§ 2-20. Office of Customer Advocacy . . . – Customer-advocacy services.

(a) Referral to customer-advocacy services.

Whenever a customer asks the Department for assistance under § 2-19 {"Office ... - Request for assistance ..."}, the Department shall immediately:

(1) notify the customer of the customer's right to access the Office's customer-advocacy problem-solving services; and

(2) forward the customer's request for assistance to the Office.

(b) Investigation by Customer Advocate.

(1) In order to resolve a billing or other dispute, a Customer Advocate may:

(i) investigate the computation of water charges for accuracy;

(ii) investigate meter reading for possible miscalculations or malfunction;

(iii) investigate whether the amount billed is erroneous based on household size, billing cycle, amount of reported usage, or other relevant factors;

(iv) consider whether reported meter readings are so unreasonably high as to be prima facie evidence that the meter is incorrect;

(v) facilitate a search for leaks on the customer's premises and nearby City property; and

(vi) make a reasonable investigation of any material facts and claims asserted by the customer as to the cause of the erroneous bill or Department decision.

(2) Both the customer and the Department of Public Works shall comply with a Customer Advocate's requests for information and scheduling. On request of the Office, staff and contractors of the Department shall perform tests and otherwise use their expertise to assist in investigation and problem-solving functions.

(1) In general.

A Customer Advocate may grant appropriate equitable relief to a customer, including:

(i) the change of an amount due on a bill for water or wastewater; or

(ii) the reversal of a Department decision.

(2) Limitation.

Notwithstanding any other provision of this article, a Customer Advocate may not increase any charges in a bill issued to a residential- or tenant-water-utility customer.

(d) Advocate's report.

(1) In general.

After completion of an investigation, the Customer Advocate shall:

(i) issue a written report containing a description of the investigation and a statement of:

(A) the law and facts;

(B) the results of the investigation;

(D) an explanation for that determination;

(ii) mail a copy of the report to the Department and to the customer at the customer's last-known address; and

(iii) keep all records of the investigation and the report.

(2) Bill adjustment.

If the report concludes that the customer's bill needs to be adjusted, the Finance Department shall promptly issue an amended bill to the customer.

(3) Notice of right to appeal.

(i) The report shall notify the customer of his or her right to appeal the results of the investigative report.

(ii) The notice shall contain:

(A) the deadlines for and methods of filing the appeal; and

(B) the procedures by which the appeal will be heard.