Billing

You can edit or update your Auto Pay Date from any computer or mobile device that is connected to the internet or uses cellular data. To update your Auto Pay Date, use the instructions below for your device.

Using a Laptop or Desktop Computer:

• Go to the member account portal
• Log in with your username and password.
  • If you cannot recall your username, use your account number without the dash instead.
  • If you cannot recall your password, click the “reset password” option, and an email will be sent to your email on file to reset your password.

Once logged in:

• Hover the cursor over Billing and Payments to edit the payment profile.
• Click Auto Payments.
• Click Manage.
• Click the box next to the account(s) numbers.
• Change the Auto pay date from “due date” to a specific date.
• Click Continue.
• Leave the “end auto pay on” field blank.
• Click the box next to “I agree to the terms and conditions.”
• Click “Update Auto-Pay.”

Using a Mobile Device or Tablet:

• Go to the member account portal
• Log in with your username and password.
  • If you cannot recall your username, use your account number without the dash instead.
  • If you cannot recall your password, click the “reset password” option, and an email will be sent to your email on file to reset your password.

Once logged in:

• Click on the black box with 3 white lines, in the top right-hand corner of the screen.
• Click the triangle next to Billing and Payments.
• Click the triangle next to Payments.
• Click Auto Payments.
• Click Manage.
• Click the box next to the account(s) numbers.
• Change the Auto pay date from “due date” to a specific date.
• Click Continue.
• Leave the “end auto pay on” field blank.
• Click the box next to “I agree to the terms and conditions.”
• Click “Update Auto-Pay.”

Objective

To set a policy governing the discontinuance of service of delinquent residential accounts that adheres to the statutory provisions outlined in the Virginia Code, including §§ 44-146.29:4, 56-245.1:3, 56245.1:4, and § 56-247.1, and Chapter 330 of Title 20 of the Virginia Administrative Code. The Cooperative will consistently conduct disconnections in adherence to good utility practice, ensuring the health and safety of all its members.

Policy

A. Construction of Policy; Disconnection of Delinquent Accounts:

1. The Cooperative reserves the right to discontinue furnishing electric distribution service to a residential member upon their failure to pay bills or required deposits (hereinafter, “delinquent accounts”) subject to the conditions and limitations herein.
2. The following conditions and limitations only apply to service discontinuance of residential and general service delinquent accounts. All other service discontinuities shall be governed solely by the standard discontinuance of service policy found in the Cooperative’s Terms and Conditions.
3. This policy shall stand alongside, and shall not supersede, any other Cooperative policies, or terms and conditions of service, regarding theft of service, safety, or other reasons for disconnection other than nonpayment of financial obligations due to the Cooperative.
4. In the event of a conflict between this policy and the Cooperative’s (i) articles of incorporation, (ii) bylaws, (iii) terms and conditions of service, or (iv) rate schedules, those other documents shall prevail and control over this policy, in the specified order of priority.
5. This policy applies only to residential accounts on Rate Schedules A and B.
6. The word “member” as used in this policy will apply to both members and non-member regulated customers of the Cooperative.
7. Nothing in this policy shall apply to members taking service under Rate Schedule PE [Prepaid Electric Service Tariff]; automatic suspensions of service under the Cooperative’s Schedule PE, Prepaid Electric Service Tariff, are not terminations/disconnections of service for nonpayment.

B. Suspensions of Disconnection of Delinquent Accounts:

1. State of Emergency
   1. Communicable Diseases. The Cooperative will not disconnect a delinquent account for 30 days upon the declaration of emergency by the Governor in response to a communicable disease of public health threat.
   2. Other Emergencies. The Cooperative may suspend the disconnection of delinquent accounts at its discretion in adherence to good utility practice.
   3. State Corporation Commission Orders. The Cooperative shall comply with orders from the State Corporation Commission regarding the extension or modification of disconnection suspensions if deemed necessary or in the public interest.
   4. State Corporation Commission Directives. The Cooperative shall comply with oral directives or other non-written directions from the Commission or its Staff regarding the extension or modification of disconnection suspensions if deemed necessary or in the public interest in an emergency situation. In such a circumstance, the Cooperative will request a written order from the Commission within 24 hours.
2. Extreme Weather:
   1. Hot Weather. When the temperature is forecasted to be at or above 92 degrees Fahrenheit within the 24-hour period following the scheduled disconnection.
   2. Cold Weather. When the temperature is forecasted to be at or below 32 degrees Fahrenheit within the 24-hour period following the scheduled disconnection.
   3. Temperature Determinations. For the purposes of this policy, temperature is determined based on the forecasted local temperature provided by the National Weather Service for the division office location supporting the service location scheduled for disconnection.

C. Disconnection Notice and Notice Procedures:

1. The Cooperative will provide all residential members with a copy of its disconnection for nonpayment policy:
   1. At the establishment of a new residential and/or general service account.
   2. By publishing the disconnection policy on the Cooperative’s website.
2. Notice of nonpayment shall be delivered after each missed payment using at least 2 of the following methods:
   1. Mail,
   2. email,
   3. text message,
   4. phone call, or
   5. door hanger.
3. The Cooperative shall provide at least 10 days’ notice by mail prior to the date of disconnection.
4. Notices will be provided in English and Spanish and include summary or basic information regarding payment plans and available energy assistance programs, such as a relevant website, phone number, or referral to 211.

D. Timing of Disconnection:

1. Disconnections due to nonpayment shall not occur until the member’s account is 60 days or more in arrears.
2. Disconnections for nonpayment shall not occur on Fridays, weekends, state holidays, or the day immediately preceding a state holiday.

E. Member Assistance Programs:

1. After each missed payment, the Cooperative will offer summary or basic information, such as a relevant website, phone number, or referral to 211, on other available assistance programs, including: prepaid account with debt management program, levelized billing, LIHEAP, or other social services assistance (or a similar member assistance program).
2. The Cooperative will require the delinquent balance (60+ days past due) plus disconnect and reconnect charges, fees, penalties, and interest to restore service to any residential or general service member. After reconnection of service and prior to the account’s next billing cycle, the Cooperative will review the account to assess a security deposit. If a security deposit does not exist or falls below 2 times the average monthly usage, a security deposit is added to the account. Security deposits do not exceed $500, and payments are broken into 1 or 3 payment installments.

F. Additional Requirements for Serious Medical Condition Disconnections:

1. Delay of Termination upon Notice and Certification:
   1. Initial 30-Day Delay. Following a notice of intent to terminate service, the Cooperative will delay the disconnection for an additional 30 calendar days if a Serious Medical Condition Certification Form is filed by the residential member. This delay allows the member ample time to address the outstanding issues without compromising his or her health. This 30-calendar day delay can only be invoked twice in a 12-month period.
   2. 15-Day Delay Pending Certification. If the member or a family member residing with them has a serious medical condition but has not yet filed a certification form, the Cooperative will delay termination for 15 calendar days upon receiving oral or written notification of the intent to file the certification form. This 15-calendar day delay can only be invoked once in a 12-month period. During this period, the Cooperative will:
      1. Inform the member about the 15-day delay and the need to submit a Serious Medical Condition Certification Form.
      2. Provide access to the certification form via the Cooperative’s website or the State Corporation Commission’s website.
      3. Within 2 business days, mail, email, or fax the certification form upon the member’s request.
      4. Mail or email a letter to the member within 2 business days, detailing the date of notification, the expiration date of the 15-day delay, and instructions for submitting the certification form.
2. Restoration of Service. If service has been terminated within the past 14 days, the Cooperative will promptly restore service upon receiving a Serious Medical Condition Certification (SMCC) Form and a request for reconnection. No upfront payment will be required for reconnection, though applicable reconnection fees and past due amounts will be added to the next monthly bill. A further 30-calendar day delay in service termination will follow the reconnection.
3. Limitation on Delay Requests. The Cooperative permits residential members to request a delay in service termination under this policy up to 2 times within a 12-month period. These 30-day delays may be consecutive, ensuring continuous protection for members with serious medical conditions.
4. Communication and Record-Keeping during Any Delay Period:
   1. When the member submits a completed Serious Medical Condition Certification form, the form is documented on the Member account and is valid for 12 months, following the doctor’s signature date on the form.
   2. When the member invokes a SMCC hold, then the beginning and end dates of the hold are communicated with the member by the same method the hold was requested.
   3. If payment is not received to bring the account current at the end of the hold period, a statement detailing account balance, potential termination, and available payment options will be mailed at least 10 days prior to service interruption, pursuant to Va. Code § 56-247.1(A)(4).

Download CVEC_Residential_Account_Disconnection_Policy (PDF)