signed Turn on Request Form.
® Legal photo ID (expired ID forms will not be accepted unless coupled with another form of
identification).
® Tenants —City must receive deposit, per the City's adopted Master Fee Schedule, before
the water/sewer turn on.
® All first-time customers will be charged an application fee per the City's adopted Master Fee
Schedule.
® Same Day Service Fee is the cost for an account when setup is required for same day
service. This is a one-time, non-refundable fee and this type of request cannot be canceled
once activated.
® A Primary Customer with a completed Auto On form on file may request same day turn -on
over the phone. The Utility Clerk will verify and complete the turn on request form with the
information provided.
Property management companies are able to request a turn on via phone one (1) business day in
advance and are subject to the After Hours Fee noted above. The Utility Clerk will verify and
complete the turn on request form with the information provided.
This policy applies to all customers of the City of Morro Bay who have a utility billing account with
the City. The Finance Department is responsible for the administration and enforcement of this
policy.
Page 2 Scheduled Turn On/Off Procedural Policy for Utilities
Resolution No. 80-19
Exhibit B
CAI
COUNCIL POLICY
Account Privacy and Protection Policy
Policy Statement
The City of Morro Bay (City) Public Works Department, Water and Sewer Divisions, are
responsible for the collection and treatment of wastewater for over 5,000 customers within City
limits and delivery of potable water to a similar number of customers.
The Account Privacy and Protection Policy ("Policy") is designed to set forth procedures to best
serve citizens and staff.
Purpose
The Policy is to provide privacy, protection and the most efficient customer service to a utility
account holder.
Definitions
Primary Customer —Person or company whose name is on the utility account.
POA —Power of Attorney
Associated Customer —Secondary person or company who is listed on the account.
Account Privacy and Protection
The City respects the privacy rights of its customers and does not disclose utility account
information except as provided below and as required by State.or Federal law.
The Primary Customer and Associated Customer can have any information listed on the account;
such as consumption reports, transaction reports, contact information, associated customers
and/or notes on the account.
Changes to an existing utility account can be made to an account by a Primary Customer or an
executor of a POA for the Primary Customer. Possible changes that can be made are contact
information, addition of an Associated Customer, or termination of the account. The requesting
person must provide the following:
• Verification of identity can be provided by either phone or in person (acceptable formats
provided below):
o Legal photo ID
o Confirmation of identifying information listed on the account
o A copy of POA stating executor
o Legal photo ID of executor
This Policy applies to all customers of the City of Morro Bay who have a utility billing account with
the City. The Finance Department is responsible for the administration and enforcement of this
policy.
Page 1 Account Privacy and Protection Policy
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JULVN1,/-'
COUNCIL POLICY
Delinquent Account Collections Procedural Policy
Policy Statement
Resolution No. 80-19
Exhibit C
The City of Morro Bay (City) provides many services to the citizens of Morro Bay that have fees
due. The City Council sets legislative financial management policies, as recommended by staff and
advisory committees. This Delinquent Account Collections Procedural Policy ("Policy") is designed
to establish guidelines to allow for City employees to collect payment for services provided.
Purpose
The Delinquent Account Collections Policy establishes an authority for recovering unpaid balances
on an inactive utility account balances.
Delinquent Account Collections Procedures
• The Utility Clerk will identify inactive accounts with unpaid balances that are 60+ days
delinquent.
• A copy of the final bill will be re -sent to the customer at the mailing address on file.
• If there is an active account with the customer listed as the Primary, a letter will be sent
informing the customer the pending inactive account balance transfer to their active account
if the balance is unpaid by the last day of the month. If there is not an active account with
the customer listed as the Primary, then the unpaid balance will be sent to a debt recovery
company of the City's choosing.
• On the last day of the month, any unpaid balance remaining on the account will be adjusted
off the inactive account. The balance will be either be sent to a debt recovery company or to
the appropriate active account.
This Policy applies to all customers of the City of Morro Bay. The Finance Department is
responsible for the administration and enforcement of this policy.
Page 1 Delinquent Account Collections Procedural Policy