Shutoff eligibility check before field order

How do we check an account for medical holds, pledges, disputes, arrangements and weather or seasonal moratoriums before a shutoff order is released to the field?

Make the field order a gate that only clean accounts pass. Before a shutoff order releases, Callvu classifies the account's state from every source (the notice sequence and its proof, a medical certificate or a life support registration, a protected status, a pending dispute or complaint, an assistance pledge or a pending application, an arrangement or an extension in force, a bankruptcy notice, the tenant notice where the premise is landlord-billed), applies the calendar and the weather rules (the winter moratorium, the temperature and heat thresholds, the prohibited days and hours, the staffing rule for reconnection), decides by rule where the checks all pass, routes any failed or ambiguous check to the credit and collections desk in the Decision Desk with the evidence, and writes the release or the hold with its reason to the billing system and the field order system so the truck goes only where the rules allow.

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

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Last updated November 7, 2026.

The problem today

The pledge arrived at nine, the truck was dispatched at ten, and the agency called the commission at eleven.

Today, without Callvu

A shutoff order is the last step in a long sequence, and the sequence changes under it: a pledge posts, a medical certificate arrives, a dispute is opened, the forecast drops below the threshold, a bankruptcy notice lands in the mailroom. The order, released the night before from a batch, does not know. The disconnection of a protected customer is the single most damaging error a utility's collections function can make.

The commission's rules prohibit disconnection in each of those states and on the prohibited days and conditions, and require the utility to have verified the notice sequence. Every condition is a check on data the utility holds or a feed it receives (the forecast, the pledge file). The check must run at release, not at batch time, and a failed check must hold the order with a reason a person can see.

The gate is the utility's last defense, and it has to be absolute.

How it runs

From the requestto the system of record.

A shutoff order reaches its release point on the collections schedule (the earliest disconnection date has arrived). Callvu runs the eligibility check before the order goes to the field.

Credit and collections desk: Decides failed or ambiguous checks in the Decision Desk.
Field operations: Receives only released orders through the field order system.
Customer: Is contacted on the day where the rules require, with a last chance to pay or arrange.
Callvu: Classifies, applies the calendar and weather rules, decides by rule, routes and writes.

Classify the account's state
Every protective state is read from its source at the moment of release: the notice sequence with its delivery proof and the earliest date, a medical certificate or a life support registration and its expiry, a protected status, a pending dispute or a commission complaint, an assistance pledge posted or a pending program application, an arrangement or an extension in force, a bankruptcy notice, a tenant notice requirement at a landlord-billed premise and its completion, a recent payment in transit; each check passes or fails with the evidence.
Apply the calendar and the weather rules
The date is checked against the winter moratorium period for the customer class, the day's forecast against the temperature and heat thresholds the rules set, the prohibited days (weekends, holidays, the day before a holiday) and hours, and the staffing rule (disconnection only when the utility can reconnect the same day or the next); a failing condition holds the order to the next eligible date.
Decide
An order whose checks all pass is released by rule with the day-of contact attempt where the state requires it; any failed or ambiguous check (a certificate that expired yesterday, a pledge below the amount, a dispute on part of the balance, a tenant notice not proven) goes to the credit and collections desk in the Decision Desk with the evidence and only the allowed outcomes (release, hold with a re-check date, refer to assistance or the arrangement process, or cancel the order).
Write back
The release or the hold with its reason and the re-check date is written to the billing system, the CIS and the field order system, the released order carries the checks' results for the technician, and the check runs again at dispatch and at the premise where the rules require a final confirmation, so a pledge or a payment that lands between release and the visit stops the disconnection.

Where it ends: Only accounts that passed every protective check, on an eligible day and under the weather rules, reached the field, each with its evidence, and holds carry their reason and re-check date. The Decision Trace shows each check's result and any decision; the Audit Trace shows the release or the hold with time and the re-checks.

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: Disconnection for nonpayment is permitted only after the notice sequence has been completed and proven, and is prohibited while a dispute or a commission complaint is pending on the amount, while an arrangement is kept, when a medical certificate or a life support registration is in force, for protected customers under their rules, when an assistance pledge has been made, on the prohibited days and hours (commonly not on a Friday, a weekend, a holiday or the day before, and only during hours when reconnection can follow), and when the utility cannot reconnect promptly; the utility must attempt the day-of contact where the state requires.
Winter and extreme weather moratorium rules: The commission's seasonal rules prohibit or restrict disconnection of heating-related service during the winter period (dates set by the state, for example November through March) for the covered customers, and prohibit disconnection on days when the forecast falls below or rises above the thresholds the rules set (freezing and heat advisories), with the forecast source named; the check applies the calendar and the day's forecast.
U.S. Bankruptcy Code utility provisions (11 USC 366) and the tenant notice rules: A utility may not disconnect a customer who has filed for bankruptcy for a pre-petition debt during the period the Code provides and while adequate assurance is in place; at a landlord-billed premise the tenants must have received the required notice before disconnection; both are checks at release.

Company policies

The check runs at release and again at dispatch and at the premise where the rules require; never from a batch the night before.
Every protective state is read from its source with the evidence; a failed check holds the order with a reason.
The calendar and the weather rules are applied from the rules' calendar and the named forecast source.
The billing system, the CIS and the field order system hold the release or the hold; the truck goes only on a released order.

Controls

Protective state classification from every source.
Notice sequence proof check.
Calendar, weather and staffing rule application.
Rule-based release with day-of contact.
Decision Desk for failed or ambiguous checks.
Write to billing, CIS and field with re-checks at dispatch and at the premise.

Clocks and deadlines

Release check: At the earliest disconnection date, and again at dispatch and at the premise.
Moratorium and weather: The winter period and the day's forecast against the thresholds, moving the eligible date.
Hold re-check: The date on the hold, when the check runs again.

Documents and checks

Each check's result with its evidence
The calendar and weather rule results
The release or the hold with the reason
Any decision
The field order with the checks attached

In the Decision Trace

Each check and its result.
The calendar and weather rules applied.
Any decision and the person.

In the Audit Trace

The release or hold with time.
Each re-check.
The field order and its outcome.

The handoff

Between the front doorand the back office.

The front door

None for the customer beyond the day-of contact; the protections they hold through other processes are what the gate reads.

The back office

The credit desk decides only failed or ambiguous checks; field operations receives released orders with the evidence.

The Decision Desk

Any failed or ambiguous check goes to the credit and collections desk in the Decision Desk with the evidence and only release, hold with a re-check date, refer to assistance or arrangement, or cancel.

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 is checked before the order releases?

The notice sequence proof, medical certificates and life support registrations, protected status, pending disputes and complaints, pledges and applications, arrangements and extensions, bankruptcy notices, tenant notices, payments in transit, and the calendar, weather and staffing rules.

When does the check run?

At the earliest disconnection date before release, again at dispatch, and at the premise where the rules require a final confirmation, so a late pledge or payment stops the truck.

What happens when a check fails?

The order holds with the reason and a re-check date, and the credit desk decides: release, hold, refer to assistance or arrangement, or cancel.

Related processes

Disconnection notice on the state clock Shutoff blocked by a medical hold, with an arrangement offered Assistance pledges from agencies Bankruptcy notice handling Try it in the sandbox All utilities processes

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