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Home My WebLink About19 District Code Change Title 5enda Item # ACTION To: Board of Directors From: Lisa Hall 19 Date: April 04, 2018 Subject: Consideration of Adopting Resolution 2018-02 Amending District Code, Title 5, Customer Relations 1. WHY THIS MATTER IS BEFORE THE BOARD Consideration of adopting policy changes to Title 5, Customer Relations requires Board action. 2. HISTORY Workshops were presented to the Board on both February 7 and March 7, 2018 to discuss proposed policy changes needed for the Meter Replacement Project. The existing meters have reached the end of their useful life. The District is replacing the old meters with modern technology allowing for expanded customer service and operational responsiveness. 3. NEW INFORMATION District Code was carefully reviewed and modified to incorporate the Meter Replacement Project. Changes to district code reflect the current operating environment and proposed customer programs. 4. FISCAL IMPACT Fees will be based on actual cost to effect a revenue net neutral impact. 5. RECOMMENDATION Adopt Resolution 2018-02, amending District Code, Title 5, Customer Relations. G1�a�r�ak Q Lisa Hall Director of Administrative Services Michael D. Holley General Manager Resolution No. 2018-02 ADOPTING AMENDMENTS TO THE DISTRICT CODE TITLE 5 WHEREAS, the Board of Directors of the Truckee Donner Public Utility District wishes to amend the District Code Title 5; and WHEREAS, the District Code provides rules and regulations intended to convey a comprehensive description of the manner in which the District operates, handles its finances and performs its accounting; and WHEREAS, periodically, the District Code should be reviewed and updated to conform to District Board directives, new applicable laws and regulations and improvements; and WHEREAS, the District is implementing a new technology in meters, that requires certain procedural changes and policy implementations; and WHEREAS, the revised version of Title 5 will bring the District's policies up-to-date and will replace all preceding resolutions affecting such Titles. NOW THEREFORE, BE IT RESOLVED, that the Board of Directors does hereby adopt the amended District Code, Title 5. PASSED AND ADOPTED by the Board of Directors of the Truckee Donner Public Utility District in a meeting duly called and held within said District on the fourth day of April, 2018 by the following roll call vote: AYES: Directors: Ellis, Aguera, Warmerdam, Bender, and President Laliotis. NOES: None. ABSENT: None. TRUCKEE DONNER PUBLIC UTILITY DISTRICT By: Tony Laliotis, ATTEST: President of the Board Shanna D. Kuhlemier, CMC, District Clerk TITLE 5 CUSTOMER RELATIONS CHAPTERS: 5.00 Definitions and Rules of Interpretation 5.01 Application for Service 5.02 Deposits 5.04 Credit 5.07 Prepaid Program 5.08 Billing 5.09 Owner/Renter Responsibilities — Service Transfer 5.12 Disconnection and Reconnection of Service 5.16 Disputes 5.20 Electric Fees and Charges 5.24 Electric Rates 5.26 Electric and Water Facilities Fees 5.28 Water Fees and Charges 5.32 Water Rates 5.36 Information Available to the Public 5.37 Public Outreach Policy 5.38 Public Information Program 5.39 Public Benefits Program 5.40 Complaint Procedure 5A4 Notices 5.48 Paybacks 5.53 Annexation of Property to District 5.55 Conservation Programs CHAPTER 5.Or pEFINITIONS &RULES OF INTERPRETATION 5.00�01 Definitions The following definitions �gply to all chapters of istrict Code!. DISTRICT means the Truckee Donner Public Utility District (TDPUD). f�GENT, the persons) or entity authorized by the property owner to manage his, property. 049.Docx2}1 Title 5, Customer {oo�ts Relations COmmented;[SCGl]: Global -Determine whether to initial:cap defined terms. Deleted: Application Deleted: 1 Deleted: APPLICATION FOR SERVICE Deleted: ¶ sections:¶ 9 5.01.005 Deflnitions¶ 5.01.010 _Requiremen Commented_[SCG2]: "nistrict code is not defined. I've added a definition. Deleted: 1.005 _ IDeleted: will apply to all other chapters of the District Code where the terms are used whether capitalized or not: Formatted: Indent: Left: 0.25", No bullets or Deleted: Formatted: Bulleted + Level: 1 +Aligned at: 0.25" + Indent at: 0.5" Deleted: ' Deleted: is Deleted:/her ra T — — A uerson t0 S AUTO TRANSFER - O • BILL — Any statement of money owed for products or services provided by the TDPUD.4 This will include charges for any deposit, installation, monthly charges for Utility Service(s), damages to TDPUD equipment, or any other charges described in the statement. O • BILLING CYCLE / BILLING PERIOD — The period of time during which Utility Service(s)4 is provided to the Customer, usually between 27 and 33 days. • BILLING DATE —The date on which a Customer's Bill is generated. Deleted: "Applicant Deleted: '...is .., a persons) or entity in whose name F-- Formatted: Bulleted + Level: 1 +Aligned at: 0.25" + Indent at: 0.5" Deleted: P Formatted: List Paragraph, Left, No bullets or numbering, Tab stops: Not at -1" Formatted: No bullets or numbering Formatted: List Paragraph, Lek, Bulleted + Level: 2 + Aligned at: 0.75" + Indent at: 1", Tab stops: Not at -1" Formatted: Bulleted + Level: 1 +Aligned at: 0.25" + Indent at: 0.5" Formatted: List Paragraph, Left, Bulleted + Level: 2 + Aliened at: 0.75" + Indent at: 1". Tab stops: Not at -1" Formatted: Font: Arial • I Formatted: List Paragraph, Bulleted + Level: 1 + A<gned at: • BILLING DAYS —The number of days in a Customer's Billing Period. l o.zs" +Indent at: 0.5" • BILLING DEMAND —The Demand used to calculate a Customer's electric Bill. • CAPITAL EQUIPMENT iFauipment with an expected use life of two years or more. • CONNECTION TO THE WATER AND / OR THE ELECTRIC SYSTEM The physical4 connect of a building, structure or facilities to the District's