Utility billing audit underway; city begins targeted shutoffs and tighter payment arrangements

Molly McCauley, who has led the utility billing function since May, told the board she and her team are running a series of audits to detect inactive accounts with usage, negative charges, missing meter reads, duplicate account numbers and other anomalies that can lead to customer billing errors. She described new daily consumption checks for leak detection and a non‑communicating meter report that flags meters without reads so field services can investigate.

McCauley said the utility team began targeted disconnections for nonpayment in August after extended periods without shutoffs; the approach prioritizes payment arrangements, transparency and avoiding undue hardship while enforcing the ordinance timelines. She told the board staff will publish a consistent shutoff schedule and payment‑arrangement policy and will treat similar accounts consistently, noting reconnection fees and after‑hours charges apply per ordinance. “We do a consent a continuous consumption report daily that's looking for leaks,” McCauley said during the presentation.

The board asked staff to ensure shutoff procedures follow ordinance requirements and to bring any proposed changes or clarifications back through the normal agenda process.