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Billing Disputes

At anytime customers of Harriman Utility Board have the right to dispute the amount of their bill.  This can be by written contact or by verbal contact.  The dispute can be as simple as requesting a recheck of the readings of the meter the bill is calculated by.  At such time Harriman Utility Board will make every effort to investigate the questions of the customer.  The following steps will be taken to try and settle the customer’s dispute.

1. Have someone go to the service address and reread the meter(s) to insure the meter was read correctly the first time.
2. Leave a notice at the door explaining to the customer what the findings were the second time the meter was read.  This notice shall also state the customer has other options should they still disagree with the second reading of the meter(s).
3. The first two items shall be done at no expense to the customer.
4. At this point, the customer can chose to request the meter(s) be tested. The Utility board will remove the meter and replace it with another meter while the testing is being done.
5. It will be explained to the customer that, if the meter tests correctly, then the customer will be charged a $25.00 test fee.  However, if the meter test shows the meter not to be operating correctly, then the customer’s account will be adjusted by the information shown by the test, and no test charge will be assessed to the customer’s account.
6. Electric meters are tested on a test board at the Harriman Utility Board’s location or, if requested shipped to an independent testing facility.  Water and Gas meters are shipped to another location to be tested.  Harriman Utility Board does not have the equipment to test gas or water meters.
7. After a customer disputes a billing charge no other action will be taken to collect the bill until the required re-read or meter test has been done.
8. After reviewing the information from a meter test the Credit/Customer Service Manager, or their assistant, will determine the amount, if any, of an adjustment to be made to the customer’s account.
9. If the customer requests a meeting with the HUB manager, it will be the responsibility of the Credit/Customer Service Manager or their assistant to see that a meeting is set up at a time which is convenient for the manager and the customer.