200
Customer Service
Policies
Table of Contents
Customer Service Policies
PC-200-001 General Policies Applying to Customer Service
1.00 General
2.00 Conditions of Service
3.00 Supplying Electric and Water Service
4.00 Requests for Service and Discontinuing Service
5.00 Security Deposits
6.00 Fraud
7.00 Individual Liability
8.00 Effective Date of Service
9.00 Term of Service
10.00 Rates and Charges
11.00 Billing and Payment
12.00 Dishonored or Returned Items
13.00 Credit & Debit Card Returned Payment
14.00 Payment Arrangements
15.00 Past Due and Collection Status
16.00 Disconnection and Restoration of Service
17.00 Cold and Hot Weather Rule
18.00 Flexpay Program
PC-200-002 Customer Service Adopted Fee Schedule
1
3
3
3
3
3
4
7
7
8
8
9
9
11
11
11
12
12
12
13
15
Kansas
City
Board
of
Public
Utilities
n
i<ui
i
UI
U
Policy
THE
POWER
OF COMMUNITY
General
Policies
Applying
to
Customer
Service
PC-200-OO1
Issuing
Credit,
Billing
and
Debt
Collections
for
Electric
and
Water
Service
1.00
GENERAL
1.01
Purpose:
It
is
the
responsibility
of
the
Board
of
Public
Utilities,
(KCBPU),
to
provide electric
and
water
service
to
the
residents
of
Wyandotte
County,
Kansas.
1.02
Scope:
This
policy
outlines
the responsibilities
of
KCBPU
and
the
customers
of
KCBPU,
in
accepting
use
and
submitting
timely
payment
for
services.
This
is
also
designed
to
inform
customers
of
potential
charges
associated
with
certain
situations,
and
to
ensure
all
customers
receive
uniform
and
equitable consideration.
1.03
Privacy
Policy:
KCBPU
employs a combination
of
technology
and
standard
practices
to
ensure
customer
information
is
safeguarded
from
unauthorized
access
or
exposure.
KCBPU
protects
customer
information
on
secure
systems
with
restricted
access
and
has
implemented
appropriate
security
controls
to
protect
the
information
when
it
is
stored
or
transmitted
by
us.
Contractors
acting
on
KCBPU’s
behalf
are
required
to
safeguard
customer
information.
It
may
be
necessary
—
by
law,
legal
process,
litigation,
or
requests
from
public
and
governmental
authorities
—
for
KCBPU
to
disclose
some
customer
information.
KCBPU
is
a
municipal
utility
and
is
governed
by
the
Kansas
Open
Records
Act.
KCBPU
may
also
disclose
customer
information
if
it
determines
that
for
purposes
of
national
security,
law
enforcement,
or
other
issues
of
public
importance,
disclosure
is
necessary
or
appropriate.
KCBPU
may
also
disclose
customer
information
if
that
disclosure
is
reasonably
necessary
to
enforce
KCBPU’s
terms
and
conditions
or
to
protect
operations
or
users.
2.00
CONDITIONS
OF
SERVICE
2.01
Conditions
of
A
customer
is
the
end-use
consumer
of
KCBPU’s
services
and
the
party
who
will
pay
Service:
for
their
services.
The
customer
must
pay
in
full
all
outstanding
debt
to KCBPU
prior
to
KCBPU
accepting
a
service
application
and
promptly
pay
all
bills
for
services rendered.
For
rental
locations,
the property owner(s)
/
landlord(s)
must
pay
in
full
all
outstanding
debt
on
all
of
their
account(s)
prior
to
KCBPU
accepting
a
service
application
for
any
rental
location.
3.00
SUPPLYING ELECTRIC
AND
WATER
SERVICE
3.01
Supplying Electric
Reference
Policy
Numbers
PE-310001
Section
4.00
and
PW-410-001
Section
6.00
and
Water
Service:
4.00
REQUESTS
FOR
SERVICE
AND
DISCONTINUING
SERVICE
4.01
Requests
for
Customers
and
potential
customers
of
one
or
more
of
the
utility
services
provided
shall
Service:
be
subject
to
the
provisions
of
this
policy. KCBPU
desires
to
know
as
much
about
the
customer
as
necessary
to
determine
credit
risk
and
control
bad
debt
expense.
All
current
customers
who
have
a
good
credit
rating
or
better
and
are current
with
their
utility
bill
may
make
a
new
request
by
telephone
or
BPU
web
site
when
available.
There
is
a Service
Fee
charged
by
KCBPU
to
process
information,
obtain
a
credit
report,
and
set
up
an
account
as
set
out
in
the
Fee and
Deposit
Schedule.
This
fee
is
paid
with
the
first
billing.
Picture
identification
is
required
and
a
Social
Security
Page
1
of
12
Form
No.:
094-1178-D
(01-16)
General
Policies
Applying
to
Customer
Service
Issuing
Credit,
Billing
and
Debt
Collections
for Electric
and
Water
Service
PC-200-OO1
Number
is
requested.
