Third-party notification enrollment
How do we enroll a relative or caregiver to receive copies of a customer's shutoff notices, with consent captured and the contact stored for the notice runs?
Capture the third party once and make the notice run read it. Callvu identifies the customer, prefills the account and any existing third-party contact from CIS, takes the third party's name, relationship, address and preferred channel on a secure screen, delivers the disclosure the commission requires (what the third party will receive, that they are not responsible for the bill, how to cancel), captures the customer's consent and the third party's acceptance where the rules require it, routes a request on a protected or medical account to the customer protections desk in the Decision Desk where the policy adds steps, and writes the third party to CIS so every disconnection notice run sends the copy and records it.
In scopeSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The son had asked to be told before his father's power was cut; the form was in a drawer and the notice went to the house.
Third-party notification exists for the customer who may not open the mail: an elderly parent, a person with a disability, someone away for long periods. The commission requires the utility to offer it; the enrollment is a paper form that is filed and never reaches the system that runs the disconnection notices. When the shutoff comes, the third party who would have paid was never told.
The commission's disconnection notice rules require the offer of third-party notification, the content of the notice, and that the third party receives a copy of the notices (often the final notice) within the same period as the customer; the third party is not liable and must be told so. The enrollment is a record with a contact and a channel; the notice run must read it. Where the account also has a medical or protected status, the two work together.
A third party enrolled in CIS is a shutoff that gets a second chance.
How it runs
From the requestto the system of record.
A customer asks to name a third party (or responds to the utility's offer on the bill, the website, the Visual IVR or a call). Callvu identifies them and opens the enrollment.
- Customer
- Verifies identity, names the third party and the channel, reads the disclosure and consents on a secure screen.
- Third party
- Receives the notice of the enrollment and accepts where the rules require, and later receives the notice copies.
- Customer protections desk
- Decides enrollments on protected or medical accounts where the policy adds steps, in the Decision Desk.
- Callvu
- Prefills, captures, discloses, records consents, routes and writes.
Prefill and capture
The customer is verified and the account, any existing third-party contact, the protected or medical status and the notice preferences are prefilled from CIS; the customer enters the third party's name, relationship, postal address or email and phone, and the channel for the copies (mail, email, text where the third party consents), on a secure screen in whichever channel they are in.
Disclose and consent
The disclosure is shown in the customer's language: what the third party will receive (copies of the disconnection notices and, where the program includes it, past-due reminders), that the third party is not responsible for the bill, that the customer may cancel at any time, and how the third party's details will be used; the customer consents, and the third party is notified of the enrollment and asked to accept (and to consent to text or email) where the commission's rules or the policy require it.
Decide
An enrollment within the rules proceeds by rule; an enrollment on a protected, medical or life support account where the policy adds steps, a third party who declines, or a request from someone other than the customer goes to the customer protections desk in the Decision Desk with the request and only the allowed outcomes.
Write back
The third party with the channel, the consents and the start date is written to CIS, the system of record, and the disconnection notice process reads it on every run, sending the copy in the chosen channel within the same period as the customer's notice and recording the delivery; the customer receives the confirmation, and a cancellation by the customer removes the contact by rule.
Where it ends: The customer named a third party once with the disclosure and the consents, and every shutoff notice run reads the record and sends the copy with the delivery recorded. The Decision Trace shows the capture, the consents and any decision; the Audit Trace shows the enrollment, the notifications and each copy sent 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.
The handoff
Between the front doorand the back office.
The front door
The bill's offer, the website, the Visual IVR or a call with a link; the customer consents on a secure screen.
The back office
The customer protections desk sees only protected accounts and exceptions; the notice run reads CIS.
The Decision Desk
- An enrollment on a protected, medical or life support account where the policy adds steps, a third party who declines, or a request from someone other than the customer goes to the customer protections desk in the Decision Desk with the request and only the allowed outcomes.
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 does the third party receive?
Copies of the disconnection notices (and, where the program includes them, past-due reminders) in the channel chosen, at the same time as the customer, with the statement that they are not responsible for the bill.
Does the third party have to agree?
They are notified of the enrollment and asked to accept where the rules require; for text or automated call copies, their own consent is captured under the TCPA.
How does the notice run know?
The enrollment is written to CIS, and every disconnection notice run reads it and records each copy's delivery.
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