Couple Questions /Thoughts: Terry Jones: Shouldn’t this brochure be given to Customer when the account is opened? Has it been reviewed to ensure currency? Below is Groton verbiage, that was approved by attorney. Groton Utilities does NOT send separate brochures; Notice of Customer Rights are on Shut Off Notice. Ledyard is the same as GU Here is Groton: 3.3 DELINQUENT ACCOUNTS. All accounts not paid in full after fifteen (15) days of mailing of the bill are considered delinquent. Should an account become delinquent, GU reserves the right to terminate any or all utility services, following proper notification, subject only to the rights of Customers in these Rules and Regulations and in the statutory restrictions that may be imposed by the State of Connecticut for residential Customers. In any particular case, a Customer is entitled to whichever rights may be the most protective of the interests of the Customer. Without limiting the foregoing, delinquent residential Customers who are concerned about termination of service by GU are referred to (a) the Regulations of Connecticut State Agencies applicable to residential customers of municipal utilities at Section 16-3-100, or any such successor state rules or regulations in effect from time to time, (b) “Notice of Customer Rights”, which GU has printed on the back of the bill, and (c) the following sections of these Rules and Regulations. Subject to a Customer’s rights, GU reserves the right to utilize all legal means available to it, including collection services, to obtain payment for accounts which remain delinquent for longer than thirty (30) days. If the account becomes delinquent the Customer will be responsible for all collection fees. Subject to a Customer’s rights, GU is entitled, after a thirty (30) day delinquency, to report such delinquency to credit reporting agencies as permitted by applicable Connecticut General Statutes. Further, in accordance with applicable Connecticut General Statutes and the City of Groton Charter, liens may be placed against any property where that property owner remains a delinquent Customer. If not released by payment of the delinquency before or at the time property is transferred to a new owner, the lien remains an encumbrance on the property and the new owner may be required to pay the delinquency its seller was responsible for incurring. Each such lien shall take precedence over all other liens and encumbrances except real estate taxes and may be foreclosed in the same manner as a lien for property taxes. 3.6 Disputed Bills: Terry Jones: Do we stay with this or consider the Review Officer to always be the WPCA Chair? I would stay with this verbiage. Currently Commission only see 1-3 per year, if you removed GM-CS commission will see a great deal more. If the Customer remains unsatisfied, they may have a Review Officer (General Manager - Customer Service) review the dispute. Any such request must be made within thirteen (13) days. If the dispute remains unresolved after the review by the Review Officer, the Customer may request in writing a further investigation and hearing by the Ledyard WPCA Utility Commission or as required by law. Current Rules and Regulations Applicability. A sewer charge adjustment will not be considered in the following cases: The water lost was discharged to a drain that resulted in the water reaching the Wastewater Treatment Plant. Customer failed to make repairs to a pipe, appliance or fixture known to have defects or need repair. High usage occurred more than thirty (30) days after customer received a high bill or high usage notice from Ledyard WPCA. Customer is unwilling to allow utility staff access or entry to inspect the reported leak and/or repairs made. High usage is due to watering of lawns, trees, or gardens. High usage is due to pool fill, unless the Customer meters the water used. (See Section 8.12.) – I WOULDN’T INCLUDE High usage is due to failure to turn off hoses, sprinklers, or sprinkler systems. High usage is due to negligent water use or other incident within the customer’s control. Application Process. An adjustment may be granted when ALL of the following conditions are present: Customer notifies Ledyard WPCA Customer Service of an excessive utility bill that may be related to a leak; and – NEED TO PUT TIMEFRAME Leak occurred on the customer's side of the meter; and Plumber’s receipt or other proof confirms the leak was repaired. No adjustments will be granted where any of the following situations exist: Usage above the customer's average monthly consumption is due to seasonal usage such as watering of sod, gardening, filling swimming pools or whirlpools, washing vehicles, etc. Leak was caused by a third-party from whom the customer is able to recover their costs. Examples include, but are not limited to, theft, vandalism, negligence, and construction damage, unoccupied or vacant properties. The meter at said property has been accessed, tampered with, or turned on/off by anyone other than a Groton Utilities employee and that action results in loss of water. Back of the Invoice Verbiage: USAGE ADJUSTMENTS: Applicability. A charge adjustment will not be considered in the following cases: a) The water lost was discharged to a drain that resulted in the water reaching the Wastewater Treatment Plant. b) Customer failed to make repairs to a pipe, appliance or fixture known to have defects or be in need of repair. c) High usage occurred more than thirty (30) days after customer received a high bill or high usage notice. d) Customer is unwilling to allow utility staff access or entry to inspect the reported leak and/or repairs made. e) High usage is due to water of lawns, trees or gardens. f) High usage is due to pool fill. g) High usage is due to failure to turn off hoses, sprinklers or sprinkler systems. h) High usage is due to negligent water use or other incident within the customer’s control. Application Process. An adjustment may be granted when ALL of the following conditions are present: a) customer notifies Ledyard WPCA Customer Service Division WITHIN THIRTY (30) DAYS of an excessive utility bill that may be related to a leak; and b) leak occurred on the customer's side of the meter; and c) Plumber’s receipt or other proof confirms the leak was repaired. No adjustments will be granted where any of the following situations exist: a) Usage above the customer's average monthly consumption is due to seasonal usage such as watering of sod, gardening, filling swimming pools or whirlpools, washing vehicles, etc. b) Leak was caused by a third-party from whom the customer is able to recover their costs. Examples include, but are not limited to, theft, vandalism, negligence and construction damage, unoccupied or vacant properties. c) The meter at said property has been accessed, tampered with, or turned on/off by anyone other than a Ledyard WPCA / Groton Utilities employee and that action results in loss of water. Tina M Daniels General Manager|Customer Service 860.446.4006 | danielst@grotonutilities.com From: Terry Jones Sent: Saturday, July 12, 2025 12:26 PM To: water pollution control authority ; Tony Capon ; Monir Tewfik ; James A Ball ; Sharon Wadecki ; Stan Juber ; jeremynorris@gmail.com Cc: Daniels, Tina ; Christina Hostetler ; Duarte, Mauricio Subject: Rules and Regulations Manual, finally?