KCBPU
may
waive
the
Service
Fee
for
a Residential
customer
if
the
customer
signs
up
for
automatic
utility
bill
payments
by
bank
draft
and
continues
the
payments
for
at
least
one
year.
If
the
customer
cancels
the
automatic
payment
or
incurs
an
insufficient
funds
transaction
within
the
first
year,
the
Service
Fee
must
be
paid.
The
property
to
be
serviced must
qualify for
service.
If
a property
failed
inspection
or
is
determined
to
be
unfit/unsafe
for
service, service
will
not
be provided.
4.02
Discontinuing
Customers
of
one
or
more
of
the
utility
services
provided
shall
be
subject
to
the
Service:
provisions
of
this
policy.
Any
contract
made
for
services
shall
continue
in
full
force and
effect
during
its
term.
Services
shall be
discontinued
by
customer
in
accordance
with
the terms
of
the contract.
If
no
terms are
specified,
customer
may
discontinue
services
upon
giving
KCBPU
notice
at
least
one
business
day
in
advance.
In
case
no
such
notice
is
given
to
KCBPU,
the
terminating
customer
shall be
responsible
for
all
services
supplied
until
such
notice
is
given
to
KCBPU.
In
the
case
of
rental
property,
the
owner
may
contract
in
writing
for
services
to
be
continued
automatically
in
owner’s
name,
with
full
responsibility
for
payment
of
all
services thereafter
delivered,
when
services
are
terminated
at
the
request
of
any
tenant.
When a
change
of
occupancy
or
any
other
change
of
legal
billing
responsibility
occurs
on
any
service
being
rendered
by
KCBPU,
the
notice
of
this
change
shall
be
given
to
KCBPU
by
the
customer,
and
KCBPU
will
require
at
least
one
business
day
to
process
the
request.
The
outgoing
customer
shall
be
responsible
for
all
service
rendered
until
the
notice
of
change
has
been
received
by
KCBPU.
5.00
SECURITY
DEPOSITS
5.01
SecurityDeposits:
Deposits
are
assessed
in
an
effort
to
ensure
that
all
utility
invoices
are
collected,
which
assists
in
keeping
rates
from
unduly
increasing.
All
customers
will
be
subject
to
a
maximum
deposit.
The deposit
can
be
reduced
if
the
customer
supplies
KCBPU
with
approved personal,
identifiable
information.
If
such
information
is
provided,
the
deposit
may
be
determined
by
a
sliding
scale
based
on
the
credit
rating
of
the
applicant.
The
scale
will
be
determined
by
using
a
credit
rating
service
utilized
by
KCBPU.
Personal/business
information
is
necessary
for
KCBPU
to
know
the
customer
and
provide
a
basis
of
extending
credit
to
the
customer
for
their
services.
KCBPU
maintains
a
Privacy
Policy
regarding the
protection
of
personal/business
information.
The
criteria
used
in
requiring
deposits
from
customers
shall
be
as
follows:
5.02
Residential
Service
Applicants
must
provide
valid
driver’s
license,
passport,
state
or
military
identification.
Applicants:
A
service
applicant,
who
provides
a
social
security
number
that
is
returned
as
deceased,
non-issued,
belonging
to
a
person
under
the
age
of
18,
or
belonging
to
a
Page
2
of
12
Form
No.:
094-1178-0
(01-16)
General
Policies
Applying
to
Customer
Service
Issuing
Credit,
Billing
and
Debt
Collections
for Electric
and
Water
Service
PC200001
person
other
than
the applicant,
or
is
fraudulent,
shall
be
denied service
and
may
be
referred
to
the
police
or
prosecutor’s
office
if
warranted.
KCBPU
cannot
demand
that
an
applicant
provide
their
social
security
number
as
a
requirement
for
service.
However,
it
is
our
policy
that
applicants
who
refuse
to
provide
their
social
security
number
pose
a
greater
credit
risk
and
shall be
charged
the
maximum
deposit
as
set
out
in
the
Fee
and
Deposit
Schedule.
The deposit
may
be
held
until
the
account
is
finaled.
Residential
Service
Applicants
—
Homeowners
All
properly
owners
who
reside
at
the property
being
served
will
be
required
to
complete
the
application
process.
Property
owners
wiN
need
a copy
of
their
settlement
statement
and
all
signers
to
the
statement
must
provide
necessary
information
in
order
to
obtain
service.
•
Homeowners
who
pose
a
substantial
credit
risk
may
be
charged
the
applicable
deposit
as
set
out
in
the
Fee
and
Deposit
Schedule.
•
Homeowners
who
pose
a
limited
credit
risk
may
be
charged
the
applicable
deposit
as
set
out
in
the
Fee
and
Deposit
Schedule.
•
Homeowners
who
pose
no
credit
risk
may
not
be
required
to
pay
a
deposit.
•
Homeowners
who
are
a
current
customer
of
KCBPU
and
have
not
incurred
more
than one
Late
Payment Charge
assessed
over
the
previous
twelve
months
of
history
and
there
has
been
no
disconnect
activity
may
not
be
required
to
pay
a
deposit.
