- CHAPTER III
CUSTOMER SERVICE POLICIES
- SECTION 3.0 - Application For Service.
- a. Application Submittal.
- An application for utility service may be made at the City Offices at 700 7th Street, Hawarden, Iowa. An application may also be submitted by the customer via fax, email, or internet. Initial applications cannot be acted upon until a signed application with all required information and any applicable deposits are received. Said application and any attachments thereto shall constitute an agreement between the utility and the applicant. Although a signature shall be required for the initial application, subsequent changes shall be permitted via telephone, email, or internet provided such authority was given by the customer in writing and the proper verification information was provided at the time of the change.
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- b. Application Contents.
- The application will include the applicant’s voluntary designation of a person or agency to receive a copy of any notice to disconnect service due to the applicant’s nonpayment of a bill or deposit.
- In order for the application to be complete, the applicant must provide any of the following, which they possess (in addition to the above):
- Full Names of all Occupants of Premises over the age of 18 and the designation of the account holder(s)
- Social Security Number(s)
- Birth Date
- Copy of Valid Driver’s License or other acceptable proof of identity if the applicant has no license
- Telephone Number
- Previous Address
- Employer name, address, and telephone number
- Name, Address and Telephone Number of a Relative.
- If tenant, Name Address and Phone number of Landlord
- Verification Information that could be used to change account service without a signature, if so desired
- A deposit may be required as outlined in Section 3.1.
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- c. Approval/Denial of Application for Utility Service.
- Upon receipt of a completed application a determination shall be made to approve or deny the application to provide a particular utility service. The Utility reserves the right to deny or refuse service for any of the reasons listed in part “d” of this section. The Utility may not deny or refuse service for any of the reasons listed in part “e” of this section.
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- If an account holder has entered into a payment agreement or has a past due account, no additional utility service (i.e. telephone or cable features) will be added to the account until the account is current.
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- The customer shall not be required to receive any advance written notice for the denial of an initial utility service request or for an additional service request not previously held by the applicant. However, a written reason for the denial of the service shall be mailed to the customer pursuant to these service rules if contact information is fully provided. The notice shall be considered rendered to the customer when deposited in the U.S. mail with postage prepaid.
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- d. Reasons for Denial of Service.
- In the event of a condition determined by the Utility to be hazardous.
- In the event of customer use of equipment in such a manner as to adversely affect the Utility’s equipment or service to others.
- In the event of tampering with equipment furnished and owned by the Utility.
- In the event of unauthorized use or resale of utility service.
- For violation of or noncompliance with Utility service rules.
- For failure of prospective customer to furnish service equipment, permits, certificates, or rights-of-way specified by the Utility as a condition of receiving service or for failure of prospective customer to fulfill his or her contractual obligations for service or facilities.
- For failure of the customer to permit the Utility reasonable access to its equipment.
- Benefit of Service Rule – in the case of customers who have been disconnected or for whom credit action is pending, service will not be reconnected or continued in the name of another occupant or user of the premises if the previous customer or any other person liable for payment of the delinquent bill(s) continues to occupy or receive benefit of the service provided at the premises, unless arrangements are made to pay for the unpaid service at the premises. Similarly, New or Transferred Accounts will not be established for customers who will have co-occupants that will benefit from service so long as they have delinquent accounts. This shall not apply to an established account holder with a good credit history who allows a delinquent account holder to reside with them.
- Failure to pay the required deposit, excluding the exception listed in section e below.
- e. Insufficient Reasons for Denying Service.
- The following shall not constitute cause for refusal of service to a present or prospective customer:
- Delinquency in payment for service by a previous occupant of the premises to be served provided the person was not also receiving benefit of service at this location under the previous account holder.
- Failure to pay for merchandise purchased from the utility.
- Failure to pay for a different type or class of public utility service.
- Failure to pay the bill of another customer as guarantor thereof.
- Failure to pay back bills rendered for under-registration of a meter.
- Failure to pay bill adjustments resulting from an error on the part of the utility.
- Failure to pay for yellow page advertising.
- Use of an auxiliary directory cover.
- Failure to pay for information service not regulated by the board
- Failure to pay deregulated toll charges
- Failure of a residential customer to pay a deposit during the period November 1 through April. 1 for the location at which he or she has been receiving service. (This shall not apply to new or existing customers who have not been receiving service at the location that a utility service is applied for or when adding a new utility service.)
- Failure of a disconnected residential customer to pay the full amount due for past service if financial difficulty is confirmed and the customer is willing to enter into a reasonable agreement to pay the delinquent amount. (This excludes those customers that have already defaulted on a reasonable payment agreement for the same delinquent amount owed).
- Permitting another occupant of the premises access to the telephone utility service when that other occupant owed an uncollectible bill for service rendered at a different location. (Pertains to telephone service only).
- f. Classification of Service and Applicable Rates
- At the time utility service is approved, the type of service per utility will be provided according to the applicable rate tables as outlined in Utility Rates & Fees, Chapter VI.
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- g. Service Installation and Authority to turn on utilities.
- All customers will be provided service in a prompt, non-discriminatory manner. Standard installations will be performed no later than three working days after an order has been placed. All other installations will be completed as soon as practical using due diligence. The Utility shall supply service to the applicant in accordance with this service policy and any applicable FCC and IUB rules at a price schedule established by the Utility for the applicant’s appropriate class of service.
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- No person shall have authority to turn on a utility other than a properly authorized City employee. Such authorization shall come from the City Administrator, the Director of Public Works or Telecommunications Director, or their designees.