200402171st Response of ID Power to Community Action Part III.pdf

IDAHO POWER COMPANY
CASE NO. IPC-O3-
FIRST PRODUCTION REQUEST
COMMUNITY A TI 0 N P AR TNE RS HIP
ASSOCIATION OF IDAHO
TT A CHMENT TO
RESPO NSE TO
REQUEST NO. 29
CIS - Procedures Procedures: Add Payment Arrangement Page 1 01"2
.P-r-e-e-e-El-l:I-r~
.Add Payment Arrangement
...
CIS
..-
5YS1tM
Discussion
1. JetSearch for Account/Premise needing the payment
arrangement.
2. Cancel Budget and, temporarily suspend EFT (See
Suspend/Reactivate EFT) from the custoiiiiiTs account if the
customer participates in one or more of the programs.
3. Access Payment Arrangement Window
Window will open with the most current arrangement
displayed, if one exists.
4. Select "Action" from the menu and "Clear" from the
submenu to add a NEW arrangement if old arrangement
exists (Caution)
5. Enter the name of the person who is making the
arrangement in the "Who" field.
6. Select Utility , Non-Utility "N" (Note 1)or Deposit
0" (Note 2)from the U/N/D drop-down menu
7. Enter Pay Date (Note 3)Payment Method and
Amount" (Note 4) of the first installment.
Promise to Pay
Time Pay
evelized Pay
Equal Pay
Winter Pay
. Energy Assistance (Note 5)
Medical Postponement (See Process Medical
Postponemen
8. Check the "Include Amount of the Current Bilf' if the current
bill should be added into the arrangement.
9. Click on the Insert Button.
10. Repeat steps 6-8 for each additional installment (Note 6)
11. Add comments.
12. Select "Action from the Menu and "Add" from the submenu.
Message IIAdd Succeeded" will display in the status
http://cisplus/proc220.html 2/3/2004
CIS - Procedures Procedures: Add Payment Arrangement Page 2 of2
bar.
System cancels pending, active , and waiting C&C
Events (Note 7).
Copyright ~ 2004, IDACORP, Inc. All rights reserved. No part of this website may be duplicated or
reproduced without written permission of IDACORP, Inc.
http://cisplus/proc220.html 2/3/2004
CIS - Procedures Procedures: Change Payment Arrangement Page 1 of 1
.p~ F-a-e-e-a ~I:J-F=
.---- .....
Change Payment Arrangement
...
CIS
evstOlW.t
5YS-
Discussion
1. JetSearch for Account/Premise for the Accoun needing the
payment arrangement change.
2. Select the "Payment Arrangement" JetSon from the
Potential JetSons area.
3. The Payment Arrangement Window will display the most
recent payment arrangement, for the account, currently
active in the JetSearch window.
4. Select another arrangement , using the Payment
Arrangement Sibling button , if necessary.
The button will be visible only if there are other
payment arrangements linked to the account.
0 Highlight the arrangement you wish to
change.
0 Press Enter.
Payment Arrangement (Window)will open with the
chosen arrangement displayed.
5. Highlight the installment line to be changed in the table
under Scheduled Payments (Caution )6. Make requested changes.
7. Press the "Modify" button.
8. Enter Customer Comments (REQUIRED BY IPCo).
9. Select IIAction" from the Menu and IIChange" from the
Submenu
Message Change Succeeded" will display in the
Status Bar.
---
Copyright ~ 2004, IDACORP, Inc. All rights reserved. No part of this website may be duplicated or
reproduced without written permission of IDACORP, Inc.
http://cisplus/proc216.html 2/3/2004
CIS - Procedures Procedures: Cancel Payment Arrangement Page 1 of
"C"
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E Cancel Payment Arrangement
...
CIS_01
1. JetSearch for Account/Premise needing the payment
arrangement canceled
2. Select the "Payment Arrangement" JetSon from the
Potential JetSons area.
. The window will display the most recent payment
arrangement, for the account currently active account
in the JetSearch window.
3. Select another arrangement, using the Payment
Arrangement Sibling button , if necessary.
. The button will be visible only if there are other
payment arrangements linked to the account.
4. Highlight the line to be canceled in the scheduled payments
panel.
5. Change the Payment Arrangement Status to "Canceled" in
the drop-down field below the scheduled payments panel.
6. Press the "Modify" button.
7. Enter Customer Comments (REQUIRED BY IPCo).
8. Select "Actionll from the Menu and "Change" from the
Submenu
Message Change Succeeded" will display in the status
bar.
Copyright ~ 2004, IDACORP, Inc. All rights reserved. No part of this website may be duplicated or
reproduced without written permission of IDACORP, Inc.
http://cisplus/proc217.html 2/3/2004
CIS - Procedures Procedures: Query Payment Arrangement History Page 1 of 1
...,","-' ,","',,", """'""""",...~,,-_...., ..,_...,..
CIS
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51'$-
", ,...
I1Query Payment Arrangement History
Discussion
1. JetSearch for Account/Premise whose history you wish to
query.
2. Select "Credit and Collection" from the Launcher Queries
from the Menu and "Payment Arrangement History" from the
submenu Alternatives
. The window will open with a chronological display of
the payment arrangement history for the account and
the number of scheduled payments for each.
3. Enter a To Date , (Note), if desired.
. Only payments on or before this date will be shown.
4. Highlight an arrangement and check the "Show Scheduled
Payments" (box), if necessary, to see the individual
payments.
. Highlighting an arrangement and clicking on the
Launch" button will open the Payment Arrangement
(Window) with the highlighted arrangement displayed.
