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POL Government Elected Officials Auditor Griffin-Valade Divisions Archives & Records Retention Schedules Water
9602 CUSTOMER ACCOUNTS/SERVICES

9602-01 CUSTOMER ACCOUNT RECORDS

Series is created to track customer responsibility and to bill customers for water and sewer services.  Series documents changes in accounts, types of accounts and services, account activity, billings and meter testing.  Records includes name, address, account  number, social security number, status,(own/rent/commercial/residential/others on account/etc.), legal responsibilities, water/sewer account information, notes, payment arrangements, disputes, customer requests, number of cycle and date.  Series includes delinquent account and collection information.

 

Confidential?       Follow bureau procedures for maintaining customer account confidentiality

Vital Record?       Yes

Record Copy?      Yes

 

Retention: 3 years

9602-02 ACCOUNT CHANGE RECORDS

Series is used to record changes to the customer account record that is not monetary in nature.  Series documents routine information to the customer account.  Series includes name, account information, and type of change requested.  Examples of changes requested include, but are not limited to, billing frequency, change of address, change of names, change of service, Financial Assistance Crisis Vouchers, payment arrangements and other changes to the customer account.  Records include reports, payment plans and problem logs.

 

Confidential?       Follow bureau procedures for maintaining customer account confidentiality

Vital Record?       No

Record Copy?      Yes

 

Retention: 3 years

9602-03 WATER BILLING ADJUSTMENT RECORDS

Records document adjustments to customer’s bills for debits, credits, refund checks and returned checks and other related reasons.  Record generally includes account number, amount of credit, debit or refund, transaction, reason for adjustment and description.  Series includes returned checks, collection records, (including those sent to outside collection agency) and refund records.

 

Confidential?       Follow bureau procedures for maintaining customer account confidentiality

Vital Record?       No

Record Copy?      Yes

 

Retention: 3 years

9602-04 BILLING RECORDS

Series is used to bill customers for water and sewer costs.  Records documents the billing for services provided and delivered to the customer.  Records include customer’s name, account information, meter reading, use, payments and balances.  Series includes billing for private customers, outside water districts and commercial accounts.  Records also include billing exceptions, data for water and sewer bills, final bills, shut off reports, lock reports and meter removal reports.

 

Confidential?       Follow bureau procedures for maintaining customer account confidentiality

Vital Record?       Yes

Record Copy?      Yes

 

Retention: 3 years after collected or deemed uncollectible

9602-05 CUSTOMER SERVICES REPORTS

Series is created for administrative reasons to document daily, weekly and monthly reports run for the various divisions in the Water Bureau from the Customer Information System (CIS).  Data to be extracted for reports related to customer accounts, water rates, usage, billing, accounting, credit, history, irrigation, meter reads, service orders, inventory, accounts receivable, cash transactions, balances, audit trail and other financial reports.

 

Confidential?       No

Vital Record?       No

Record Copy?      Yes

 

Retention:  Until superseded or as needed, but no longer than 3 years.

9602-08 PAYMENT RECORDS

Series is used to document payments on accounts and the proper posting of customer accounts.  Series includes information from payment sources.  Records include bill stubs and receipts issued when payment is received.  Records may include copies of checks, daily transactions, tapes and batch reports.  Records generally include account information, name address, date and payment.

 

Confidential?       Follow bureau procedures for maintaining customer account confidentiality

Vital Record?       No

Record Copy?      Yes

 

Retention:  3 years

9602-09 CUSTOMER CORRESPONDENCE RECORDS

Series is used to document and respond to all customer account questions and complaints.  Series generally contains questions on billings, service, and miscellaneous inquiries.  Records include correspondence sent and received by bureau memos, letters and other material gathered to explore or respond to issues raised in the correspondence.  Series includes landlord letters used to notify property owners and managers that accounts have been opened or closed. 

 

Confidential?       Follow bureau procedures for maintaining customer account confidentiality

Vital Record?       No

Record Copy?      Yes

 

Retention:  3 years after last action

9602-10 HOUSEKEEPING RECORDS

Series is created to document activities and reports that are related to the customer service activity.  Records include rate sheets, rate information, phone statistic reports, the calendar of events used to run data processing jobs, etc.

 

Confidential?       No

Vital Record?       No

Record Copy?      Yes

 

Retention:  3 years

9602-11 METER READ DATA

Series is used to enter meter reading into CIS to produce and edit bills.  Series is the document that is created when the meter is read.  Record contains account number, address, location of meter, route sequence current reading, reader coding, consumption history, cycle, type of service, pervious high and low, meter size, make and serial number, etc.

 

Confidential?       No

Vital Record?       No

Record Copy?      Yes

 

Retention:  3 years

9602-13 SERVICE REQUEST RECORDS

 
Series is used to track requests for service and document work to be done by maintenance crews, inspectors, meter shop and meter readers.  Records all the service orders that document work to be done.  Record generally includes account information, service request (work that needs to be done), date and other information necessary to the service request.  Examples of records include service turn-ons, shut offs, new services, verifications of readings, replace, repair locate, inspect, emergency requests, frozen services, etc.  Series includes reports that are used to track workload and scheduling.

 

Confidential?       Follow bureau procedures for maintaining customer account confidentiality

Vital Record?       No

Record Copy?      Yes

 

Retention: 3 years after last action


Contact Information
Archives & Records
1800 SW 6th Ave, Suite 550
Portland, OR 97201
phone: 503-865-4100 (new)

 

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