Utility board tables resident's request for bill credit, plans policy study

Mrs. Rodriguez of 1401 Matson asked the Utility Board on June 2 for partial credit after receiving a bill she said was several hundred dollars above her usual charge because a toilet ran for an extended period. "I did everything they told me to do," she said, explaining she reported the issue, had a service ticket opened and submitted a written request to staff.

Board members acknowledged sympathy for the resident while stressing the need for consistent, objective criteria for any billing relief. Attorney Reed and staff described prior practice: when water use did not enter the sanitary system (for example, outdoor spigots), the board has sometimes removed sewer charges, but when water entered the sanitary system it has generally left both charges in place. Board members discussed possible measurable factors for relief, including length of residency, on-time payment history, whether the resident's deposit has been intact, documented evidence of a leak or meter error, and the magnitude of excess usage.

Jeff Borjac, who spoke about meter checks and operational practice, said the town can reconstruct usage and determine whether a meter malfunction contributed, but that in this case staff believes the increased consumption reflected actual water use from a running toilet. Board members proposed creating a standard matrix or policy that would allow objective eligibility checks rather than ad hoc decisions.

After discussion the board moved and seconded a motion to table Mrs. Rodriguez's individual request until the next meeting so staff can compile billing details and the board can continue the policy discussion in a study session. The chair told Mrs. Rodriguez she did not need to attend the next meeting but that staff would provide the specific billing information. The matter was tabled for further discussion and policy development.