Past Due Collection Policy & Protocol for Trout Gulch Water Mutual

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Thomasina Burns
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1 1. PURPOSE The purpose of this document is to identify the customer past due notification process and financial procedure including shutting off or reconnecting customers. 2. SCOPE Trout Gulch Mutual Water Company This SOP must be in compliance with the TGW Bylaws document. 3. ASSOCIATED DOCUMENTS TGW Bylaws 15 Day Past Due Notice 48 Hour Shutoff Notice P001 Areas of Responsibility Policy P002 Member Reinstatement Policy P005 Tenant-Renter of TGW Membership Households Policy P006 Change in Membership Protocol Policy P007 Member Hardship Policy P008 Repetitive Delinquency Policy 4. DEFINITIONS Responsible Payer: Can be a Member, Renter, or Real Estate Agency or Mortgage Company Operations Staff: Assistant System Operator, System Operator, Staff, or Board Member. 5. PROCEDURE 5.1 Billing Schedule Table METER READING BILL SENT OUT BILL PAYMENT DUE ON OR BEFORE PAST DUE NOTICE MAILER ($10 LATE FEE AFTER 1ST) 48 HOUR SHUT OFF NOTICE AT DOOR END OF JUNE BEGINNING JULY AUGUST 1ST MID AUGUST AFTER MAILER END OF AUGUST BEGINNING SEPTEMBER OCTOBER 1ST MID OCTOBER AFTER MAILER END OF OCTOBER BEGINNING NOVEMBER DECEMBER 1ST MID DECEMBER AFTER MAILER END OF DECEMBER BEGINNING JANUARY FEBUARY 1ST MID FEBRUARY AFTER MAILER END OF FEBRUARY BEGINNING MARCH APRIL 1ST MID APRIL AFTER MAILER END OF APRIL BEGINNING MAY JUNE 1ST MID JUNE AFTER MAILER END OF JUNE BEGINNING JULY AUGUST 1ST MID AUGUST AFTER MAILER 1 of 5

2 5.2 As per the table above, the Bookkeeper will send out the Bi-monthly water service bills as soon as possible after the 1st of the billing month. 5.3 The bill payment due date is on or bee the 1st day of the following month. If payment has not been made by that 1 st day, it bill is considered late and a delinquent charge of $10 is applied to the account. 5.1 If a Responsible Payer has not paid by the 10 th of the following month, the Bookkeeper will then send out a Bill Statement with the total balance owed to the Responsible Payer which has the delinquent charge included A past due list is generated and reviewed at the 3 rd Tuesday staff meeting. 5.2 If the Responsible Payer still has not paid their water service bill by the 3 rd Tuesday after the 15th day of the month, a 48 Hour Shutoff Notice will be placed at the water service residence If the required payment is received prior to shutoff of the water service, the Bookkeeper will notify the Operations Staff to remove member from shutoff list If the Responsible Payer still has not paid the water bill within the 48 time frame, the Operations Staff will then shutoff and lock the water service. 5.3 Once the Bookkeeper receives the certified check or money order full payment including fees, the Bookkeeper will notify the Operations Staff to reconnect the water service Requests reconnection during normal business hours of Monday Friday 8AM to 5PM will be made within 4 business hours at a charge of $100 will be applied to the account Requests reconnection outside normal business hours will be made on a best eft System Operator availability basis and charged $ Once the water service has been reconnected, the Operations Staff will then notify the Bookkeeper and Responsible Payer that the water service has been reconnected. 5.4 If payment still has not been made and the Responsible Payer has not contacted TGW, TGW will then send out a 20 day Lien Notification to the Member. 5.5 If the member has not contacted or paid the balance due, a Lien is placed on the property until all fees are paid as stated in TGW Bylaws. 2 of 5

3 Billing Statement sent after 10 th of past due month 3 of 5

4 48 Hour Water Shut Off Notice 4 of 5

5 REVISION RECORD REV NAME DATE Initial Release Nov. 24, 2009 A Patricia Newby TGW Staff 4/23/15 APPROVAL RECORD Board voted to approve P014 TGW Past Due Collection Policy & Protocol on 4/16/15. 5 of 5

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