water and/or electric lines, Lgardless of whether such connection is made through or by intermediate lines. • CO-SI_ GNER:� person who enters into a contract agreeing to be equally and severally responsible for full payment of the epplicant's bill in lieu of the applicant paying a deposit. The o- i ner must be a current Customer with at least 24 consecutive \ months of Service who is in good credit standing with the District. • CODE or DISTRICT CODE —The compilation of District ordinances, rules and policies • CUSTOMER The person(s) or entity in whose name Service is rendered for ate. particular account as evidenced by the authorized signatures) on the application for service. • DEMAND — The rate at which electricity is delivered to or by a system, part of a system, or a piece of equipment, e.g., to end users, at a given instant or averaged over anV designated period of time, usually 15 minutes. Demand is expressed in kilowatts and is determined by measurement with a standard Demand meter or by calculations based upon measurements made by other types of standard metering equipment. • EASEMENT — A right given to $he TDPUD, usually memorialized in a recorded• document. to enter unon or use land to construct. maintain and replace facilities and {00719049.DOCX2}2 Title 5, Customer Relations Deleted: Formatted: Font: Arial Deleted: is e Deleted: is i... he physical connect of a building, struclu( Formatted: Indent: Left: 0.25", Tab stops: 0.5", ust tab + Not at 0,25" Formatted: Font: Arial Formatted: List Paragraph, Bulleted + Level: 1 +Aligned at: 0.25" + Indent at: 0.5" Deleted: <#>¶ Formatted: Font: Arial Deleted: "Co Formatted Deleted: Signer ... IGNEW... is fool Deleted: a... person who enters Into a contract agreeint.� i Formatted: Indent: Left: 0.5", No bullets or numbering For Deleted: "Customer' Formatted Deleted: is t... he per Formatted - Formatted: Font: Arial Formatted Formatted: Font: Arial Formatted: Font: Arial Formatted or entity in whose name s Formatted [ ' Deleted: recorded document giving ...he TDPUD, usual;'-' their appurtenances under, over, across and on dedicated strips or parcels of land; together with the right of ingress and egress for such personnel, equipment and vehicles as may be necessary. / • ELECTRIC FACILITIES - The individual distinct components within the electric system, such as transformers, poles, cable and conductors. • ELECTRIC SERVICE —The furnishing or readiness to furnish electric power or energy� in the form of 60 cycle alternating current at a nominal potential of 120/240 volts single phase 120/208 volts three phase or other voltage agreed upon at the option of the District and for the purpose specified in the Application for Service or contract and rate schedule or schedules applicable thereto • ELECTRIC SYSTEM -The integrated network that distributes electricity throughout they District to its Customers. • ENERGY —The total amount of electricity supplied to a Customer over a period to time, expressed in kilowatt-hours. ESTABLISHING CREDIT —Promptly paving District Bills or bills of a prior utility for at least two years. Isee good credit definition below). Formatted ( ; _Deleted: are defined as t Formatted F, Formatted F� I Formatted Deleted: a Formatted Deleted: s Formatted Formatted Deleted: is defined as t Deleted: c Formatted Formatted Formatted Formatted Deleted: Requires at least two years of service wRh the Deleted wrath a history of paying promptly Deleted. Formatted Formatted • GENERAL MANAGER -The General Manager of the District or his designee. � Formatted Formatted • GOOD CREDIT —Aqualification of an Applicant's or Customer's credit history achieved�'� when the Applicant or Customer has no more than two late notices in the past 24-month period, no returned checks or declines and no prior disconnects for non-payment in the last 24 months. Final bills must be paid within 30 days of the final billino date in order to maintain Good Credit. • KILOWATT (kW) — 1,000 watts (W). A watt is the basic measure of the amount of� electric power production needed to operative given equipment. An electric Power capacity of one kW is sufficient to power ten 100-Watt light bulbs. • KILOWATT-HOUR (kWh) — 1,000 watt hours (Wh). A watt hour is the basic measure of4 electric energy consumption over a period of time. One 100-watt light bulb burning for � 10 hours would consume 1,000 Wh, or one kilowatt-hour, of electricity. MAXIMUM or MONTHLY DEMAND - The greatest load taken by the Customer ins accordance with the rules governing each class of Service_ on a monthly basis. PAYBACK —The line extension cost share calculation process. NT connected to _Customer owned equipment. 1See definitions below for District -owned and {oo�tsoas.Docx z�3 Title 5, Customer Relations Deleted: is defined as Deleted: g Deleted: c Formatted Formatted IF Formatted Formatted Formatted Formatted Deleted: is t Deleted: c Deleted: s Deleted:. This demand is termed monthly demand and is(�. Deleted: As used in chapter 5.48 refers to t Deleted: is t Deleted: the District's Deleted: wire or apparatus are Deleted: those of the customer Deleted: Unless otherwise stipulated in the application for Customer -owned equipment for clarification. l Formatted Deleted: consists of, but Is not limited to Formatted Formatted Deleted: & Formatted • District -owned equipment includes; Distribution power poles, vaults,'jf Deleted: (<600 volts) Formatted Deleted: DFraistdct I Fo reven ue, meters. l Formatted Formatted ' ( Deleted: consists of, but is not limited to • Customer -owned equipment includes, Self-contained meter bases (used' Formatted for both residential & commercial applications), premise wiring, including Formatted panelboards, and weatherheads.. Formatted POWER FACTOR — The fraction of Power in an AC Circuit