Utilities

For more information on the Utility Department call: 620.793.4100 or through e-mail by clicking on the name of any desired staff contact person. The office is located at 1615 10th.

The City of Great Bend provides Water and Sewer services to its citizens. The rates charged for these services are analyzed by City Staff and approved by the City Council to provide funding of operating expenses, maintenance, debt service, and improvements to the utility.

The Utility Billing staff is trained to provide excellent customer service to the public and is empowered to take care of most concerns.

To establish utility service with the City of Great Bend you must complete an application for service in the Front Door Building at 1615 10th street. The application must be signed in person and a copy a photo ID and social security card is required.

UTILITY BILLING INFORMATION

Access to Property:

The Water Department shall have free access at all reasonable hours to any premises where it may be necessary to ascertain the readings of the meter, location or condition of water pipe or other fixture attached to the city waterworks, or to shut off or turn on water from or to any premises, or from or to any hydrant pipe or other attachment or for the purpose of seeing that the rules and regulations are observed. Upon the refusal neglect or failure of any customer, consumer or owner to abide by this provision, the water may be discontinued upon 24 hours notice to the customer.

Meter Reading - Estimated Usage:

Water meters will be read on a monthly basis on a pre-set cycle. The utility may render a bill based on estimated usage under the following circumstances:

1. Extreme weather conditions, emergencies, work stoppages or other circumstances beyond the City’s control.

2. When the utility is unable to reasonably obtain access to the customer’s premises for the purpose of reading the meter.

3. The utility may render a bill based on estimated usage as a customer’s final or initial bill only when:

The customer so requests and any necessary adjustments are made to the bill upon a subsequent actual meter reading by the utility.

An actual meter reading would not show actual customer usage but is used in estimating usage.

An actual meter reading cannot be taken because of a broken meter or other equipment failure.

4. The utility may not render a bill based on estimated usage for more than three (3) consecutive billing periods.

5. When a utility renders an estimated it shall:

Clearly disclose on the bill that it is based on estimated usage.

Make any appropriate adjustment upon subsequent reading of the meter.

Responsibility for Payment of Bill:

1. An account that is not paid by the date due will be declared delinquent. A delinquent notice will be mailed to the customer indicating that service will be terminated if payment is not made by a given date. There will be a minimum of ten (10) days between the mailing of the delinquent notice and the termination of service.

2. The City Utility will contact the customer and request payment of the delinquent amount prior to the water being turned off. An $8.00 collection/disconnect fee will be charged to the customer for this service. If the customer does not pay the bill at this time the water will be shut off.

3. A reconnection fee of $15.00 will be charged if service has been terminated for non-payment.

4. When utility customers request service at a new address, the billing office will collect all past due amounts before service will be granted at the new location.

5. The utility shall not refuse service to, or disconnect the service of; an individual for an outstanding debt on an account unless that individual either signed the service agreement on the account or agreed orally at the time service was established to be responsible for the account. The only exception to this rule is when the individual and the customer who signed the service agreement or agreed orally at the time service was established to be responsible for the account, lived together when the debt was incurred and continue to live together.

Discontinuance of Service:

The City may discontinue or refuse service for any of the following reasons:

When the customer requests it.
When the service is abandoned.
When a utility bill becomes delinquent after proper notice has been given.
When a dangerous condition exists on the customer’s premises
When the customer fails to provide credit information or has a previous undisputed and unpaid separate account for water/sewer service with the City.
When the customer misrepresents his or her identity for the purpose of obtaining water/sewer service.
When the customer violates any rule of the City utility which violation adversely affects the safety of the customer or other persons, or the integrity of the water/sewer delivery system.
When the customer causes or permits unauthorized interference with, or diversion or use of (meter bypass), water/sewer utility service situated or delivered on or about the customer’s premises.
When a billing statement is returned by the post office.
When the customer issues the utility a bad check.

Review of Disputes:

1. When a customer advises the City Utility prior to the date of the proposed discontinuance of service that all or any part of any billing as rendered is in dispute or that the City Utility’s reasons for discontinuance are factually invalid, the utility shall:

Immediately record the date, time and place the complaint is made.

Postpone discontinuance until a full investigation is completed;

Investigate the dispute promptly and completely; and

Attempt to resolve the dispute informally in a manner mutually satisfactory to both parties.

2. A customer may advise the City Utility that a bill is in dispute in any reasonable manner such as by written notice, in person or by telephone call.

3. The City Utility, in attempting to resolve the dispute in a mutually satisfactory manner, may employ telephone communication, personal meetings, on-site visits or any other technique reasonable conducive to settlement of the dispute.

4. The Utility Clerk is empowered to handle disputes and in circumstances where they believe in fairness the penalty fee should be removed can do so.

5. The City Clerk has the authority to make adjustment to the bill that would represent fairness and equity to the customers of the City. The request for adjustment must be in writing. The City Clerk shall state if the request for adjustment is accepted or denied and record the basis of his decision on the request form. A copy of the request and determination will be kept in the City Utility files.

Liability of the City Utility:

The City Utility will use reasonable diligence in furnishing a regular and uninterrupted service but in case such service should be interrupted, or fail by reason of an act of God or public enemy, war, accidents, strikes, or their equivalent, legal process, state or federal interference, breakdowns or injury to the equipment of the City Utility or extraordinary repairs, the City Utility will not be liable in damages for any such interruption of service.

Emergency Repairs:

The City Utility reserves the right to shut off supply of water at any time when such action is necessary for the purpose of making repairs or in case of any emergency. In such case, the Utility shall make every reasonable effort to restore service at the earliest possible moment. An interruption of service will not relieve the customer from any charges for service, which has actually been rendered.

Customer Leak Adjustment:

The City Utility may issue a credit equal to 50% of one month’s water usage if a customer has a leak that increases their average meter reading. To receive the adjustment the customer must bring in a copy of the receipt for the work done to repair the leak. A customer can only qualify for this adjustment for one month’s billing. This adjustment shall only be granted once every two years and applies only to water leaks that occur without the knowledge of the customer.