20230502PR_129 Attachment C - No. 28.pdf

IDAHO CUSTOMERS
Helpful Information about Your
Avista Utilities Account
You are a valued customer. To help you get the most benefit from
our services, we want you to know your rights and responsibilities.
RULES FOR DEPOSITS
When is a deposit for residential service required?
A deposit for new residential service may be required if: (a)
you had an unpaid, overdue bill with our utility in the last
four years and the bill remains unpaid and is not in
dispute at the time of application for service; or (b) your
service was terminated in the past four years because you
did not pay a bill; you misrepresented your identity for the
purpose of obtaining service from us; or you did not pay
for damages to our facilities caused by your negligence;
or (c) you have sought any form of relief under federal
bankruptcy laws; or (d) you obtained your service without
the Company’s permission; or (e) you did not have service
with the Company for at least 12 consecutive months
during the last four years, and do not pass a credit screen;
or (f) you are requesting service for a residence where a
former customer who owes a past due balance for service
incurred still resides; or (g) the Company has given you
two or more written final notices of termination within
the last 12 consecutive months.
When is a deposit for non-residential service
required?
A deposit will be required from commercial applicants for
the same reasons as from residential applicants, or if
application for service is made for the first time.
How much is the deposit?
If a residential/small commercial deposit is required, the
amount will not be more than one-sixth of the amount
reasonably expected to be billed at your location over the
next year.
This brochure is a summary of some rules set forth by the Idaho Public Utilities
Commission (Commission or IPUC).
Complete sets of the IPUC regulations and Avista Utilities’ tariff, filed with the
IPUC are available on their website, www.puc.idaho.gov. Avista Utilities’ tariffs
can also be found on the Company website and at all Avista Utilities offices. If
you need more information, please contact one of our customer service
representatives at [phone].
If our representative cannot answer your questions, you may contact the Idaho
Public Utilities Commission, P.O. Box 83720, Boise, Idaho 83720-0074,
or [phone], for additional help.
[phone]
myavista.com AVA445i (07-21)
Third party notification
As an Avista Utilities customer, you may select a third party
to be notified if your service is in danger of suspension. The
third party (a friend, relative, social agency, etc.) has no
obligation to pay the bill, but can notify or remind you of
the pending suspension and/or help in making payment
arrangements.
What about medical emergencies?
If you are not able to pay your bill or are able to pay
only in installments, and if disconnecting your service
would create or aggravate a medical condition for you
or a member of your household, you must provide the
Company a written certificate signed by a licensed
physician or public health official. After receiving this
certificate, the Company will grant a 30-day extension of
the shutoff date.
What about the winter months?
If you are unable to pay your bill in full and have children,
elderly or infirm in the household, you may qualify for
protection from disconnection of service with the Winter
Payment Plan or Moratorium during the winter months.
You should notify the Company if one of these conditions
does exist and you have received a shut-off notice. It is
important to make payment arrangements during this
time. Special winter payment plans are available to those
who qualify.
The Winter Payment Plan offers a monthly payment
arrangement equal to one-half of your level pay amount
during the months of November, December, January,
February, and March. The level pay amount is based on the
average monthly billing, plus 1/12 of your account balance.
You must make your monthly payments each month and
by April 1 you must either pay your account balance or
negotiate a new payment arrangement.
The Winter Moratorium will provide protection from
disconnection during the months of December, January,
and February. During this time, any payment toward your
utility bill will help reduce the balance due by March 1st.
We encourage you to continue to make regular monthly
payments.
Charges for special services
There is no charge to connect new customers during regular
business hours. A reconnection charge will apply when service
has been discontinued at the request of the customer or when
service has been discontinued for failure to comply with
Commission rules and regulations including nonpayment.
Avista Utilities charges a service fee for handling any payment
for which your bank refuses payment. Checks returned for
nonpayment will be re-deposited electronically.
We want to do our best to provide efficient, reliable, and
courteous service to you. Please do not hesitate to call us with
any questions you may have about your service. Visit our website
at myavista.com, or contact one of our customer service
representatives at [phone].
Do I get interest on my deposit?
Yes. Interest is computed from the time the deposit is paid
until the time it is refunded to you or applied to your
account. The Commission sets the interest rate annually
based on the average interest rate on one-year Treasury Bills.
What if I cannot pay the entire deposit?
If you are unable to pay the entire deposit, you may pay the
deposit in two installments – one-half of the deposit
amount when you apply for service, and the second half
one month after that.