actually used by aFormatted • Customer's electric equipment, compared to the total apparent power supplied. Also, MO°ed (insertion) (1l the ratio of Real (or 'Active') Power (kW) to Apparent Power (M). Power Factor is Deleted: "Promptly usually expressed as a percentage. When the Power Factor equals 100 percent, all Deleted:/ consumed Power produces useful work. Deleted: /prompt' in the last 24 months. • ,PROPERTY OWNER(s)� the District • • reporting agency. or entity who legally owns a property served • RENTER Qr TENANT is the persons) or entity who is authorized by a to occupy his roperty. Deleted: is defined as n... o more than two late notices Deleted: <#>"Qualifying credit record' is derived from _ Formatted Formatted Deleted: "Property Owner(s)" Formatted Deleted: is ... lh... hat... person or entity who legally a Formatted Deleted: is derived from t... he a / Deleted: "Renter/Tenants Formatted Deleted: /... r TENANT is the person(s) or entity who is Formatted Formatted 1 Formatted ' Deleted:S • SECONDARY VOLTAGE —Voltage rated nominal 600 volts or less, supplied from the' Formatted to Customers, {00719049. DOCX 2 Relations Deleted: homes and businesses Isformer and utilized to rovide electric Service --- Formatted �ment for delivering electric energy from thee, Formatted Formatted ce Point. _ Formatted — The conductors between the terminals of the- . Formatted I Formatted Formatted Formatted Title 5, Customer area, and intended to constitute the main control and means of disconnecting the premises or facility, wiring from the District. source, storage tank, disinfection equipment, booster pump station or pipeline. • WATER SYSTEM - The integrated network that supplies, disinfects, transmits, stores and distributes water throughout the District to its Customers. r5.00.02 Rules of Jnterpretatiorti These provisions shall be liberally construed so as to effectively carry out their purpose in the `,'" interest of the public health, safety fare. �, and wel to the text of this bode: • The word "shall" is always mandatory and not discretionary: the word "mad' is permissive. indicates the contrary. • The phrase "used for" includes "arranged for". "designed for". "maintained for". or "occupied for". n� tity. • Unless the context clearly indicates the contrary, where a regulation involves two (2) or • "And" indicates that all the connected terms. conditions. provisions or events shall apply. • "Or" indicates that the connected items. conditions. provisions or events may apply singly or in any combination. (007lso49.pocx2}5 Title 5, Customer Relations - Formatted: Font: Axial Formatted: List Paragraph, eulleted + Level: 1 + Argned at: 0.25" + Indent at: 03' Deleted: , Formatted: Font: Arial Formatted: Font: Aria[ Deleted: or other Formatted: Font: Axial Formatted: Font: Aria] Deleted: form Formatted: Font: Arial Formatted: Font: Arial Formatted: Left, Indent: Left: 0.5", No bullets or numbering, Tab stops: Not at 4" Deleted: are defined as t D elated: is defined as t Deleted: c Formatted: Font: Aria] Formatted: No bullets or numbering Formatted: Left, Indent: Left: 0.5", No bullets or numbering, Tab stops: Not at -1" Moved (insertion) [3] Deleted: 5.026.010.4 Deleted: Construclio Deleted: n Deleted: 5.26.010.4(A) Deleted: 5.26.010.4(B) Deleted: c Deleted: c Deleted: construction Deleted: c Deleted: c Deleted: a Deleted: an incorporated Deleted: any Deleted: similar • The word "includes" shall not limit a term to the specific example but is intended to extend • Reference to feminine masculine or neutral gender includes reference to all other genders. 5.26.010.5 Definitions 5.01.010 Requirements 5.01.010,1 General Each applicant for electric and/or water service from the District shall complete the necessary application for service and meet the requirements established by the District. The requirements include: • A completed signed application submitted either via e-mail mail, or in person at - the District's office • Proof of identity and/or Social Security Number (SSN) • Service address and mailing address • Lease or rental agreement, or proof of ownership • Credit Information • Load, Voltage Phase, and the manner in which power will be utilized. • Required documentation must be provided prior to service being rendered 5.01.010.2 Commercial Customers -Additional Requirements: Business Name • Address and principle Qwners • Valid entity number issued by the California Secretary of State or • Valid SSN if registered as a sole proprietor Contracts for commercial customers shall contain such terms and provisions as may be necessary or desirable to protect the interest of both the District and the customer. 5.01.010.4 All applicants for service must agree to pay the applicable rates, fees and charges and abide by the resolutions, ordinances, rules.. I�olicies and regulations of the District or other governing agencies as a condition of receiving service. 5.01.010.5 An applicant for service who owes any amounts for previous utility service(s) provided by the District, either directly or indirectly, under hl name or any other name must {00719049.Docx2}6 Title 5, Customer Relations Deleted: "General Manager" means the General Manager of the District or the District representative that he/she may designate to carry out the administration of this code. Formatted List Paragraph, Left No bullets or numberinq i ted: <#>"Capital Equipment" is equipment with an Dele expected use life of two years or more.¶ onnection to the Water and/or Electric System" is the physical connect of a building, structure or use of land to the District's water and/or electric lines, no matter if such connection is made through or by intermediate lines.¶ <#>"Electric Facilities" are defined as the individual distinct components within the electric system such as transformers, poles, cable and conductor.