In
the
event
a
homeowner(s),
who
is
not
assessed
the
maximum
deposit,
who
was
not
required
to
pay
a
deposit
or
whose
deposit was
refunded,
is
disconnected
for
nonpayment
of
a
bill
the
third
time
within
a
two
year
period,
a
deposit
as
set
out
in
the
Fee
and
Deposit
Schedule
plus
any
applicable
fees
and
taxes
may
be
imposed.
Residential
Service
Applicants
—
Renters
All
renters
who
will
reside
at
the
property
to
be
served
shall
complete
the
application
process.
First
time
applications
must
be
completed
in
person
at
the
offices
of
KCBPU.
Renters
will
need
a
copy
of
their
lease
agreement
and
all
signers
to
the
lease
must
provide
necessary
information
in
order
to
obtain
service.
•
Renters
who
pose
substantial
credit
risk
may be
charged
the
applicable
deposit
as
set
out
in
the
Fee
and
Deposit
Schedule.
•
Renters
who
pose
limited
credit
risk
may
be
charged
the
applicable deposit
as
set
out
in
the
Fee
and
Deposit
Schedule.
•
Renters
who
pose
no
credit
risk
may
not
be
required
to
pay
a deposit.
•
Renters
who
are
a
current
customer
of
KCBPU
and
have
not
incurred
more
than one
Late
Payment
Charge
assessed
over
the
previous
twelve
months
of
history
and
there
has been
no
disconnect
activity
may
not
be
required
to
pay
a
deposit.
Page
3
of
12
Form
No.:
094-1178-D
(01.16)
General
Policies
Applying
to
Customer
Service
Issuing
Credit,
Billing
and
Debt
Collections
for
Electric
and Water
Service
PC200001
In
the
event
a
renter(s),
who
is
not
assessed
the
maximum
deposit,
who
was
not
required
to
pay
a
deposit
or
whose deposit
was
refunded,
is
disconnected
for
nonpayment
of
a
bill
the
third
time
within
a
two
year
period,
a
deposit
as
set
out
in
the
Fee
and
Deposit
Schedule
plus
any applicable
fees
and
taxes
may
be imposed.
Residential
Service
Applicants
—
Other
I
Contractor
All
persons
(including
contractors,
home
renovators,
etc.)
who
are
signing
for
service
and/or
will
be
responsible
for
utilities
at
the property
to
be
served
shall
complete
the
application
process.
Applicants
will
need
a copy
of
their
legal
documents
between
the
applicant
and
the
property owner
and
all
signers
to
the
documents
must
provide
necessary
information
in
order
to
obtain
service.
•
Customers
who
pose
substantial
credit
risk
may be
charged
the
applicable
deposit
as
set
out
in
the
Fee
and
Deposit
Schedule.
•
Customers
who
pose
limited
credit
risk
may
be
charged
the
applicable
deposit
as
set
out
in
the
Fee
and
Deposit
Schedule.
•
Customers
who
pose
no
credit
risk
may
not
be
required
to
pay
a
deposit.
•
Customers
who
are
a
current
customer
of
KCBPU
and have
not
incurred
more
than
one
Late
Payment
Charge
assessed
over
the previous
twelve
months
of
history
and
there
has been
no
disconnect
activity
may
not
be
required
to
pay
a
deposit.
In
the
event
a
customer(s),
who
is
not
assessed
the
maximum
deposit,
who
was
not
required
to
pay
a
deposit
or
whose deposit
was
refunded,
is
disconnected
for
nonpayment
of
a
bill
the
third
time
within
a
two
year
period,
a
deposit
as
set
out
in
the
Fee
and
Deposit
Schedule
plus
any
applicable
fees
and
taxes
may
be
imposed.
5.03
Non-Residential
•
Non-Residential
Service
Applicants
Service
Applicants:
Applicants
may
have
a
deposit
equal
to
the
sum
of
two-and-a-half
times
the
highest
bill
over
the
past
twelve
months
at
that
location.
The deposit
can
be
reassessed
every
six
months.
The
deposit may
be
waived
for
Governmental
entities
or
a
registered
501
(c)(3).
Applicants
may
not
be
assessed
a
deposit
if
they
sign
up
for
and
maintain
automatic
utility
bill
payments
by
bank
draft.
If
the
customer
cancels
the
automatic
payment
or
incurs
an
insufficient
funds
transaction,
a
deposit
will
be
assessed.
•
New
Non-Residential
Account
Deposit
Determination
When
application
is
made
for
new
business/commercial
accounts,
the
deposit
amount
may
be
based
on
estimated
type
of
usage
and
rate
structure.
As
well
other
businesses
that
fall
in
the
proposed
rate
structure
may
be
reviewed
and
used
to
determine
the
amount
of
the
deposit
based
on
their
average
monthly
Page
4
of
12
Form
No.:
094-1178-D
(01-16)
General
Policies
Applying
to
Customer
Service
Issuing
Credit,
Billing
and
Debt
Collections
for
Electric
and
Water
Service
PC200001
charges.
5.04
Form
of
the
Residential
deposits
may
be
in
the
form
of
cash,
money
order,
credit
card,
debit
card,
Deposit:
cashier’s check
or
personal
check.
