WATER DEPARTMENT POLICY Table of Contents

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1 A. ADMINISTRATIVE WATER DEPARTMENT POLICY Table of Contents A4. Safety A5. Accident Review Process A15. Utility Notification A16. Backflow Prevention Device Technician Certification A17. Backflow Prevention Device Technician Certification Program A19. Use of City Vehicles A20. Automatic Fuel Dispensing Card A.21 Sale of Scrap Hydrants A23. Customer Notification for Service Interruptions A25. Collection for Damage to Department Property A27. Access Authorization MBWTP A28. Plant Tours A31 Professional Organization Membership A32. Existing Water Service Review A33. David L.Tippin Water Treatment Facility Access and Parking A34. Determination of Water Use Restriction Citation Recipient B. CUSTOMER SERVICE B1. Commitments B2. Main Extension Aid in Construction B3. Temporary Service Portable Meters B4. No Service Pipe Present B6. Emergency Calls and Complaints B7. Billing Complaints B8. Billing Adjustment Procedure B9. Turn-Off at Multi-Family Dwellings B10. Priority Service B12. Customer Service Calls (Triage) B13. Downtown and South Tampa CIAC B14. Northeast Area CIAC B15. Master-Metered Single Family Subdivision B16. Master-Metered Mixed Use Community C. INFRASTRUCTURE C1. Water Main Conflicts C2. Meter Relocations C3. Meter Disposal

2 C4. Meter Testing C5. Meter Test Frequency C6. Paperwork Flow for Large Meter Installations and Fire Mains C7. Abandoned Meter Removal C8. Abandoned Service Line Removal C9. Cross Connection Control C10. Fire Service Maintenance C11. Fire Hydrant Standardization C12. Fire Hydrant Data C13. Fire Flow Analyses C14. Scrap Metal Disposal Policy C15. Damage to Utilities C16. Wet Taps C17. Closed Valves C18. Hillsborough County Department of Health Notification C19. Installation of New Water Facilities C20. Fire Systems Backflow Protection C21. Locating Utilities Revised May 29, 2014

35 Exhibit B13-2 Single Family Residential 300 Multi-Family less than 1,600 SF per unit 150 1,600 SF per unit but less than 3,000 SF per unit 240 3,000 SF per unit and greater 300 Airports per passenger per day 4 add per employee 15 Barber and beauty shops per service chair 75 Bowling Alley per lane 50 Car Wash automated, per car 45 automated, with water recovery 8 self service, per car 12 self service, with water recovery 6 Country Clubs per resident, or 100 per member or patron 25 add per employee per 8 hr shift, or 15 per member (with showers) 30 add per employee per 8 hr shift (with showers) 25 apartment/multi-purpose clubhouse per restroom 250 Doctors and Dentist offices per practitioner 250 add per employee per 8 hr shift 15 Factories, exclusive of industrial wastes, per employee 8 hr shift no showers provided 15 showers provided 25 Flea market open 3 days or less days per week per non-food service vendor space 15 add per food service establishment using single service articles per 100 SF of floor space 50 per limited food service establishment 25 Flea market open more than 3 days per week per non-food service vendor space 30 add per food service establishment using single service articles per 100 SF of floor space 100 per limited food service establishment 50 Food service operations restaurant open 16 hrs or less per day, per seat 40 restaurant open more than 16 hrs per day, per seat 60 restaurant serving single service articles only and open 16 hrs a day or less, per seat 20 restaurant serving single service articles only and open more than 16 hrs a day, per seat 35 bar and cocktail lounge per seat 20 add per pool table or video game 20 drive-in restaurant, per car space 15 carry out only, including caterers 50 add per 100 SF of floor space 50 add per employee per 8 hr shift 15 institutions per meal 5 food outlets excluding deli, bakery, or meat department per 100 SF of floor space 10 add per deli per 100 SF of floor space 40 add for bakery per 100 SF of floor space 40 add for meat department per 100 SF of floor space 75 add per toilet 200

