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Customer Service Policies

All action taken by the District is strictly governed by the District's Administrative Code. All policies are reviewed and approved by the publicly elected, 5-member Board of Directors. The goal of the Customer Service Department is to fairly and consistently apply the policies outlined in the Administrative Code to all customers.

The sections of the Administrative Code which pertain to Customer Service are included in this section. Please click on a topic below to view the appropriate section.

Section 2200. Appeals
2201. General Appeals Procedure/Policy.
2202. Extraordinary Water Use Appeal Policy.
2204. Recalculation of Commercial Account Sewer.

Section 2300. Water Rates & Charges
2301. Water Rates - Elsinore Division
2302. Power Zone Charges - Elsinore Division
2303. Monthly Fixed Meter Charges - Elsinore Division
2304. Water Rates - Temescal Division
2305. Power Zone Charges - Temescal Division
2306. Monthly Fixed Meter Charges - Temescal Division
2307. Special Conditions of Service - Temescal Division
2308. Water Service Deposits
2310. Water Connection Charges
2311. Water Meter Installation Charges
2312. Temporary Service/ Construction Water

Section 2400. Sewer Rates & Charges
2401. Sewer Divisions
2402. Monthly Sewer Service Rates - Southern Division
2403. Monthly Sewer Service Rates - Horsethief Canyon
2404. Sewer Rates - Regional System
2405. Sewer Rates - Canyon Lake
2406. Method of Calculation - Sewer Rates
2407. Sewer Deposits

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Section 2500. Fines & Penalties

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Section 2600. Miscellaneous Fees & Charges
2602.
Service Origination Fee
2605. Backflow Devices
2606. Meter Accuracy Testing
2610. Administrative Fee - Load Count

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Section 3200. Rules & Regulations Governing Water Service.
3201. General Provisions
3202. Definitions
3203. Installation of Service
3204. Main Extensions
3205. Water Rates & Charges
3206. General Use Regulations
3207. Meters
3208. Public Fire Protection
3209. Private Fire Protection Service
3210. Temporary Service/ Construction Water
3211. Temporary Water - Load Count
3212. Temporary Service - Floating Hydrant Meters
3213. Unmetered Construction Water Policy
3214. Water Service Delivery Categories

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Section 4050. Customer Service Policies & Procedures.
4051. Service Conditions
4052. Application Procedure
4053. Connection/ Capacity Fees
4054. Security Deposits
4055. Billing and Payments
4056. Discontinuance of Service
4057. Collections
4058. Exceptional Circumstances
4059. Liens
4060. Credit Report(ing) Procedure
4061. Accounts Requiring Property Owner Maintenance

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