Water Billing Disconnection
CITY OF NORFOLK, NEBRASKA
WATER/SEWER SERVICE PROCEDURES
309 N 5th Street
Norfolk, NE 68701
Questions, Inquires, Complaints
Customers with questions, inquires, or complaints may contact the Water Billing Office between the hours of 8:00am and 4:30pm Monday through Friday at the City Offices, 309 N 5th Street or (402) 844-2018.
If customers have a dispute over a utility bill or the proposed discontinuance of service, they may file a written request with the Water Billing Clerk prior to any disconnect date, stating the area of dispute and the relief requested. The Water Billing Office will schedule a conference with the Utility Billing Supervisor within fourteen (14) calendar days and notify the customer in writing of the time and place it will be held. No disconnect will be made until the conference is concluded.
Disconnection may be postponed or prevented upon presentation of a duly licensed physician’s, physician assistant’s, or advanced practice registered nurse’s certificate, which shall certify that a domestic subscriber or resident within such subscribers household has an existing illness or handicap which would cause such subscriber or resident to suffer an immediate and serious health hazard by the disconnection of the utility’s service to that household. Such certificate shall be filed with the utility within five days of receiving notice, excluding holidays and weekends, and shall prevent the disconnection of the utility’s service for a period of at least thirty days from such filing. One postponement of disconnection shall be required for each incidence of any due date.
A domestic subscriber may arrange installment payments before the disconnect date.
Welfare recipients may qualify for assistance in payment of a utility bill. In order to avoid disconnection, welfare recipients should contact their caseworkers regarding this matter.
If a customer wishes to appeal the decision of the Utility Billing Supervisor of the proposed discontinuance of water, the customer may contact the City Administrator within seven (7) calendar days at the City Offices, 309 N 5th Street or (402) 844-2010.
The City Administrator’s Office shall schedule a conference within fourteen (14) calendar days and notify the customer in writing of the time and place it will be held.
The City Administrator may, based solely on the evidence presented at the conference, affirm, reverse, or modify any decision of the Utility Billing Supervisor.