CHAPTER III
CUSTOMER SERVICE POLICIES

SECTION 3.6 - Customer Services.

a. Customer Assistance Programs.

1. Low Income Programs - Customer discounts on telephone service and initial connection fees are available through assistance programs sponsored by the State of Iowa and the Federal government. The amount of the discount will equal the maximum amount authorized by state and federal regulations. In order to qualify, applicants must demonstrate eligibility for one of the following programs;
   • Low Income Home Energy Assistance Program (LIHEAP)
   • Federal Public Housing Assistance or Section 8
   • Medicaid
   • Food Stamps
   • Supplemental Security Income (SSI)

   Qualifying applicants must present verifying documentation of their eligibility for one of the above listed programs within three months of the date the discount is initially granted. It will be the responsibility of the applicant to provide utility representatives with such documentation within the specified time period. Failure to do so may disqualify the customer from the program.

2. Project Share - The City of Hawarden participates in the Project Share Fund whereby anyone can donate to the fund to provide assistance for heating assistance. Any monies collected for Project Share are forwarded to Mid-Sioux Opportunity Inc. for distribution for heating assistance to low-income families.

b. Emergency and Temporary Disconnections.

The Utility may, upon reasonable notice by a customer, make emergency/temporary disconnects for the customer’s convenience for construction. The customer shall be required to pay the standard temporary disconnect fee of $20. Additional fees may also apply for repetitive or complicated requests.

c. Service Calls.

The customer will be billed for the cost of services not the responsibility of the Utility, as listed below: A minimum service fee of $15 shall be charged.

1. For a service call requesting the relocation of facilities belonging to the Utility, the customer shall be billed for the direct cost of labor and materials. A deposit equal to the total estimated cost may be required in advance of any construction.
2. For service calls requesting temporary relocation of cable lines or other Utility facilities to accommodate movement of buildings or large equipment, the person responsible for the move shall be billed for the total cost of labor and materials. The Utility shall be given a minimum of 72 hours advance notice and shall be consulted regarding the route of the move. An advance deposit or cash bond shall be required to cover estimated costs.
3. For a service call requesting installation or relocation of facilities belonging to the customer, the customer shall be billed for the total cost of the service call.
4. For a service call where the trouble is found to be on the customer’s equipment, the customer will be informed of the problem, but will not be charged for the service call.
5. Service for location of line - There will be no charge
6. The gas utility division shall investigate leak calls, shut-offs and relight pilot lights without charge to the customer. In providing these services as a convenience to its customers, the utility, its employees, and/or the municipality offer no warrant, express or implied, as to the operating condition of the customer's piping or appliances. For other services, such as adjustments to a customer piping and appliances, the customer shall be required to contact a qualified gas plumber, appliance dealer, and/or contractor.
7. Utility Reconnection/Check-in/Turn-on - For simple meter installation or the initial turning- on of utility service or reconnection of a utility service for established premises, there shall be a flat service fee of $15. An exception is that Telecommunications utilities shall not charge any fees for this service except for an account that was disconnected for delinquency that desires to be reconnected.

d. Customer Requested Meter Tests and Referee Tests.

1. Request Meter Tests. Upon request by a customer, a utility shall test the meter servicing that customer, except that such tests need not be made more frequently than once in 18 months.
   
   A written report of the test results shall be mailed to the customer within ten days of the completed test and a record of each test shall be kept on file at the utility’s office. The Utility shall give the customer or a representative of the customer the opportunity to be present while the test is conducted.
   
   If the test finds the meter is accurate within the limits accepted by the utility in its meter inspection and testing program, the utility may charge the customer $25 or the cost of conducting the test, whichever is less. The customer shall be advised of any potential charge before the meter is removed for testing.
   
   
2. Referee Meter Tests. Upon written request by a customer or utility, the utilities board will conduct a referee test of a meter except that such tests need not be made more frequently than once in 18 months. The request shall be accompanied by a $30 check or money order made payable to the Utility.
   
   Within five days of receipt of the written request and payment, the utilities board shall forward the deposit to the Utility and notify the Utility of the requirement for a test. The Utility shall, within 30 days after notification of the request, schedule the date, time and place of the test with the board and customer. The meter shall not be removed or adjusted before the test and the utility shall furnish all testing equipment and facilities for the test. If the tested meter is found to be more than 2 percent fast or 2 percent slow, the deposit will be returned to the party requesting the test and billing adjustments shall be made as required. The board shall issue its report within 15 days after the test is conducted, with a copy to the customer and the Utility.

e. Customer Assistance with Abnormal Utility Consumption.

A customer whose utility consumption appears to the customer to be abnormally high may request the utility to provide assistance in identifying the factors contributing to this usage pattern and to suggest remedial measures. The Utility shall provide assistance by discussing patterns of utility usage which may be readily identifiable, suggest that an energy audit be conducted (if available), and identify sources of energy information and financial assistance which may be available to the customer.