141107_GNRrulechange.pdf

Case No. GNR-U-14-01, Notice of Public Workshop
Contact: Gene Fadness [phone], 890-2712
www.puc.idaho.gov

Commission schedules workshop, taking comments
in utilities’ application to waive on-site visits

BOISE (Nov. 7, 2014) – Idaho’s three major electric utilities are asking state regulators for a
waiver from an Idaho Public Utilities Commission regulation that requires them to try to make
face-to-face contact with a customer to either collect payment or terminate electric service.

Avista Utilities, Idaho Power Company and Rocky Mountain Power say advances in metering,
communication and electronic payments negate the need for face-to-face visits. They claim
waiver from the regulation will reduce operating costs for customers and increase the safety of
utility employees without sacrificing customer service.

Commission staff will conduct a public workshop on Nov. 21 at 9:30 a.m. in the commission
hearing room at 472 W. Washington St. in Boise. The purpose of the workshop is to provide
customers an overview of the companies’ application and give customers an opportunity to ask
questions. Those who cannot attend can participate telephonically by calling, toll-free, 1-888-
706-6468 and, when prompted, entering the participant code 4435939. The commission is also
taking written comment on the proposal through Dec. 10.

The utilities claim customers already receive multiple notices prior to disconnection, which is
always a last resort. Customers receive mailed past-due notices seven days before
disconnection and again three days before disconnection. Twenty-four hours before
disconnection, customers receive a telephonic notice or an in-person visit. Avista and Idaho
Power are required to knock and leave a door hanger if making a manual (not a remote)
disconnect, while Rocky Mountain Power leaves a door hangar at a manual disconnect. These
notifications would not change under the proposed exemption. The proposed change would,
however, exempt the utilities from the requirement to attempt a face-to-face visit to collect an
amount due or disconnect.
Idaho Power is installing 14,500 meters with automated connect-disconnect ability at service
points that are remote, difficult to access or had multiple disconnect site visits in an 18-month
period. The utility claims that its one-time investment of $1 million in automated connect and
disconnect meters will reduce annual operating expenses by about $700,000. Avista has done
the same in its north Idaho territory with 600 meters. PacifiCorp, operating as Rocky Mountain
Power in eastern Idaho, does not have automated metering. Rocky Mountain leaves door tags
at all premises 48 hours before disconnection. PacifiCorp has already discontinued taking
payments at the door in Utah, Wyoming, Oregon and California and reports no escalated
customer service issues or increased complaints.

All three utilities claim they have expanded payment methods beyond traditional U.S. mail or
payment at local offices. Online and payment-by-telephone options allow customers to make
payments from their homes, from any Internet connection or through their mobile phones. The
vast majority of customers now make their payments by mail or online banking methods. Less
than 4 percent of customers pay at the door. Paying at the door is the most expensive option
for customers partially because both Idaho Power and Rocky Mountain Power also assess a $20
field visit charge.
If the exemption is approved, each of the utilities will conduct a communications campaign to
inform customers of the change.
Comments are accepted via e-mail through Dec. 10, 2014, by accessing the commission’s
Website at www.puc.idaho.gov and clicking on "Case Comment Form,” under the “Consumers”
heading. Fill in the case number (GNR-U-14-01) and enter your comments. Comments can also
be mailed to P.O. Box 83720, Boise, ID 83720-0074 or faxed to [phone].
The utilities’ application, along with other documents related to this case, is available on the
commission’s Web site. Click on “File Room” at the top of the page, then on “Multi-Utility
Cases” under “Cases” and scroll down to the above case number.

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