Billing

• Meter reading begins between the 5th and 7th of the month, with 8 days scheduled to complete.
  

• 3 days are scheduled by accounting for review and adjustments between the completion of meter reading and the production of bills.
  

• 3 days are scheduled for the production and mailing of the bills.  Bills are mailed by the 28th of the month.  If all is going well with the mail service, you should receive your bill close to the 1st of the month.
  

• The delinquent date shown on your bill is 26 days after the date of the bill.  Delinquent penalties are applied on the 27th day after the date of the bill.
  

• Delinquent bills are produced and mailed within 2 days of penalties being applied.  If the delinquent date falls on a weekend, penalties will not be applied until the following Tuesday.  The delinquent bill shows the termination date of service if the charges go unpaid.  That termination date is no less than 35 days after the date of the original bill.  If termination of service occurs, it is no less than 36 days after the original bill date and does not occur earlier than the 3rd business day of the month.  Services are not terminated for non-payment on Mondays or Fridays.
  

• As a courtesy, door hangers are placed at locations subject to service termination 48 hours prior to actually turning off service.

Billing and Service

Payment of Bills and Complaints as to Bills

All bills are due and payable on presentation and are presumed to be received within five days of mailing. Failure to receive a bill does not relieve the customer of liability. Payment may be made at the District's office or returned through the U.S. mail.

Bills of the District shall describe the procedure by which a customer may initiate a complaint or request an investigation concerning service or charges. The description shall read substantially as follows:

If you have a complaint that you are being overcharged or if you have any other complaint in connection with District billings YOU MUST PRESENT YOUR COMPLAINT to the District Manager, by mail or in person, at 72401 Hatch Road, Twentynine Palms, California 92277 or by telephone at 760-367-7546 PRIOR TO THE DATE OF DELINQUENCY specified on the bill. The Manager is designated by the District to hear any complaint and is empowered to investigate and to rectify any District errors in connection with billing matters.

The Manager shall consider and resolve all complaints made in accordance with this subsection and the Manager's determination shall be final unless otherwise determined by the Board upon request of the customer.

Any customer who has timely initiated a complaint and who has made a request for extension of the payment period of a bill asserted to be beyond the means of the customer to pay in full during the normal period for payment shall be given consideration by the Manager as to a customized program to amortize the unpaid balance of the account over a reasonable period of time, not to exceed 12 months. No termination of service shall be effected for any customer complying with an amortization agreement, if the customer also keeps the account current as charges accrue in each subsequent billing period. Any amortization agreement or other program shall be offered and implemented in accordance with the applicable law.

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Delinquent Bills: Termination Procedures

1. Customer bills not paid within 26 days after mailing are delinquent. If customer bills become delinquent the District will commence procedures to discontinue service until all District charges are paid in full. District charges which are not paid on or before the day of delinquency shall also include an administrative service charge of 10%.
   
   At least 15 days prior to terminating water service for failure to pay delinquent charges the District shall mail to the service address a notice of the delinquency an impending termination. This notice shall include:

• the name and address of the customer whose account is delinquent;
  

• the amount of the delinquency, the date by which payment or arrangements for payment is required in order to avoid termination;
  

• the procedure by which a customer may request amortization of the unpaid charges;
  

• the procedure for the customer to obtain information on the availability of financial assistance including private, local, state or federal sources, if applicable, and;
  

• the telephone number of a representative of the District who can provide information or institute arrangements for payment. The proposed date of termination on this notice shall be at least 15 days after the day of mailing of the notice.

At least 48 hours prior to any actual termination of service the District shall make a reasonable, good faith effort to contact an adult person residing at the premises of the customer either by telephone or in person.  This effort shall include delivery of a second notice, orally or in writing, including the information described in the above paragraph.

If a customer fails to comply with an amortization agreement the District may terminate service after giving notice to the customer at least 48 hours prior to termination of the conditions the customer is required to meet to avoid termination.  This notice shall contain all the information and also be delivered in the manner described in the preceding paragraph.

