Shutoff blocked by a medical hold, with an arrangement offered

How do we stop a shutoff that hits a medical hold, offer the customer a payment arrangement, and record the hold and the outcome?

Stop the order by rule and turn the hold into an arrangement conversation. When a shutoff order or a notice step meets a medical certificate or a life support registration on the account, Callvu stops the order and the sequence at once with the hold recorded, classifies the hold (its type, its certified period and expiry, whether it is a first or a renewal, the balance it protects), tells the customer in writing that the shutoff is stopped and what the hold requires of them (the current bills, an arrangement for the arrears where the rules condition the protection on one), offers the arrangement computed under the tariff's protected customer terms on a secure screen, chases the renewal before the certificate expires, routes a hold near expiry with no arrangement or a repeated certificate to the credit desk in the Decision Desk, and writes the hold, the arrangement and the outcome to the billing system and the collections schedule.

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

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Last updated November 7, 2026.

The problem today

The medical certificate was on file; the order went out anyway; the arrangement the rules required was never offered.

Today, without Callvu

A medical certificate or a life support registration protects a customer from disconnection for a period. The protection fails in two ways: an order that releases because the hold was in a different system than the collections calendar, and a hold that expires with the arrears untouched because nobody offered the arrangement the rules pair with it. Both end in a complaint, and the first can end worse.

The commission's rules stop disconnection while a certificate is in force, set the certified period and the renewals, and in most states condition the protection on the customer paying current bills and entering a reasonable arrangement for the arrears; they also set what happens when the certificate expires. The hold is a state the collections schedule must read; the arrangement is a computation under the protected terms; the renewal is a chase with a date.

The hold is the start of a plan, not the end of a problem.

How it runs

From the requestto the system of record.

A shutoff order or a notice step meets a medical certificate or a life support registration on the account (at the eligibility check, at the notice classification, or when the certificate is filed during the sequence). Callvu stops the step and opens the hold case.

Customer: Receives the written confirmation of the hold and its conditions, accepts an arrangement on a secure screen, and renews the certificate before it expires.
Credit and collections desk: Decides holds near expiry without an arrangement and repeated certificates in the Decision Desk.
Callvu: Stops the order, classifies the hold, notifies, offers the arrangement, chases the renewal, routes and writes.

Stop and classify
The shutoff order is cancelled and the notice sequence held in the collections schedule the moment the hold is found, with the hold's source; the hold is classified: a medical certificate with its certified period and expiry, or a life support registration with its verification, a first certificate or a renewal within the rules' limits, the balance the hold protects and the current charges it does not.
Notify and offer the arrangement
The customer receives the written confirmation that the shutoff is stopped, the hold's period, and what the protection requires under the rules (the current bills paid on time, an arrangement for the arrears where the state conditions the protection on one); the arrangement is computed under the tariff's protected customer terms (the longer minimum term, the lower down payment) and offered on a secure screen through the arrangement process; assistance programs the account may qualify for are offered alongside.
Chase the renewal and decide
The renewal is chased from the customer and the physician before the certificate expires (through the medical certificate process); a hold near expiry with no arrangement, a certificate renewed beyond the rules' number, or a life support registration that fails verification goes to the credit and collections desk in the Decision Desk with the record and only the allowed outcomes (extend under the rules, require the arrangement, refer to assistance, or end the hold with the required notice).
Write back
The hold with its type, period and conditions, the arrangement, the renewal chases and the outcome are written to the billing system and the collections schedule; when the hold ends (the certificate expired without renewal, the conditions failed), the notice sequence restarts from the step the rules require with the notice, never from the cancelled order.

Where it ends: The shutoff stopped the moment the hold was found, the customer was told and offered the protected arrangement, the renewal was chased before expiry, and the billing and collections systems hold the hold, the arrangement and the outcome. The Decision Trace shows the hold classification, the arrangement terms and any decision; the Audit Trace shows the stop, the notice, the offer and the renewal chases with 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 medical certificate rules prohibit disconnection of a residential customer while a licensed physician's certificate (or a life support registration) is in force, set the certified period (commonly thirty days, renewable up to a set number of times or for a chronic condition), require the utility to accept the certificate by telephone pending the written form in many states, condition the protection in most states on the customer paying current bills and entering a payment arrangement for the arrears, and require the utility to notify the customer of the hold, its conditions and its expiry; disconnection after expiry requires the notice sequence to restart.
State commission tariff rules on protected customer arrangements: The arrangement offered to a customer under a medical hold follows the protected terms the tariff sets: a longer minimum term, a lower or no down payment, and the installment with the current bill; the computation applies them.
Winter and extreme weather moratorium rules: A medical hold and the moratorium overlap; where the hold ends inside the moratorium, the seasonal rules continue to prohibit disconnection for the covered customers, and the classification applies both.

Company policies

The order is cancelled and the sequence held the moment the hold is found; the hold lives in the collections schedule.
The customer is told the hold's conditions and offered the protected arrangement and the assistance programs.
The renewal is chased before expiry; the end of a hold restarts the notice sequence under the rules.
The billing system and the collections schedule are the systems of record for the hold and its outcome.

Controls

Automatic order cancellation and sequence hold.
Hold classification with period, expiry and conditions.
Written notice with the conditions.
Protected arrangement computation and offer.
Renewal chase and Decision Desk for expiry and repeats.
Billing and collections write with sequence restart rules.

Clocks and deadlines

Certified period: The certificate's period under the rules, with the renewal chased before expiry.
Arrangement: Offered at the hold and required within the rules' period where the state conditions the protection.
Sequence restart: After the hold ends, from the step the rules require with the notice.

Documents and checks

The hold and its source
The written notice with the conditions
The arrangement offer and acceptance
The renewal chases and the outcome
The billing and collections record

In the Decision Trace

The hold classification.
The arrangement terms applied.
Any decision and the person.

In the Audit Trace

The stop with time.
The notice and the offer with time.
Each renewal chase and the outcome.

The handoff

Between the front doorand the back office.

The front door

The customer meets the process in the written confirmation and the arrangement screen; the physician through the certificate process.

The back office

Collections reads the hold; the credit desk decides only expiry and repeat questions.

The Decision Desk

A hold near expiry with no arrangement, a certificate beyond the rules' renewals, or a failed life support verification goes to the credit and collections desk in the Decision Desk with the record and only extend, require the arrangement, refer to assistance, or end the hold with the notice.

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 happens when a shutoff hits a medical hold?

The order is cancelled and the sequence held at once, the customer is told in writing with the hold's period and conditions, and an arrangement under the protected terms is offered on a secure screen.

Does the customer still have to pay?

In most states the protection is conditioned on paying current bills and entering an arrangement for the arrears, which the written notice explains and the offer provides.

What happens when the certificate expires?

The renewal is chased before expiry; if the hold ends, the notice sequence restarts from the step the rules require, never from the cancelled order.

Related processes

Medical certificate and renewal Life support equipment registration Payment arrangement or deferral Shutoff eligibility check before field order Try it in the sandbox All utilities processes

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