Outage credits by rule
How do we apply outage credits for long interruptions by the commission or tariff rule, write them to billing, and keep the decision on the record?
Compute the credit from the outage record and the rule, and let a person decide only the exceptions. After an event, Callvu reads the outage management system's interruption data per premise (the start, the restoration, the cause code, the exclusions for major event days), classifies each affected account against the commission's service quality rule or the tariff (the duration threshold, the credit amount or formula, the major storm exclusion, the customer classes covered), applies the credit by rule to the accounts that qualify, routes a disputed duration, a cause code the rule excludes, or a customer request outside the rule to the service quality desk in the Decision Desk, writes the credit to billing with the rule cited, and tells the customer with the explanation.
In scopeSimpleCallvu moves: classify, decide, write back
Last updated November 7, 2026.
The problem today
The credit was owed to nine thousand customers, paid to the four hundred who asked, and the commission found the rest.
Several commissions require a credit when service is out beyond a threshold, with amounts and exclusions written into the tariff. In practice the credit is paid to customers who call, by agents who read the tariff differently, and the commission's audit finds the thousands who did not call. The reverse also happens: credits paid during a declared major storm the rule excludes.
The rule is a computation on the outage record: the premise's interruption duration from the outage management system, the threshold, the amount or the formula, the exclusions (major event days, customer-caused, planned work with notice), the classes covered. The data exists; the credit should follow it automatically, with the exceptions, not the rule, going to a person.
A credit applied by rule to everyone who qualifies is a credit the commission does not have to find.
How it runs
From the requestto the system of record.
An outage event closes in the outage management system, or a customer asks for a credit. Callvu opens the credit run for the event or the account.
- Customer
- Receives the credit and the explanation, or requests one with their account.
- Service quality desk
- Decides exceptions in the Decision Desk.
- Callvu
- Reads the interruption data, classifies, applies by rule, routes and writes.
Classify each affected account
The interruption data per premise (the start and restoration times, the sustained interruption count, the cause code, the event's major event day designation) is read from the outage management system and matched to the accounts in the CIS; each is classified against the rule: the duration meets the threshold, the cause is not excluded, the event is not an excluded major storm, the customer class is covered, and the credit amount or formula applies.
Decide
An account that qualifies is credited by rule; a disputed duration (the customer says the outage was longer than the record), a cause code the rule excludes, a customer request outside the rule, or an event whose designation is pending goes to the service quality desk in the Decision Desk with the data and only the allowed outcomes (credit as computed, credit a different amount with the reason, or decline with the rule cited).
Write back
The credit is written to the billing system against the account with the event, the duration and the rule cited, and the customer is told on the bill and by message with the explanation; the CIS, the system of record, holds the decision for the commission's review.
Report
The run's totals (accounts qualified, credited, declined and why) are kept for the service quality report to the commission, and a customer who asks later is answered from the record.
Where it ends: Everyone who qualified was credited by the rule from the outage record, the exceptions were decided with the rule cited, and billing and the CIS hold the decisions the commission will review. The Decision Trace shows each account's classification and any decision; the Audit Trace shows the data read, the credits written and the notices.
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.
The handoff
Between the front doorand the back office.
The front door
None needed for a qualifying customer; a request from any channel is answered from the record.
The back office
The service quality desk decides only exceptions; billing and the report run from the record.
The Decision Desk
- A disputed duration, an excluded cause code, a request outside the rule or a pending event designation goes to the service quality desk in the Decision Desk with the data and only credit as computed, credit a different amount with reason, or decline with the rule cited.
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.
Who gets the credit?
Every account whose interruption meets the rule's threshold and is not excluded, computed from the outage record, whether or not the customer asks.
What is excluded?
What the commission's rule or the tariff excludes: major event days, customer-caused outages, planned work with notice, and classes the rule does not cover; the classification applies it and cites it.
What if the customer disputes the duration?
The service quality desk decides with the outage data and the customer's account, and the decision is on the record with the rule cited.
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