[Adopted 10-23-2019]
The purpose of this policy is to provide a credit adjustment
to the water account of a customer who has experienced an emergency
situation involving the loss of metered water. The excess metered
water will have occurred as a result of conditions beyond normal and
reasonable control of the customer or other parties responsible for
the use, care and maintenance of fixtures and devices that are part
of the customer's water service system. Exceptions of this policy
shall be approved by the Water Superintendent and the Town Supervisor.
As used in this article, the following terms shall have the
meanings indicated:
An unintentional water loss caused by a broken service line
between the meter pit and the house entry.
The customer is solely responsible for the water delivered beyond
the Town's meter. It is the customer's responsibility to
promptly discover, stop and report the loss of water. In addition,
the customer is responsible for making arrangements to repair or have
repaired the fixture or device causing the water loss. Although there
is no obligation for the Town of Elma to adjust accounts when the
water has been properly metered, it is the desire of the Town to encourage
customers to make prompt and permanent repairs and to show consideration
for the unusual circumstances by sharing the cost of the excessive
billing charges.
A.
The leak must be verified and repairs inspected by the Water Department.
B.
The customer must request the adjustment in writing by completing
the leak request form. Forms are available at the Water Department
office. Required information shall include:
C.
The adjusted consumer's bill shall be calculated as follows:
(1)
The Town may credit the customer's account per policy for the
excess use subject to the following conditions:
(a)
The meter was operating accurately, and not off an estimated
reading;
(b)
There was no evidence that the excessive use was due to an intentional
or negligent act;
(c)
The house and/or service line is over one year old;
(d)
The customer has a good payment history;
(e)
Customer will be responsible for all past-due balances;
(f)
After being notified by the Town via billing, letter, door hanger,
or by any other means, the customer took prompt and reasonable action
to ascertain the cause of the excessive use and correct it;
(g)
The customer took corrective action immediately (within 24 hours),
upon discovering or being notified of a leak and provided the Town
with proof of repair within 30 days from the billing date for the
period in which the water loss occurred;
(h)
No allowance shall apply to customers taking water for resale.
(2)
There will be a flat rate of 10% discount given on any unintentional
water loss between the meter pit and house entry.
(3)
(Reserved)
(4)
Water loss adjustments will be limited to a one-time adjustment,
per owner.
(5)
Granting of an allowance adjustment shall be the sole discretion
of the Town.
(6)
A fee for administrative expenses may be deducted from the adjustment
allowance.
(7)
The Town shall recoup the cost of the water billed to the Town from
the Erie County Water Authority and/or assigns, before it allows any
adjustment allowance to the customer.
(8)
The Town is not responsible for the maintenance and repair of the
pipe and fixtures beyond the water meter.
(9)
The customer submitting a request for adjustment shall not pay the
bill that is being contested until approval or denial is determined.
If determination is made after the due date the gross post will not
be added due to the determination period of time.
An adjustment will not be given to cover unintentional water
loss after the meter inside of the premises, excess water due to left-on
hoses, excessive irrigation, water-power sump pumps or neglect of
wear-and-tear items such as toilet flappers, leaking faucets, water-softening
systems, humidifiers and any water-distributing device attached to
the items.