Copyright ~ 2004, IDACORP, Inc, All rights reserved, No part of this website may be duplicated or
reproduced without written permission of IDACORP, Inc.
http://cisplus/proc178.html 2/3/2004
CIS - Procedures Procedures: Access Payment Arrangement Window Page 1 of 1
..8II.-P-r-e -e-e-El-I:I-r==€~
...
E Access Payment Arra ngement
Window
1. JetSearch for Account/Premise needing the payment
arrangement.
2. Select the "Payment Arrangement" JetSon from the
Potential JetSons area.
The window will display the most recent payment
arrangement for the account currently active in the
JetSearch window.
. Use the Payment Arrangement button to select another
arrangement for the same account.
Copyright ~ 2004, IDACORP, Inc. All rights reserved, No part of this website may be duplicated or
reproduced without written permission of IDACORP, Inc.
http://cisplus/proc 153.html 2/3/2004
CIS - Procedures Procedures: Process Medical Postponement Page 1 of 2.-.,--,",
.e'
~'-","'--~~'""""'""""""~~""".,"=~
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.,",' ,~,.~- ,,', -- ~. -- '~=." .,-.-- '
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Ei Process Medical Postponement
...
CIS
----,.,.,--,
CUSfOlOlt-01
Discussion
Customer Service Representative
1. Notify customer of Medical Postponement if information
received that customer with collection activity in progress
may have a sickness in the household or that termination of
service would somehow affect the health of a member in the
household.
2. Inform customer of requirements:
Idaho Medical Postponement Guidelines
Oregon Medical Postponement Guidelines
3. Give completed Medical Certificate to Customer Service
Coach or Coach Assist
Customer Service Coach or Coach Assist
4. Receive Medical Certificate from CSR fax, or Email
5. Ad~ ayment Arrangemen
Who: Name of person making the arrangement or
presenting the medical certificate
. U/N/D: Utility (a 2nd arrangement must be made if
there is a Non-ultility SA on the account
Comments Enter "1sf'or "2nd" Medical Certificate
as appropriate, Name of Person that Medical
Certificate is for and any other pertinent
information discussed with customer.
E:ay Date.
0 Idaho - 30 days from date received
0 Oregon - 4 days from date that orally
requested or 30 days from date of
receipt of actual medical certificate.
http://cisplus/proc518.html 2/3/2004
CIS - Procedures Procedures: Process Medical Postponement Page 2 of 2
. Status: Pending
Payment Method X - Medical Certificate
. Amount: Full Amount due + Current Bill
C&C Events should be canceled by the system
when arrangement added
6. Forward information to Delivery Service Leader (Note 1)
7. File Medical Certificate in CAMC area.
8. Notify customer with second or Subsequent medical
certificate of collection process
If additional Medical Certificate is denied:
a. Obtain second approval from one of the
following:
0 Customer Service Manager
0 Delivery Service Leader
0 Metering Manager
b. Cancel Payment Arrangement
c. Add Credit and Collection Event to begin
collection activity
If additional Medical Certificate is accepted , leave
as is. Collection activity will begin at end of 30 day
arrangement unless customer requests another
postponement
9. Store C,:!~om
~!_
ontac~with decision; CC Type COlL
Copyright ~ 2004, IDACORP, Inc. All rights reserved. No part of this website may be duplicated or
reproduced without written permission of IDACORP, Inc.
http://cisplus/proc518.html 2/3/2004
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"'" \
Idaho
Credit and Collections
For CSR'
Presented by
Technical Advisors
Customer Support
1/25/04
Course Code 005240
1/25/04
Revision 11
Agenda
Vocabulary
Termination Rules - Appendix C, IPUC customer Rules and Regulation
Notification Requirements - IPUC Appendix C
Collection Activity
Working Collections on Summary Account
Payment Arrangement Policy
Special Arrangements
Deposits
Moratorium
Field Collection/Disconnect Charge
Reconnect Charge
Reminders
Questions and Answers
Review
1/25/04
Revision 11
Vocabulary
Arrangement - An agreement between the Customer and Idaho Power Company as to
when the Customer will make payment and how much the installment will be.
Levelized Pay Arrearage Plan (OREGON and IDAHO) - Equal monthly payments of
anticipated future billing set up as arrangements on the customer s account.
Winter Pay (IDAHO) - A residential customer who declares that he/she is unable to pay
balance in full and whose household includes children, elderly or infum persons. The
customer may establish this plan to be effective from November pI through the end of
March. The payment amount is equal to Yz of the Budget Pay amount each month. If a
customer has an outstanding balance they must either payor negotiate a new payment
arrangement prior to April 151. If the customer fails to do so and they break their
arrangement their service may be terminated. A customer may participate in this plan in
succeeding years if the customer has honored the payment arrangements and the balance
owing as of November 151 does not exceed $75 or a one month's bill, whichever isgreater.
Due Date Override - Allows a customer to pay their bill at a time other than by the
normal Past Due Date and stops collection activity on the account until then. The due
date override is displayed on the Account window.
Medical Certificate - A form filled out by a licensed physician or health official that has
medical training indicating that interruption of service for non-payment would create amedical emergency.
Fuel Crisis Assistance - An agency that gives energy assistance to be applied towards
the customer s bill.
Deposit - An amount that we may require to initiate service that the Company holds until
such time as the customer has established good credit. Collected on Customer Classes for
Small General and Large General service, only for a minimum of$250.00.
Write Off (WO) - An account that has been closed and is 60 or more days past due.
