MEDIATION PROCESS
To initiate the process, a customer should complete a Mediation Request Form and submit the form to DeKalb Utility Customer Service Operations, a division of the Department of Finance.
The Mediation Request Form requires a detail description of each dispute (why), including the specific billing period (when) and the specific amount (how much) being disputed for each bill being disputed. If you have any questions regarding the completion of this form, please call 404-371-3000. Information regarding the details of the process of mediation are presented below.
The Department of Finance will submit a mediator request to the County Law Department within 10 days of receipt from the customer. The Law Department will assign the mediator within 10 days of receipt of the DOF request. The Department of Finance will reach out to the mediator and customer within 10 days of receipt of the assigned mediator, to schedule the mediation within 30 to 60 days of receipt of the mediator, sooner if schedules permit.
On the date of the mediation, the mediator will meet with the customer and county representative for up to one hour and consider whatever written and oral information the parties bring to the mediation. The mediator will then work with the parties to come to an agreed upon resolution, or if a mutual resolution is not reached, the mediator will provide a written recommendation for resolution of the dispute within 30 days of the mediation.
MEDIATION REQUIREMENTS
No dispute for less than $500 will be considered. You may dispute charges up to two years prior to the original report of the dispute with customer service, not from the date of the mediation request.
The customer must be current (not past due) on their non-disputed charges before mediation can be scheduled.
Legal representation may attend but cannot participate in the mediation meeting.
The customer may have an advocate or authorized user participate.
The customer must be in attendance, or the advocate or authorized user must have a Power of Attorney to act on behalf of the customer.
The customer will have up to 30 minutes to present their dispute to the mediator.
The County will have up to 30 minutes to respond to the dispute.
Neither party is legally bound by the decision of the mediator but must notify the other party within 7 days of receipt of the mediation outcome if they chose to reject the mediator’s recommendation.
If the customer rejects the mediation outcome, the payment of the amount in dispute can only be delayed upon receipt of an Anti-litem notice within 30 calendar days. A lawsuit must be filed within 30 days to avoid collection activity on the disputed amount.
If the county rejects the mediation outcome, the account will be subject to normal billing and collection procedures, including disconnection of service. Under certain circumstances, payment arrangements may be available.
PERSONS PARTICIPATING IN THE MEDIATION ON MY BEHALF (up to two additional persons)
List Name and Relationship:
PERSONS ATTENDING BUT NOT PARTICIPATING ON MY BEHALF (legal representation may attend but may not participate)
List Name And Relationship:
NOTE - EACH BILL BEING DISPUTED SHOULD BE PRESENTED AS A SEPARATE DISPUTE.
PLEASE ATTACH ADDITIONAL PAGES IF ONE PAGE IS INSUFFICIENT.
I SWEAR THAT THE INFORMATION PRESENTED ABOVE FOR MEDIATION IS COMPLETE TRUE AND ACCURATE.
1300 Commerce Drive Decatur, GA 30030
