Any person aggrieved by the assessment of any utility charge, fee, or penalty, including termination of utility services, may, within 10 days of receipt of the City’s billing to which they are objecting, or not later than five days prior to the date of termination of services, in writing upon a form provided by the City, request an informal administrative hearing before the Director. Utility services shall not be terminated while this hearing is pending. The Director hearing this dispute shall be authorized to correct any errors to the utility customer’s billing. The appeal hearing shall be scheduled by the Director at City Hall and conducted during regular business hours within seven business days of receipt of the appeal. A written decision shall be delivered to the customer at the address designated on the appeal within 10 days of the hearing.