Possibly turned over to a collection agency. (CIS Plus terminology)
Unpaid Accounts Receivable (UAR) - A write off done in our old Legacy customer
information system.
1/25/04
Revisionll
::-.,;
Collections
Termination Procedures:
We may terminate service to a customer after adequate notice has been given for one or more of
the following reasons:
The customer did not pay undisputed delinquent bills or paid a delinquent bill with
any check not honored by the bank.
The customer failed to make a security deposit, make an installment payment on a
deposit, or obtain a guarantee, where it is required.
The customer or applicant failed to abide by the terms of a payment arrangement.
The customer misrepresented their identity for the purpose of obtaining service.
The customer denied or willfully prevented access to the meter.
If it is determined that the customer is willfully wasting service through improper,
equipment or otherwise.
The customer is using service for which they did not apply.
We may terminate service to a customer without prior notice or customer permission for one or
more of the following reasons:
A condition immediately dangerous or hazardous to life, physical safety, or property
exists, or if necessary to prevent a violation of federal, state, or local safety or health
codes.
Ifwe are ordered to terminate service by the court, the Commission, or any other
duly authorized public authority.
The service is obtained, diverted or used without our authorization.
If we have tried diligently to meet the notice requirements, but have been
unsuccessful in our attempts to contact the customer.
Notification Requirements:
IDAHO
Seven-Day notice for Idaho (Reminder Notice-RMDR). Ifwe intend to terminate
service with notice, we must send the customer written notification of termination
mailed at least seven calendar days before proposed date of termination.
Twenty-four-hour notice (Final Disconnect Notice-FDN). At least 24 hours before
actual termination, we will diligently attempt to contact the customer, either in person
or by telephone to advise them of the proposed action and steps to take to avoid or
delay termination.
Additional notice. If service is not terminated within seven calendar days after the
proposed termination date, and there is no complaint filed with the Commission, and
there are no arrangements made, we must again make a diligent attempt to contact
the customer either in person or by telephone. Actual termination is prohibited until
a minimum of24 hours after notice or after diligent attempt to notify.
1/25/04
Revision 1
...
Collection Activity
The customer has 15 days to pay their bill.
If not paid by that night, a RMDR is authorized and mailed to the customer the
following day.
Idaho
Due date = CFNP date which allows 10 business days
If not paid the FDN is authorized 3 business days after the RMDR was authorized
FDN Due date = CFNP date which is same date as RMDR due date
CFNP = 10 business days after bill due date
Day 1 Business Day 11 Business Day 12 Business Day 15 Business Day 21
Bill Bill Due Date Mosaix Call
RMDR Created RMDR Authorized CFNP Due Date
FDN Created FDN Authorized CFNP Due Date
CFNP Created CFNP Trigger
Date
The day prior to a FDN/FN is scheduled to be mailed out, Customer Service reps will call
the customer via Mosaix. A customer contact will be logged on the account level that the
call was made. Regardless if Mosaix contacts the customer, the customers will still have
a FDN/FN mailed to them.
CISPLus(ID does not automatically cancel CFNP's that are not worked after 7 Business
days; they must be manually canceled.
l/25/04
Revisionll
Working Collections on Summary Accounts
Concept of the "V" in CISPlus~
jPERSONj
USA = Utility Service Agreement
NSA = Non-utility Service Agreement
The "V" for Summary Account
IPERSON!
IAccoUNI1
IACCOUNT
IPREMISEI
~ERVICE POINT!
(SP)
~ERVICE AGREEMENT!
(SA)
1/25/04
Revision I 1
.......(:
Summary Accounts
Disconnect Notice for Non-payment with multiple Premises
Collector - When the meter is disconnected for non-payment or payment is received to stop the
CFNP call the CSC. Inform the CSR that the account is a summary account and give the
disconnect or payment information.
CSR - If the meter is cut for non-payment enter the disconnect for that premise.. If the collector
received payment to stop the CFNP, determine if any meters at the other premises on the account
have been disconnected and send a reconnect order. Any meters that have not been disconnected
call the Meter Service Coordinator(s) to cancel acknowledged field orders. Cancel any pending
C&C events for premises on the account. Any arrangements made with the customer at the time
the payment was received for the summary account should be entered by the CSR taking the call
from the Meter Specialist.
1/25/04
Revision I I
...
Rules on Payment Arrangements:
When a customer cannot pay a bill in full, the utility shall continue to serve the
customer if the customer and the utility agree on a reasonable portion of the
outstanding bill to be paid immediately, and the manner in which the balance of the
outstanding bill shall be paid.
In deciding on the reasonableness of the agreement, we take into account the
customer s ability to pay, the size of the unpaid balance, the customers payment
history, and the amount oftime and reasons why the debt is outstanding.
Payments are applied to the oldest balance owed. They will be applied as follows:
1. Expired USA'
2. Expired NSA'
3. Active USA'
4. Active NSA'
S. If there is a disputed bill, the customer s payments are to be applied to the oldest
un-disputed amount. Disputed amounts are done on a One Time Invoice (OTI).
If a customer fails to make the payment agreed upon by the date that it is due, we
may, but are not obligated to enter into a second agreement.
Payment arrangements maybe in the form of Levelized Pay.
If a payment to stop a CFNP is made with a check not honored by the bank, we may
terminate service after a 24 hour notice unless the customer has been provided with a
24 hour notice within the last seven days. In that case, a 24-hour notice is not
required.
(Note: if the customer pays us with a bad check use discretion taking another check.
1/25/04
Revision 1
.,.
