Payment Arrangements Guide

Purpose: This document outlines the procedures and policies regarding payment arrangements. It provides guidelines on handling customer requests for payment extensions to ensure proper communication and documentation.

What is a Payment Arrangement?

A Payment Arrangement is an agreement between the Retail Energy Provider (REP) and the customer that allows the customer to settle outstanding bills after the due date.

·         Example Scenario:

·         Account: 105440

·         Bill Due Date: March 31, 2025

·         Final Payment Date: To avoid disconnection, the customer must pay by April 10, 2025, if unpaid.

Procedure for Handling Payment Arrangement Requests:

1. Assess Customer Eligibility:

·         Confirm if the customer has received a disconnection notice.

·         Verify the outstanding balance and the account status.

2. Standard Payment Arrangement Terms:

·         If the customer requests a payment arrangement after receiving a disconnection notice, extend the due date by five consecutive days (including weekends) without requiring supervisor approval or placing a switch hold.

·         If the customer requires an extension beyond five days, offer a Deferred Payment Plan instead.

3. Documentation Requirements:

·         Write a detailed note including:

·         Agreed payment amount

·         Date the payment will be made

·         STICKY the note in the account to ensure the transaction does not trigger disconnection for non-payment.

4. Communicating with the Customer:

·         Clearly explain the terms of the payment arrangement

·         Advise the customer that failure to make the agreed payment on time may result in service disconnection

·         If a Deferred Payment Plan is necessary, provide details on eligibility and terms.

Important Reminders:

·         Always confirm and document the arrangement before ending the call.

·         Ensure the STICKY note is visible to prevent system-automated disconnection.

·         If a customer requests multiple extensions, escalate to a supervisor for review.

This procedure ensures consistency in handling payment arrangements while maintaining compliance with company policies and customer service standards.