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, special billings, testing, construction, etc. Record includes name, address, account number, phone number, social security number, status (own/rent/commercial/residential/others on account/etc.), legal responsibilities, water/sewer account information, remarks, payment arrangements, disputes, requests for service, number of units, annexation information (if any), sewer connection information, billing cycle, date, who took order, etc. Series includes delinquent account and collection information.

Record Copy? Yes

RETENTION: 3 years

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 name, change in service, Crisis Intervention/Emergency Assistance (low income vouchers), payment arrangements and conditions, and other changes to the customer account. Records include PED (penalty exempt date) reports, payment plans, and the problem log.

Note: Some records contained in these files may be exempt from disclosure under ORS 192.501 through 192.502. Consult your agency's legal counsel for assistance before releasing information.

Record Copy? Yes

RETENTION: 2 years

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

Record Copy? Yes

RETENTION: 3 years

Series is used to bill customers for water and sewer costs. Records document the billing for services provide and delivered to the customer. Record includes customer's name, account information, meter reading, use, payments, balances, etc. Series includes billing for private customers, outside water districts and commercial accounts. Records also include billing registers, billing edit reports, copies of water bills, final bills, delinquent customer registers, etc.

Record Copy? Yes

RETENTION: 3 years

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 Billing Information System (CBIS). Record includes copies of reports created for customer accounts, water rates, usage, billing, accounting, credit, deposits, history, irrigation, meter reads, operations, dispatch, scheduling, service orders, sewers, claims, Integrated Business Information System (IBIS), inventory, purchasing, payroll, employee history, project tracking, accounts receivable, monthly cash, transactions, balances, audit trail, and other financial reports.

Record Copy? Yes

RETENTION: Until superseded or as needed, but no longer than 2 years.

Series is used to reconcile bank statements for checks issued for refunds. Record includes copies of cancelled checks and bank statements.

Record Copy? Yes

RETENTION: 2 years

Series is used to track security deposits to receive services and is used to document deposit amounts and adjustments to deposits. Records include customer information, amount of deposit, date account closed, explanation, etc.

Record Copy? Yes

RETENTION: 2 years after deposit refunded.

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

Record Copy? Yes

RETENTION: 2 years- microfilm or image copies; Retain as needed- all paper after they have been filmed or scanned.

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

Record Copy? Yes

RETENTION: 2 years

Series is created to document activities and reports that are related to the customer service activity. Records include rate sheets, rate information, sample questions and answers that may be asked by customers, phone statistic reports, staffing records, the calendar of events used to run data processing jobs, etc.

Record Copy? Yes

RETENTION: Retain as needed

Series is used to enter meter readings in the Customer Billing Information System (CBIS) 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, previous high and low, meter size, make and serial number, etc.

Record Copy? Yes

RETENTION: 2 years

Series is used to document and track work done by the water meter readers. Records include daily batch records, meter routes, route cycles, cycle sheets, meter reader log numbers, sequence records, field books, etc.

Record Copy? Yes

RETENTION: Retain as needed

Series is used to track requests for service and document work to be done by maintenance crews, inspectors, meter shop, and meter readers. Records are 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, shutoffs, new services, verifications of readings, replace, repair locate, inspect, emergency requests, frozen services, etc. Series includes EN reports and other reports that are used to track workload and scheduling.

Record Copy? Yes

RETENTION: 5 years