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Atlanta Watershed answers audit; adds response teams

5:46 PM, Jun 19, 2013   |    comments
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ATLANTA -- Skyrocketing water bills, faulty electronic meters, and years of customer service complaints, all still plague Atlanta Watershed Management.

But now after the seventh audit of the Department, Jo Ann Macrina, Atlanta Watershed Commissioner, is making big changes.

We've been telling you about Watershed billing, meter and customer service issues for years, and we've been working with you to solve many of them.

After the latest audit of Watershed performance, what's next?

Start with the bills.

Right now Watershed flags bills that are 100% higher than normal.

The audit wants that cut in half.  "By the end of this year we will start looking at those 50% bills," Macrina said.

The audit wanted faster response time to customer complaints and a quicker resolution of billing and meter issues.

"We now have about a dozen bill editors that look at our bills every month and about a dozen dispute resolution team members and that overall helps with our customer response. Together with that we have streamlined our work order process so we have gone from hard copy to electronic copy," Macrina added.

Watershed says it is also adding a team of 15 inspectors who are dispatched within 24 hours of a complaint, and making sure customers know they've been there.

"We are putting down hangers on our customers doors notifying them we will also be writing a letter to our customers," she said.

And when the audit report was released late last week, the 11Alive Help Desk asked viewers to call with any unresolved billing or meter issue.   We hand delivered all of those viewer calls and email to the Water Commissioner and Watershed says all of the viewers are now being contacted.

(You can reach the Atlanta Watershed Customer Service Center at 404-658-6500)

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