Idaho Power Business Policy
Payment Arrangement Policy:
1. Request payment in full.
Ask customer "What amount can be paid?"
Customer may offer more than we would ask for.
Initial payment, prior to CFNP date, might be smaller than the minimum for
the first installment if the past due balance will be paid within two weeks.
2. Offer Levelized Pay if qualified in Idaho. Qualification is that they have not had
previous arrangements on the past due balance owing.
Levelized Pay is not an option on CFNP date. Customer to pay minimum
payment, Y2 of past due balance or the 61-90 day and 91 + past due balance
which ever is greater and then go on Levelized Pay if qualified.
3. Idaho -- Collect Y2 of arrears balance or the 61- 90 day and 91+ past due balance
whichever is the greater, with arrangements to pay balance plus current bill within 30
days.
4. Effective November 1st through the end of March offer Winter Pay, which is 1/2 of
the Budget amount.
Always enter good comments on the arrangement window.
5. Commercial accounts all rate 7 and 9 customers are eligible for payment
arrangements. Minimum payment arrangement is half now and the balance plus
current bill (CB) within 30 days.
NOTE:Levelized and Equal pay arrangements are not an option.
Only one payment arrangement is acceptable on the same past due balance.
Due Date Override may be used as an alternative to an arrangement to extend the
monthly due date. The due date over ride can only be extended 10 days past the due
date.
6. Irrieation accounts should be paid by the past due date each month. We should not
set up payment arrangements for this customer class.
ALWAYS REMEMBER TO REVIEW THE EXISTING PENDING C&C EVENT (includes
warning events marketing events for NSA'
Note: Where service is provided to a medical care facility including
hospital, medical clinic with resident patients, nursing home, intermediate
care facility or shelter care facility, notice of pending termination shall be
provided to the Commission and to the State Department of Health and
Welfare as well as the customer. (See Appendix-C).
1/25/04
Revision 11
.,.
DO NOT MAKE MORE THAN ONE ARRANGEMENT ON THE SAME PAST
DUE BALANCE.
Example: We had arrangements for the customer to pay their balance of $500 in July,
is now September and the customer still owes $300 of their previous past due balance.
They also owe $150 that has accrued since the arrangement was made. We would not
want to set up new arrangements on that same past due balance a second time. We would
expect the customer to pay the $300 now, then we could set arrangements on the new
balance of $150 and include any current bills.
ALWAYS SET UP ARRANGEMENTS FOR THE FULL ACCOUNT BALANCE.
Important:If there is an NSA on the account, arrangements must be added for the NSA
too, or the partial payments will not get applied to the NSA.
Energy Assistance or Project Share may be an option for customers who are eligible.
Please only tell the customer their pay date, not the due date. The due date is a
safety net to allow time for the payment to reach our office and to be applied to their
account.
Payment Arrangement Guidelines Coming Out of Moratorium
If the customer DID NOT DECLARE for Moratorium and made previous arrangements on the
amount owing, that customer is not eligible for arrangements. The full past due amount should
be required.
If the customer DID DECLARE for Moratorium, and made a diligent attempt to pay during
moratorium, they should be offered arrangements on the balance owing, even if they have unmet
arrangements. The reasoning behind this is that customers who declared and did not make any
payment or arrangement would be allowed to make an arrangement coming out of moratorium.
We do not want to penalize the customers who made arrangements and attempts to pay.
Customer up for CFNP TODAY and Eli2ible for Arrangement
If the customer is eligible for arrangement, add the appropriate Payment Arrangement. A
customer contact is not required referring to arrangement request. Give the following payment
method options for the first payment:
1. NCO Check/DebitiCredit card payment
2. Mail Payment (system allows 5 business days)
3. Pay at local Pay Station (system allows 5 business days)
Contact the Meter Service Coordinator by phone to cancel the CFNP field order.
l/25/04
Revision 1
.....j
Customer up for CFNP TODAY and not Eligible for Arrangement
Require payment in full. Give the following options for payment.
1. NCD Check/Debit/Credit card payment.
2. Pay at local Pay Station (Customer to call back with receipt number DO NOT update
CFNP event)*.
*If customer pays with NCO ChecklDebitlCredit card and gives their receipt number
enter a Customer Contact and contact the MSC, by phone to cancel the CFNP field
order.
**If customer is to pay at Pay Station, inform the customer that the CFNP order will
not be canceled until they call back with the payment receipt number. If the account is
CFNP'd prior to them calling back, there will be a reconnect charge. Enter a Customer
Contact stating "Customer informed they must call back with payment receipt number
before the CFNP will be canceled and informed of reconnect charge if the account is
disconnected". Do not cancel the CFNP order with MSC until customer calls back with
the payment receipt number.
Reconneetions:
The minimum amount required to reconnect will be entered on the CFNP Event
comments according to the following.
Idaho - If the customer has not broken an arrangement, the minimum amount to
reconnect will be ~ of the past due balance or 61-90 and 91 + past due amounts
which ever is greater, plus arrangements for the balance plus current bill to be paid
within 30 days
If the customer has broken an arrangement, the minimum amount in Idaho
reconnect is the full past due balance.
Note: Remember in Idaho the current bill may become due in between the FDN and
the CFNP. If so we will not hold the customer accountable for this amount at the
time of the CFNP.
Note: Do not reconnect a customer that has been cut for non-pay for a Levelized Pay
Installment. The customer must pay at least the minimum amount to reconnect, then
go on Levelized Pay, if eligible.