Non-Residential
deposits
may
be
in
the
form
of
cash,
a
surety
bond
written
by
an
insurance
company
with
at
least
a
very
strong
or
equivalent
credit
rating
licensed
to
do
business
in
the
State
of
Kansas,
or
an
Irrevocable
Letter
of
Credit
from
a
bank
with
at
least
a
three
star
Bankrate.com
credit
rating.
(One
star
is
the
lowest
bank
rating
with
five
stars
being
the
highest
rating.)
A
non-cash
deposit
shall
require
a
provision
that
notice
must
be
given
thirty
days
prior
to
expiration
to
KCBPU
by
the bank
issuing
the
non-cash
deposit.
5.05
Credit
of
the
For
eligible
accounts, deposits
that
are
credited
will
be
applied
towards
the
outstanding
Deposits:
balance.
Any
credit
balance
on
a
finaled
account
will
be
refunded
to
the
customer.
Deposits
are
not
transferrable
from
one
service
address
to
another.
If
the
customer
has
incurred
more
than
two
penalty
assessments
during
the
two
year
period
(Residential
deposits)
or
three
year
period
(Non-Residential
deposits),
the
credit
may
be delayed.
Upon
review
of
the most
current
twelve-month
period
the
deposit
will
be
credited
when
no
more
than
two
penalty
assessments
have
occurred.
Residential
deposits
may
be
credited
to
the
customer’s
account
with
interest
two
years
after
the
customer
has
paid
the
deposit.
The
interest
is
determined
by
the
Kansas
Department
of
Administration,
Municipal
Services,
and
K.S.A.
12-822
and
as
amended.
Non-Residential
deposits
may
be
credited
to
the
customer’s
account
with
interest
three
years
alter
the
customer has
paid
the
deposit.
The
interest
is
determined
by
the
Kansas
Department
of
Administration,
Municipal
Services,
and
K.S.A.
12-822
and
as
amended.
6.00
FRAUD
6.01
Fraud:
Fraudulent
information
or
material
misrepresentations
made
to
KCBPU
in
order
to
obtain
service
will
be
cause
for
refusal
to
provide
or
discontinuance
of
service
with
a
possible
Deposit
imposed
for
reconnection
and
the
customer
must
bring
their
account
to
a
zero
balance.
Proper
authorities
may
be
notified.
7.00
iNDIVIDUAL
LIABILITY
7.01
Individual
Where
two
or
more
persons
join
in
one
written
or
oral
application
or
contract
for
utility
Liability:
service,
such
persons
shall
be
jointly
and
individually
liable
and
shall
be
billed
by
means
of
a single
periodic
bill
mailed
to
the
person
designated
on
the
application
to
receive
the
bill.
If
circumstances
warrant
it,
in
KCBPU’s
reasonable
judgment,
KCBPU
may
request
the
names
of
each
adult
occupant
residing
at
the
location
where
residential
service
is
being
provided.
When
someone
is
added
to
an
existing
account,
they
shall
be
jointly
and
individually
liable
for
the
bill
for
utility
service
supplied,
as
well
as
any
past
delinquencies
at
any
Page
5
of
12
Form
No.:
094-1178-0
(01.16)
General
Policies
Applying
to
Customer
Service
Issuing
Credit,
Billing
and
Debt
Collections
for
Electric
and Water
Service
PC200001
service
location.
KCBPU
reserves
the
right
to
transfer
any
previous
unpaid
balance
and/or
terminate
any
service
connection
if
KCBPU
later
discovers
that
the
customer
or
any
person
living
at
the
service
address
owed
a
debt
to KCBPU
that
was
not
resolved
at
the
time
of
application.
Z02
Invalid
Tenant:
Customers
having
a
change
in
status
of
the
designated
account
holder
must
notify
KCBPU
of
said
change. Customers
not
notifying KCBPU
may
receive
an
Invalid
Tenant
notification
and
may
be
required
to
apply
for
service
by
the
date
identified
within
the
notification.
A
change
in
the
status
of
the
designated
account
holder
could
be
due
to
but not
limited
to:
death,
divorce,
or
other
similar
circumstance
whereby
the
designated
account
holder
no
longer
resides
at
the
premise.
The
customer
remaining
at
the
location
will
become
the
designated
account
holder
and
may
have
new
deposit
requirements
and/or
charges
to
the
payment
plans
required.
The
customer
shall
remain
responsible
for
any
outstanding
debts
previously
incurred.
703
Deceased Tenant:
When
an
account
holder(s)
is
deceased,
KCBPU
may
request
legal
documentation
including,
but
not
limited
to,
a
death
certificate(s)
in
order
to
transfer
the
service
into
the
name
of
the
responsible
party.
If
KCBPU
receives
notice
or
determines
that
an
account
holder
is
deceased,
notification
of
account
closure
may
be
given
that
would
set
forth a
date
in
which
the
responsible
party
must
bring
the
account
balance
to
a
zero
balance
and
transfer
the
services
into
their
name
in
order
to
continue
services
at
the
location
of
the
deceased
account
holder.