¶ 9 <#>"Electric System" is defined as the integrated network that distributes electricity throughout the District to its customers.¶ <#>°Applicant" is a person applying for connection to the District's water and/or electric system.¶ <#>`Water Facilities" are defined as the individual distinct components within the system such as a source, storage tank, disinfection equipment, booster pump station or pipeline.¶ <#>`Water System° is defined as the integrated network that supplies, disinfects, transmits, stores and distributes water throughout the District to its customers.¶ Formatted: No bullets or numbering Formatted: Font: Arial Deleted: <#>g Formatted: List Paragraph, Bulleted + Level: 1 + Aligned at: 0.75" + Indent at: 1" Deleted: . Deleted: . Formatted: Font: Arial Formatted: Font: Bold Deleted: Industrial / Formatted: List Paragraph, Bulleted + Level: 1 + Aligned at: 0.75" + Indent at: 1" Deleted: partners Deleted: . Formatted: List Paragraph Formatted: Font: Arial Deleted: large industrial or Formatted: Font: Anal Deleted: and stipulations Deleted: 5.01.010.2 Property Ownertsl Applicants who are property owners who wish to become customers of the Dist Deleted:.¶ Deleted: their make arrangements for payment prior to utility service being rendered. 5.01.010.E Applicants for service will be billed fees as established in the Appendix C, Miscellaneous Fee Schedule. 5.01.010.7 Applicants who have met the District's requirements for service will be billed for electric and/or water service in accordance with Sections 5.24 Electric Rates and 5.32 Water Rates. Determination of the applicable rate is at the sole discretion of the District. {ao�fsoas.00cxz}7 Title 5, Customer Relations Deleted: service transfer Formatted: Left, Widow/orphan control, Tab stops: Not at 3,25" CHAPTER 5.02 DEPOSITS Sections: 5.02.010 Residential Customer Deposits 5.02.020 Commercial Deposits 50020025 Project Review and Inspection 50020027 Project Documentation Deposit (As -built Drawings) 5.02.030 Employee Utility Deposits 5.02.010 Residential Customer Deposits 5.02.010.1 5.02.010.1 A deposit, equal to two times the highest monthly bill within the as 24 months, will be required of all customers before electric and/or water service is supplied. In cases where no billing history has been established, customers will be required to pay a minimum deposit that is based upon customers with similar services. Waiver of deposits shall be determined by the District and may be based on multiple factors including, but not limited to the following: 5.02.010.1(A) Customers who maintain a qualifying credit record based on information from a credit reporting agency, will not be required to pay a deposit, unless they have failed to maintain good credit in the past or fail to maintain good credit in the future according to District's credit and collection policies. 5.02.010.1(B) Customers who utilize the District's automated payment program will be eligible for deposit waiver. If anon -sufficient funds event or credit card decline occurs, a deposit will be required and will be automatically added to the customer's bill,. 5.02.010.1(C) Customers may have another party sign on their account as a co-signer in order to have their deposit waived. Co-signers are equally and severally responsible for the balance owing on an account including a closing balance even if the co-signer was not aware of the unpaid balance. A co-signer must be a current customer in good credit standing with the District. 5.02.010.1 (D) Customers who enroll in the Prepaid programWill not be required to pay a deposit. Information on the Prepaid program is available in chapter 5.07. 5.02.010.2 A deposit will be required of all new construction customers before electric and/or water service connections are scheduled. The minimum deposit will be estimated 00719049.Docx2}8 Title 5, Customer { Relations Deleted: 5.02.005 Definitions Deleted: 5.02,005 Definitions The follovnng definitions will apply to all other chapters of the District Code where the terms are used whether capitalized or not: ¶ 4 <#>"Establishing credit" is defined as at least two years of service with the District or a prior utility with a history of paying promptly (see definition below).¶ <#>"Good credit" is defined as no more than two late notices in the past 24-month period, no returned checks o or declines and no prior disconnects for non-payment in the last 24 months. Final bills must be paid within 30 days of the final billing date in order to maintain good Moved up [3]: <#>"Promptly/prompt" is defined as no more than two late notices in the past 24 month period, no retumed checks or declines and no prior disconnects for non-payment in the last 24 months.¶ n <#>"Qualifying credit record° is derived from the applicant's overall payment history, which includes unpaid balances to other utilities, as determined through a credit reporting agency.¶ Deleted: ¶ Deleted: J iCommented [SCG4]: Should this be initial i based upon customers with similar services. New construction customers who have met the credit requirements in Section 5.02.010.4 below will not be required to pay a deposit. 5.02.010.3 Customers moving from one residence to another within the District who have net the credit requirements in Section 5.02.010.4 below will not be required to pay a deposit. 5.02.010.4 Credit may be established by a customer if he., has had service in his name for at least 24 months, has paid his.bills promptly and has maintained good credit for the last 24 months of this period. 5.02.010.5 Former customers of the District may use prior payment history with the District to establish credit provided the lapse in service was not greater than 24 months. 