1/25/04
Revision 11
Special Payment Arrangements:
(Refer to Medical Handout for more detail)
Medical Certificate - Idaho - Allows a 30-day extension. Arrangement will be set
up for 30 days from the receipt of the certificate. The current bill will be added into
the arrangement due on that same date. Two medical deferments are allowed in
Idaho within a 12-month period.
Fuel Crises (Energy Assistance) - Treat any voucher from an energy assistance
agency as if it were payment.
Note:When adding an arrangement for a medical certificate enter the current date for the
Pay Date. The system will define the appropriate due dates. For a medical certificate it is
30 days later.
When adding an arrangement for assistance payments enter 30 days from today s date for
the Pay Date and CIS Plus will add an additional 10 days. For assistance payments the due
date is six weeks from current date.
Example on a 1st arrangement: A customer with a CFNP amount of $500.00 needs to pay a
minimum of $250.00 or the 61-90 and 91 + past due amount, which ever is greater, to meet the
first half of the arrangement. If the customer presents a voucher for $200.00 we will request
payment of $50.00 or the balance of the 61-90 and 91 + past due amount to satisfy the fIrst
installment requirement. Arrangements for the remaining $250.00 or past due balance + current
bill + $200.00 voucher will be set up to be due within 30 days.
The arrangement would be entered as follows:
1 st installment for $50.00 or balance of 61-90 and 91+ past due for current date in the
office, NCO, drop box or pay station.
2nd installment $250 or past due amount + current bill, if billed, will be set up due within
30 days. If the current months bill has not billed inform the customer the bill will be due
on the normal due date. Select the payment method specified by customer.
3rd installment for $200, or voucher amount, designated as assistance payment due in 31
days (needs to be at least one day after the 2nd installment). The system will allow 10
additional business days for payment
*Keep in mind that the Pay Dates and Due Datesfrom installment to installment cannot
be the same date. Also do not set installment dates up on Weekends or Holidays.
Example (After arrangement has been broken):
A customer with a CFNP amount of$500.00 will need $500.00 to stop disconnect. If the
customer presents a voucher for $200.00 we will request payment of $300.00 to stop
disconnection. Set up Arrangements as stated below. The current bill should be added to the
assistance payment.
l/25/04
Revisionll
-.1 (
The arrangement would be entered as follows:
1st installment $300 due in the office, check by phone, drop box or pay station due on
current date.
2nd installment $200 (voucher amount) is designated as assistance payment and due in
30 days. The system will allow an additional 10 business days for payment.
Inform the customer of the due date for the next billing that will fall due within this
arrangement.
CUSTOMER CALLS TO MAKE ARRANGEMENTS ON AN ACTIVE SA:
1. JetSearch for the customer, verify who you are speaking with, and verify the contact
phone number.
2. Review the Alerts to determine if the customer has one or more accounts or premise,
are there pending arrangements, is there a pending turn off order, etc?
3. Open your defaults if you use them.
~Nita JetSearch: Newell Jennifer
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, Name.,. n Newell. Jennifer
Address;..II3S8 Bass St/Onlario Or
Account: 18215976464
Phone: [phone] vii
, Advanced Search.., I
Open JetSom
..of( Account C&C History: Newel. Jennifer
... AccOll"lI Financial History: Newell. Jennifer
... BiD Header: 06/1412000. $59.67
... Payment Arrangement 05/1512000 .
Alerts
... Payment arrangement
... Last Contact 0711612000
... 1 USA fOl account
Account Person Information 6fp' pen. ,..fL
Potential JetSons
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l/25/04
Revisionll
...
Check Credit Collection History by Account
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If you need to open one of the items to check for further information (Le.; minimum
amount to stop CFNP); highlight; click button for event/pay arrangement
Ifit shows previous broken arrangements and you need to check if they have been
kept: Open the payment arrangements and the Account Financial History JetSons &
layer the 2 screens so that you are able to look at both of them at the same time to
see if the amount has since been covered for the broken arrangement.
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1/25/04
Revision 1
.J.
To check on Levelized Pay; Open the Budget JetSon to check for the suggested
budget or calculate manually using the Premise Billing History
To set up an arrangement for Levelized pay:
a. Clear any previous arrangements by clicking on Action "Clear
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1/25/04
Revision!!
b. Fill in the date, method & amt for the fIrst segment and insertc. Highlight the first bucket
d. Type over the month and insert and continue for a total of 12 months
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7. If there is a NSA and you are setting up Levelized pay, enter a second
arrangement for "N- Non Utility" type. Payment amounts should be 1/12 of the
past due amt of the NSA and the monthly NSA amt for the same dates as you
set up the USA Levelized payments.
8. If the Levelized pay is on an Idaho account, manually send out an arrangement
letter. (If the account had both NSA & USA, you will need to send out 2 letters
and explain this to the customer). Sending out the letter in Idaho is not required
but is recommended.
9. If an arrangement is made, it is not necessary to enter a customer contact. Any
notes can be made in the comments with the arrangement if necessary.
10. If the account has an NSA, and they are not up for CFNP try to get the 61 + days
or half of the past due amount as the first installment, this will help you to figure
out the division for the NSA & USA arrangements.
If you set up an arrangement for a pay station do not ask the customer to call back with the
receipt number. If you are asking them to call back with the receipt number, you should not
setting up the arrangement. This is necessary when the customers must pay to stop a CFNP.
1/25/04
Revision II
....
Remember if you are sending a customer to a pay station give them the check digit and their
account number if they do not have their bill.
Written Off Accounts
Idaho is a community property state, and financial responsibility for paying utility bills
shared jointly by a married couple during the period of marriage, regardless of whether
both spouse s names are listed on the account.