704
Probate:
If
the
property
is
in
Probate,
the
executor
must
transfer
the
services
into
their
name.
If
no
executor
is
appointed,
the
services
may
be
disconnected.
KCBPU
reserves
the
right
to
request
additional
documentation
to
continue
service.
8.00
EFFECTIVE
DATE
OF
SERVICE
8.01
Effective
Date
of
KCBPU’s
rates
will
be
charged
and
bills
rendered
from
the
date
the
utility
service
is
first
Service:
requested
and/or made
available
to
the
customer.
9.00
TERM
OF
SERVICE
9.01
Term
of
Service:
KCBPU
has
no
requirements
binding
a
residential
customer
to
a
specific
term
of
service
except
in
cases
where
the
customer
has
requested
a
three-phase
power
service
and
has
entered
into
a
contract
with
KCBPU
for
a
specific
term
of
service.
Normally
a
three-phase
power
service
will
not
be
supplied
to
a
residential
customer
unless
the
customer
agrees
to
pay
KCBPU
the
cost
of
the
three-phase
service
as
per
Policy
PE-310-0Oi
Section
4.00.
The
term
of
service
for
non-residential
customers
or
any
other
contract
shall
be
as
specified
in
such
specific
contracts
as
may
be
applicable.
KCBPU
has
no
requirements
binding
a
non-residential
customer
to
a
specific
term
of
service
except
in
cases,
as
determined
by
KCBPU,
where
the
amount
of
investment
or
incentive
economically
justifies
an
executed
service
agreement
specifying
term
of
Page
6
of
12
Form
No.:
o94-1178-D
(01-16)
General
Policies
Applying
to
Customer
Service
Issuing
Credit,
Billing
and
Debt
Collections
for
Electric
and
Water
Service
PC200001
service.
10.00
RATES
AND
CHARGES
10.01
Rates
and
Charges:
Rates
and
charges
for
electric
and
water
service
to
a
customer
at
any
point
of
delivery
are
established
by
resolution(s)
adopted
and
amended
from
time
to
time
by
KCBPU
and
include
various
fees
and
penalties.
A
copy
of
the
rates
is
available
in
the
Rate
Application
Manual
on
the website
of
KCBPU.
Accounts
will
be
charged
monthly
minimum
charges,
including
Unified
Government
charges,
even
if
there
is
no
meter
usage
on
the
account.
11.00
BiLLING
AND
PA
VMENT
11.01
Billing
and
Bills
shall
be
rendered
monthly,
or
at
such
other
interval
as
KCBPU
determines
Puyment:
appropriate.
In
computing
bills
for
multiple
month
periods,
the
minimum
charges
of
the
rate
may
be
prorated
as
applicable.
If
a
meter
has
been
destroyed
by
fire
or
otherwise
fails
to
correctly
register
services
supplied,
an
estimated
bill
based
on
consumption
during
previous
periods
or
other
information
shall
be
rendered
to
the
customer.
Failure
to
receive
mail,
including
a
bill,
does
not
release
the
customer
from
obligation
of
payment.
KCBPU
can
back
bill
for
any
charges
including
but
not
limited
to
a
stuck
or
non-
operating
meter
for
up
to
three
(3)
years.
11.02
Equalized
Payment
Only
Residential
customers
can
elect
to
be
billed
in
equal
monthly
installments.
Program
(HP?):
For
a
customer
to
be
eligible
to
elect
to
be
billed
under
the
terms
of
the
EPP,
the
customer
must
meet
the
following
EPP
requirements:
•
Customer
must
have
received
service
continuously
at
their
present
address
for
twelve
consecutive
billing
periods.
•
The
customer
must
have
a
zero
(0)
balance
to
enroll
in
the
EPP.
The
total
yearly
amount
billed
under
the
EPP
shall
be
equal
to
the
amount
the
customer
would
have
been
billed
under
regular
usage,
had
they
not
elected
to
select
the
EPP.
Initial
monthly
payments
on
the
EPP
will
be
determined
by
dividing
customer’s
past
twelve
months
billed
amount
by
twelve.
The
monthly
amount
payable
may
be
adjusted
from
time
to
time
by
KCBPU,
to
reflect
any
rate
changes,
balance
changes,
and
the
customer’s
recent
consumption
history.
The
EPP
will
continue
automatically
unless
terminated
for
any
of
the
following
reasons:
•
The
customer
closes
the
account.
In
that
event,
KCBPU
will
render
a
final
bill
based
on
the
actual
unpaid
usage.
•
The
customer
requests
termination
of
the
program.
Upon
termination,
the
customer’s
unpaid
balance
shall
be
due
and
payable
with
their
next
bill.
Page
7
of
12
Form
No.;
094-1178-0
(01.16)
General
Policies
Applying
to
Customer
Service
Issuing
Credit
Billing
and
Debt
Collections
for Electric
and Water
Service
PC200001
•
If
the
customer
fails
to
make
timely
payments
of
the
amount due
on
the
bill
rendered,
the
EPP
may
be
terminated
and
the
customer’s
bill
shall
be due
and
payable
based
upon
actual
usage.