36 Exhibit B13-2 Hotels and motels regular per room 100 resort hotels, camps, cottages (per room) 200 add for self-service laundry, per machine 750 Laundromats, launderette, self-service laundry facilities, per machine 260 Trailer park for recreational vehicles per space (overnight) without water and wastewater 50 travel trailer (overnight) with water and sewer hookup, per trailer space 75 Office buildings (a) per employee per 8 hr shift, or 15 (b) per 100 SF of floor space, whichever is greater 15 Recreational / Sports facility per person 5 per person (with showers) 10 Service stations / convenience store per toilet open 16 hrs per day or less 250 open more than 16 hrs a day 325 Shopping centers without food or laundry per 100 SF of floor space 10 Stadiums, arenas, race tracks, ball parks per set 4 Stores per 100 SF of floor space 10 Swimming and bathing facilities, public, per person 10 Theaters and auditoriums, per seat 4 Veterinary clinic per practitioner 250 add per employee per 8 hr shift 15 add per kennel, stall or cage 20 Warehouses per employee per 8 hr shift 15 Warehouses / min-storage per bathroom 250 add for onsite manager apartment 140 Churches per seat 3 Hospitals per bed 215 Nursing, rest homes per bed 115 Parks, public picnic with toilets only per person 5 with bathhouses, showers and toilets per person 10 Public institutions other than schools and hospitals per person (not including kitchen waste flows) 100 Schools per student day type 10 add for showers 4 add for cafeteria 4 add for day school workers 15 boarding type 75 daycare 10 add per day care worker 15 Work or construction camps, semi-permanent, per worker 50

39 Exhibit B14-1

40 Exhibit B14-2 Single Family Residential 300 Multi-Family less than 1,600 SF per unit 150 1,600 SF per unit but less than 3,000 SF per unit 240 3,000 SF per unit and greater 300 Airports per passenger per day 4 add per employee 15 Barber and beauty shops per service chair 75 Bowling Alley per lane 50 Car Wash automated, per car 45 automated, with water recovery 8 self service, per car 12 self service, with water recovery 6 Country Clubs per resident, or 100 per member or patron 25 add per employee per 8 hr shift, or 15 per member (with showers) 30 add per employee per 8 hr shift (with showers) 25 apartment/multi-purpose clubhouse per restroom 250 Doctors and Dentist offices per practitioner 250 add per employee per 8 hr shift 15 Factories, exclusive of industrial wastes, per employee 8 hr shift no showers provided 15 showers provided 25 Flea market open 3 days or less days per week per non-food service vendor space 15 add per food service establishment using single service articles per 100 SF of floor space 50 per limited food service establishment 25 Flea market open more than 3 days per week per non-food service vendor space 30 add per food service establishment using single service articles per 100 SF of floor space 100 per limited food service establishment 50 Food service operations restaurant open 16 hrs or less per day, per seat 40 restaurant open more than 16 hrs per day, per seat 60 restaurant serving single service articles only and open 16 hrs a day or less, per seat 20 restaurant serving single service articles only and open more than 16 hrs a day, per seat 35 bar and cocktail lounge per seat 20 add per pool table or video game 20 drive-in restaurant, per car space 15 carry out only, including caterers 50 add per 100 SF of floor space 50 add per employee per 8 hr shift 15 institutions per meal 5 food outlets excluding deli, bakery, or meat department per 100 SF of floor space 10 add per deli per 100 SF of floor space 40 add for bakery per 100 SF of floor space 40 add for meat department per 100 SF of floor space 75 add per toilet 200