A utility debt incurred by a person prior to a marriage is not community property, unless
both were listed as the customers of record on the prior account. This debt should not be
transferred into a new account without the consent of both the customer and the applicant
with the debt.
Divorce Decrees - Idaho Power will honor the wishes of divorce decree if possible.
However, Idaho Power Company will hold both parties responsible until the debt is paid.
If an applicant with a prior utility debt wants to be added to an account, the application
will be denied until the debt is paid in full, or the existing customer accepts and pays the
debt. If the application is denied or acceptance of debt refused, notify the collection
agency holding the debt of the customer s new address.
Utility debt cannot be transferred between state jurisdictions.
Per PUC rules transfer letters will be mailed out to customers.
Service Denial
When an applicant is signing up for service and a Write Off is found:
1. Update the Account s mailing address and the Person s telephone number.
2. Check to see the age of the Write Off. If the write off is over 4 years old, it is necessary
to set up a new account.
Write Off debt over 4 years old:
Idaho Power Company cannot deny service or threaten to disconnect for debts that are
over 4 years old.
At the point of application, request payment of the outstanding debt. Give the customer
their old account number and check digit. Offer payment options (NCO, mail payment
etc.). If the customer cannot pay the debt immediately or the customer is unwilling to
pay the debt, advise them that we will infonn the collection agency holding the debt of
the customer s new address and telephone number.
Add a tickler to CREDCOLL. Use the collections (COLL) type and date if for today for
the CAMC to infonn the collection agency of customer s new address and telephone
number.
If the customer is unwilling to pay the debt, infonn the collection agency holding the debt
of the customer s new address.
1/25/04
Revision 1
...
Write Off debt over 7 years old:
Idaho Power Company cannot attempt to collect on any bill that is over 7 years ago.
Add a tickler to CREDCOLL. Use the collections (CaLL) type and date if for today for
the CAMC to infonn the collection agency of customer s new address and telephone
number.
For write offs Under 4 years that are $100 or more,
Please follow the Service Denial process below.
If the service (meter) is on:
1. Initiate a Turn-On - Turn On (pending) order with a Hold Reason of Hold for
Write Off Balance using the existing account.
2. Request payment in Full according to Idaho Power Collection Policy. Offer payment
options (NCO, mail payment, etc.). Give the applicant the account number and check
digit, and inform them:
The account balance is due within 7 days in order to keep service on. This is
a verbal notice that at this time you are an applicant for service. The service
will remain on for 7 days to allow the account balance to be paid in full.
During Moratorium only, if the service is on:
If the customer doesn t payor declare, then follow the above process for WO's under 4
years and service is on.
If the customer declares, then continue with the below process steps:
Initiate a Turn-On -Just Start Billing
Add a tickler to CREDCOLL. Use the Write Off (WOFF) type and date it for
today. Include comments that a Write Off was found and customer declared.
3. Initiate an SIO - AR-Application Read for CST with WO on active account to get a read.
Include in the comments "Please get read to start service for this applicant after WO is paid
in full.
4. Request the Notice of Service Denial (SERVDENIAL) and the Notification to Current
Customer of Application Denial (DNIALNOTC) letters on the applicant s account (under CI
letters, no reference Ids required.
5. Add a Tickler to the SERVDEN group for 6 calendar days from today to account for
payment. At that time, a 24-hour notice call will be made to the applicant.
l/25/04
Revision II
J "
Hthe service (meter) is off:
1. Initiate a Turn-On -Turn On (pending) order with a Bold Reason of Bold for Write Off
Balance using the existing account.
2. Add a tickler to yourself for 7 days from now to check that payment is received.
3. When the tickler is received:
If the write off has been paid, change the order to the appropriate type, OR going to
pay for the write off, void the service order.
For write offs under 4 years that are under $100
Hthe service (meter) is on:
1. Use the same account number.2. Initiate a Turn-On - Just Start Billing
3. Add a tickler to CREDCOLL. Use the collections (CaLL) type and date it for today for the
CAMC to inform the collection agency of customer s new address and telephone number.
Hthe service (meter) is off:
1. Initiate a Turn-On -Turn On (pending) order with a Hold Reason of Hold for Write Off
Balance using the existing account.
2. Add a tickler to yourself for 7 days from now to check that payment is received.
3. When the tickler is received:
If the write off has been paid, change the order to the appropriate type, OR
If the write off hasn t been paid, and it is determined that the customer is not going to
pay for the write off, void the service order.
(Instructor Note: Also review Anybody Process)
Payment Arrangements on Accounts with an Expired SA and NO Active
If the customer calls wanting to set up arrangements try to have them pay the entire balance now.
If this is not possible we can set up arrangements for the balance to be paid in full within 60 days
of their phone call.We should not extend them out further than 60 days.
Suspected Fraudulent Information
We may request an applicant to provide two forms ofID, one being a photo ID. Request it to be
faxed to the CSR requesting the ID.
l/25/04
Revision!!
...
Deposits
Deposits will be collected on commercial and irrigation accounts. Irrigation deposits will be
discussed in detail in an irrigation class. When a deposit is requested on a commercial account a
deposit arrangement should be entered for the requested deposit. Deposits may be paid in 3 equal
monthly payments. Be sure that when the arrangement is entered you select "Deposit"
applicability. The first installment is due today by mail. The system will allow 7 business days
mailing time. Any additional installments are due in 30 and 60 days from the day the deposit was
requested. Deposit arrangements are not entered for irrigation accounts, due to seasonal usage
and the collection process for irrigation accounts. When connecting pumps for the season the
deposit must be collected in hand before we will turn the pump on. We can initiate the turn
on order and enter type as hold waiting for the DEPOSIT.