•
If
the
customer
has
a
payment
returned,
the
customer
may be
removed
from
the
EPP.
Upon
termination,
the
customer’s
unpaid
balance
shall
be
due and
payable
with
their
next
bill.
If
the
customer’s
EPP
is
terminated
by
KCBPU,
the
customer
must
pay
the
balance
in
full
immediately
in
order
to
be
reinstated
to
the
payment
program.
11.03
Prorated&
Bills
for
more
days
or
less
days
than
the
normal
billing
cycle may
be
prorated
for
the
Estimated
Bills:
actual
days
of
service
in
accordance
with
the
monthly
schedule
applicable
thereto.
11.04
Due
Dates:
The
due
date
is
indicated
on
all
bills
and
this
date
means
that
payment
must
be
received
by KCBPU
on
or
before
the
indicated
date
to
avoid
a
late
charge
and
potential
disconnection
of
service.
For
reference,
various
payment
options
are
listed
below:
•
Lobby
window
•
Authorized
Payment
Kiosk
•
Online
•
Phone/IVR
•
Drop
Box
at
KCBPU
headquarters
•
ACH
(Automated
Clearing
House)
•
Wire
payment
Note:
All
payments
are cleared
electronically
including
checks.
Collection
at
a
customer’s
residential property
location
is
not
permitted.
11.05
Waiver
of
Late
Customers
who
are
at
least
62
years
of
age
and
meet
the
federal
poverty
guidelines
Payment
Charge
may
submit
an
application
and
proof
of
income
to KCBPU
requesting
a
waiver
of
the
for
Customers
in
Late
Payment
Charge.
Future
Late
Payment
Charges
will
be
waived
if
the
application
Special
is
approved.
Customers
will
be
notified
in
writing
if
the
application
is
approved
or
Circumstances:
denied.
11.06
Payment
KCBPU
allocates payments
to
the
oldest
charges
first.
KCBPU
will
not
allocate
Allocation:
payments
per
customer’s
request
or
demand.
12.00
DISHONORED
OR
RETURNED
ITEMS
12.01
Dishonored
or
Bad
This
policy
will
apply
to
customer
payments
returned
by
the
bank
for
reasons
such
as
Checks:
insufficient
funds,
account
closed,
etc.
If
a
payment
is
returned
by
the
bank,
it
may
be
converted
to
an
Automated
Clearing
Page
8
of
12
Form
No.:
094-1178-D
(01.16)
General
Policies
Applying
to
Customer
Service
Issuing
Credit,
Billing
and
Debt
Collections
for
Electric
and
Water
Service
PC200001
House
(ACH)
electronic
transaction
for
re-presentment
and
collection.
The
customer
may
be
charged
the
Kansas
Statutory
maximum
established
rate
for
a
nonsufficient
funds
check.
This
rate
is
designated
by
the
state
of
Kansas
to
establish
a
fair
compensation
to KCBPU
for
its
efforts
to
process
and
collect
dishonored
or
bad
checks
and
the
applicable
statute
is
K.S.A.
60-2610.
Upon
receipt
of
a
dishonored
check
for
any
reason,
KCBPU
may
disconnect
the
customer’s
utility
services
if
the
check
is
not
redeemed
or
payment
of
the
check
and
fee
is
not
received.
If
services
are
disconnected
for
a
returned check,
all
past
due
monies
and
the
return
check
amount
and
fees
become
due
immediately.
A
dishonored
check
cannot
be
covered
by
another
check.
Upon
receipt
of
two
dishonored
checks,
KCBPU
may
notify
the
customer
in
writing
that
future
payments
to
KCBPU
will
be
accepted
by
cash,
money
order,
cashier’s
check,
or
wire
payment
only.
13.00
CREDIT
&
DEBIT
CARD
RETURNED
PAYMENT
13.01
Credit
Card
When
the
customer
has
paid
by
credit
and/or
debit
card
and
the
payment
is
returned,
Returned
Payment:
KCBPU
will
follow
the
procedures
similar
to
those
described
above
for
dishonored
checks.
Future
payments
will
be
accepted
by
cash,
money
order,
cashier’s
check,
or
wire
payment
only.
14.00
PA
YMENT
ARRANGEMENTS
14.01
Payment
KCBPU
may
allow
a
customer
to
enter
into
an
agreement
for
an
acceptable
payment
Arrangements:
arrangement
if
the
customer
is
unable
to
pay
the
full
amount
of
the
utility
bill
by
the
due
date
in
accordance
with
this
section.
Payment
arrangements
are
not
available
for
non
residential
customers,
a
customer
whose
service
is
currently
disconnected
or
scheduled
for
disconnection
that
day,
or
a
returned
payment
amount.
Customers
must
keep
their
account
current
by
paying
any
new
utility
charges
billed
in
order
to
maintain
the
payment
arrangement
or
other actions
on
delinquent
accounts.
Late
charges
may be
applied
to
all
past
due amounts.
To
initiate
a
payment
arrangement,
the
customer
must
contact
KCBPU.
