20150427Compliance Filing.pdf

Avista Corp.
1411 East Mission P.O. Box3727
Spokane. Washington 99220-0500
Telephone 509.489,0500
TollFree 800-727-5170
VIA: Electronic Mail
Aptil24,2015
Jean D. Jewell, Secretary
Idatro Public Utilities Commission
P O Box 83720
Boise,lD 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") "revised" filing in compliance with Commission
Order 33229 in the above referenced Case No. to the following tariffsheets, I.P.U.C. No. 28:
(Substitute'Second Revision Sheet 70-g Canceling First Revision Sheet 70-g
X'irst Revision Sheet 70-h Canceling Original Sheet 70-h
The Company provides the following update regarding whether procedures or
technologies exist that might enable instantaneously customer payment data as well as revised
tariffs to support the changes in reconnection fees related to remote disconnect. Also included in
this filing is the Company's updated Customer Education Plan.
Avista receives daily payment files from many sources:
o Kubrao Western Union (Pay Station Payment Processor)o U.S. Banko Fiserv
o Banktech (Avista Remiuance)o Other smaller payment processors
Daily payment files are the files that include the actual financial transactions for
payments made to Avista. These files are processed in Avista Customer Care and Billing
(CC&B) system through a batch process that occurs Monday-Friday night. Banks and payment
processors also use a batch process for submitting payment files to their payees. Because of the
batch process it is standard industry practice for Avista to receive one payment file per business
day.
Avista is able to process certain payments in real-time when they have cash or a check in
hand. Examples of this are energy assistance payments made by Community Action Agencies.
They submit checks to Avista for grants they have made and Avista's remittance department can
manually apply these payments in real time. Avista receives 8,000-10,000 payments per day
through the mail so it is not possible to process all of these payments manually each day. These
payments run through a scanning and processing system and create one payment file per day to
be processed through the nightly batch.
Avista does receive 30-minute payment data files throughout the business day from
Kubra and Western Union. These include a list showing payments that have been made to
Avista, however these files are not financial transaction files. The actual financial transaction is
included on the daily payment file. These files are given to the Company's Distribution Dispatch
department so they can determine if a payment has been made on an account before sending a
serviceman to disconnect service. The challenge with the 30-minute payment file is some of the
payments may be rejected or withdrawnl.
In summary, the 3O-minute payment file is as near real time as the Company can get to
receiving real time payment data. Because of the batch based systems and processes it would be
a challenge to process financial transactions throughout the day or on a real time basis.
Regarding the concern that customers may be inadvertently disconnected even though
they have made a payment, the Company has a process in place to address this. On the
Company's past due and final notices, it directs customers to call the utility with receipt of
payment in order to avoid disconnection. Also, the Company's website explains how long
1 Typically, there are up to 100 payments per day included on the 30-minute payment files that do
through as a financial fiansaction because they were denied by the bank or payment processor.
payments take to post by each payment channel. This lets customers know that if they make a
payment just prior to disconnection, they need to contact the utility to let them know a payment
has been made on their account.
Attached is a copy of the Company's updated Education Plan as well as a
strikeout/underline and clean tariff Schedules 70g and 70h.
Please direct any questions on this matter to myself at [phone].
Sincerely,
Ll'a
4r-1"
Manager, Regulatory Policy
Avista Utilities
linda. gervai s@avistacorp. com
509-495-4975
Attachements
Schedule 709 - Strike and Underline
No.28
Third Substitute€eeend Revision Sheet 70-g
Cancelling
First Revisien Sheet 70-g 7o-g
CORPORATION
Avista Utilities
AVISTA
dlbla
IDAHO
RULES AND REGULATIONS - continued
11. PAYMENTS: - continued
Company employees collecting payment at the customer's premises will not accept cash. lf the
customer offers payment in cash during a field collection visit, discontinuance of service will be postponed
and the customer given the opportunity to either make payment at a designated payment agency or provide
an alternative form of payment acceptable to the Company.
Monthly bills for services rendered and other charges are due and payable in full within 15 days from
their date and if not so paid shall be in default. When a residential Customer certifies in writing that payment
by the ordinary due date creates a hardship due to the particular date when the Customer receives funds, the
due date shall be extended up to an additional 15 days.
ln the event the Customer tenders a payment of less than the full amount of the monthly bill for
services and/or other charges, the Company, unless otherwise directed by the Customer when payment is
made, will apply said payment pro rata first to the charges in default and the remainder, if any, to the
current monthly charges.
