Service Practice Policies
Policy No. 2-2
Subject: Information to Customers
and General Information
information and service practice policies will be available to all customers
upon application for service or at any time the customer requests such
information, and shall be posted on CES’s website.
rate schedule information will be available to all customers upon application
for service or at any time the customer requests such information, and shall be
posted on CES’s website. All rate changes shall be posted on CES’s website.
twelve (12) months of a customer's billing history will be furnished to him upon
his request. The request may be made in person, by mail or telephone. There is
no charge for this service.
Policy No. 2-3
be issued monthly and shall be paid at the CES office or other locations
designated by CES. Failure to receive a bill will not release the customer from
due when issued for all classes of service. The net period allowed for payment
for all classes of service is fifteen (15) days from the date the customer is
billed. Remittance received by mail will be considered paid as of the postmark
date placed on the envelope by the United States Postal Service.
made after the due date are subject to an additional late payment charge. The
late payment charge shall be based upon five percent (5%) of the first $250.00,
plus one percent (1%) for amounts greater than $250.00 (all excluding taxes),
and shall be applied individually to each type of service billed for that
requested by the customer, CES may waive one (1) late payment charge within a
twelve (12) consecutive month period if the customer has not incurred a late
payment charge within the previous twelve (12) consecutive months.
If a bill
remains unpaid twenty-one (21) days after the billing date, service shall be
subject to termination due to non-payment.
Operating Policy No. 2-4
Disconnection of Service
discontinue electrical service for the violation of any of the Schedule of Rules
and Regulations or of the Schedule of Rates and Charges. CES may also
discontinue electrical service to the customer for the theft of services or the
appearance of theft devices on the customer’s premise, for safety reasons or to
be compliant with any city, state, county or federal regulations that require
disconnection for safety reasons.
service shall be discontinued to customers with past due accounts. Payment in
full (including all related service fees) will be required before service is
restored. An additional deposit amount may also be required.
termination of service by CES for any reason stated in this policy does not
release the customer from the obligation for any amounts due CES, including the
payment of minimum bills as specified in contracts.
for Disconnection of Service Due to Non-payment of Bill
work day next following the due date, CES will mail by U.S. Postal Service a
notice to each customer that has not paid their electric bill in full by that
due date. The notice shall state that their bill has not been paid and will be
disconnected for non-payment if not paid by the date shown on the notice, with
said disconnection date no less than five (5) days following the initial due
date. The notice shall also inform the customer of the availability of a
procedure for discussing any billing dispute with a CES representative prior to
the disconnection date shown on the notice.
fee will automatically be added to all bills unpaid as of the date shown on the
disconnection notice. If service is disconnected due to non-payment of bill,
service will not be reconnected until the total balance is paid in full,
proceed on schedule with the disconnection of service due to non-payment of bill
unless, prior to the disconnection date, the customer has notified CES of a
dispute of his bill and the dispute has yet to be settled.
Restoration of Service Following Disconnection Due to Non-payment of Bill
For safety reasons, CES employees do not take or receive payments for electric
bills in the field. Customers whose service has been disconnected due to
non-payment of bill must appear at CES’ office to present payment in full, plus
applicable service fees, in order to have electrical service reconnected during
normal business hours. In order to accommodate reconnection of electrical
service after normal business hours, the customer must sign an “AFTER-HOURS
RECONNECTION FORM” wherein they agree to make payment of all past-due amounts in
full, plus service fees, at CES’ office by 10:00 a.m. on the next busines day.
Service Disconnection due to Weather Extremes
extremely hot temperatures, CES will postpone disconnection of service due to
non-payment of bill
by the time that CES has printed the final disconnection list, the National
Weather Service has issued a heat advisory* for Tipton County for that day.
Disconnection of service due to non-payment of bill will resume as soon as the
heat advisory has been cancelled.
During extremely cold temperatures,
CES will postpone disconnection of service due to non-payment of bill
if, by the time that CES has
printed the final disconnection list, the current ambient temperature** is below
32°F and ambient temperature for that night is forecast to be less than 20°F.
Disconnection of service due to non-payment of bill will resume as soon as the
current ambient temperature rises above 32°F and ambient temperatures for that
night are forecast to be 20°F or greater.
*The National Weather
Service normally issues a heat advisory within 12 hours of the forecasted onset
of a heat index of at least 105°F or if nighttime lows are forecast to be above
80°F for 2 consecutive days.
** Current ambient
temperature and forecast temperatures will be taken from Memphis News Channel
3’s reporting station located at the Covington Crestview Middle School, as
displayed in the top-right corner of CES’ website homepage,
Service Disconnection Due to Medical Necessity
necessity is defined as a condition wherein electrical power is required to
operate life sustaining devises such as dialysis machines or life support
equipment systems. Upon CES’ receipt and approval of the “Medical Form For
Certification Of Use Of Life-Sustaining Alternating Current Electrical Devices”,
disconnection of electric service due to non-payment of bill will be postponed
for three days from the original scheduled disconnection date to allow time for
the customer to present payment in full or make alternate shelter arrangements.
