Policy on Autopayment Enrollment for Customers with Repeated Service Interruptions
Policy on Autopayment Enrollment for Customers with Repeated Service Interruptions
Purpose
To ensure consistent payment for services and minimize service interruptions due to non-payment, this policy establishes requirements for customers who have had their services shut off for non-payment on three or more occasions.
Policy Statement
Customers who have experienced service interruptions due to non-payment three times or more within a 36-month period are required to enroll in autopayment to maintain their service.
Scope
This policy applies to all residential and commercial customers receiving services.
Definitions
- Service Interruption: Any instance where service is suspended due to non-payment.
- Autopayment: A payment method that automatically deducts the due amount from the customer’s designated bank account or credit card on the scheduled due date.
Policy Guidelines
- Identification of Affected Customers
- The billing department will review customer accounts per suspension to identify those who have had services shut off for non-payment three times or more within the last 36 months.
- Notification Requirement
- Affected customers will receive a written notification informing them of the requirement to enroll in autopayment. This notification will include:
- The reason for the requirement.
- Instructions on how to enroll in autopayment.
- Information on the benefits of autopayment.
- Affected customers will receive a written notification informing them of the requirement to enroll in autopayment. This notification will include:
- Enrollment Process
- Customers must enroll in autopayment upon restoral of the service to avoid further service interruptions.
- Enrollment can be completed online, via phone or via e-mail.
- Exemptions
- Customers may request an exemption from this requirement due to financial hardship or other significant circumstances. Requests will be reviewed on a case-by-case basis.
- Compliance and Enforcement
- Failure to enroll in autopayment within the specified timeframe will result in service interruption until the customer complies with this policy.
- Customers who have successfully enrolled in autopayment and maintain consistent payment for 24 consecutive months may have the autopayment requirement reviewed.
- Policy Review
- This policy will be reviewed annually to assess its effectiveness and make necessary adjustments.
Effective Date
This policy is effective March 1st 2025 and will be enforced as outlined.
For any questions or concerns regarding this policy, customers are encouraged to contact our customer service department.