41 Exhibit B14-2 Hotels and motels regular per room 100 resort hotels, camps, cottages (per room) 200 add for self-service laundry, per machine 750 Laundromats, launderette, self-service laundry facilities, per machine 260 Trailer park for recreational vehicles per space (overnight) without water and wastewater 50 travel trailer (overnight) with water and sewer hookup, per trailer space 75 Office buildings (a) per employee per 8 hr shift, or 15 (b) per 100 SF of floor space, whichever is greater 15 Recreational / Sports facility per person 5 per person (with showers) 10 Service stations / convenience store per toilet open 16 hrs per day or less 250 open more than 16 hrs a day 325 Shopping centers without food or laundry per 100 SF of floor space 10 Stadiums, arenas, race tracks, ball parks per set 4 Stores per 100 SF of floor space 10 Swimming and bathing facilities, public, per person 10 Theaters and auditoriums, per seat 4 Veterinary clinic per practitioner 250 add per employee per 8 hr shift 15 add per kennel, stall or cage 20 Warehouses per employee per 8 hr shift 15 Warehouses / min-storage per bathroom 250 add for onsite manager apartment 140 Churches per seat 3 Hospitals per bed 215 Nursing, rest homes per bed 115 Parks, public picnic with toilets only per person 5 with bathhouses, showers and toilets per person 10 Public institutions other than schools and hospitals per person (not including kitchen waste flows) 100 Schools per student day type 10 add for showers 4 add for cafeteria 4 add for day school workers 15 boarding type 75 daycare 10 add per day care worker 15 Work or construction camps, semi-permanent, per worker 50

48 WATER DEPARTMENT POLICIES Customer Service B6. Emergency Calls and Complaints POLICY: Incoming calls on the department's emergency line are to be answered 24 hours per day, 7 days per week. Each call is to be evaluated immediately and repair crews dispatched when appropriate. Specific procedures for answering and evaluation of calls; record keeping; and responsible parties are provided in the department's Triage Manual. DATE May 6, 1999 APPROVED BY Signed by David L. Tippin PAGE 1 OF PAGES 1

50 WATER DEPARTMENT POLICIES Customer Service B7. Billing Complaints POLICY: Complaints received directly from the consumer concerning billing questions and/or problems are referred to Utility Accounting if the customer has not spoken with them. If the consumer has spoken with Utility Accounting and has not received a satisfactory solution, the Customer Service Division will research and resolve. Complaints received directly from the consumer concerning faulty meters or questionable high consumption, connection fees, fireline billings, complaints received through the Mayor's Office, or City Council are researched by the Customer Service Division for resolution. DATE May 6, 1999 APPROVED BY Signed by David L. Tippin PAGE 1 OF PAGES 1

52 WATER DEPARTMENT POLICIES Customer Service B8. Billing Adjustment Procedure PURPOSE: POLICY: To establish guidelines for consumption adjustments in accordance with City Code Chapter 26, Section 34. These guidelines will provide consistency for all customer adjustments. The Water Department will not retroactively bill consumers for situations caused by Water Department error. For example: A. UNDERSIZED METERS A meter that is too small for a location's needs will experience excessive wear, making it incapable of accurately registering water consumption. If the meter begins to register slowly, but does not stop entirely, the Water Department will not retroactively bill the consumer for revenue loss. B. OVERSIZED METERS A meter that is too large for a location's needs may not properly register all flow rates. The Water Department will not retroactively bill the consumer for revenue loss in these instances; however, the Department reserves the right to downsize the meter at its discretion. C. WRONG REGISTER SIZE If a meter has the wrong register installed, either by the manufacturer or by the Water Department, the Water Department will not retroactively bill the consumer for water, which may have been used and not registered. The Water Department may retroactively bill customers for up to forty-eight (48) months for the following situations: A. RESTRICTED/DEAD METERS The Water Department will retroactively bill consumers based on average consumption for properly sized meters which have stopped operating completely or are operating inaccurately due to severe flow restrictions caused by debris or vandalism. B. METERS CODED INCORRECTLY The Water Department will retroactively bill consumers for actual consumption if meters were coded incorrectly (i.e., coded as a credit meter vs. stand alone meters). C. MISCELLANEOUS The Water Department will retroactively bill consumers for water used but not metered in any instance of illegal consumption, including but not limited to, open by-pass valves, straight connections, and meter tampering. When conditions warrant retroactive billing, the following procedure will be taken: A. The amount to be retroactively billed will be based on the account's average consumption during a period in which the water use was properly metered. DATE 11/17/106 Supercedes Policy dated 10/16/03 APPROVED BY

