HomeMy Public PortalAboutWater Leak Adjustment Policy
Section: Finance
COUNCIL Page 1 of 4
POLICY Effective Date August 9, 2016
Amended Date May 25, 2021
Title: Water Utility Leak Adjustment Policy
POLICY STATEMENT
Property owners may experience leaks in their water systems resulting in higher than
normal water consumption. This policy outlines the circumstances under which property
owners can apply for a leak adjustment and the methodology that will be used to
calculate the amount of any potential adjustment.
1.0 PURPOSE
The purpose of this policy is to provide an opportunity for residential and commercial
customers to request consideration for a financial adjustment to water consumption
charges where a leak has been repaired in the water system on the customer’s side of
the water meter or where there is an exceptional unexplained increase in consumption
that a licensed plumber and/or a Town Utility Operator has validated.
2.0 RESPONSIBILITIES
2.1 Town Council shall approve any amendments to this policy.
2.2 The CAO will support the implementation of this policy and recommend any
amendments. The CFO will ensure compliance with this policy.
2.3 The Finance Department will administer the Water Utility Leak Adjustment
Policy to ensure compliance as well as to ensure the policy is consistently
applied.
2.4 It is the customer’s responsibility to keep their plumbing system in good
working order, including their irrigation system.
3.0 POLICY FRAMEWORK
3.1 Under this policy, billing adjustments for leaks shall only be considered when
a leak occurs at (1) a fitting directly connected to the Town’s water meter; or
(2) on an underground water service line that leads from a meter pit to the
principle building on the property served.
Water Utility Leak Adjustment Policy
Page 2 of 4
3.2 Adjustments will only be granted for leaks as defined in 3.1 of this policy.
Leak adjustments will NOT be made for any of the following:
3.2.1 Any leak occurring downstream of the external entrance to the
principle building, in the internal plumbing systems and fixtures,
including but not limited to, faucets, toilets, water softeners and hot
water tanks;
3.2.2 Any leak from any part of an irrigation system;
3.2.3 Any leak from pipelines leading to a secondary or accessory building;
3.2.4 Premises left abandoned or vacated without reasonable care for the
plumbing system;
3.2.5 Theft of water or vandalism of a water system caused by a third party
from whom the customer is able to recover their costs;
3.2.6 Filling of swimming pools;
3.2.7 Watering of lawns, water-siphon operated pumps/alliances; or
3.2.8 Homes under construction/major renovations.
3.3 Only one leak adjustment will be given within a two year period per property.
Leak adjustments can be requested only by the property owner. A tenant
living at the property may not request an adjustment, regardless of whether
the tenant pays the utility invoices.
3.4 If in the normal course of business the Town of Oliver Utility Department
becomes aware of abnormal water consumption or any evidence of leaks on
any property, the Town of Oliver Utility Department will attempt to notify the
customer thereof, but accepts no responsibility for failure to do so.
Notification will be on a quarterly basis by the Town either by electronic or
mailed notification.
3.4.1 In the case where a property has a continuous leak lasting several
months, it is the practice of the Town of Oliver to send the property
owner a maximum of 3 leak notification letters after which time letters
will cease to be mailed.
3.4.2 Failure to find and fix the cause of the leak while receiving leak
notification letters will be taken into account during the calculation of
any future leak applications of the property owner, and in some
instances this will result in a denied leak application by the Town of
Oliver.
3.5 Leak adjustments shall not be considered for water lost subsequent to 90
days from a property owner becoming aware of a leak or being notified of a
possible leak by the Town of Oliver Utility Department as noted in Section 3.4
of this policy. Property owners must take immediate action after detection or
notification of a water leak to prevent further loss of water. No allowance will
Water Utility Leak Adjustment Policy
Page 3 of 4
be made for utility bills or leak notification letters claimed to be lost or not
received.
3.5.1 Failure to repair a known leak in a timely manner may be deemed
willful waste of water and may result in termination of water service.
3.6 Once the leak has been repaired the customer may contact the Town of
Oliver Utility Department for a Leak Adjustment Request Form. To be eligible
for possible credit, the customer must submit the completed request form
along with proof of repair. The form must be submitted within 120 days of the
leak notification date.
3.6.1 Proof of repair is a plumber or parts invoice, plus a written description
of the leak and repairs made. The Town of Oliver reserves the right to
inspect the repair prior to approving a leak adjustment.
3.7 Leak adjustments will not be given until the Town of Oliver Utility Department
can verify, via subsequent meter readings, that the leak has been repaired.
3.8 A customer must pay all subsequent utility invoices while a leak
adjustment is pending. The Town shall be under no obligation to extend
the due date or the time for paying utility invoices because a customer
disputes the amount of the invoice.
