Disconnection notice on the state clock

How do we send every disconnection notice with the required wording and timing, to the customer and any named third party, with delivery recorded on the state clock?

Run the notice sequence as a clock the account cannot skip. When an account reaches the collections trigger, Callvu classifies the account (the balance and its age, the service type, the customer class, the protections and the season, the third parties named for notice, the language preference), selects the notice the commission requires for the step (the first notice, the final notice, the day-of contact where the state requires one) with the required content (the amount, the date not before which service may be disconnected, the arrangement and assistance options, the dispute and complaint rights, the medical certificate right, the reconnection terms), delivers it by the method the rules allow with the timing counted in the rules' days, sends the copy to the named third party, records the delivery, holds the sequence where a protection or a dispute applies, and writes each notice and its dates to the billing system so the shutoff eligibility check can prove them.

In scopeComplex: multi-party handoffsCallvu moves: classify, write back

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Last updated November 7, 2026.

The problem today

The notice went out in the wrong language without the medical certificate paragraph, four days short, and the disconnection was unlawful before the truck left.

Today, without Callvu

Disconnection notices are the most regulated letters a utility sends and the most often wrong: a template that lacks a required paragraph, a mailing date that does not give the days the rules count, a third-party designee never copied, a customer whose language preference was on file and ignored. Each defect makes the disconnection unlawful, and the commission's penalties are per customer.

The commission's rules set the sequence (a first notice a set number of days before, a final notice, in some states a personal contact on the day), the content of each notice word for word in places, the delivery method and the counting of days, the third-party notice right, the language requirements, and the holds (a dispute, a medical certificate, a protected status, the moratorium). Every element is a rule on the account's data, and the proof is the record of what was sent, to whom, when.

A notice sequence that runs itself on the rules is the one the commission cannot fault.

How it runs

From the requestto the system of record.

An account reaches the collections trigger in the billing system (a balance past due beyond the grace period). Callvu classifies the account and starts the notice sequence.

Customer: Receives each notice with the options and the rights, and can pay, arrange or dispute from it.
Named third party: Receives the copy of the notice where the customer designated one.
Credit and collections desk: Decides holds and exceptions in the Decision Desk.
Callvu: Classifies, selects the notice, delivers on the clock, records, holds and writes.

Classify the account
The balance and its age, the service type (electric, gas, water, combined), the customer class, the protections on file (a medical certificate, a life support registration, a protected status, a pending dispute, a pledge, an arrangement in force), the season against the moratorium rules, the named third party for notice, the language preference and the delivery methods consented to are read and classified; a protection or a dispute holds the sequence at this step with the reason.
Select and deliver the notice
The notice for the step is selected with the required content for the state and the service type (the amount, the earliest disconnection date computed from the rules' days, the arrangement and assistance options, the dispute and commission complaint rights, the medical certificate right, the reconnection charges, the contacts), in the customer's language where the rules require, delivered by the method the rules allow (mail, with electronic delivery where consented), with the days counted as the rules count them (business or calendar, from mailing or receipt); the copy goes to the named third party; the final notice and the day-of contact follow on their own timing.
Record and write back
Each notice, its content version, the method, the date and the recipient (customer and third party) are written to the billing system and the CIS with the earliest disconnection date, so the shutoff eligibility check can prove the sequence before any order releases; a payment, an arrangement or a dispute from the notice's link stops the sequence.
Decide exceptions
An account with a conflict (a protection that expired during the sequence, a returned notice, a third party who cannot be reached, a language the templates lack) goes to the credit and collections desk in the Decision Desk with the record and only the allowed outcomes (continue, restart the sequence, hold, or refer to assistance).

Where it ends: Every notice carried the content the rules require, went to the customer and the third party by the allowed method on the counted days, and the billing system holds the proof the shutoff check will read. The Decision Trace shows the classification, the notice selection and any decision; the Audit Trace shows each delivery with recipient, method and time.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

State commission disconnection notice rules: The commission's rules set the notice sequence before disconnection for nonpayment: a written notice mailed or delivered a set number of days before the earliest disconnection date (commonly ten to fifteen days, with the counting method specified), a final or second notice in many states, and a personal or telephone contact attempt on or before the day in some; the required content (the amount, the date, the ways to avoid disconnection, the arrangement and assistance options, the dispute and complaint rights, the medical certificate and protected status rights, the reconnection terms); the third-party notice designation; the language requirements; the prohibited days and hours; and the record the utility must keep.
Winter and extreme weather moratorium rules: During the winter period, on days with a temperature forecast beyond the threshold, or during a heat emergency, disconnection is prohibited or restricted for the covered customers, and the notice sequence is held or its earliest date moved beyond the period; the classification applies the calendar and the forecast rule.
State commission tariff rules on reconnection and charges: The notice states the reconnection charge and the deposit the tariff allows after disconnection, and the timing of reconnection after payment, which the reconnection process applies.

Company policies

The sequence runs from the billing trigger on the rules' clock; no notice is sent from a template outside the process.
Protections, disputes and the moratorium hold the sequence at classification, with the reason on the record.
Every notice is recorded with its content version, method, recipient and date; the shutoff check reads the record.
The billing system and the CIS are the systems of record for the sequence and the earliest disconnection date.

Controls

Account classification with protections, season, third party and language.
Notice selection with required content by state and service type.
Delivery on the counted days by the allowed method, with the third-party copy.
Hold rules for protections, disputes and the moratorium.
Delivery recording and billing write with the earliest date.
Decision Desk for conflicts.

Clocks and deadlines

First notice: The rules' days before the earliest disconnection date, counted as the rules count.
Final notice and day-of contact: On the rules' timing before the date, where the state requires them.
Moratorium: The winter period and the weather thresholds hold or move the earliest date.

Documents and checks

The account classification
Each notice as sent with its content version
The delivery record with recipient, method and date
Any hold or decision
The billing record with the earliest disconnection date

In the Decision Trace

The classification and the holds.
The notice selected and why.
Any decision and the person.

In the Audit Trace

Each delivery with recipient, method and time.
Each hold with reason.
The write.

The handoff

Between the front doorand the back office.

The front door

The customer meets the sequence in the notices, each with a link to pay, arrange or dispute.

The back office

Collections runs on the record; the credit desk decides only conflicts; the shutoff check reads the proof.

The Decision Desk

A conflict in the sequence (an expired protection, a returned notice, an unreachable third party, a language gap) goes to the credit and collections desk in the Decision Desk with the record and only continue, restart, hold, or refer to assistance.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

What must the notice contain?

What the state's rules require for the step: the amount, the earliest disconnection date, the ways to avoid disconnection, the arrangement and assistance options, the dispute and complaint rights, the medical certificate and protected status rights and the reconnection terms, in the required language.

How are the days counted?

As the rules count them for the state and the service type (business or calendar days, from mailing or receipt), computed into the earliest disconnection date on the record.

What stops the sequence?

A payment, an arrangement, a dispute, a protection or the moratorium; each holds the sequence at classification with the reason recorded, and the shutoff check reads it.

Related processes

Shutoff eligibility check before field order Payment arrangement or deferral Tenant notice before shutoff at a landlord-billed property Medical certificate and renewal Compared with the alternatives Try it in the sandbox All utilities processes

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