No Automatic Moratorium
The customer will be required to declare children, elderly or infirm living in the house and that
they cannot pay their balance in full to qualify for moratorium. There will not be a verification of
the information when the customer declares, however the declaration should be logged on a
Customer Contact, stating the name of the person that declared. Noting this information on a
Customer Contact validates the change in the collection path. At the time the customer declares,
the Cold Weather Rule collection path is to be added on the USA. Any pending collection even
should be manually cancelled at that time. The Cold Weather Rule collection path should not
be entered prior to the start of moratorium. At the end of moratorium a report will be
generated listing all customers with a CWR collection path to be changed back to Residential
collection path manually. Final Notices, (FN) will be produced for accounts with a CWR
collection path. Stated moratorium dates are December I through the last day of February.
Moratorium may start earlier or extend after March I at managements discretion.
***Even though a customer may qualify for Moratorium and we set
them up on the Cold Weather Rule it is necessary to ask for payment
arrangements. We still want to get payment arrangements now if at all
possible. ***
Field CollectionlDisconnect Charge
If a collector goes to the customers premise to work a CFNP and the customer pays, makes
arrangements or declares they qualify for moratorium, the Field CollectionlDisconnect Charge is
to be charged. The collector will call to request that the moratorium CWR collection path be
entered on the customers account. Remember to log the Customer Contact, too, as stated above.
NOTE: If the customer does not declare before December Ist and we make a field visit the
customer will be charged.
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Reconnect Charge:
The appropriate reconnect charge will be billed to the customer when the correct reconnect event
is selected. Select the RCONR ($15.00) event for regular hours reconnects, the RCONA
($45.00) for reconnects after 6PM, or RCONL ($80.00) for reconnects after 9PM.
If a collector works a CFNP and the customer then declares they have children, elderly or infmn
living in the household, the customer will be reconnected with no payment, however the
applicable Reconnect Charge will be charged to the customers account. The Collector would
request the moratorium CWR collection path be entered on the customers account and request the
appropriate reconnect charge be added.
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Reminders
1. Cancel C&C events when setting up arrangements. This includes Warning
messages. Be sure to cancel the C&C event and enter the arrangement (unless an
associated field order is acknowledged, then MSC will cancel the event when
notified to cancel the field order).
2. The current bill does not display on an arrangement installment when the
installment indicates the CB is to be added in. You must look at the Bill Header
to see the billed amount.
Scenario: The customer owes $400. Arrangements were made to pay $200 at a
pay station today and the balance due on 4/20/2001. The CB will fall due on
4/10/2001 but has not billed. The customer wants to pay the CB on 4/20/2001.
Add arrangement - $200 with current date to be paid at pay station
$200 + CB due on 4/20/2001
The total of the $200 installment amount and the CB amount will not be displayed
on the arrangement. You would refer to the Bill Header for bill amount and the
arrangement for the total installment amount due.
3. When setting up a C&C event manually we always start with a Reminder Notice
(RMDR) for the appropriate jurisdiction and change the date one day in the past.
This gives the PUC required notice time. Always check your meter read schedule
so we don t have two notices being sent to the customer at the same time.
there happen to be two notices sent to the customer the later notice is the one that
should be worked and disregard the first notice.
The exception is Oregon RMDR & FDN "Pending" status. The CAMC needs ton
look at these events before being mailed out.
4. When a C&C event has been acknowledged and printed the MSC must change the
status back to pending then make any changes or cancel an event. The CSR/MS
must contact the MSC to change the status and to cancel the field activity. The
MSC should enter the comments on the C&C event to explain why the event is
being cancelled per the CSR/MS that requested the cancellation and then cancel
the C&C event.
5. When discussing anything with the customer AL WAYS enter a Customer
Contact. Just state the facts of what was said do not make assumptions. If the
customer were to call the PUC these comments would be referenced.
6. If you cancel a FaLL (contact the MSC to stop the field order if it is
acknowledged) remember to create a RCON and to insert the appropriate SA'
that were CFNP'd to have the service points reconnected. Also enter the time you
are sending this order.
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7. When creating the Reconnects remember to select the correct Reconnect event to
charge the correct charges: (Schedule 66)
0 RCONR = $15.
0 RCONA = $45.
0 RCONL = $80.
7:30 am - 6:00
6:01 pm - 9:00
9:01 pm - 7:29
When creating an SIO to reconnect remember to select the correct SIO type:
. A - Sio (on at meter) = at the meter
. C - Sio (connect) = at the source
Instructor: Review Collection Refresher Reminder Instructor s Notes
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Questions and Answers
1. Working Collections in remote areas
When Collectors will be working collections in a remote area where they are unable to call
the CFNP in as the accounts are disconnected, the Meter Specialist is to notify the Meter
Service Coordinator or Service Specialist of the time they should arrive in the remote area, it
will aid the Customer Service Center in identifying the collection area when the CFNP has
not been called in.
2. Holding Checks
Customer states to Dispatch or Collector "Payment was mailed"
If the customer states they mailed the payment when the Collector is at the customers premise
to disconnect service for non-payment the Collector may leave the service connected ifthe
customer is willing to give them a check for the minimum amount to stop the CFNP.
receipt should not be given to the customer. The Collector should state to the customer that
we will hold the check for three days to allow for receipt of the mailed payment. The check
is to be mailed back to the customer if we receive the mailed payment with VOID written
across the front of the check. If we DO NOT receive the payment in the mail and the held
check is processed, a receipt is to be mailed to the customer. This is the only instance that a
check is to be held. The customer is to be charged the Field Collection Charge.