No termination of service by reason of delinquency in payment shall occur on any Saturday, Sunday, legal holiday or at any time during which the business offices of the District are not open to the public.

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The District shall not terminate residential service for nonpayment in any of the following situations:

• During the pendency of an investigation by the District's Manager of a customer dispute or complaint.
  

• When customer has been granted an extension of the period for payment of a bill.
  

• On the certification of a licensed physician and surgeon that to do so will be life threatening to the customer and the customer is financially unable to pay for service within the normal payment period and is willing to enter into an amortization agreement with the District as described below with respect to all charges that the customer is unable to pay prior to delinquency.

Any customer meeting the requirements of the above paragraph shall, upon requests, be permitted to amortize, over a period not to exceed 12 months, the unpaid balance of any bill asserted to be beyond the means of the customer to pay within the normal period for payment.

Not withstanding the preceding paragraphs of this section, if the District furnishes water through a master meter or furnishes individually metered service in a multi-unit residential structure, mobile home park or farm labor camp where the owner, manager or farm labor employer is listed by the District as the customer of record of the service, the District shall make every good faith effort to inform the actual users of the services when the account is in arrears, by means of a notice, that service will be terminated in 10 days. The notice shall further inform the actual users that they have the right to become customers of the District without being required to pay the amount due on the delinquent account.

The District is not required to make service available to actual users unless each actual user agrees to the terms and conditions of service and meets the requirements of the District's rules and regulations. However, if one or more actual users are willing and able to assume responsibility for the entire account to the satisfaction of the District or if there is a physical means legally available to the District of selectively terminating service to those actual users who have not met the requirements of the District's rules and regulations, the District shall make services available to the actual users who have met those requirements.

Where prior service for a period of time is a condition for establishing credit with the District, residence and proof of prompt payment of rent for that period of time is a satisfactory equivalent.

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2. A customer's water service at a subsequent location may be discontinued if a bill for water service furnished at a previous location is not paid by the delinquency date in accordance with the procedures set forth in the above section.
   

3. If a customer receives water service at more than one location and the bill for service at any one location is not paid by the delinquency date, water services at all locations may be turned off in accordance with the procedures set forth in the above section. Domestic service, however will not be turned off for nonpayment of bills for other classes of service.
   

4. When a bill is delinquent the full amount of delinquent and current bills and deposits, if any are demanded, must be paid in full before service is restored. An additional charge for restoring service is hereby established and may be set form time to time by the Board. Said fee shall be paid before the order to restore service is issued.
   

5. When the District disconnects a service it may not be reconnected except by authorized personnel of the District. If service is reconnected illegally and the District determines that the meter shall be removed, an additional charge is hereby established and may be set from time to time by the Board. Said fee shall be paid for the labor to remove and reinstall and must be paid before restoring service.
   

6. All the rates provided by the Board shall be charged against the property to which the water is furnished and both the owner and all occupants of said property may be jointly and severally responsible for the payment of all such water charges provided the property owner is notified of the delinquency.
   

7. Property owners with an outstanding balance will not be able to transfer their water service to anyone, including tenant or agent, until such time that the outstanding balance and any applicable penalties are paid in full.
   

8. The Manager of the District or his/her designated agent is authorized to sign a complaint, file suit and prosecute to judgment and enforce collection of any charges or water rates owing to the District after such bill is delinquent for over 60 days. Said action may be filed against any or all of the following persons: The property owner, the occupant or occupants of the property or any person who agreed in writing to be responsible for said water charges.
   

9. No change of ownership or occupancy shall affect the application of these Rules and Regulations with respect to collection of charges, water rates, deposits or water service.

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Billing of Separate Meters Not Combined

Each meter on the customer's premises will be considered separately and the reading of two or more meters will not be combined unless specifically provided for in the rate schedule or unless the District determines that its operating convenience requires the use of more than one meter or of a batter of meters. The minimum monthly service charge for such combined meters will be based on the diameter of the total combined discharge areas of the meters.

