Customer Care Policy Manual - Memphis Light, Gas and Water
2018
Customer Care Policy Manual
for Residential and General Power Customers
Notice of Revision This Customer Care Policy Manual supersedes and revokes all prior versions of the Memphis Light, Gas and Water Credit Policies, memos, bulletins or procedures on any subjects listed herein that have been issued prior to the date occurring below. This revised Customer Care Policy is effective July 1, 2018
MLGW Customer Care Policy ? 2018
Preface
This Customer Care Policy Manual contains credit, collection and billing policies that are now in effect.
The purpose of this document is to establish consistent and equitable policies governing the establishment of utility service, eligibility for service, credit, deposits, billing, payments, dispute resolution, unauthorized utility usage, special programs, termination of service and customer rights for all Memphis Light, Gas and Water Division customers. The responsibilities of MLGW, MLGW employees and customers are outlined herein. It is the expectation that all parties will demonstrate good faith in all transactions and disputes.
The policies are applied without regard to race, color, creed, gender, national origin or marital status.
The policies contained in this manual have been developed in a manner consistent with directives provided by the MLGW Board of Commissioners as contained in the Customer Bill of Rights dated July 1, 2018 as amended.
With the exception of the President/CEO, or his designee, no officer, agent or employee of MLGW has the authority to waive the provisions of the Customer Care Policy Manual unless specifically authorized to do so by the Board of Commissioners of the Memphis Light, Gas and Water Division. Any deviations or exceptions made by the President/CEO shall be presented to the Board of Commissioners for review within 30 days. The Board may delegate this authority from time to time as necessary. The Board may revise this manual at any time and may modify or suspend any portion of it temporarily or permanently.
The policies contained in this document are subject to an annual review and may be amended from time to time as necessary.
This document supersedes all previous Customer Care Policies.
Note: Issues regarding the construction of utility services are governed by the MLGW Electric, Gas and Water Service Policy.
i
Table of Contents
Section Preface Customer Bill of Rights
Topic
Page i 1
100.00 101.00 102.00 103.00 104.00 105.00 106.00
106.10 106.20 107.00 108.00 108.10 108.20 108.30 108.40 109.00 110.00 111.00 112.00 113.00 114.00 115.00 115.10 115.20 116.00 117.00 118.00 119.00
Conditions of Service
3
Conditional Service
4
Identification
4
Agents for Customers
5
Credit
6
Builder Applicants
7
Deposits ? Residential Customers
8
Deposits ? General Power Customers
9
Refund of Deposits
12
Billing
13
Payment
14
Payment Arrangement
15
Extended Due Date Payment
16
Second Payment Arrangement
16
Deferred Payment Plan (DEFB)
17
Late Fee Allowance
18
Utility Tampering or Diversion
18
Water Leak and Sewer Adjustments
20
Dispute Resolution
20
Disconnection of Service
21
Reconnection of Service
22
Winter Moratorium for Senior and/or Disabled Customers 23
Holiday Bill Break Moratorium
23
Weather-Related Moratoriums
24
Life Support
25
Termination of Utility Service
26
Deceased Customer
26
Definition of Terms
27
Exhibits:
A. Deposit and Delinquent Service Order Reconnected (DLQ) Criteria ? Residential 31
B. Deposit and Delinquent Service Order Generated Criteria ? General Power
33
C. Disconnection Process Timelines
34
D. Payment Arrangement Timeline
36
E. No Service Agreement Disconnection Process
37
Index
39
ii
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