If
payment
arrangement
is
broken,
utility
services
are
eligible
for
disconnection
without
prior
notification.
A
customer
is
allowed
up
to
three
terminated
arrangements
per
calendar
year.
Customers
who
have
been
issued
a
corrected
bill
may
be
offered
payment
arrangements.
Acceptable
payment
arrangements
will
be
determined
at
the
time
the
customer
contacts
KCBPU
to
make
the
payment
arrangement
agreement.
15.00
PAST
DUE
AND
COLLECTION
STATUS
15.01
Past
Due
and
An
account
that
remains
unpaid
or
is
past
due
may
be
subject
to
the
following
actions:
Collection
Status:
•
Account
past
due:
A
Late
Payment
Charge
will
be
added
to
the
bill.
•
Disconnect:
The
customer’s
utility
service(s)
may
be
disconnected.
Page
9
of
12
Form
No.:
094-1178-D
(01-16)
General
Policies
Applying
to
Customer
Service
Issuing
Credit,
Billing
and
Debt
Collections
for Electric
and Water
Service
PC200001
•
Fees:
A
disconnect
fee
may
be
charged
for
meter
disconnects.
Past
due
charges, fees,
penalties,
and
deposits
may
have
to
be paid
in
order
to
re
establish
services.
•
Collections:
The
bill
may
be turned
over
to
collections
or
a
lawsuit
may
be
filed.
•
Property
Lien:
Subject
to
Kansas
law,
KCBPU
may
pursue
property
liens.
KCBPU
reserves
the
right
to
continue
to
collect
the
amount
due
and
require
full
payment
before
rendering
new
service.
16.00
DISCONNECTION
AND
RESTORATION
OF
SERVICE
16.01
Disconnection
of
If
the
“amount
due
now”
as
indicated
on
the
bill
is
not
paid
on
or
before
the
due
date,
a
Service:
Late
Payment
Charge
as
determined
by
KCBPU
may
be
added
to
the
bill.
A
courtesy
phone
call
may
be
attempted
to
the
phone
number
on
file
to
notify
the
customer
of
a
late
payment.
Non-payment
of
the
bill
can
result
in
disconnection
of
service.
When
an
account
is
in
non-payment
status,
a
notice
is
given
that
utility
services
may
be
eligible
for
disconnection;
this
is
a
“Disconnection
Notice”.
If
the
bill
remains
unpaid,
a
courtesy
phone
call
may
be
attempted
to
the
phone
number
on
file
to
notify
the
customer
of
a
pending
disconnection.
Payment
must
be
made
before
the
cutoff
date
noted
on
the
bill
to
avoid
being
disconnected.
Any
previous
unpaid
amount
is
eligible
for
disconnect
at
any
time,
16.02
Restoration
of
In
order
to
restore
disconnected
service
the
customer
must
pay
all
past
due
fees,
Service:
penalties,
and
bills,
plus
the
appropriate
deposit
if
applicable.
Customers,
after
making
the
required
payment,
can
call
the
confirmation
line
at
913-
573-9191
for
restoration.
Services
should
be
restored
within
2
hours.
If
for
some
reason
the
services
are
not
restored
in
2
hours,
please
contact
BPU
and
allow
up
to
24
hours
for
service
restoration.
1700
COLD
AND
HOT
WEATHER
RULE
17.01
Cold
and
Hot
During
summer
months,
on
any
day
when
the
National
Weather
service
forecasts
the
Weather
Rule:
temperature
will
rise
above
95
degrees
Fahrenheit,
or
the
heat
index
will
rise
above
105
degrees
Fahrenheit,
KCBPU
will
not
disconnect
electric
service
for
non-payment
of
bills.
During
the
period
of
November
1st
through
March
31st,
KCBPU
will
not
disconnect
Residential
electric
customers
for
non-payment
of
bills
when
the
National
Weather
Service
forecasts
the
temperature
will
remain
at or
below
32
degrees
Fahrenheit
for
24
hours.
KCBPU
will
check
the
weather forecasts
daily
between
8:00
AM
and
9:00
AM.
Water
service
can
be
disconnected
at
any
time.
To
avoid
being
disconnected,
the
customer
must
contact
KCBPU to
check
eligibility
and
establish
a
payment
arrangement.
Please
refer
to
Payment
Arrangement
section
for
additional
requirements.
Page
10
of
12
Form
No.:
o94-117e-D
(01-16)
General
Policies
Applying
to
Customer
Service
Issuing
Credit,
Billing
and
Debt
Collections
for
Electric
and
Water
Service
PC200001
18.00
FLEXPAY
PROGRAM
18.01
FlexPay
Program:
Residential
electric
customers
may
qualify
to
receive
services
under
KCBPU’s
prepay
service
program
called
FlexPay.
The
following
provisions
apply
to
the
FlexPay
program:
•
Only
customers
with
electric
Advanced
Metering
Infrastructure
(AMI)
meters
are
eligible
for
the
FlexPay
program.
•
Prior
to
being
approved
for
the
FlexPay
program,
the
customer
must
agree
to
the
Service Agreement.
•
Customers
flagged
as
Life
Support
customers
are
not
eligible
to
participate.
•
Deposit
requirements
may
be waived.
•
FlexPay
customers
are
not
eligible
for
the
Equalized
Payment
Program.
•
Disconnection
charges
may
apply.
•
KCBPU
offers
customers
in
the
FlexPay
program a
notification
when
the
customer’s
balance
reaches
a
Low
Balance
threshold
and
when
the
balance
becomes
negative.
KCBPU
will
not
disconnect
the
customer
until
the
next
business
day
after
notification
is
attempted.
After
disconnection,
KCBPU
will
provide
customers
with
a
minimum
payment amount
required
to
re-establish
service.
•
KCBPU
will
make
available
a
separate
website
for
all
customers
in
the
FlexPay
program.
•
FlexPay
program
service
customers
are
responsible
for
purchasing
services
in
advance
of
usage.
For
customers
in
arrears
before entering
the
FlexPay
program, the
percentage
of
their
payments
that
will
be
applied
to
debt
recovery
may be
25%.
•
A
customer
electing
to
return
to
postpaid
service
may
have
the
same
payment
plan
options
as
any
other
residential
customer
after
satisfying
the
conditions
set
forth
in
the
FlexPay
program.
Conditions
that
may
require
a
new
or
modified
deposit
are
described
in
the Security
Deposits
section.
For
reference,
various
payment
options
are
listed
below:
•
Lobby
Window
•
Authorized
Payment
Kiosk
•
On-line
•
Phone/I
VA
•
Drop
Box
at
KCBPU
headquarters
Note:
All
payments
are
cleared
electronically
including
checks.
Page
11
of
12
Form
No.:
094-1178-D (01.16)
General
Policies Applying to
Customer
Service
Issuing
Credit
Billing
and
Debt
Collections
for Electric
and Water
Service
PC200001
REVISION
HISTORY
Board
Approval
Prior
Version
#
Required
[Effective
Date]
Owner
[Author]
Approver
Yes
Name
Johnetta
Hinson William
Johnson
2.00
5-1-2019
Title
Manager
of
Customer
Service General
Manager
Current
Version
#
[Effective
Date]
Owner
[Author]
Approver
1.00
Name
Johnetta
Hinson
William
Johnson
2-19-2020
Title
Manager
of
Customer
Service
General
Manager
Description
of
Policy
number
has
changed
to
align
with
the
utility
wide
policy
review
Changes:
and
update
project.
Section
11.00
Resale
of
Services was
made into
a
policy. Policy
revised
to
current
practices.
Resolution
5251
Number
General Manager
Signature/Date
—
2o.
-
Form
No.:
094-1178-D
(01-16)
Page
12
of
12
KANSAS
CITY
Kansas
City
Board
of
Public
Utilities
BPU
Rules
and
Regulations
THE
POWER
OF COMMUNITY
Customer
Service
Adopted
Fee
and
Deposit Schedule
PC-200-002
1.00
CUSTOMER
SERVICE
ADOPTED
FEE
AND
DEPOSIT
SCHEDULE
1.00
1.
Service
Fees
a.
Service
Fee
$75.00
b.
Disconnection
Fee
(Postpaid)
•
Electric
Meter
$10.00
•
Water
Meter
$35.00
c.
Disconnection
Fee
(Prepay)
•
Electric
Meter
$0.00
•
Water
Meter
$35.00
ci.
Late
Payment
Charge
5%
of
Outstanding
Current
Bill
2.00
2.
Residential Homeowner
/
Renter
Deposit
(Postpaid)
a.
Limited
Liability
•
Electric
$150.00
•
Water
$60.00
•
Sewer
$15.00
b.
Substantial
Liability
•
Electric
$250.00
•
Water
$100.00
•
Sewer
$25.00
c.
Maximum
Deposit
$500.00
3.
Residential
Other
/
Contractor
Deposit
(Postpaid)
$250.00
up to
the
Maximum
a.
Maximum
Deposit
$500.00
4.
Residential
Homeowner
/
Renter
Deposit
(Prepay)
•
Electric,
Water,
Sewer
$0.00
Page
1
of
2
Form
No.:
094-1178-D
(06-19)
Customer
Service
Adopted
Fee
Schedule
PC-200-002
2.00
REvisioN
HISTORY
Board
Approval
Required
Prior
Version
4
Owner
[Author]
Approver
F
Yes
[Effective
Date]
Name
Johnetta
Hinson
Don
Gray
2-22-2017
Title
Manager
of
Customer
Service General
Manager
Description
of Changes:
New
Policy
Current
Version
4
[Effective
Datel
Owner
[Author]
Approver
Name
Johnetta
Hinson
William
Johnson
2-19-2020
Title
Exec.
Dir.
Customer
Service
General
Manager
Description
of
Changes:
Updated
policy
number
format
to
the new
standards.
Added
Late
Payment
Charge.
Resolution
Number
5251
Signature/Date
Farm
No.:
094-1178-0
(06-19)
Page
2
of
2
