If an applicable reason exists, the account holder may submit a Utility Adjustment Request Form with supporting documents. The City will review the customer's account and may make an adjustment. If the request is approved, a Utility Customer Service Representative will contact the customer after the adjustment is completed to advise of the amended balance due.
- It is still the customer’s responsibility to ensure the monthly bill is paid by the due date.
- Submittal of an adjustment request does not preclude accounts from collection activity, including service interruption.
- Adjustments are only available once in a twelve month period for explained use OR once in a three year period for unexplained use.
If a payment plan is desired, the account holder must speak with a Utility Customer Service Representative by visiting the Customer Service desk at City Hall or by calling (407) 262-7700, Option 4.