5.02.010.E Customers or their agents who request to have services reconnected for inspections (See Chapter 5.12.050.3) shall be required to pay a minimum deposit. Customers with balances owing shall also be required to pay the entire balance owing prior to reconnect,_ 5.02.010.7 Deposits will be retained for a minimum period of 24 months. If the customer has established good credit with the District, he will be refunded his_deposit* _ 5.02.010.8 5.02.010.9 Upon termination of service, any retained deposit will be applied against unpaid bills of the customer and, if any balance remains after such application, said balance shall be refunded to the customer of record. 5.02.020 Commercial Deposits 5.02.020.1 A deposit or suitable guarantee equal to two times the highest monthly bill within the last 24 months will be required of any customer before electric and/or water service is supplied. 5.02.020.2 For a new commercial service or a new business, the customer will be required to pay a deposit equal to an estimated amount based on the load requirements of the service or a comparable commercial business use. 5.02.020.3 Customers moving their business (under the same name and ownership) from one location to another within the District, who have met the credit requirements in 5.02.020.4 below, will not be required to pay a deposit. i Deleted: /she Deleted: /she '�, Deleted: their Deleted: with interest. The deposit and interest credit will be applied to the customer's account Deleted: Interest paid on deposits will be the average rate paid by local banking institutions on regular savings accounts and will be adjusted quarterly. Deleted: and accrued interest Deleted: ¶ 5.02.020.4 Commercial credit may be established by a customer if he, has had the {00719049.00cx2}9 Title 5, Customer Relations 5.02.020.5 Deposits will be retained for a minimum period of 24 months. If the customer has established good credit with the District, he will be refunded his deposit, Deleted: /she Deleted: /her 5.02.020.7 Upon termination of service, any retained deposit will be applied against Deleted: with interest. The deposit and interest credit will be unpaid bills of the customer and, if any balance remains after such application, said applied to the customer's account. ¶ balance shall be refunded to the customer of record. ¶ --- cdoe Break (continuous).; 5,02,020.6 Interest paid on deposits will be the average rate 5.02.025 Pro ect Review and Inspection paid by local banking institutions on regular savings accounts and will be adjusted quarterly. 5.02.025.1 Project application review deposit - A deposit of $1,000 per utility (depending Deleted: and accrued interest on the size of the project) will be required of a project proponent to defray the cost of review by the District staff, legal consultant and engineering consultant. 5.02.025.2 Project inspection fees -Projects shall be subject to a deposit to cover the actual costs of construction inspection. The amount of the inspection deposit will be based on the characteristics of the project_, such as the number of services to be installed, the length of the pipeline to be installed and any other overhead or underground facilities to be installed. Such deposits shall be made prior to the beginning of construction. 5.02.025.3 Only actual costs will be levied against the deposits. If the costs incurred are less than the deposit, a refund (less administrative costs) will be issued. 5.02.025.4 If costs incurred are in excess of the deposit, a billing for the amount over the deposit will be rendered. 5.02.025.5 All charges must be paid prior to the District's acceptance of project systems. 5.02.027 Project Documentation Deposit (AsmBuilt Drawings) 5.02.027.1 At the time that a developer signs the Development Agreement, the District shall impose a Project Documentation Deposit equal to five (5) percent of the construction cost of water and/or electric facilities to serve the project. The minimum deposit shall be $1,000. This deposit shall be held by the District and refunded to the developer upon successful completion of the as -built drawings. The developer shall not be due any interest on monies held by the District. See District Policy Regarding As -Built Drawings in Appendix B. 5.02.030 Employee Utility Deposits Any full time, regular employee of the District who has not established credit with the District, whose full time residence lies within the District, who is served water and/or electric power by the District shall not be required to make a deposit unless he�fails to maintain good credit. If the employee fails to maintain Deleted: /she - - good credit, he, will be required to pay the full deposit in order to continue receiving Deleted: - service from the District,I Deleted: /she {00719049.00cx 2 )10 Title 5, Customer Relations 5.02.030.1 If an employee's employment with the District is terminated prior to establishing credit, he shall be required to pay the full deposit in order to continue receiving service from the District. CHAPTER 5.04 CREDIT Sections: 5.04.010 Establishment of Credit 5.04.020 Re-establishment of Credit 5.04.010 Establishment of Credit Each applicant for service will be required to establish appropriate credit by advancing the deposit prescribed in Chapter 5.02. 