Turn-Off Notice & Extensions
What must be true for a customer to receive a Turn‑Off Notice Extension (TONEX)?
The turn‑off notice must be unexpired, and the customer cannot have a prior extension.
How many Payment Arrangements may a customer receive within an 18‑month window?
Up to 3, with possibility of a 4th only through Appeals/Specialist review.
What program provides a 55‑day extension to protect customers during the assistance application process?
OHEP 55‑day extension (created as a Pay Plan in CC&B).
How long is the initial protection period when Special Needs is first requested?
30 days while awaiting documentation.
Where do you see “Payment Arrangement Exists” in CC&B?
In the Alerts zone on the Dashboard.
Where can a CSR view whether a customer has already received a TONEX in CC&B?
In the Credit Information zone or Customer Balance zone on the Dashboard.
What installment amount is the lowest allowed on a PA?
$10 minimum per installment.
Before applying for Fuel Fund, customers must apply for which program first?
OHEP (MEAP/EUSP).
What documentation must be completed for Special Needs enrollment?
A Special Needs certification form completed by a medical professional.
What alert signifies the customer may be illegally using energy?
TOE — Theft of Energy.
What is the difference between a 7‑day and a 10‑day TONEX?
Non‑limited‑income customers get 7 days; limited‑income residential customers get 10 days.
What are three conditions that make a customer ineligible for a PA?
What does the $100,000 “Scheduled Amount” represent on an OHEP pay plan?
A system placeholder, not the customer’s grant amount.
What four characteristics must be added in CC&B for Special Needs?
A customer cannot set up a PA due to “Deposit Exists.” How is this resolved?
Customer must pay deposit in full, then wait for the deposit to apply/remove before PA eligibility.
What key date must NEVER be shared with customers when granting an extension?
The Eligible for Severance Date (internal only).
A customer has defaulted two PAs within 1–2 billing cycles. What happens to their eligibility?
They are ineligible for another PA unless escalated to Senior Specialist.
What should the customer do if the Fuel Fund status is “In Review”?
Nothing yet — CSR must NOT use the amount for restoration decisions until it becomes “Committed.”
Does Special Needs status guarantee protection from disconnection?
No — the customer must still make payments; protections depend on status and timing.
What alert prevents any PA, extension, or collections work until resolved by Billing?
Collection Hold (MBI, High Bill, Lost Payment).
A customer calls after their TON has expired. What is the correct response regarding TONEX eligibility?
TONEX cannot be issued once the notice is expired; alternative solutions must be offered (EA, PA, payment options).
A PA is created with a required down payment, but the customer pays only 90% of it. Will the PA be granted?
Yes — CC&B will accept 90% or more of the required amount and grant the PA.
A customer asks whether a grant was received. What three system locations should the CSR check?
Alerts, Agency Assistance Program Portal, Case Page.
If a customer in Severance Process Active first reports Special Needs, what must the CSR do?
Immediately warm‑transfer to a Collections Specialist; CSR must not initiate the Special Needs process.
A PA cannot be issued because a Write‑Off SA exists. What determines whether Collections or Billing resolves it?
If the Write‑Off SA is < 7 years, Collections resolves it; if > 7 years, Billing handles it.