Returned Checks

A charge to cover costs for returned checks is hereby established and may be set from time to time by the Board. Returned checks will not be re-deposited. Service may be disconnected for nonpayment at the scheduled termination date for nonpayment. If said date has passed, customer will be notified by door hanger that service will terminate within 48 hours if payment, including returned check charge, is not made.

Meter Error

Meter Test

1. Each meter will be tested prior to initial installation and no meter found to be registered other than within the parameters prescribed by the American Water Works Association (AWWA) will be placed in service. All subsequent meter tests shall be conducted under test conditions prescribed by AWWA.
   

2. On Customer Request
   

   1. A customer may, by giving the District not less than 10 days written or verbal notice, request that the District test the meter serving the customer's premises.
      

   2. A fee shall be charged for said meter test and shall be set from time to time by the Board.
      

   3. The fee will be returned if the meter is found to register more than 2% fast.
      

   4. A customer or customer's representative shall have the right, at their own expense, to observe the meter test at a certified meter testing facility.
      

   5. A written report giving the results of the test will be shown to the customer within 10 days after completion of test.

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Adjustments of Bills for Meter Error

1. Fast Meters
   
   After testing, if a meter is found to be registering more than 2% fast, the District will refund to the customer the full amount of the overcharge. This amount shall be based on corrected meter readings for the period, not exceeding four (4) months, that the meter was in use.
   

2. Slow Meters
   
   After testing, if a meter is found to be registering more than 5% slow the District may bill the customer for the amount of the undercharge. This amount shall be based on corrected meter readings for the period, not exceeding four (4) months, that the meter was in use.
   

3. Non Registering Meters
   
   The District may bill the customer for water delivered to the customer while the meter was not registering. The bill will be computed upon an estimate of consumption based either upon the customer's prior use during the same season of the year or upon a reasonable comparison with the use of other customers receiving the same class of service during the same period and under similar circumstances and conditions.

Discontinuance of Service for Other Than Delinquency

Unsafe Apparatus

1. The District may refuse to furnish water and may discontinue service to any premises where apparatus, appliances or equipment using water is dangerous, unsafe or not in conformity with an ordinance of the District, the Department of Health Services or with law.
   

2. The District does not assume liability for inspecting apparatus on the customer's property. The District does reserve the right of inspection however, if there is reason to believe that unsafe apparatus is in use.

Service Detrimental to Others

The District may refuse to furnish water and may discontinue service to any premises where the water demand is excessively greater than past average or seasonal use and where the District determines that such excessive demand by one customer is or may be detrimental to the service furnished to other customers.

Fraud or Abuse

The District shall have the right to refuse service or to discontinue water service to any premises to protect itself against fraud or abuse.

Noncompliance

The District may, unless otherwise provided, discontinue water service to a customer for noncompliance with any of these Rules and Regulations if a customer fails to comply with them within five (5) days after receiving written notice of the District's intention to discontinue service. If such noncompliance affects matters of health and safety and conditions warrant, the District may discontinue water service immediately and without notice.

Customer's Request for Service Discontinuance

1. A customer may have the water service discontinued by notifying the District reasonably well in advance of the desired date of discontinuance.
   

2. If notice is not given, the customer will be required to pay for water service to the premises until such notice is given or until the District has learned that the customer has vacated the premises or has otherwise discontinued water use.

Restoration/Reconnection Charges

A reconnection fee for water service is hereby established and shall be set from time to time by the Board.

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Resale of Water: Delivery to Other Premises

No customer shall resell any of the water received from the District through a domestic meter nor shall such water be delivered to premises other than those specified in the customer's application for service.

Responsibility for Equipment

The customer shall, at the customer's own risk and expense, install and keep in good and safe condition all equipment that may be required for receiving, controlling, applying or utilizing water. The District shall not be responsible for any loss or damage caused by the improper installation of such water equipment or the negligence, want of proper care or wrongful act of the customer or of any of the customer's tenants, agents, employees, contractors, licensees or permittees in installing, maintaining, using operating or interfering with such equipment. The District shall not be responsible for damage to property caused by spigots, faucets, valves or other equipment that are open when water is turned on at the meter, either when the water is turned on originally, when turned on after a temporary shutdown or from vandalism.