11.1 Returned Check Charge; Checks or payments remitted by Customers in payment of bills are
accepted conditionally. A charge of $20.00 will be assessed the Customer for handling checks or payments
upon which payment has been refused by the bank.
11.2 Late Payment Charge; Payments not received by the next month's bill date will be considered
late. A late payment charge will be applied to the delinquent amount and will be computed at the rate of 12
percent per annum or one percent per month. The late payment charge will not be applied to time-payment
or equal payment accounts that are current.
113 Astematie Che€k+landling (ACH) Withdrawal Charge: When a Cu€tomer requests that the
12. DEPOSITS:
See Utility Customer Relations Rules 100-109 1 10 and 601.
(Nete: On April 20; 1999; an exeeptien wae granted te Rule 107,02, allewing the Cempany te eredit depesits
whieh are ne lenger required; ineluCin$aeerueC interest; direetly te eustemer aeceunts),
13. DISCONTINUANCE OF SERVICE:
See Utility Customer Relations Rules 300-313 and 602-605.
13.1 Field Collection Charge:
A personal visit performed by a Company representative to a service address subsequent to
satisfying the provisions regarding Discontinuance of Service shall be deemed a field collection visit.
A $16.00 fee will be assessed for visits that result in the collection of past-due balances from the
Customer during the visit. The fee will be waived if service is disconnected during the visit. The
Customer will receive one free visit on a 12-month rolling basis.
14. SERVICE RECONNECTION AND REESTABLISHMENT CHARGES:
All applicable reconnection charges shall be paid before service is restored. €us+eme+
eer at a designated payment ageney,
April24,2015
Utilitiesrssued\tvtry ,^ ,"myrf.ronrvood,Vice President, State & Federal Regulation
Schedule 709 - Clean
AVISTA CORPORATION
d/b/a Avista Utilities
IDAHO
RULES AND REGULATIONS - continued
11. PAYMENTS: - continued
Company employees collecting payment at the custome/s premises will not accept cash. lf the
customer offers payment in cash during a field collection visit, discontinuance of service will be postponed
and the customer given the opportunity to either make payment at a designated payment agency or provide
an alternative form of payment acceptable to the Company.
Monthly bills for services rendered and other charges are due and payable in full within 15 days from
their date and if not so paid shall be in default. When a residential Customer certifies in writing that payment
by the ordinary due date creates a hardship due to the particular date when the Customer receives funds, the
due date shall be extended up to an additional 15 days.
ln the event the Customer tenders a payment of less than the full amount of the monthly bill for
services and/or other charges, the Company, unless otherwise directed by the Customer when payment is
made, will apply said payment pro rata first to the charges in default and the remainder, if any, to the
current monthly charges.
11.1 Returned Check Charge; Checks or payments remitted by Customers in payment of bills are
accepted conditionally. A charge of $20,00 will be assessed the Customer for handling checks or payments
upon which payment has been refused by the bank.
11.2 Late Payment Charge; Payments not received by the next month's bill date will be considered
late. A late payment charge will be applied to the delinquent amount and will be computed at the rate of 12
percent per annum or one percent per month. The late payment charge will not be applied to time-payment
or equal payment accounts that are current.
DEPOSITS:
See Utility Customer Relations Rules 1 00-1 10 and 601 .
DISCONTINUANCE OF SERVICE:
See Utility Customer Relations Rules 300-313 and 602-605.
13.1 Field Collection Charge:
A personal visit performed by a Company representative to a service address subsequent to
satisfying the provisions regarding Discontinuance of Service shall be deemed a field collection visit.
A $16.00 fee will be assessed for visits that result in the collection of past-due balances from the
Customer during the visit. The fee will be waived if service is disconnected during the visit. The
Customer will receive one free visit on a 12-month rolling basis.
SERVICE RECONNECTION AND REESTABLISHMENT CHARGES:
All applicable reconnection charges shall be paid before service is restored.
12.
13.
14.
l.P.U.C. No.28
Third Revision Sheet 70-g
Cancelling
Substitute Second Sheet 70-g 7o-g
by Avista Utilities
ru,J^u,r'J""'
lssued
Norwood,Vice President, State & Federal Regulation
Schedule 70h - Strike and Underline
AVISTA CORPORATION
d/b/a Avista Utilities
14.
IDAHO
RULES AND REGULATIONS - continued
SERVICE RECONNECTION AND REESTABLISHMENT CHARGES: - continued
14.1 Reconnection Charge:
When service has been discontinued for failure of the Customer to comply with the
Company's rules and regulations under this tariff including d€fault (nonpayment), a charge shall be
made for reconnection. Satisfactory arrangements for payment must be made before service will be
restored.
lf a visit to the customer's oremises is reouired to manuallv restore service, the charoe for
reconnection shall be:
$24.00, provided satisfactory payment arrangements @
have been made during the hours of 8:00 a.m. through 4:00 p.m. Monday through Friday, except
holidays; or
$48.00 if such arrangements are made during the hours of 4:00 p.m. through 7:00 p.m.
Monday through Friday, except holidays.
lf such arrangements are made during hours other than the above, the reconnection shall
be completed on the following day except for medical emergencies or a customer disconnected in
error. Any reconnection completed on a weekend or holiday will be charged $48.00.
lf the customer's service is restored remotely without visitinq the customef s premises. the
charqe for reconnection shall be:
$12.00 anv dav. anv time, provided satisfactory payment arrangements have been made.
14.2 ElectricReestablishmentCharge
When service has been discontinued at the Customer's request and then reestablished
within a twelve-month period, the Customer shall be required to pay the monthly minimum charges
that would have been billed had service not been discontinued, as well as a reestablishment
charge. The charge for reestablishment shall be:
$24.00, provided satisfactory oayment arrangements @
have been made during the hours of 8:00 a.m. through 4:00 p.m. Monday through Friday, except
holidays; or
$48.00 if such arrangements are made during the hours of 4:00 p.m. through 7:00 p.m.
Monday through Friday, except holidays.
lf such arrangements are made during hours other than the above, the reconnection shall
be completed on the following day except for medical emergencies or a customer disconnected in
error. Any reconnection completed on a weekend or holiday will be charged $48.00.
lf the customer's service is restored remotely without visitinq the customef s premises. the
charqe for reconnection shall be:
$12.00 anv day. anv time. provided satisfactorv pavment arranqements have been made.
Substitute First Revision Sheet 70-h
Cancelling
Original Sheet 70-h 70-hl.P.U.C. No.28
lssued by
Vice President, State & Federal Regulation
Schedule 70h - Clean
l.P.U.C. No.28
Substitute First Revision Sheet 70-h
Cancelling
Original Sheet 70-h 70-h
AVISTA CORPORATION
dibla Avista Utilities
IDAHO
RULES AND REGUIATIONS - continued
14. SERVICE RECONNECTION AND REESTABLISHMENT CHARGES:- continued
14.1 Reconnection Charge:
When service has been discontinued for failure of the Customer to comply with the
Company's rules and regulations under this tariff including nonpayment, a charge shall be made for
reconnection. Satisfactory arrangements for payment must be made before service will be restored.
lf a visit to the customer's premises is required to manually restore service, the charge for
reconnection shall be:
$24.00, provided satisfactory payment arrangements have been made during the hours of
8:00 a.m. through 4:00 p.m. Monday through Friday, except holidays; or
$48.00 if such arrangements are made during the hours of 4:00 p.m. through 7:00 p.m.
Monday through Friday, except holidays.
lf such arrangements are made during hours other than the above, the reconnection shall
be completed on the following day except for medical emergencies or a customer disconnected in
error. Any reconnection completed on a weekend or holiday will be charged $48.00.
lf the customer's service is restored remotely without visiting the custome/s premises, the
charge for reconnection shall be:
$12.00 any day, any time, provided satisfactory payment arrangements have been made.
14.2 ElectricReestablishmentCharge
When service has been discontinued at the Custome/s request and then reestablished
within a twelve-month period, the Customer shall be required to pay the monthly minimum charges
that would have been billed had service not been discontinued, as well as a reestablishment
charge. The charge for reestablishment shall be:
$24.00, provided satisfactory payment arrangements for payment of all proper charges
have been made during the hours of 8:00 a.m. through 4:00 p.m. Monday through Friday, except
holidays; or
$48.00 if such arrangements are made during the hours of 4:00 p.m. through 7:00 p.m.
Monday through Friday, except holidays.
lf such arrangements are made during hours other than the above, the reconnection shall
be completed on the following day except for medical emergencies or a customer disconnected in
error. Any reconnection completed on a weekend or holiday will be charged $48.00.
lf the customer's service is restored remotely without visiting the custome/s premises, the
charge for reconnection shall be:
$12.00 any day, any time, provided satisfactory payment anangements have been made.
lssued April24,2015 Effective May 1, 2015
ssued Avista
Bv ?44?
-'/
KettyJ.,lorwood,t'l/ *< t tTlril Vice President, State & Federal Regulation
Avista Idaho No-Knock Customer Education 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. Modiff its Credit & Collections training to include the changes.
d. Send out a process email on May l't 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 that have a remote disconnecUreconnect device of the new policy that field
personnel will not noti$ them in person at their service address prior to disconnection.
In the future an alert will be added to a customer's account letting the Customer Service
4.
5.
6.
7.
Representative know that a remote disconnecVreconnect device is installed at the
customer's address.
For customers that do not have a remote disconnect/reconnect device, the Company will
follow its existing practice of notifring the customer at their service address prior to
disconnecting service. The serviceman may accept payment at the door if they feel safe
to do so.
For customers that have a new remote disconnect/reconnect device installed on their
property, the Company continue its practice of leaving a door hanger (as it has done
through its pilot program) letting the customer know that the device has been installed
and that in the future the Company will not need to send a field representative to their
service location to disconnect or reconnect service.
For customers that move into a location that already has a remote disconnect/reconnect
device, the company will send a letter explaining the device is installed and that the
Company will not notiff them in person prior to shutting off service. The Company will
create a monthly report to identiff this subset of customers.
The Company will add a message to all past-due and final notices that states the
following:
Importont: If a remote disconnect/reconnect device is installed on your electric
meter, we will not notify you in person at your service address prior to shutting
offyour service. Otherwise, a servicemon will notify you in person at you service
address prior to shutting off you service and if they collect the total amount past
due to prevent shut off, a charge may be assessed. Servicemen do not accept cash
in Washington and ldaho.
8. The Company will add messaging to its website regarding the change in policy.
<Date>
<Customer Name>
-.Address>
<City, State, andZip Code>
Re: Remote Disconnect/Reconnect Device is installed on Your Electric Meter
Hello,
We see that you recently moved into the address listed above and wanted to make you aware
that a remote disconnecUreconnect device is installed on your electric meter. This device allows
Avista to disconnect or reconnect your service remotely, no longer requiring Avista personnelto
visit your location for this purpose.
All bills and notices will continue to be delivered to you by mai! or electronic mail. However, we
no longer will accept payments at the door. To make a payment, you will need to utilize one of
our other payment options such as; mail, our website, over the phone, at a pay station, through
your bank, or at a drop box. For a full list of payment options and details please visit
avistautilities.com.
lf you have questions, please visit our website at avistautilities.com or call our customer service
center at [phone]. We're available 7 a.m. to 7 p.m. Monday through Friday and Saturday
9 a.m. to 5 p.m.
Sincerely,
Your Avista Customer Service Team
lYlvtsrfrUtilities
t{88427-3403
wrYrv.avista uti I iti es. co m
IDAHO
Your electric service was disconnected today. A
device was installed on your electric meter to allow
Avista to disconnect or reconnect your service
remotely.
ln thefuture, Avish will not n*d to send a
field representative to your service location to
dlsconnect or reconn*t senrJce.You will not have
the opportunity to pay a field representative at your
door to avoid disconnection. No notice will be left for
you at the service location bllowing disconnection.
Avista will continue to send notices and attempt to
contact you by telephone in advance whenever it
intends to disconnect service. lt is very important
that you callAvista to make sure all your contact
information, including telephone number, is correct.
You may reach Avista at the number below.
1{88427€403
wvw.avista utl lltles.com
SEE REVERSE SIDE FOR
IMPORTANTINFORMATION
The remote d iscon necUrecon nect device i nstal led
on your meter will allow Avista to reconnect
service more quickly.\A/hen the reason for the
disconnection (such as non payment of a past due
bill) has been remedied, you will need to contact
Avista to request reconnection.Your service will
then be reconnected immediately by means of
an electronic signal; you will not need to wait for
a field representative to be sent to your service
location. "lf you have any questions or experience
any problems at any point in the reconnection
process, please contact Avista at the number
below. We're available 7 a.m. to 7 p.m. Monday
through Friday and Saturday 9 a.m. to 5 p.m.
lmportant:
lf your service is shut'off, you will be required to pay
the amount past due, a deposit,and a reconnect fee.
A medicalcertificate notiffing Avista of a serious
illness or medicalemergency may delay termination.
We are willing to make mutually satisfactory
payment arrangements.
An informal or formal complaint conceming this
action may be filed with the ldaho Public Utilities
Commission - P.O.Box 83720, Boise, lD 837204074
Phone: [phone] or toll free: [phone].
1{88427.3403
www.avistauti I ities.com
SEE REVERSE SIDE FOR
IMPORTANTINFORMATION