20150310Compliance Filing.pdf

Avista Corp.
1411 East Mission P.O. Box 3727
Spokane. Washington 99220-0500
Telephone [phone]
Toll Free 800-727-9170

VIA: Electronic Mail

March 10, 2015

Jean D. Jewell, Secretary
Idaho Public Utilities Commission
P O Box 83720
Boise, ID 83720-0074

Dear Ms. Jewell:

Re: Case No. GNR-U-14-01

Dear Ms. Jewell:

Attached for filing with the Commission is an electronic copy of Avista Corporation’s
dba Avista Utilities (“Avista or the Company”) filing in compliance with Commission Order
33229 in the above referenced Case No. to the following tariff sheets, I.P.U.C. No. 28:

Second Revision Sheet 70-g.1 Canceling First Revision Sheet 70-g.1

Per Commission Order No. 33229 filed in Case No. GNR-U-14-01, Avista is required to
file a revised tariff to reduce its reconnection charge for customers with remote
disconnect/reconnect meters to $12.00 during all hours. Also, the Order requires the Company
update its customer communication plan including at minimum:

a. Before implementing the change in utility practices, provide field personnel and
customer service representatives with additional training for handling customer
questions and concerns; and
b. Before implementing the change and for at least one (1) year thereafter:
RECEIVED
2015 March 10 AM 11:19
IDAHO PUBLIC
UTILITIES COMMISSION

i. Inform customers of the change when they contact the utility about a past-
due balance, a payment arrangement, where to make a payment, or a
pending disconnection;
ii. Include a message about the change in the bills of customers with past due
account balances and on the initial past-due notice and final disconnection
notice; and
iii. Inform customers of the change when contacting them by phone before
disconnection.

Attached is a copy of the Company’s updated communication plan as well as a
strikeout/underline and clean tariff Schedule 70-g.1.

Please direct any questions on this matter to myself at [phone].

Sincerely,
Manager, Regulatory Policy
Avista Utilities
[e-mail]
509-495-4975

Attachements

Avista Idaho No-Knock Communication Plan

Per Commission Order No. 33229 filed in Case No. GNR-U-14-01, Avista is required to file
a revised communication plan including at minimum:

a. Before implementing the change in utility practices, provide field personnel and
customer service representatives with additional training for handling customer
questions and concerns; and
b. Before implementing the change and for at least one (1) year thereafter:
i. Inform customers of the change when they contact the utility about a past-
due balance, a payment arrangement, where to make a payment, or a
pending disconnection;
ii. Include a message about the change in the bills of customers with past due
account balances and on the initial past-due notice and final disconnection
notice; and
iii. Inform customers of the change when contacting them by phone before
disconnection.

To meet the requirement set forth above Avista plans to do the following.
1. Provide Training to all Customer Service Representatives
a. Avista will include the changes to the disconnection notification process and the
change to Reconnection charges in the knowledge base provided to
representatives. This knowledge base, called the Flip Chart contains the
Company’s business processes and step-by-steps on how to perform transactions
and tasks within its Customer Care and Billing system.
b. Include information about the changes in the April Customer Service employee
meetings, which all Customer Service employees attend.
c. Modify its Credit & Collections training to include the changes.
d. Send out a process email on May 1st letting its representatives know the change is
now in effect.

2. Provide Training to Field personnel
a. Collections training will be provided to Field personnel in March/April which will
include information about the new changes.

3. When customers contact the utility regarding a past-due balance, payment arrangement,
where to make a payment, or a pending disconnection representatives will educate
customers of the new policy that field personnel may not notify them in person at their
service address prior to disconnection.

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4. The Company will add a message to its bill for all customers with a past-due balance that
states the following:
Payment is required to avoid shut off of your energy service; we may not notify
you in person at your service address prior to shutting off your service.
5. The Company will add a message to its past-due and final notice that states the following:
Important: We may not notify you in person at your service address prior to
shutting off your service. If a serviceman does collect the total amount past due
to prevent shut off, a charge may be assessed. Servicemen do not accept cash in
Washington and Idaho.
6. The Company will add a message to its website regarding the change in policy.