The Ashland City Council approved new updates to the city’s utility billing and appeals policies on March 17, aiming to improve customer notifications and clarify procedures for disconnections and appeals.
The changes are intended to make it easier for residents to understand their responsibilities regarding electric, water, sewer, and telecommunication bills. The updated policy is also designed to help the city sustainably fund these essential services while making processes clearer for customers. The new rules will take effect on April 20.
Under the revised ordinance, customers who fall behind on payments will receive a written notice at least ten days before any service shutoff. After this notice is sent, no further warnings are required before disconnection. To restore service after a shutoff, customers must pay their full overdue balance or enter into a repayment agreement with the city. Additional fees may apply for non-payment or reconnection as set by the City Council.
Protections have been added so that service cannot be disconnected at one address due to unpaid balances at another address with its own account. Accounts that are more than thirty days past due with balances over $500 will now incur a monthly penalty set by council resolution.
For those wishing to contest a bill or disconnection decision, there is now a streamlined appeal process. Customers must first try to resolve disputes directly with the Utility Billing office before filing an administrative appeal with the city’s Hearings Officer. Appeals related to shutoff notices must be submitted within ten days of receiving notice; during this time, service cannot be disconnected if the appeal was filed properly and on time. The Hearings Officer will then issue written findings about any amounts owed or applicable penalties.
