§ 110-40. Billing adjustments.

(a)

Adjustment for meter read or billing error. Billing adjustments under this paragraph will be made for the following reasons:

(1)

Incorrect meter reading or billing error.

(2)

Overestimate or underestimate, which may occur when the county is unable to gain access to the property (see subsection 110-37(c)(7)).

(b)

Adjustment for leaks and pool fills. Upon application to utilities customer service, for verified leaks and the first-time filling or filling due to repair of a pool, the county administrator, or designee, may adjust the water bill of a customer after presentation of original plumbing repair bills, original receipts for materials or parts, a notarized statement of the repair, or permit for pool installation, including the date of the work and the nature of the repair. The high water use will not be forgiven, but shall be paid at the current Tampa Bay Water unitary rate. "High water use" shall mean usage from the leak or pool filling, which results in an amount of water used that is over the average usage of the preceding 12 months based on meter readings. Additionally, for verified leaks and pool fills, if the documentation shows that the high water use did not flow to the county's sewer system, the county administrator or designee may likewise issue a credit to the sewer portion of the bill for the high water use. If a new customer does not have 12 months usage, the county will take the average usage over the entire available period of usage of not less than three months for that customer. The water bill adjustment will only be made for the water used that is over the average usage for the preceding 12 months and the customer must have an account that is in good standing. The county administrator, or designee, may waive late fees while an adjustment decision is pending. The adjustment can only be applied to the customer account active at the time of the leak and will only be applied to the time period of the leak but not to exceed three consecutive months. All customers requesting a bill adjustment in accordance with this subsection 110-40(b), are required to pay their bill in full or make payment arrangements while the billing adjustment decision is being processed.

(c)

Adjustment for unexplained water usage less than or equal to 20,000 gallons. All customers with 5/8 × ¾ inch metered service and all residential customers, regardless of meter size, may make application to the utilities department for unexplained high water usage, for which a billing adjustment may be granted, on a case-by-case basis. Such adjustments shall not be considered unless:

(1)

The usage has been verified by a meter profile showing continuous or near continuous usage for a period of more than 12 hours for which the county administrator, or designee, reasonably believes that the water was not used intentionally.

(2)

The unexplained high water usage for the months in question must exceed the average monthly usage for the past 12 months for the customer account at the specific service location. For customers with less than 12 months usage, the available period of usage of not less than three months will be used.

(3)

The total unexplained high water usage during the monthly reading cycle(s) for the customer's billing in question is less than or equal to 20,000 gallons.

(4)

The unexplained high water usage is not the result of an apparent or deliberate act of the customer such as pool filling, frequent use of sprinklers, or hoses left running and there is no rational explanation for the high usage, as determined by the county administrator, or designee after the following:

i.

The customer submits an application along with a plumber's statement or an affidavit to the utilities department indicating that the number of gallons billed was not used by the customer after the customer conducted reasonable investigation regarding the water consumption for the billing period in question;

ii.

The utilities department has inspected, profiled and tested, as deemed necessary, the customer's water meter and has determined the water meter is operating properly;

iii.

The utilities department representative has interviewed the customer and, if applicable, any workmen or contractors who were on the property during the high usage period, and inspected the premises, and determined that there is not a reasonable explanation for the number of gallons metered; and

iv.

The unexplained high water usage has occurred within the past three months.

(5)

No unexplained high water usage adjustment will be considered in cases where:

i.

There exists a cross connection with a well or other water source on the subject customer's property/premises;

ii.

The unexplained high water usage was caused by equipment which was improperly installed, malfunctioned due to manufacturer's defect, or is covered by any written warranty;

iii.

Customer has had previous water services with the county and has a history of erratic monthly consumption or the customer's account is not in good standing;

iv.

The customer has been granted an unexplained high water usage adjustment at other addresses or premises on Pasco County's utility system or at the current location; and

v.

When a leak adjustment has been applied for and approved within the prior 24 months.

(6)

The approved unexplained high water usage adjustment will be calculated using the same method described above in paragraph (b) for leaks and pool fills.

(7)

The customer must maintain its account in good standing and make monthly payments of at least 100 percent of the 12-month average. While an adjustment decision is pending, the county administrator, or designee, may waive late fees and other collection activities.

(d)

Adjustment for unexplained, excessive high water usage that is greater than 20,000 gallons. All customers with 5/8 × ¾ inch metered service and all residential customers, regardless of meter size, may make application to the utilities department for unexplained, excessive high water usage, for which a billing adjustment may be granted, on a case-by-case basis. Such adjustments shall not be considered unless the requirements and conditions of paragraph (c) above have been met or applied in addition to the following:

(1)

The usage has been verified by a meter profile showing continuous or near continuous usage for a period of more than 24 hours for which the county administrator, or designee, reasonably believes that the water was not used intentionally.

(2)

The unexplained high water usage for the months in question must exceed four times the average monthly usage for the past 12 months for the customer account at the specific service location. For customers with less than 12 months usage, the available period of usage of not less than three months will be used.

(3)

The total unexplained high water usage during the monthly reading cycle for the customer's billing in question is greater than 20,000 gallons.

(4)

The approved unexplained high water usage adjustment credit will be calculated in the following manner:

i.

The county administrator or designee may apply an administrative credit for any water usage above 20,000 gallons which also exceeds four times the monthly average for a period not to exceed two consecutive billing months.

ii.

The remaining bill for water usage under 20,000 gallons will be adjusted pursuant to paragraph (c) above.

(e)

[Billing adjustment for water delivered only.] Nothing in this section precludes the county administrator, or designee from making a billing adjustment regardless of the amount when there is the reasonable belief that the water was not actually delivered to the property and a billing error has occurred.

(Code 1970, § 26-80.3; Ord. No. 87-09, § 13, 3-24-87; Ord. No. 14-16, § 2, 4-22-14; Ord. No. 15-23, § 2, 10-20-15)