November 30, 2004 - Today, Department of Watershed Management Commissioner Rob Hunter responded to the City Auditor’s performance report, stating, “The auditor’s office pinpointed a number of problems we had already identified as needing solutions. We accept the report and are in the process of implementing many of the recommendations.”

Hunter outlined a number of steps the Department has initiated to increase the collection rate, including switching to monthly billing to allow customers to budget for their water/sewer bills the same way they do for other utilities, and replacing all residential meters and replacing or repairing all commercial meters. 

Hunter also noted that the Department is reaching out to delinquent ratepayers by offering payment plans and longer customer service hours. He added, “We want to work with our customers to find a solution to this problem. But we cannot allow the 75 percent of our customers who pay their bills on time to support the quarter who are chronically late or who steal water by bypassing the City’s system.”

Qualified customers can get help through the Care & Conserve Program with a one-time payment for water/sewer bills. Care & Conserve also provides assistance with plumbing problems and with the installation of water-conserving devices. Additionally, the City offers a 30 percent senior discount to customers over 65 who have incomes under $25,000.

Over the past quarter, the department has re-tooled its collection policy to make more aggressive use of collection agencies and property liens resulting in the termination of more than 2,000 accounts in the last month. The Department has begun referring accounts with 90-day past-due balances to the City’s collection agency and is recovering the collection costs from delinquent customers. The Department also is working with the Law and Police Departments to prepare cases against chronically delinquent customers and those who steal water.

Customer Service representatives are available weekdays from 8:15 to 5 p.m. at City Hall, 55 Trinity Avenue, S.W., Atlanta 30303, to accept payments. Customers also can call 404-658-6500 24 hours a day, seven days a week to pay by credit card (VISA or MasterCard) and can call the same number from 8 a.m. to 8 p.m. to speak to a customer service representative to arrange payment or get more information.

Commissioner Hunter said, “We remain committed to working diligently to improve both customer service and our collections process.”