Understanding Your Rights and Responsibilities as a Utility Customer

Utility service supports everyday life, from safe drinking water and sewer systems to streets, stormwater facilities, natural gas, geothermal resources, and airport operations. In Susanville, understanding how these services are managed helps residents make informed decisions and respond appropriately when a bill, outage, project, or service concern arises.

Being a utility customer involves more than paying a monthly charge. You have rights related to clear information, fair treatment, service reliability, and opportunities to raise concerns. You also have responsibilities, including timely payment, conservation, safe use of infrastructure, and reporting problems before they become emergencies.

Know what your bill includes

Utility bills may contain several charges, such as usage-based rates, fixed service fees, taxes, or fees associated with wastewater and other municipal services. Reviewing each line can help you identify changes and understand which services contribute to the total amount due. Current rate information and payment resources should be checked through official City of Susanville Public Works channels.

Sewer charges may be calculated differently from water consumption or other utility fees. The City’s explanation of sewer service charges can help customers understand the purpose of these costs and the factors that may affect them. If a bill seems unusual, gather the account details, meter information, and billing period before contacting the department.

Customers are generally responsible for paying by the stated deadline and keeping account information current. If financial circumstances make payment difficult, contact the utility office promptly to ask about available procedures or payment arrangements rather than waiting until the account becomes significantly overdue.

Your rights when service or billing is disputed

Customers should receive understandable information about rates, charges, policies, and service procedures. When you believe a bill is inaccurate or a service issue has not been resolved, you have the right to request an explanation and provide supporting details. Keep copies of bills, emails, photographs, work orders, and notes from conversations.

A billing review may require staff to examine account history, meter readings, leaks, adjustments, or service conditions. Reporting a suspected leak does not automatically remove responsibility for water used, so customers should ask what review or adjustment policies apply to their circumstances. Clear, respectful communication gives the department the information needed to investigate efficiently.

Service interruptions can result from maintenance, construction, equipment failure, weather, or emergencies. Customers should receive available information about significant disruptions and restoration efforts, although exact timing may change as field conditions develop. If a problem creates an immediate safety risk, use the appropriate emergency contact rather than relying only on routine correspondence.

Protect your account and property

Customers are responsible for using utility services safely and protecting infrastructure located on their property. This includes keeping access points, meters, valves, and other equipment reasonably accessible to authorized workers. Do not tamper with a meter, bypass a connection, or attempt repairs on equipment that belongs to the utility.

Leaks on private plumbing can waste water and increase a bill. Check faucets, toilets, irrigation systems, and exposed pipes regularly, especially after freezing weather or a noticeable change in consumption. A sudden increase in usage may indicate a leak, a meter issue, or a change in household activity and should be reported for review.

Before digging, landscaping, installing a fence, or beginning construction, property owners should learn which utility locating, engineering, or permit requirements apply. Public Works staff can direct customers to the right information for streets, sidewalks, stormwater facilities, and other municipal infrastructure.

Understand responsibilities during projects

Public infrastructure work may temporarily affect parking, traffic, sidewalks, drainage, water service, or access to homes and businesses. Residents and property owners should follow posted notices, temporary closures, traffic controls, and instructions from authorized project personnel. Moving barriers or entering restricted work areas can create serious hazards.

Projects often require coordination among city staff, contractors, property owners, and utility customers. If construction appears to damage a sidewalk, driveway, landscape, or utility connection, document the condition promptly and report it through the appropriate channel. Photos that show the location and date can support a more useful investigation.

Customer concern	Customer action	Useful department response
Unexpected bill increase	Check for leaks and review usage history	Explain available account and meter information
Suspected service interruption	Report the issue and follow safety instructions	Provide updates when information is available
Construction near a property	Observe notices and keep work areas clear	Share project details and access procedures
Damaged public facility	Record the location and visible condition	Route the report for inspection or follow-up
Payment difficulty	Contact the utility office before the due date	Explain applicable payment procedures

Conserve resources and prevent pollution

Water conservation is both a financial practice and a community responsibility, particularly during dry conditions. Efficient fixtures, appropriate irrigation schedules, prompt leak repairs, and sensible outdoor watering can reduce consumption without compromising health or sanitation. Customers should follow current local conservation guidance rather than relying on outdated practices.

Stormwater systems are designed to carry runoff, not household waste, paint, oils, chemicals, or debris. Keeping pollutants out of streets, gutters, and drainage areas protects waterways and reduces maintenance problems. Yard waste should be handled in a way that prevents it from blocking inlets or entering the storm drain system.

Sewer systems also depend on customer cooperation. Grease, wipes, hazardous materials, and other inappropriate items can cause blockages and damage. Dispose of these materials through approved methods and use sinks, toilets, and drains only for substances the system is designed to receive.

Find help and communicate clearly

The best first step for a utility concern is to use the City’s official contact, payment, rate, project, or emergency information. The Public Works website provides access to department resources covering utilities, engineering, streets, safety, conservation, airport operations, and related services.

When contacting staff, include your name, service address, account number when appropriate, a concise description of the issue, and the date the problem began. For a suspected leak or infrastructure hazard, explain whether water is actively flowing, whether a roadway or sidewalk is affected, and whether anyone may be in danger.

Practical habits for utility customers

• Read each bill and compare unusual changes with prior usage.
• Keep payment, contact, and service information current.
• Report leaks, outages, damaged facilities, and safety hazards promptly.
• Protect meters and utility equipment from damage or unauthorized alteration.
• Follow conservation, stormwater, sewer, construction, and emergency instructions.

Reliable public services depend on cooperation between the department and the community. Review your utility information, use official channels for assistance, and report concerns with accurate details so problems can be addressed as efficiently and safely as possible.