The medical form must be completed by a medical doctor or nurse practitioner
licensed to practice in the state of Tennessee certifying that the disconnection
of electrical service would create a life-threatening medical condition for the
customer or other permanent resident of the customer’s household. It shall be
the responsibility of the customer to ensure that the medical form has been
completed by the medical doctor or nurse practitioner and returned to CES. The
medical form shall be updated/renewed by the medical doctor or nurse
practitioner on an annual basis, following written notification from CES to the
customer that such update or renewal is required.
life-threatening medical condition does not relieve the customer of the
obligation to pay for electrical service and related service fees. Upon
printing of the final disconnection list, CES will hand-deliver to any customer
for whom CES has previously received a medical form and whose name appears on
the disconnection list a notice that they must pay their past due electric bill
and related service fees in full by the date shown on the letter.
If full payment of the past due
amount, including related service fees, is not received by the time specified in
the notice, electric service will be disconnected without further notice. CES
will only grant this postponement of service disconnection three times during
any twelve-month consecutive period.
customer appear on the disconnection list, the service fee associated with the
reconnection process will be waived if all of the following conditions are met:
The bill is paid in full following disconnection of service, and
The customer has never been on the disconnection list for the current or
any previous account locations, and
The customer has never offered a bad check to avoid/delay disconnection
of service for non-payment of bill.
customer is terminated for non-payment and it is afterwards discovered that (a)
the person in whose name the service is established has been hospitalized under
emergency conditions just prior to termination of service, or (b) is recently
deceased, then the service fee will be waived under the following conditions:
CES must be able to verify the hospitalization or death, and
The bill must be paid in full by 1:00 P.M. on the next regular workday
following the termination day.
Close-out Due to Termination of Service for Non-Payment of Bill
remains disconnected for 15 days due to non-payment of bill, the account will be
considered as a final billing. Any customer deposit and accrued interest will
be applied to the final unpaid bill. Once this has occurred, all past-due
bills, related service fees and a new security deposit must be paid prior to
reconnection of service. Service reconnection will be handled as a new customer
Operating Policy No. 2-6
deposits, as described herin, must be paid in full before electrical service can
be established. The deposit may not be used by a customer as a means of routine
bill payment. Security deposits shall be maintained for the duration of
electrical service. Cash deposits, including accrued interest, shall be applied
to a customer’s final bill following termination of service and account
closeout, with any excess deposit remaining to be returned to the customer.
enactment of this policy, any customer who does not have an adequate security
deposit in place and whose account appears on the service termination list twice
in a twelve month period for failure to pay his balance in full shall, in
conjunction with payment of all past-due amounts, provide the required security
deposit. Said required security deposit shall be provided within 20 days of
notification or service shall be subject to termination.
Paid on Cash Deposits
deposits that have been established for twelve months or longer shall accrue
interest equivalent to the interest earned by CES’ general checking account.
Interest accrued on cash deposits will be applied as a credit on the customer’s
bill at the close of each fiscal year.
Residential Security Deposits
Residential security deposits shall be based upon approximately two times the
class average monthly bill for all residential customers as calculated during
the month in which the greatest amount of electrical energy was sold to
residential customers during the previous twenty-four month period.
new residential customers shall provide a security deposit in the amount of
$300.00 for electrical service which is based on two times the class average
monthly bill. CES will accept payment for security deposits by cash, check,
money order or credit card.
require an existing residential customer to increase his security deposit to the
amount listed above if he transfers to a new service address and does not have
an adequate deposit; opens a new account; or if he becomes a payment risk as
Power Security Deposits
general power customers shall provide a security deposit for electric service
approximately equal to twice their highest monthly bill. For existing
facilities, determination of the highest monthly bill shall be based upon actual
historical energy usage. For new facilities, determination of the highest
monthly bill shall be based upon electrical load information taken from the
building plan panel board loading data or from comparison to similar existing
require an existing general power customer to increase his security deposit to
an amount approximately equal to twice his highest monthly bill if he transfers
to a new service address and does not have an adequate deposit; opens a new
account; or if he becomes a payment risk as described above.
CES will accept any one of the following for security deposits:
“Cash Deposit”. Cash deposits will accrue interest as described herein.
“Bank Irrevocable Letter of Credit”. The Bank Irrevocable Letter of
Credit shall be worded in a manner acceptable to CES. It shall be the
responsibility of the customer to see that the Bank Irrevocable Letter of Credit
is renewed 60 days prior to its expiration. Customer’s failure to effect said
renewal may cause termination of service without notice until such time as an
adequate security deposit is provided.
“Surety Bond”. Surety Bonds shall only be accepted on CES’s Surety Bond
form. It shall be the responsibility of the customer to see that the Surety
Bond is renewed 60 days prior to its expiration. Customer’s failure to effect
said renewal may cause termination of service without notice until such time as
an adequate security deposit is provided.
“TVPPA Certified Insurance Program”. Any qualifying customer whose
total deposit requirements equal or exceed $25,000.00 may apply for acceptance
into the TVPPA Certified Insurance Program. If accepted into the program by the
insurance underwriter, the underwriter will provide surety for 90% of the
required deposit amount. The customer shall provide the balance of the required
deposit by one of the forms outlined above. Should, at any time in the future,
the insurance underwriter withdraw, deny or in any way revoke customer’s surety,
or should the TVPPA Certified Insurance Program be terminated, customer shall,
within 30 days of notification, provide the required security deposit in one of
the forms outlined above. Customer’s failure to provide the required
replacement deposit may cause termination of service without notice until such
time as an adequate security deposit is provided.
Security Deposit Amounts and Accrued Interest on Deposits
amount of the deposit requirement, as well as any interest accrued on cash
deposits, may be reviewed upon request by the customer or at CES’s discretion.