Leak Adjustment Policy

Purpose

The purpose of this policy is to provide a fair and consistent method for granting billing adjustments to customers who experience excessive water consumption caused by an unintentional water leak. The policy is intended to assist customers with unusually high bills resulting from qualifying leaks while ensuring equitable treatment of all utility customers and maintaining the financial integrity of the utility system.

Eligibility Requirements

Customers may be eligible for a leak adjustment when all of the following conditions are met:

1. The excessive water usage was caused by an accidental and unintentional leak on the customer’s side of the meter.
2. The leak has been repaired.  Bills have returned to normal usage.
3. The bill for which the adjustment is requested must be at least $50.00.
4. The account must be current and in good standing or subject to an approved payment arrangement.

Frequency of Adjustments

Only one (1) leak adjustment shall be granted per account during any calendar year.

If a single qualifying leak spans multiple billing cycles, the utility will adjust the highest bill. Under no circumstances shall more than one bill be adjusted per qualifying event unless approved by BWS Board of Directors.

Leak Adjustment Calculation

Eligible leak adjustments shall be calculated using the following formula:

1. Determine the average of the customer’s prior three (3) normal bills.
2. Subtract this average amount from the affected bill.
3. Divide the remaining balance by two (2).
The customer shall remain responsible for:
• The customer’s normal average bill amount; plus
• Fifty percent (50%) of the excess charges resulting from the leak.
The utility shall write off the remaining fifty percent (50%) of the excess charges.

Example:
Affected bill: $300
Average of prior 3 bills: $100
Excess amount: $200
Excess divided by 2: $100

Customer responsibility:
• Normal bill: $100
• Half of excess: $100
• Total customer payment: $200

Utility adjustment:
• $100

Exclusions

Leak adjustments shall NOT be granted for:

• Filling or topping off swimming pools;
• Irrigation or lawn watering purposes;
• Intentional water use;
• Negligence or failure to repair a known leak in a timely manner;
• Water loss due to construction activities;
• Repeated occurrences of the same unresolved leak condition.

The utility reserves the right to deny any adjustment request that does not meet the intent of this policy.

Sewer Charges

Any adjustment to sewer charges must be requested directly through Grand Strand Water and Sewer Authority in accordance with their policies and procedures. BWS shall not approve, process, or guarantee sewer bill adjustments on behalf of Grand Strand Water and Sewer Authority.

It is the customer’s responsibility to contact Grand Strand Water and Sewer Authority regarding any sewer-related leak adjustment requests.

Application Process

Customers requesting a leak adjustment must:

1. Submit a completed leak adjustment request form;
2. Provide required repair documentation;
3. Allow utility staff access to verify repairs if necessary.

Failure to provide requested documentation may result in denial of the adjustment request.

Administrative Authority

The utility manager or authorized designee shall have the authority to:

• Review and approve or deny adjustment requests;
• Interpret this policy;
• Require additional documentation when necessary; and
• Resolve circumstances not specifically addressed herein.

Leak adjustments are considered a courtesy and are not guaranteed.

All decisions made under this policy shall be final unless otherwise provided by BWS Board of Directors.