Tampering With or Damage to District's Property

No one except an employee or representative of the District shall at anytime and in any manner operate the curb cocks, angle meter stops or valves (except to repair or change private plumbing), main cocks, gates or valves of the District system or interfere with meters or their connections, street mains or other parts of the water system.

The customer shall be liable for any damage to a meter or other equipment or property owned by the District, if said damage is caused by an act of the customer or the customer's tenants, agents, employee, contractors, licensees or permittees, including the breaking or destruction of locks by the customer or others on or near a meter and any damage to a meter that may result from hot water or steam from a boiler or heater on the customer's premises.  The District shall be reimbursed by the customer for any such damage promptly on presentation of a bill.

Control Valves

The District shall install a valve on the discharge end of a new meter as a part of the service connection charge; however, maintenance and replacement of this control valve shall remain the responsibility of the District.  The operation by the customer of the valve on the inlet end of the meter is not permitted.

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Booster Pumps

Booster pumps installed by the customer must be set on the discharge end of the meter and in a manner approved by the District.

Pumps must be installed and operated in such a manner as to cause no strain or vibration on the District's distribution system.

Damage to the District's distribution system caused by the operation of a customer's pump will be repaired by the District and charged to the customer.

The cost of special equipment and its installation made necessary by the use of booster pumps will be charged to the customer making this equipment necessary.

Prohibition of Grounding to District's Distribution System

All persons are forbidden to attach any ground wire or wires to any plumbing which is or may be connected to a service connection or to any other part of the District's distribution system.  The District will hold the customer liable for any damage to its distribution system occasioned by such ground wire attachment.

Water Waste

Wasteful or negligent use of water on a customer's premises is expressly prohibited.  Such use may result in discontinuance of service as provided by other applicable sections of these Rules and Regulations or other ordinance of the District.

Access to Premises

The District or its duly authorized agents shall at all reasonable times have the right to enter or leave the customer's premises for any purpose reasonably related to the service of water to a customer.

Interruptions in Service

The District shall not be liable for damage resulting from an interruption in service. Temporary shutdowns may be required by the District for improvements or repairs. Whenever possible and as time permits all customers affected will be notified prior to such shutdowns.

The District will not be liable for interruption, shortage or insufficiency of supply or for any loss or damage occasioned thereby if caused by accident, act of God, fire, strike, riot, war or any other cause not within its control. Whenever it shall find it necessary or convenient for the purpose of making repairs or improvements to its distribution system, the District shall have the right to suspend temporarily the delivery of water and it shall not be liable for any loss or damage occasioned thereby. Repairs or improvements will be effected as rapidly as is practicable and, so far possible, at such times as will cause the least inconvenience to the District's customers.

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Relief Valves

As a protection to the customer's plumbing system a suitable pressure relief valve should be installed and maintained by the customer, at the customer's expense, when check valves or other protective devices are used. The relief valve shall be installed between the check valves and the water heater.

Mailing Lists and Customer Records

The names, addresses and records of the District's customers and taxpayers shall not be available to the public, except to the extent required by law. No mailing list, compiled from the records of the District shall be made available to the public by any of the District's officers or employees.

Lending District Property

District employees are forbidden to lend maps, records, tools, machinery or other District property or to sell or rent District property without the approval of the Manager.

Penalty for Violation

When the customer fails to comply with all or any part of this ordinance and any ordinance, resolution or order fixing rates and charges of this District, a penalty for which has not hereafter been specifically fixed, the customer's service shall be discontinued and the water shall not be supplied to such customer until the customer has complied with the rule or regulation, rate or charge which was violated or, in the event that the customer cannot comply with said rule or regulation, until the customer has satisfied the District that in the future all the rules and regulations established by ordinance of the District will be complied with and will comply will all rates and charges of the District.

You may also refer to Ordinance 87 (Adobe PDF) for more information.

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