When do I get my deposit back?
Your deposit and the interest earned on it will be refunded
to you or applied to your account balance when you have
paid your bills without receiving more than one notice
during the past 12 successive months, or when you close
your account.
What happens when I move?
When you move, your deposit will apply first to any
unpaid balance owing at the time the final bill is
prepared. If there is a credit on your account after the
deposit is applied to your final bill, the credit will be
refunded promptly, or transferred to your new address if
you move within our service territory.
RULES FOR SERVICE TERMINATION
When is a bill past due?
Your monthly bill is due within 15 days after issuance.
The past due date is shown on your bill. A late charge of
1% may be added to past due balances if carried to the
next month’s bill.
What if I can’t pay by the past due date each month?
If it is a hardship for you to pay by the past due date,
please call us as soon as possible. We may be able to set
a "Preferred Due Date" on your account to help align
the billing due date with your payday. Further
information on Preferred Due Dates are contained within
this brochure.
When can service be terminated?
Your service can be terminated for a variety of reasons,
including any of the following: (a) not paying your
bill by the due date; or (b) failing to pay a deposit or
deposit installment; or (c) giving a false identity to the
utility in order to get service; or (d) failing to keep the terms
of a payment arrangement; or (e) willfully preventing the
Company’s access to the meter; or (f) willfully wasting service
through improper equipment or otherwise as prescribed by
State or other applicable standards; or (g) you are a minor not
competent to contract as described in Sections 29-101 and
32-101, Idaho Code. In addition, the Company is not required
to connect service for you if you owe a balance on an existing
or previous account.
Is notice required?
In most instances, Avista Utilities must provide you a written
notice seven days before we intend to disconnect your
service. The notice tells you the reason for the planned
disconnection, what you can do to keep your service on, and
the date by which you must take action.
At least 24 hours before the time of the planned
disconnection, we must try to contact you again to remind
you to take action to avoid the disconnection.
If we do not disconnect your service within 21 days of the
deadline date on your notice, we will issue another notice
before disconnecting your service.
The Company does not have to give you prior notice of
disconnection when: (a) a situation exists that causes
immediate danger to life, property or physical safety; (b) you
are receiving service without Avista Utilities’ permission; or (c)
the Commission or other authorized public agency orders
your service disconnected.
Can payment arrangements be made to avoid service
termination?
We want to keep your service on. Please call us if you are unable
to pay the past due balance on your account. Our customer
service representatives are trained to work with you to find a
plan that will let you keep your service, while you bring payment
of your account up to date. In weighing payment plan options,
Avista will consider your ability to pay, your account balance,
your past payment record, how far past due your account is, and
why past due payments have not been paid. The following are
payment plans and options the Company may offer:
•Level Pay Plan (Comfort Level Billing) – Equalize monthly
payments of all arrears, if any, and anticipated future bill
amounts over a period of not less than one year
•Payment Arrangements – can help customers who
find themselves in a difficult situation due to a variety
of reasons. You may qualify for a special payment
arrangement—and with an online account, you can
even make them online
•Bill Assistance – available for qualifying customers
from various agencies and sources.
•Preferred Due Date - can help align the billing due
date with your payday. We may be able to adjust
your payment due date, depending on your account
status and specific situation.
•E-bill and Online Payments – keeps you in touch with
your account no matter what your schedule, and
makes it easy to stay ahead no matter where you are.
Are there restrictions on service terminations?
Your service may not be terminated for nonpayment of:
•An unpaid bill that totals less than $50 or two months’
charges for service, whichever is less.
•An unpaid bill for utility service to any other customer,
or for any other class of service (residential or
commercial).
•An unpaid bill for purchase of non-utility goods or
services.
•An unpaid bill for service provided four or more years
ago unless there has been a promise in writing to pay
or make arrangements.
•Charges on which a decision from the Commission is
pending based on a complaint you filed, as long as all
other charges are paid.
If Avista Utilities disconnects your service, it must be
between 8:00 a.m. and 5:00 p.m. Monday through
Thursday. We will not disconnect your service on a Friday,
Saturday, Sunday, legal holiday, any day preceding a legal
holiday, or on any other day when our customer service
offices are not open for business. These restrictions do not
apply when there is danger to life, safety of property, or
when a court or public authority orders disconnection.
If a Company employee is at your service address to
disconnect your service for nonpayment, you may show
proof of payment, or make payment to him/her of the
amount required to keep your service on. Company
employees collecting payment at your service address will
not accept cash.