5.04.020 Re-establishment of Credit 5.04.020.1 An applicant or customer who has at any time had service disconnected for non-payment of bills, made arrangements to amortize the amount due, asked for an extension to pay a past due amount, voluntarily disconnected service with unsatisfactory credit or who has not paid a final bill within 30 days of the final billing date, shall pay any unpaid balances due the District prior to restoration of service and re-establish credit by making the deposit prescribed in Chapter 5.02. Customers enrolled in the Prepaid program shall not be subject to the provisions of this section, provided that the customer re -enrolls in the Prepaid program and pays any past due amounts owed the District. The Prepaid program requirements are,§et forth in chapter 5.07, 5.04.020.2 A customer whose service has been disconnected for non-payment of bills, shall pay any unpaid balance due the District prior to restoration of service and may be required to pay a reconnection charge as prescribed in the Miscellaneous Fee Schedule. Such customer shall re-establish credit by making the deposit prescribed in Chapter 5.02, Prepaid customers whose service has been disconnected for non-payment shall pay any outstanding balance plus the minimum required positive credit balance to restore service and are not subject to deposit or reconnection charges. 5.04.020.3 Customers who receive greater than two Final Notices of Termination (48 Hour Notice) in a trailing twelve month period shall be required to re-establish credit by paying a deposit or upgrading their deposit as prescribed in Chapter 5.02. The customer will be notified by mail of the deposit requirement and the deposit will be automatically added to the customer's bill. {00719049.DOCX2}11 Title 5, Customer Relations Deleted: /she Deleted: as long as Deleted: found Deleted: ¶ Deleted: . 5.04.020.4 Payments on final and auto transfer billings must be made within 30 days of the final billing date in order to maintain good credit with the District. Failure to pay within 30 days may require a new deposit. 5.04.020.5 If there is a history of disconnects for non-payment and/or unpaid bills resulting in write-off for specific rental properties, the District may require that the service be placed in the name of the property owner and may require a deposit as prescribed in Chapter 5.02, 5.04.020.E In the event a residential or commercial customer declares bankruptcy and requests to continue service, the District will close the customer's existing account(s) as of the bankruptcy filing date. The District will continue service to the customer under a new account number provided the customer re-establishes the account by completing a new application for service and re-establishes credit with the District by paying a new deposit. Any deposit held on the previous account will be applied to the final bill upon closing. Moved to 5.08.010.9(C) CHAPTER 5.07 PREPAID PROGRAM Sections: 5.07.010 Prepaid Service Description 5.07.02 Prepaid Service Requirements 5.07.03 Prepaid Rates and Fees 5,07,04 Existing Customers Electing Prepaid Service, 5.07.01 The District will offer Prepaid ,Service) to its customers once infrastructure is in� place to support the program. Implementation of the program shall be at the discretion of the General Manager. District customers can pay their electric service in advance using the Prepaid Service option. This is a paV as you go program and there is no fee to enroll. Customers enrolling in Prepaid Service will paV the same usage rates as all other rate payers in the same customer class as the customer in the Prepaid Service Program. Instead of receiving a monthly billing, usage is calculated daily and applied towards the prepaid balance. Prepaid Service customers never pay a deposit or late charge and are not billed disconnect or reconnect charges if the account runs out of credit. 5.07.02 Residential accounts with remote disconnect /reconnect capability are able to enroll in the Prepaid program. Domestic rates cover single family residences, apartments, or other living quarters where service is supplied through a single meter and charged a domestic rate pursuant to rate section 5.24.010. Requirements to qualify for this service include the following: (00719049.00cx2)12 Title 5, Customer Relations Formatted: Centered Formatted: Centered - Formatted: Left Formatted: Left Formatted: Font: Not Bold Formatted: Font: Not Bold Formatted: Font: Not Bold I Commented [SCGS]: should we add a definition? Formatted: Indent: Left: 0", First line: 0", Right: 0", Tab stops: Not at -1" Deleted: domestic (residential) i Deleted: domestic • Service provided under the electric rate schedule —permanent (P10 or non- permanent residents (S10). • Residence equipped with a meter capable of remote service disconnect and reconnect. • Customers must enroll in SmartHub, the District's free online account management system. • Current account or Prepaid payment arrangement (5.07.03).. 5.07.03 Rates for electric Prepaid Service accounts are the same as postpaid accounts and may be found in section 5.24.010. 5.07.040.1 Security deposits on existing accounts are refunded and credited to the customer's account to pay for any usage up to the current date. Any remaining credit can be left on the account and used for future power purchase or refunded upon request once the minimum prepaid credit is satisfied. 5.07.040.2 Customers changing to Prepaid Service who have an outstanding balance can set up a Prepaid payment arrangement pursuant to District process. CHAPTER 5.08 BILLING AND BILL PAYMENT Sections: 5.08.010 Billing Procedure 5.08.020 Billing Procedure -Local, State or Federal Agencies 5Mo030 Bill Payment 5.08.010 Billing Procedure 5.08.010.1 Bills will be rendered monthly and shall be paid at the District office, by other payment options offered by the District, or at other locations designated by the District. Customers shall have the right to change their billing cycle one time during every 12 month period. 5.08.010.2 Failure to receive a bill, will not release customers from their payment obligation. 