3.8.1 Leak adjustments will only be granted when the utility account is in
good standing and no previous amounts due are outstanding.
3.9 Except as set out in paragraph 3.10, an administration fee of $50 shall be
deducted from any leak adjustment credit to account for the cost of
investigating and processing a water leak adjustment.. If the calculated leak
adjustment is less than $50 prior to deducting the administration fee, no net
adjustment shall be made and no fee shall be charged.
3.10 The administration fee in paragraph 3.9 shall be waived for leaks that occur
within a water meter or at a water meter fitting installed by the Town or the
Town’s contractors, provided the meter or fitting has not been tampered with
or damaged at no fault of the Town.
3.11 All approved water leak adjustments less than $250.00 will be credited to
future utility billings and not refunded directly to the property owner. All
approved water leak adjustments greater than $250.00 will be refunded
directly to the property owner.
3.12 The maximum adjustment allowed under this policy is $4,000.00.
4.0 ADJUSTMENT CALCULATION
4.1 The estimated “normal water consumption” will be determined by the Town of
Oliver Utility Department and verified by the Finance Department. Normal
water consumption is defined as the average water consumption based on
the same or similar water billing period from the previous three years of water
consumption.
Water Utility Leak Adjustment Policy
Page 4 of 4
4.2 If three years of consumption data are not available, normal water
consumption will be based on the best estimate from data available on the
property.
4.3 In rare circumstances where consumption data is unavailable, normal water
consumption will be calculated based on “normal flat rate user fees,”
established in Section 61 of the Town’s Water Regulation Bylaw 1351. This
flat rate fee will be pro-rated on a monthly basis to determine a monthly
consumption fee and will form the normal water consumption rate.
4.4 Once the normal water consumption is calculated, it will be subtracted from
the actual consumption data recorded by the meter for the time period
covered by the Leak Adjustment Request Form.
4.5 The Town of Oliver Utility Department will notify the leak adjustment applicant
of the final decision. If the decision is in favour of the applicant and a credit is
awarded, the applicant will be required to sign off on a Leak Adjustment
Approval Form. By signing this form the applicant acknowledges that if
another leak occurs within a two year period, no further leak adjustments will
be considered during this time period.
Amendment Date Council Resolution
May 25, 2021 R-140/2021
LEAK ADJUSTMENT
APPLICATION FORM
6150 Main Street / PO Box 638, Oliver, BC V0H 1T0
Ph: 250-485-6200 Fax: 250-485-4466
Customer Account Number:
Name: Date:
Service Address:
Mailing Address:
Daytime Phone: Email Address:
Date you first noticed your leak: Date the leak was repaired:
Where was the leak located? (Please indicate below)
□ At the water meter ☐ Between the house and the water meter
Have you ever received a previous leak adjustment? ☐ NO
□ YES, approximate year
Have you attached a receipt/documentation for the leak repairs? ☐ YES** ☐ NO
**Copies of receipts documenting the repair MUST be included with your completed application or the
application will be returned to you.
Please describe how your leak was identified or provide any additional facts you think may be
helpful (or attach an extra page)
Please read the following:
The leak has been repaired and I am requesting that the Town of Oliver determine the adjustment to my
water bill, if any, and notify me of the amount.
Owner’s Signature Date:
This form is a request that the Town of Oliver determine the amount of a potential adjustment, it is not your
acceptance of the adjustment. Once we have notified you of an adjustment amount, you can determine if
you would like to take advantage of it at that time as it is a one-time adjustment per two year period.
Note: The personal information on this form is collected under the authority of the Local Government Act/Community
Charter for the purpose of processing this application, and is subject to the Freedom of Information and Protection of
Privacy Act. Any questions regarding the collection should be directed to the Corporate Services Department, Town of
Oliver, phone 250-485-6200.
Water Utility Leak Adjustment Policy
LEAK ADJUSTMENT
APPROVAL FORM
6150 Main Street / PO Box 638
Oliver, BC V0H 1T0
Ph: 250-485-6200 Fax: 250-485-4466
The net amount of the adjustment is:
I understand this is a one-time leak adjustment for the two year period from the date of
owner approval. I also understand that if another leak should occur within the two year
period, I will not be eligible for another adjustment. Net adjustments up to $250.00 will
be issued in the form of a credit to my account. Net adjustments greater than $250.00
will be refunded directly to me.
By signing this form, I acknowledge that I wish to take advantage of my once per two
year period adjustment at this time.
Issue the credit
Yes No Owner’s Initials
Owner’s
Signature
Date
Page 2 of 2
Town of Oliver Use Only (to be filled out once customer signs and returns)
Gross Adjustment Amount: $
less Administration Fee: ($ ) $0.00 for meter leaks
Net Adjustment Amount: $
Chief Financial Officer Approval Date: