July 25, 2012 - Toho Water Authority

TOPIC Policy Decision STES KUA Toho Recommendation Reason
When will we Subject to disconnect 35 Subject to disconnect 33 Subject to disconnect 30 days from bill date.
disconnect customers days from bill date. days from bill date.
and what will the fee
be
Collections
Disconnection/
Turn-off Fee
Delinquency
Dates
Disconnect fee is $20.
Day 21 - Bill due
Day 26 - Assess penalty
fee
Day 28 - 7 day bill
notification sent for
disconnect
Day 33 - Call made on 48-
hour disconnect
Day 35 - Eligible for
disconnect.
Disconnect fee is $35.
Day 18 - Bill due.
Day 19 - Assess penalty
fee.
Day 26 - 7 day bill
notification sent for
disconnect.
Day 28 - Telephone call
giving 5 days before being
eligible for disconnect.
Day 33 - Eligible for
disconnect.
Disconnect fee is $20
Day 21 - Bill due.
Day 22 - Call customers using IVR out-dial,
giving them chance to pay 2 business days
before penalty fee is assessed.
Day 24 - Assess penalty fee
Day 28 - Call customers using IVR out-dial,
giving them another chance to pay before we
disconnect them.
Day 30 - Eligible for disconnect.
Customers who do not have voicemail or valid
phone numbers will receive a door hanger 48
hours in advance of possible disconnect.
30 days is sufficient time as
the customer is informed on
due date three times
(normal bill, IVR call on Day
22, and again IVR call on Day
28).
Collection
Process
Same Day Turn
On Fees
How will we notify
customers that their
account is past due
and they are eligible
for disconnect
Should the Utility offer
same day turn on
Seven days after the due
date a "red" paper
notification is provided
prior to disconnect.
Same day service is
provided at no charge;
however, normal
procedure is to provide
next day service.
Seven days after the due
date a "red" paper
notification is provided
prior to disconnect.
An additional $50 plus
$15 start up fee ($65
total) is charged for same
day service; however,
normal procedure is to
provide next day service.
We will notify customers via IVR out-dial.
Call will be made twice (one day after due
date before late fees and seven days after due
date) which is two days prior to disconnect.
Provide next day service as the norm. Same
day service will be available for an extra fee of
$50.
IVR calls are more cost
effective. STES spends
approximately
$2,600/month mailing 5,217
delinquent notices per
month.
Due to staffing, we cannot
provide same day service as
the norm.
Page 2 of 3