If a customer or user calls, visits or writes the city clerk complaining of an overcharge or other problem with the account, the city clerk shall do one or more of the following:

    A.    Render a decision within ten days from the date of receipt of a customer’ s or user’ s oral or written complaint and stay termination of service until the city clerk renders a decision or until all appeals are exhausted, whichever is later;

    B.    Conduct an investigation, including but not limited to, a meter check at the subject premises, to determine errors in billing, leaks, and illegal connections;

    C.    Establish a written credit plan, as permitted by this title, in cases of proven financial difficulties by the customer;

    D.    If the city clerk finds merit to the dispute and upon approval of the city council, make an adjustment of the customer’ s or user’ s bill;

    E.    If the city clerk finds that the dispute has no merit, he shall communicate that decision to the customer or user by certified mail, return receipt requested, by personal delivery, or by posting of the decision on the premises to be disconnected. The notice of the decision shall specify that if the account is not paid or the customer or user does not appeal the decision on or before five days from the date of receipt of said notice, the water service shall be discontinued. (Ord. 1093 § 1(B), 1993)