3. Customer Calls Dispatch For CFNP Reconnect and States Payment Mailed or Paid at a
Paystation
If customer has been Cut for Non-Payment and they call stating they mailed payment or paid
at a pay station, it will be necessary for the customer to pay the minimum amount required to
the collector for the reconnect or to provide a paid receipt from the pay station. Ifwe receive
double payment from a customer, the credit balance may be refunded with customers request.
4. Moratorium and Mosaix
During the months of moratorium the verbiage used by Mosaix will include information to
infonn customers they are required to declare if they qualify for moratorium.
5. Arrangements with pending collection activity
If a customer has pending collection activity and they ask for an extension to pay the bill
enter the arrangement on the customer account and cancel the pending C&C Event. It does
delay the CFNP but if we did make an arrangement with the customer to extend the payment
the arrangement should be entered on the account. This way if the customer does not keep
the arrangement we can ask for the full past due balance.
6. Entering arrangement on the customer account
When a customer makes the first installment payment at the time arrangements are made and
the balance is due at a later date, the payment made as the first installment must be entered as
the first installment and the remaining balance to be paid as the second installment on the
arrangement. Be sure to add the arrangement before applying the payment.
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Collection Refresher Reminder Notes
(Instructors Notes)
Coaches:
When discussing PUC complaints with the PUC staff members only give the facts. Be cautious
what information you give them. Stick to the facts of what the customer and the CSR/s said. We
should not read things into the situation. If there is something off the record that you want them
know about the account/customer tell the staff member this is off the record. We need to be very
professional. Once these complaints are closed they become Public record and virtually anyone
can see and use this information.
CSRs:
Consistency is very important when dealing with our customers. We should all support our
policies and each other including the field personnel. All areas are putting forth a strong effort to
do collections.
IVRU - If a customer opts out of the IVRU and we give them a better deal on arrangements the
customer will learn quickly to not use the IVRU. It is important to stick with our policies.
Very important to set up arrangements and collect past due balances on customer's accounts.
Our uncollected balances are enormous this year. (See "Active SA's/NS's in Arrears" report.
If customer receives two collection notices we will work the second noticed received. (i.e.
Manually created RMDR for a NSF check then the system creates RMDR. The customer
receives both notices. The second notice overrides the first notice,) This is the importance when
setting up manual collections always check the meter read cycle when they system wilL generate
collections so we don t duplicate efforts. Already noted in class material.
When setting up payment arrangements please remember to not use dates that weekends and
holidays fall on.
When manually creating RMDR's and FDN's or FN's create them in active status. By doing this
the system will automatically authorize them in batch that night and create the next event. (With
the exception of Oregon because we need to review the account status before we authorize the
event so it will print the correct amount on the notice,
Collection Limit Change -
The collection limit to produce collection notices was changed in Production on Friday, August 24
2001. This is the Due Date for accounts that billed on 8/9/01 (Cycle 10). The Cut-For-
NonPayment Date will be Monday, September 10 for Idaho and Prairie Power Accounts, and
Wednesday, September 12 for Oregon Accounts.
The following paths will be changed to $50 for ~ Jurisdictions, except as noted:
Commercial
Cold Weather Rule
Residential
Taxing District (10)
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The following paths will be changed to $100 for all Jurisdictions, except as noted:
Agricultural
Agricultural Time of Use (10 - only)
Agricultural Taxing District (10)
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Idaho
Instructors Review Questions
1. Why is it important to watch to for summary accounts when a customer is
CFNP'd and we are now reconnecting them due to a payment?
We if there are multiple premises that have been CFNP 'd we need to reconnect
them also. Keep in mind the amount collected should be based on the account
past due balance not per SA at each Premise.
2. If a customer currently has pending levelized pay arrangements and they
default can we set a new arrangement up?
they do not qualify.
3. Can we make payment arrangements with irrigation customers?
Not allowed for irrigation.
4. When setting up payment arrangements is it necessary to cancel pending C&C
events?
Yes. This includes warning events.
5. Why is it important to set up payment arrangements on USA'and NSA's or
even deposits separately?
When the payment is applied it will apply correctly to each.
6. If a customer signs up for service (Actual Connect) at an address and a WO is
found for the customer what should be done? If it is a Nominal Connect what
should be done?
Actual Deny service until the payment is paid in full.
Nominal Inform the customer the WO payment is due immediately, however
may allow 10 days for mailing. If the WO amount is from an account in Idaho
pending Transfer Acijustment is to be added on the account or service agreement with the
write off when the service agreement is active. If the WO is for an account outside of
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Idaho inform the customer of the wo. Inform the customer that the collection agency
will be informed of their new address.
CSR Send a tickler dated days after the turn on date to the Credit Collection
Review Group (CREDCOLL) they will add the transfer.
CAMC When the tickler appears in the CREDCOLL Worlif/ow Tracking Query follow
the procedure "Transferring Write-Offs to Active Service Agreement
7. When connecting pumps for the season the deposit does the deposit need to be
collected in hand before we will turn the pump on?
Yes, we can initiate the turn on order and enter type as hold waiting for the
DEPOSIT.
8. Why is it important select the correct Reconnect Event?
To charge the customer the appropriate reconnect charges (i.e. RCONR event for regular
hours reconnects $15, the RCONAfor reconnects after 6PM $45, or RCONLforreconnects after
9PM$80)
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