20040830_923.pdf

DECISION MEMORANDUM
TO:COMMISSIONER KJELLANDER
COMMISSIONER SMITH
CO MMISSI 0 NER HANSEN
COMMISSION SECRETARY
LEGAL
WORKING FILE
FROM:BEVERLY BARKER
DATE:AUGUST 26, 2004
RE:VISTA TARIFF ADVICE 04-03E AND 04-03G REGARDING
COLLECTION OF CASH PAYMENTS AT CUSTOMERS' PREMISES.
A vista proposes revisions to its electric and gas tariffs to discontinue collection of cash
payments made at customers ' premises. A customer who offers cash payment to a Company
employee in order to avoid having electric and/or gas service disconnected will be advised of the
Company policy. Disconnection of service will be postponed and the customer given the
opportunity to either pay at a designated payment agency or provide an alternative form of
payment. Similarly, a customer who requests reconnection and wants to pay the Company
employee dispatched to reconnect service will be advised of the Company s "no cash" policy.
The Company will continue to accept payment at the customer s premises by check or money
order. A vista has requested a tariff effective date of September 1 , 2004.
This policy change is being made primarily due to concerns about employee safety.
According to Avista, collecting cash in the field exposes employees to risk of robbery and
physical harm. A vista reports that there is an increasing number of incidents where a customer
whose service is about to be disconnected threatens an employee. Cash management and
accountability for money collected in the field are also issues for the Company.
ST AFF ANALYSIS AND RECOMMENDATION
Staff notes that there is an increasing level of concern within the utility industry about
accepting cash payments in the field. Carrying cash exposes employees to additional risks
beyond those associated with disconnecting service, which presents hazards in and of itself.
DECISION MEMORANDUM - 1 -
By delaying disconnection if a customer offers to pay in cash, the Company is adequately
accommodating those customers who are unaware of the Company s policy. Payment agents
provide an alternative for customers who wish to pay bills in cash. Avista has payment agents
and/or drop boxes in 23 communities within its Idaho service territory. All payment agents
accept cash, and customers are not charged a convenience fee for bill payment services.
Customers are discouraged from placing cash in drop boxes.
A vista will include information about its policy in all mailed disconnection notices and
on door hangers left after service is disconnected. Customer service representatives will also
advise customers of the policy when discussing payment arrangements.
STAFF RECOMMENDATION
Staff recommends approval of this tariff.
COMMISSION DECISION
Does the Commission approve Tariff Advice Nos. ADV 04-03-G and ADV 04-03-
(;vi
i:udmemos/avu ta 04 03
DECISION MEMORANDUM - 2 -