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HomeMy WebLinkAbout15 Resolution Customer Relations Agenda Item # 15 RUC DONNER Public Utility District ACTION To: Board of Directors From: Mary Chapman Date: March 18, 2009 Subject: Approve the Resolution for Revisions to District Code, Title 5 Customer Relations 1. WHY THIS MATTER IS BEFORE THE BOARD Modification of the District Code is solely within the purview of the Board. 2. HISTORY At the August 6, 2008 meeting, the Board adopted updates to Title 5, Customer Relations. Since that time, staff has worked with the revised policy and has found additional changes that need to be made. At the March 4, 2009 meeting, staff presented proposed changes to include additional procedures and provide clarifying language. 3. NEW INFORMATION The proposed change to the policy includes the following: Section 5.08.010.7 Adds language defining the number of months for amortization of unpaid balances and sets guidelines for dollar amounts to be amortized; and Section 5.12.010.4(A) Clarifies methods of contact when notifying customers of pending termination of service for non payment (48 Hour Final Notice); and Section 5.16.010.2 Adds language allowing up to 24 months for amortization of unpaid balances of $300 or greater. Attached are the following documents: Attachment 1 is the redline version of the proposed changes to the policy; Attachment 2 is the revised version of the policy without the redline changes; Attachment 3 is the Resolution adopting the changes. 4. FISCAL IMPACT There is no direct fiscal impact associated with this action. 5. RECOMMENDATION Approve the attached Resolution Adopting Amendments to the District Code Title 5, Customer Relations. Mary Chapman Michael D. Holley Administrative Services Manager General Manager Attachment 1 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. Unpaid balances of less than $300 may be amortized over a reasonable period of time not to exceed 12 months Unpaid balances of $300 or greater may be amortized over.a period of time not to exceed 24 months. 5.12.010.4(A) The District shall mail a 48 hour final notice of termination to the customer prior to disconnect. Additionally, the District shall make a reasonable, good faith effort to contact an adult person residing at the premises of the customer. At least 48 hours prior to any termination of service a combination of customer contacts methods will be used. These methods include mail telephone personal contact or door hanger. When telephone or personal contact cannot be accomplished, the District shall post in a conspicuous location at the premises, a notice of termination of service, at least 48 hours prior to termination. Every notice of termination of service shall include items of information as listed in Sections 5.12.010.3 (A), (B), (C), (F) and (G) above. 5.16.010.2 After notification that a dispute exists, the District shall make an appropriate investigation and shall report the result to the customer within 10 working days. The review shall include consideration of whether the customer should be permitted to amortize the unpaid balance of his account over a reasonable period of time Unpaid balances of $300 or less may be amortized over a period not to exceed 12 months. Unpaid balances of $300 or greater may be amortized over a period not to exceed 24 months. No termination of service shall be effected for any customer complying with an amortization agreement, if the customer also keeps the account current as charges accrue in each subsequent billing period. If the customer does not comply with the amortization agreement, it will be considered non-payment and the District will immediately mail a Final Notice to the customer and proceed with termination according to Section 5.12.010.4(A) through (1) above. Attachment 2 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. Unpaid balances of less than $300 may be amortized over a reasonable period of time not to exceed 12 months. Unpaid balances of $300 or greater may be amortized over a period of time not to exceed 24 months. 5.12.010.4(A) The District shall mail a 48 hour final notice of termination to the customer prior to disconnect. Additionally, the District shall make a reasonable, good faith effort to contact an adult person residing at the premises of the customer. At least 48 hours prior to any termination of service a combination of customer contacts methods will be used. These methods include mail, telephone, personal contact, or door hanger. When telephone or personal contact cannot be accomplished, the District shall post in a conspicuous location at the premises, a notice of termination of service, at least 48 hours prior to termination. Every notice of termination of service shall include items of information as listed in Sections 5.12.010.3 (A), (B), (C), (F) and (G) above. 5.16.010.2 After notification that a dispute exists, the District shall make an appropriate investigation and shall report the result to the customer within 10 working days. The review shall include consideration of whether the customer should be permitted to amortize the unpaid balance of his account over a reasonable period of time. Unpaid balances of $300 or less may be amortized over a period not to exceed 12 months. Unpaid balances of $300 or greater may be amortized over a period not to exceed 24 months. No termination of service shall be effected for any customer complying with an amortization agreement, if the customer also keeps the account current as charges accrue in each subsequent billing period. If the customer does not comply with the amortization agreement, it will be considered non-payment and the District will immediately mail a Final Notice to the customer and proceed with termination according to Section 5.12.010.4(A) through (1) above. TRUCKEE DONNER Public ,. c Resolution No. 2009 - XX ADOPTING AMENDMENTS TO THE DISTRICT CODE TITLE 51 CUSTOMER RELATIONS WHEREAS, the Board of Directors of the Truckee Donner Public Utility District wishes to amend the District Code Title 5, Customer Relations; and WHEREAS, the District Code provides rules and regulations intended to convey a comprehensive description of the manner in which the District operates, handles customer relations, billing and delinquent accounts; 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, a workshop was held on March 4, 2009 for the Board to review and comment on the District's Collection Process; and WHEREAS, revisions have been made to sections 5.08.010.7, 5.12.010.4(A) and 5.16.010.2 to reflect language defining the amortization of unpaid balances, dollar guidelines and methods of contact for non-payment; and WHEREAS, the revised version of Title 5 will bring the District's customer relations policies up-to- date and will replace all preceding resolutions in Title 5. NOW THEREFORE, BE IT RESOLVED, that the Board of Directors does hereby adopt the amended District Code, Title 5 Customer Relations, Exhibit "A". 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 day of , 2009 by the following roll call vote: AYES: ABSTAIN: NOES: ABSENT: TRUCKEE DONNER PUBLIC UTILITY DISTRICT By J. Ron Hemig, President ATTEST: Michael D. Holley, Clerk of the Board EXHIBIT "A" 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. Unpaid balances of less than $300 may be amortized over a reasonable period of time not to exceed 12 months. Unpaid balances of $300 or greater may be amortized over a period of time not to exceed 24 months. 5.12.010.4(A) The District shall mail a 48 hour final notice of termination to the customer prior to disconnect. Additionally, the District shall make a reasonable, good faith effort to contact an adult person residing at the premises of the customer. At least 48 hours prior to any termination of service a combination of customer contacts methods will be used. These methods include mail, telephone, personal contact, or door hanger. When telephone or personal contact cannot be accomplished, the District shall post in a conspicuous location at the premises, a notice of termination of service, at least 48 hours prior to termination. Every notice of termination of service shall include items of information as listed in Sections 5.12.010.3 (A), (B), (C), (F) and (G) above. 5.16.010.2 After notification that a dispute exists, the District shall make an appropriate investigation and shall report the result to the customer within 10 working days. The review shall include consideration of whether the customer should be permitted to amortize the unpaid balance of his account over a reasonable period of time. Unpaid balances of $300 or less may be amortized over a period not to exceed 12 months. Unpaid balances of $300 or greater may be amortized over a period not to exceed 24 months. No termination of service shall be effected for any customer complying with an amortization agreement, if the customer also keeps the account current as charges accrue in each subsequent billing period. If the customer does not comply with the amortization agreement, it will be considered non-payment and the District will immediately mail a Final Notice to the customer and proceed with termination according to Section 5.12.010.4(A) through (1) above.