5.08.010.3 All utility service bills issued by the District are payable upon presentation. H ill is considered past due 19 days after the day the biliq l mailed to the customer,, 5.08.010.4 Should the due date of a bill fall on a Saturday, Sunday or District recognized holiday, the bill; will be due the following business day. 5.08.010.5 If at the time of billing, a customer has a previous balance, a late payment fee {ao��soas.00cxz}13 Title 5, Customer Relations Deleted: domestic _� Formatted: front: Arial Deleted: domestic Formatted: Font: Not Bold Formatted: Left Deleted: s I Deleted: s Deleted: B - Deleted: s — -- — Deleted: will be Deleted: The due date for payment of bills will be Deleted: s Deleted: are Deleted: s Deleted: s Deleted: s will be charged at the rate established by the most recently adopted Miscellaneous Fee Schedule, Appendix C. 5.08.010.E A fee will be charged to customers for each payment transaction returned for reasons including _ non -sufficient funds, closed bank account, incorrect bank account number or incorrect bank routing number. In the event a Notice to Comply is delivered due to a returned item, a trip charge will be added to the customer's account. Upon receipt of a second returned item in a trailing 12 month period, the account shall be placed on Prepaid Service. Refer to the Miscellaneous Fee Schedule, Appendix C for current charges on returned items and trip charges. 5.08.010.7 For customers with a hardship or other special extenuating circumstances, special financial counseling is available. When requested by a customer, the District may arrange for a customer to pay the bill in installments. 5.08.010.8 In some instances, the District may require customers to enroll in electric_ Prepaid Service. ,5.08.010.9 Monthly water bills,, for any existing water service, once activated, are to continue in an owner's name or a qualified renter or tenant's name. Except for a disconnect qualifying under Section 5.12.040.1(E), bills will not be discontinued for a customer requested disconnection, disconnections for non-payment or for repair of customer lines. 5.080.010.9(A) Monthly water bills for ,properties in foreclosure shall remain in the name of the owner of record based on county records until such time as a bank, mortgage company or new owner files a change in title or the customer provides evidence that r e e no longer the legal owner of the property. Once new ownership of the property is established, the water account will be transferred into the name listed on the county record as of the property sale or transfer date. 5.080.010.9(B) Monthly electric and/or water bills for properties in the foreclosure process or on a "short sale" may be transferred into the name of a realtor or property manager provided the realtor/property manager completes a service application for said property and meets the deposit and credit requirements established in Chapters 5,02 and 5.04. The realtor/property manager will be required to put all services (electric and water) into .;lis name. Transfer/connection fees as established by the most recently adopted Miscellaneous Fees Schedule shall apply. 5.08.010.9(C) In the event a residential or commercial customer declares bankruptcy and vacates the property, a new account will be opened as of the bankruptcy declaration date and water bill. will continue in that customer's name until a new property owner or customer has been established. (Moved from 5.04.020.6) 5.08.010.10 In the event of fire or other catastrophic event which makes a commercial building uninhabitable, water bill., will be waived for a maximum of 1 year 00719049.Docx2}14 Title 5, Customer t Relations Deleted: such as, bul not limited to, ' Commented [SCG6]: cahat if the account doesn't -others✓ise qualify for the Prepai ted Program? Deled: a cash only basis Deleted: install a power limiting device Deleted: ¶ Deleted:ings Deleted:ing Deleted:ings Deleted: their Deleted:ings ' Deleted: can be Deleted: residence or business Deleted: ings from the date the building becomes uninhabitable. Should the building become habitable prior to 1 year, water bills will begin as of the date, determined by the District, that the building became habitable. The District may begin billing for water within one year for any of the following reasons: Usage recorded by the water meter Certificate of Occupancy issued Sale/transfer to new customer Mailing address change to residence Information from customer/District personnel indicating occupancy Electric usage indicates occupancy 5.080.010.10(A) Where a Jesidential or commercial building has been demolished specifically for purpose of rebuild or remodel (not due to fire or other catastrophic event). water charges will continue to be billed on a monthly basis. 5.08.010.11 Water bill_ for new construction of residential and commercial properties shall begin on the day the water meter is installed. Meters will be installed based on plans submitted by the owner, builder or developer. The District holds no responsibility for the accuracy of these plans and cannot guarantee that the meters actually serve the units described in these plans. Discrepancies and any corrective action and equipirieni shall be the responsibility of the owner, 5.08.010.12 Estimated Bill; The District shall estimate a kill if unable to read a customer's meter. 5.08.010.13 Corrected Bill, The District shall prepare a corrected bill when inaccurate charges are identified. Examples of when a corrected bill shall be issued include � malfunctioning or failed meter, estimated bill incorrect installation or programming of metering equipment, billing process errors, or incorrect rate schedule assianed to an account 5.08.010.14 Corrected Bill Timeframe: When an account is under billed due to District error or equipment failure, the District may back -bill for a period not to exceed six months, except as set forth in section 5.08.010.15. When the under billing is the result of a customer error, customers may be back -billed for a period not to exceed 36 months. In the case of fraud (i.e, meter tamper), customers may be billed for the entire amount due the istrict from the fraud origination date forward. Deleted: ings i Deleted: residence or business Deleted: ing _ _� Deleted: ing Deleted:ing - — Deleted: ing Deleted: ing Deleted: but are not limited to Deleted: ing Deleted: , Deleted: ing Deleted: TDPUD �.08.010.15 In the event an error has been made by the District resulting in an account Moved pnsertien) [z] being billed on an incorrect rate, the District will refund to the customer the overcharge Deleted: s.2a.o�o.