20150818AVU to Staff 93 Attachment A.pdf

Important information
about changes
coming to your Avista
account and bill
Copyright 2014 Avista Corporation
Quick facts you need to know:
u Your account number will change. All customers will
receive a new 10-digit account number. Refer to your February
bill for your new account number.
u You may need to take action. Your new account number
will be on your first redesigned energy bill. You will need to
use your new account number on any correspondence with
Avista, including writing your new account number on your
payment. If you pay your monthly Avista bill through
your bank or other third party, you will need to update
your account number with your financial institution or
payment service.
u Your monthly bill will be new and improved. The
updated monthly bill will be easier to read and make it easier
to find your bill amount and payment due date, and it will
have more information to help you manage your energy
use.
u Some areas of our avistautilities.com website will be
down during conversion. Conversion to the new customer
information and billing system is planned for Thursday,
January 29, at 8 p.m., until Monday, February 2, at 7 a.m.
During this time, access to your My Account information
and self-service options at avistautilities.com and on our
automated phone system will not be available. However, our
customer service team will be available to help you.
We’re making
changes to serve
you better.
Avista is launching our new customer information and billing
system in February. We are excited about the new system
and the increased efficiencies it provides, along with new
opportunities to build on the excellent customer service
that you expect. This system is the core of our day-to-
day operations and touches each of our more than 650,000
electric and natural gas customers – residential, commercial
and industrial - in Washington, Idaho and Oregon.
We’re working hard to make the transition as seamless as
possible for you. To make sure you know what to expect and
what you may need to do, please take a few minutes to read
the following information. More information will be available
in your first new bill and online at avistautilities.com.
We are here to make the transition to our new customer
information and billing system as easy as possible
for you. If you have questions, visit our website at
avistautilities.com or call our customer service center at
[phone]. We’re available 7 a.m. to 7 p.m. Monday
through Friday and Saturday 9 a.m. to 5 p.m.
New account number
Staff_PR_093 Attachment A Page 1 of 2
Frequently Asked Questions
We’re making upgrades to serve you
better – what you need to know
u Why is my account number changing? The updated
system requires a 10-digit account number rather than
a nine-digit account number that is currently used.
Changing account numbers can be a little inconvenient
initially, but we’re sure our updated customer information
and billing system will provide new opportunities to build
on the excellent customer service that you expect when
you contact Avista.
u How do I find my new account number? Your new
account number will be in the top center of your first bill
following the conversion, which should be your February
bill. You’ll be reminded about your new account number
with a message on the bill and on the outer envelope of
your bill.
u Do I need to use my new account number to pay my
bill? Yes. To make sure your payment is correctly applied
to your account, please start using your new account
number as soon as possible after receiving it on your
first new bill and make sure to write it on your check or
money order.
u What if I pay my bill by…..
• Check or money order by mail – Simply write your
new account number in the memo field of your check or
on a money order and place it, along with the payment
stub, in the return envelope included with your bill.
• Online payment by bank – If you have an online
payment account set up, please update your account
number with your bank or other third party as soon
as possible after receiving your first updated bill. Your
new account number will be on the bill.
• Payment service – You do not need to take any
action if you have Avista make automatic payment
withdrawals from your checking or savings account
each month or if you have a payment profile set up
through Avista’s My Account.
• One-time electronic payment – You can continue to
make a one-time payment with a credit or debit card or
from your checking or savings account. Just make sure
to enter your new 10-digit account number.
u Why is the bill changing? The updated bill will be easier
to read and make it easier to find information on your bill
amount and payment due date, and will have an expanded
message center with helpful information. Your first bill after
the conversion will include an insert with more information
on how to read the updated bill. You can also visit our
website at avistautilities.com for a video to help you become
familiar with the new bill.
u How will I know when the change to the new system
has taken place? Watch for a specially-marked Avista
envelope in the mail that will include your first updated
bill following the change to our new system. If you’re an eBill
customer, look for a message on the email notifying you
that your bill is available for viewing. The transition is planned
for Thursday, January 29, at 8 p.m., until Monday, February
2, at 7 a.m.
u What if I still have questions? We are here to help make
the transition to our new customer information system and
new bill as easy as possible for you. If you have questions,
visit our website at avistautilities.com or call our customer
service center at [phone]. Call volumes may be
higher in the early days after conversion, so we appreciate
your patience and understanding.
New account number
Staff_PR_093 Attachment A Page 2 of 2