Council reviews consolidated disconnect policy, extends payment protections and standardizes timelines

City staff presented a consolidated utilities disconnect policy that would unify disconnect rules across electricity, water, sewer, sanitation and fiber services.

Key operational changes proposed by staff included shifting the days‑to‑disconnect calculation from 45 to 48 days to smooth billing cycles and avoid disconnects that fall on Fridays and weekends, limiting customers to two payment extensions in a rolling 12‑month period (15 extra days per extension, nonconsecutive), and retaining distinctions between remote and physical disconnect/reconnect fees ($25 remote disconnect/reconnect; $75 physical disconnect/reconnect).

Staff also proposed stricter handling of returned or rejected payments (two return events in a 12‑month period would restrict check/ACH acceptance), formalizing reasonable‑accommodation authority (directors or delegates may grant a 30‑day accommodation; further extensions require council approval), and clarifying how pledges from three partner agencies operate (a 60‑day hold placed when a qualifying pledge is submitted; responsibility remains with the customer to ensure the pledge clears).

Other additions included a water‑service clause allowing disconnection of a shared service line if one tenant’s nonpayment forces interruption to multiple customers (to be exercised sparingly and with Public Works director approval), stronger contractor notification for warranty and inventory matters, and ongoing plans to move toward prepaid meter options and CIS upgrades that can support texting and autopay features.

Council discussed balancing protections for vulnerable customers with the need to collect payments; members favored operational changes that reduce weekend shutoffs and asked staff to return final language for consent agenda review.