02 — Capability · BC-1560.50
Customer Assistance & Protections
Keep essential service affordable and safe for customers who need extra help, through assistance programs, protections for medical and vulnerable households, and limits on disconnection in extreme weather.
- Vulnerable Customer Support
- Low-Income Programs
- Customer Protections
In scope
- Low-income discounts and bill assistance programs
- Medical and vulnerable customer registers
- Weather and seasonal disconnection moratoriums
- Payments from assistance agencies
Out of scope
- Hardship write-offs and bad debt accounting (see BC-250.30)
- Energy efficiency and demand response programs (see BC-1570)
- Accessibility of contact channels and self-service (see BC-450)
Decomposes into · 4
- BC-1560.50.10Low-Income Assistance ProgramsEnroll eligible customers in discount rates and bill assistance, verify eligibility, and report program spend to regulators.
- BC-1560.50.20Medical & Vulnerability RegisterRecord customers who depend on supply for medical equipment or are otherwise vulnerable, and apply their protections in every process that touches them.
- BC-1560.50.30Weather Disconnection MoratoriumsSuspend disconnections while temperature or seasonal rules apply, and resume them only when the moratorium ends.
- BC-1560.50.40Assistance Agency PaymentsReceive, apply and reconcile pledges and payments from government and charitable assistance agencies on customer accounts.