Town changes water policy to two payment agreements per year

COLUMBUS — Columbus employees say they have some water customers who take advantage of a payment agreement too frequently, and can never get caught up on their bills.

The Columbus Town Council met Thursday and agreed to limit customers having agreements to twice per year. The vote by council was 3-1, with Councilman Robert Williamson voting against the new policy.

Town Manager Tim Barth said when a customer cannot pay their bill on time, they can enter into a payment agreement to avoid having their water cut off. The customer still has to pay the penalty for a late payment, but they avoid the town terminating their service.

“Currently, a customer could conceivably get a new payment agreement every month to avoid being cut off, and that is not the point of allowing payment agreements,” Barth said. “The agreements are designed for someone who may be short on money one month, but are expecting to be paid, just not in time to pay their bill. Two payment agreements per year should be enough to assist those who might need that help.”

Town Clerk Monica Greene said there are some customers who get a payment agreement every month or every other month, so they are always a month behind. She said the agreement is being abused.

Columbus’ water bills are due on the 10th of the month, and, if the payment is not made, the service is disconnected on the 21st of the month. The first time service is disconnected, the town charges a $10 reconnect fee; the second time service is disconnected, the town charges a $35 reconnect fee; and the third and any subsequent time service is disconnected, the town charges a $75 reconnect fee.

Williamson asked how many customers are on the payment plan.

Greene said on average, the town has at least 10 customers a month on the plan. Columbus has 935 water customers.

Williamson and the council discussed giving customers who normally pay their bills a call before service is disconnected. Williamson said five years ago he had his water cut off because his check fell behind his seat. From his check records, he paid his bill, he said.

“There was no notice until my water was cut off,” Williamson said. “My check registry showed I paid my water bill. Not being a repeat offender, how do we let those people know your water is about to be cut off because we didn’t receive your check?”

Councilman Mark Phillips said he would make the argument the notice is stated on the water bill.

Greene added that the customer’s bank account would also state if the check cleared.

Councilman Richard Hall asked how many customers get disconnected a month.

Greene said 20 to 30 are on the list to be disconnected every month, but not all of those get cut off, for either paying or entering the payment plan.

Phillips asked Town Attorney Lora Baker if there is a legal issue if the town calls customers who normally pay their bills and not call the repeat offenders prior to cutting service.

“You could potentially have a legal issue,” Baker said.

Greene said the town makes its policy very clear to customers. She said every customer has to sign a document that they have read the policies, including for being disconnected.

Resident Ernie Kan, who used to serve on council, said once a customer had cancer and their water got cut off while they were in the hospital.

Phillips said if the town disconnected someone’s service while they were in the hospital and did not know, the town would not charge them a reconnect fee.

Greene said staff is very sympathetic to situations.

“If there is a hardship there, I’m sure we’ll work with them,” Mayor McIntyre said.

Williamson said he does not think the policy addresses cancer, people out of the country or a check being dropped between the console of the car. He thinks the town needs to look into alerting people who are not chronic defaulters.

Baker said she would be happy to look at case law, but she sees issues with calling some, but not others. Baker said as a local government, “We have to [show] common courtesy to everybody.”