02 — Capability · BC-1560.40
Payment Arrangements & Disconnection
Help customers who fall behind keep service through regulated payment plans and, when disconnection cannot be avoided, carry it out only as the rules allow and restore service promptly once conditions are met.
- Disconnect for Non-Payment
- Utility Credit & Collections
- Arrears Management
In scope
- Deferred payment and installment arrangements
- Disconnection notice content and timing rules
- Disconnection for non-payment and reconnection
- Prepayment meter arrangements
Out of scope
- Generic collections strategy, dunning and write-off (see BC-250.30)
- Credit assessment and terms (see BC-250.20)
- Medical and weather protections that stop disconnection (see BC-1560.50)
- Remote disconnect commands sent to meters (see BC-1550.20)
Decomposes into · 5
- BC-1560.40.10Deferred Payment ArrangementsOffer installment plans on arrears that meet regulated minimum terms and track whether each plan is kept.
- BC-1560.40.20Disconnection Notice ComplianceIssue disconnection notices with the required content, lead times and channels, and keep proof that each one was sent.
- BC-1560.40.30Disconnection for Non-PaymentSelect accounts eligible for disconnection after every protection has been checked, and carry out the disconnection safely.
- BC-1560.40.40Utility Service ReconnectionRestore supply within required times once payment or arrangement conditions are met, and apply any reconnection fee the tariff allows.
- BC-1560.40.50Prepayment Meter ArrangementsMove customers to or from prepayment where the rules allow, set debt recovery rates, and check that they are not going without supply.