� back to the date such error occurred. 5.08.020 Billing Procedure -Local, State or Federal Agencies Due to the cumbersome procedures that are required of local, state and federal agencies to process their accounts payable, the fact that their bills are often paid monthly and the fact that the Deleted: and {00719049.Docx2)15 Title 5, Customer Relations District has never had awrite-off for a local, state or federal agency, the following procedure will be followed: 5.08.020.1 All local, state and federal agencies will be exempt from late charges. 5.08.020.2 Collection notices will be mailed in a timely manner and collection procedures will be followed as usual. 5.08.020.3 Should a local, state or federal agency reach the disconnect for non-payment step in the collection procedure, the account will be referred to the Customer Services Manager for special handling. 5.08.030 Bill Payment 5.08.03.1 Form of Pavment — Paymenl;,of bills maybe made by cash, check, cashier's check, money order, credit or debit card, or electronic funds transfers. 5.08.03.2 Payment Options -Customers may pay their bill in the District office, by mail, online at www.tdpud.org, through electronic funds transfer, third party credit card service, third party bill payment service, or night depository. Do not pay cash when using the night depository. Automatic payment via credit card or electronic debit to a checking / savings account requires online or signed authorization, service cost. Customers receiving service for a minimum of one year are eligible to enroll in the Equal Pavment Plan option. The customer will receive a monthly bill for the estimated monthly average of the preceding 12 months. CHAPTER 5.09 OWNER/RENTER RESPONSIBILITIES -SERVICE TRANSFERS Section: 5.09.010 Owner/Renter Responsibilities 5.09.010 Owner/Renter Responsibilities 5.09.010.1 Each person who signs the District's service application, and is accepted by the District, becomes the District's customer and is individually responsible for all charges regarding water and electric service provided to the requested service address. {00719049.00cx2}16 Title 5, Customer Relations Formatted: Indent: Left: 0", First line: 0" Formatted: Font: Not Bold Deleted: s Deleted: Please d Commented [SCG7]: is this intended to be for electric customers only or for water customers also? Formatted: Superscript Formatted: Font: Not Bold 5.09.010.1(A) Services maybe denied for the following reasons: • Failure to provide qualifying photo ID or valid social security information for validation • The District believes an account transfer is made to fraudulently avoid payment of a prior balance • The applicant or other persons who are listed on the lease have failed to pay balances on prior accounts 5.09.010.2 Customers are responsible for making payments to the correct account number. Failure to utilize the correct account number could result in late payment penalties and/or collection activities on the unpaid account. 5.09.010.3 In the event a customer desires to transfer service into another person's name, such that the transferee is to become the District's customer, the transferee must make a separate service application and post the appropriate deposit with the District. Prepaid service transfers will not require a deposit. Written or verbal notice by a customer that he desires to transfer service into another person's name will not be recognized by the District, and that customer shall continue to be individually responsible for all utility charges until such time as a new service application is completed and accepted, and the appropriate deposit received. 5.09.010.4 In the event a customer desires to terminate his .responsibility for payment of utility charges, .he must personally request that the utility service be disconnected. 5.09.010.5 A property owner or his., agent may authorize that service to itis_property be continued (automatic transfer) in the event that the current customer requests service be taken out of his_name or be disconnected. The property owner or his, agent shall remain responsible for all utility service charges whether or not the tenant has vacated the premises. Auto Transfer customers must maintain good credit with the District in order to be able to continue with this service. 5.09.010.E The District assumes no responsibility for enforcing or interpreting any agency or rental agreement between its customers and jts tenants or agents. The District reserves the right to cancel an Auto Transfer agreement if all requirements are not met. Auto Transfer agreements must comply with the following district requirements: J -lomeowners wishing to have service disconnected must make their request in< writing. • Homeowners agree to pay for all electric and water service delivered to vacant Deleted: or she I Deleted: their Deleted:they Deleted: /her Deleted: their Deleted: their I Deleted: lher Deleted: t � Deleted: their Deleted: 5.09.010.E (A) Owners Formatted: Font: Arial Formatted: Formatted: List Paragraph, Bulleted + Level: 1 +Aligned at 0.5" +Indent at: 0.75" Formatted: Font: Arial . Commented [SCG8]: Do we want to include this 'number or leave it out, as it should appear in the schedule of fees? Deleted: A