Loading...
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: