Today we’re going to look at the three Rs – not the old standby Reading, wRiting, and aRithmetic. Instead, we’ll examine three actual Rs – Roles, Responsibilities, and Rights. These three Rs impact both your utility and your customers. Which is why defining them in a policy manual is imperative.
Why is a policy manual important?
Without a policy manual that defines the roles, responsibilities, and rights of both utility and customers, your employees are left to make decisions that may vary from one staff member to another. A policy manual defines the expectations for customers and guides your staff in how to apply them. Ensuring that all customers are treated fairly and equally avoids customers potentially spreading rumors and negative feelings about your utility.
Three Rs for customers
Here are some examples of the three Rs that apply to customers.
Role
Consumer of utility services
Responsibilities
Provide proof of identity
Pay security deposit (if one is required)
Pay bills by the due date
Allow access to meter
Rights
Receive uninterrupted service
Be notified of scheduled interruptions in service
Be treated fairly and have policies equitably applied
Be informed of payment plans or other options during financial hardship
Be notified of upcoming rate or fee increases
Appeal process if treated unfairly
Three Rs for utilities
Role
Provider of utility services
Responsibilities
Maintain service lines
Inform customers of planned outages
Read meters and prepare accurate and timely bills
Notify customers of upcoming rate or fee increases
Answer customer’s questions and complaints
Educate customers about payment plans or other options during financial hardship
Treat all customers fairly
Rights
Operate and provide service
Require proof of identity prior to establishing service
Receive payment in a timely fashion
Disconnect service when necessary
What to do with this info?
I’m sure you can think of others, but this provides a place to start. Each of the three Rs, for both your utility and your customers, should be clearly defined and made available to your customers.
I know of some utilities that provide a summary of their policies to each new customer when initiating service. This can be in the form of a printed document or, more efficiently, a link to your policy manual on your website. Of course, it should be prominently featured on your website as well so customers can easily find it.
Is your policy manual up-to-date?
Is your policy manual up-to-date? Do you even have one? If the answer to either question is “no”, please give me a call at 919-673-4050 or email me at gary@utilityinformationpipeline.com to learn how a business review could help you develop one.
© 2024 Gary Sanders