Collection of Overdue Accounts

All utility bills are due upon receipt. When utility bills are not paid on time, the account becomes overdue.

When an account becomes overdue collection activities are initiated. The customer is notified of overdue accounts on:

• Future water bills;
• Delinquency notices; and
• Disconnection notices.

In April of 2009, the City of Regina is implementing a new delinquency process for overdue utility charges. This means that all customers who do not pay their account balances on time are subject to collection activity. This can result in disconnection of services.

This new process allows a more consistent approach to customer service and reinforces consistent payment of outstanding charges.

Provincial legislation provides us with the authority to enforce payment. The options available to the City of Regina to collect overdue utility accounts include: disconnecting service, transferring outstanding balances to the tax roll, if the account is with the property owners, or placing the account with an external collection agency. The first option to collect outstanding balances will be to disconnect the utility service.

***Tax transfer will not be the first option for collection of outstanding balances.***

Collection policy

The City of Regina treats all water customers equally by adhering to the following policies and guidelines.

• While water bills are due upon receipt, no late fees are applied until after the date printed on the bottom of the bill.
• Failure to receive a bill does not excuse the customer from payment.
• The customer is responsible to ensure that payments are received at City Hall before payment deadlines. This may require allowing time for mail or for bank processing in order to avoid penalties or further collection actions.
• Customers are notified of accounts owing through bills, late notices and/or hand-delivered disconnection notices.
• Private agreements between tenants are not recognized by the City of Regina. The customer named on the account is responsible for the balance of the account.

Payment arrangements

Customers can make payment arrangements to avoid disconnection.

Eligible customers

• Customers with excellent, good or fair credit ratings
- Past due balances must be paid within 14 days of the mailing date of the notice
- Outstanding delinquent balances from previous addresses are due immediately.
• Customers with inactive accounts
• Customers with a poor credit rating
• Customers with collection accounts who phone to avoid disconnection
• High-risk customers

An additional payment arrangement option is available if Social Services commits to making a one time payment for a client to avoid disconnection.

All payments covered in the payment arrangement must be RECEIVED at City Hall on the stated date regardless of where payment was made in order to ensure collection activity does not continue.

If the customer does not keep the arrangements, the account may be subject to further collection action. Customers who default on more than 4 payment arrangements in one year will not be allowed to make another payment arrangement within that year.

Overdue accounts

• If water service has been disconnected, the balance outstanding in 90 days past due must be paid by cash or debit prior to reconnection and a payment arrangement must be taken for the balance of the arrears. These payments must be made by cash, certified cheque or money order.
• If City records indicate property is heated by hot water heat, the owner will be notified by registered mail if water service is to be disconnected for non-payment.
• Bank returned items (including pre-authorized payments) will be debited back to the utility account(s) in addition to a returned cheque charge.
• In situations where the City of Regina is unable to disconnect water and the customer is the owner of the property, the arrears will be transferred to the customer’s property tax.
• When a premise is identified by Utility Billing as having more than one unit served by a single meter, the owner of the property may be deemed responsible for the charges.
• When the City of Regina is unable to disconnect the water because of debris covering the curb box, the owner of the property will be advised that the City of Regina requires access to the water meter within 14 days. If this access is not provided, the owner will be made responsible for the charges. Accounts not paid after that time will then be transferred to property tax.