53 WATER DEPARTMENT POLICIES Customer Service B8. Billing Adjustment Procedure B. Deduct from the amount to be retroactively billed any amounts the consumer has already paid for service during the specified revenue periods. C. Retroactively bill for the water, water tier structure, and utility taxes as applicable. D. Generate a letter to the consumer informing them of the amount of the retroactive bill and the reason for same. The Water Department will consider adjustment requests as follows: A. LEAK ADJUSTMENTS 1. Potable Water - Adjustments for leaks will be reviewed on a case-by-case basis. A maximum of one leak adjustment per 12 month period per account will be made. In cases of leaks, the highest bill will be adjusted. This will be done by computing the annual average and any consumption over the annual average will be rebilled at Tier 0 for residential accounts and Tier 1 for all other account classifications. The consumer must provide proof of the leak and of its repair. This proof includes a letter from the consumer explaining the circumstances, a dated plumber's repair bill or a detailed receipt for the repair material, if the customer has made the repair himself. No adjustments will be issued if the leak has not been repaired. No adjustments will be given for the filling of a new swimming pool, for swimming pool repairs or for watering of new sod/landscape. 2. Reclaimed Water - Adjustments for leaks will be reviewed on a case-by-case basis. A maximum of one leak adjustment per 12 month period per account will be made. In cases of leaks, the highest bill will be adjusted to the annual average. The consumer must provide proof of the leak and of its repair. This proof includes a letter from the consumer explaining the circumstances, a dated plumber's repair bill or a detailed receipt for the repair material, if the customer has made the repair himself. No adjustments will be issued if the leak has not been repaired. No adjustments will be given for watering of new sod/landscape. B. ADJUSTMENTS FOR CITY ERRORS When a reading error is confirmed, a customer's consumption may be adjusted for up to four years. Documentation for this type of adjustment must include, but is not limited to, a copy of the location history and a copy of the findings for the maintenance order, which established the error. C. ADJUSTMENTS FOR POSSIBLE FIELD ERROR When a field crew determines a leak existed at the meter, but indicates on the maintenance order that the leak was on the consumer side and not registering, an adjustment would not normally be given. However, the customer's abnormally high consumption indicates the leak was indeed registering. In this situation, an adjustment may be issued to change the consumer's consumption to the account average. The Director or his designee MUST approve this type of adjustment. Documents to be attached to the Adjustment Form must include the billing history of the account, the location history, and a copy of the maintenance order, which indicated the leak was not registering. D. ADJUSTMENTS FOR DAMAGE CAUSED BY WATER DEPARTMENT CREWS If investigation shows that City crews caused damage that was responsible for high billing consumption, a "Bill Usage Adjustment" will be made to change the consumption for the high billing period to the account average. The Director or his designee must approve any adjustment of this type. E. ADJUSTMENTS FOR FLUSHING LINES The Director or his designee must approve any request for an adjustment due to line flushing.

54 WATER DEPARTMENT POLICIES Customer Service B8. Billing Adjustment Procedure F. UNEXPLAINED INCREASE IN CONSUMPTION Adjustments for unexplained increases in consumption will be reviewed on a case-by-case basis. If the consumer has no leaks on the property and no explanation for the increase in consumption, and consumption returns to average the following billing cycle, a one-time adjustment of tier charges will be given. This will be done by computing the annual average and any consumption over the annual average will be rebilled at Tier 0 for residential accounts and Tier 1 for all other account classifications. A maximum of one adjustment per 12 month period per account will be made. The consumer must provide documentation stating that there were no leaks on the property. G. CUSTOMER CLASSIFICATION CHANGES Adjustments will be made to the water tier structure for incorrect customer classifications. The adjustment period will be for up to two years preceding the date the Water Department received notification of the classification error. H. OTHER MISCELLANEOUS ADJUSTMENTS Any adjustment that does not fall into one of the above categories will be considered on a case-by-case basis and must be approved by the Director or his designee. I. METER TESTS The Department will no longer do meter tests at the consumer's request (see G, "Unexplained Increase In Consumption"). In the rare instance of a test, the Director or his designee must approve the request. Any adjustment given will be in accordance with "G" above.