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City outlines notice plan, customer portal option and appeals process for high bills
Summary
Staff said notifications would use billing inserts, social media and the Genasys alert system; the city is exploring a $10,000 customer-portal to provide near-real-time usage and will create an appeals process for unusually high bills.
City staff outlined how customers would be notified of rate or conservation-stage changes and described tools to help residents manage usage.
City Recorder Sara Bell said the city would communicate changes by billing notices, social media and the Genasys mass-notification system; customers who provide contact information would receive texts or emails. Water Superintendent Ivan Merrell said staff is exploring a customer portal and vendor meeting to enable usage intervals as frequent as every 15 minutes; staff estimated a one-time implementation cost of about $10,000.
Staff also described an appeals process for customers who receive unusually high bills due to leaks or other extraordinary circumstances. Staff said new rates would likely align with the billing cycle where feasible but could be implemented faster under emergency (Stage Three) conditions.
