Missed appointment and no-access follow-up

How do we handle a no-access visit by notifying the customer, offering a new slot, and applying the escalation rule when access keeps failing?

Treat the no-access visit as an event the record must act on. When the technician cannot get in, Callvu captures the no-access on their device (the time, the reason, the photo of the door hanger or the locked gate), classifies the case (a first miss, a repeat, a customer who missed the utility's appointment versus a utility miss that owes a credit, a job the tariff requires such as a meter exchange or a safety inspection), notifies the customer at once with a link to rebook from live capacity, chases the rebooking on the schedule, applies the tariff's rule on repeated no-access (the notices, the charge where allowed, the escalation to a disconnection notice for a required job) through the Decision Desk, and writes the visit, the rebooking and the escalation to the work management system and the CIS.

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

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Last updated November 7, 2026.

The problem today

The meter exchange had been attempted four times; each visit was a new ticket, and the escalation that the tariff allows was never started.

Today, without Callvu

A no-access visit is usually a note on a closed ticket. The customer is not told; the job is rebooked by someone later, or not; the fourth visit looks like the first because the history is in four places. For a job the tariff requires (a meter exchange, a safety inspection, a theft investigation) the tariff provides notices and, eventually, a disconnection for continued refusal, but the process to get there is not run because nobody counts the misses.

The distinction matters: a utility miss (the technician did not come in the window) owes the customer a credit under the service quality rules; a customer miss (no access) is the customer's to cure, with the tariff's escalation for required work. The count, the notices and the escalation are rules on the job's history. The customer should hear at once and be able to rebook from their phone.

The no-access that becomes a rebooking link, and the fourth that becomes a notice, are the same process.

How it runs

From the requestto the system of record.

A technician records a no-access at a scheduled visit, or the utility missed the appointment window. Callvu opens the follow-up on the job.

Customer: Is told at once, rebooks from the link, and receives the tariff's notices where access keeps failing.
Technician: Captures the no-access on site with the reason and the photo.
Scheduler and field supervisor: Decide escalations and credits in the Decision Desk.
Callvu: Captures, classifies, notifies, chases, escalates by rule and writes.

Capture and classify
The technician records the no-access on their device (the arrival time within the window, the reason, the photo of the door hanger left or the obstacle); the case is classified: a utility miss (the technician outside the window, a cancelled dispatch) that owes the service quality credit, or a customer miss (no one home, a locked gate, a refusal), a first or a repeat for this job, and whether the job is one the tariff requires.
Notify and chase the rebooking
The customer is told at once by text or email under consent (and by letter where the rule requires) with the reason and a link to rebook from the live capacity, and the rebooking is chased on the schedule; a utility miss carries the credit applied by rule to billing with the apology.
Chase and verify access, and decide escalations
A repeat no-access on a required job follows the tariff's escalation: the written notices with the periods, the charge for a wasted visit where the tariff allows one, and the final notice of disconnection for continued refusal of access, each generated from the record; the escalation step, a disputed classification (the customer says they were home), or a vulnerable customer flag goes to the field supervisor in the Decision Desk with the history and only the allowed outcomes (rebook, send the next notice, apply or waive the charge, refer for disconnection under its process, or close).
Write back
The visit, the classification, the notification, the rebooking, each notice and any charge or credit are written to the work management system, the CIS, the system of record for the customer, and the billing system, so the next visit shows the whole history and the kept-appointment record feeds the service quality report.

Where it ends: The customer heard about the miss at once and could rebook from their phone, a utility miss was credited by rule, and a customer's repeated refusal of access on a required job was escalated by the tariff's steps with every notice on the record. The Decision Trace shows the classification and each escalation decision; the Audit Trace shows the capture, the notification, the rebooking and the notices 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 tariff rules: The tariff and the commission's rules on access give the utility the right of access to its meter and facilities and the customer the duty to provide it; for required work (a meter exchange or test, a safety inspection, an investigation of tampering) the tariff and the disconnection rules allow written notices with set periods and, for continued refusal of access, disconnection after the final notice, with the vulnerable customer protections; some tariffs allow a charge for a wasted visit caused by the customer.
State commission service quality rules on appointments: A missed appointment by the utility (outside the committed window) owes the customer the rule's credit automatically, and the kept-appointment performance is reported; the classification separates a utility miss from a customer no-access.
Disconnection notice rules and vulnerable customer protections: A disconnection for refusal of access follows the commission's disconnection notice rules (the written notice, the period, the medical and winter protections), run through the disconnection process, never from the field.

Company policies

A no-access is captured on site with the evidence; the job's history counts the misses.
The customer is told at once with a rebooking link; a utility miss is credited by rule.
Escalation on a required job follows the tariff's steps from the record, decided in the Decision Desk.
The work management system, the CIS and billing hold the history, the notices and the credits.

Controls

On-site no-access capture with evidence.
Classification of utility miss versus customer miss and the repeat count.
Immediate notification with rebooking from capacity.
Service quality credit by rule.
Tariff escalation with generated notices and Decision Desk.
Work, CIS and billing writes.

Clocks and deadlines

Notification: At once on the no-access capture.
Rebooking chase: On the policy's schedule until rebooked.
Escalation notices: The tariff's periods between notices and before a disconnection referral.

Documents and checks

The no-access capture with the evidence
The classification and the job's history
The notification and the rebooking
Each escalation notice and decision
The credits or charges and the system writes

In the Decision Trace

The classification.
Each escalation decision and the person.

In the Audit Trace

The capture with time.
The notification and the rebooking with time.
Each notice and the writes.

The handoff

Between the front doorand the back office.

The front door

The customer's phone: the notification and the rebooking link.

The back office

The scheduler and the field supervisor decide escalations and disputes with the history; the field captures the facts.

The Decision Desk

An escalation step on a required job, a disputed classification or a vulnerable customer flag goes to the field supervisor in the Decision Desk with the history and only rebook, send the next notice, apply or waive the charge, refer for disconnection, or close.

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 right after a no-access?

The technician captures it on site with the reason and a photo, and the customer is told at once with a link to rebook from the live capacity.

Does the customer get a credit?

When the utility missed the committed window, yes, by rule under the service quality rules; a customer no-access does not.

What if access keeps failing on required work?

The tariff's escalation runs from the record: the written notices with their periods, a wasted-visit charge where allowed, and a referral to the disconnection process after the final notice, each decided by the field supervisor.

Related processes

Field appointment confirmation Field technician dispatch end to end Meter access request Outage credits by rule Try it in the sandbox All utilities processes

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