HomeMy WebLinkAboutStaff Report 14288
City of Palo Alto (ID # 14288)
Utilities Advisory Commission Staff Report
Meeting Date: 6/8/2022 Report Type: VII. NEW BUSINESS
City of Palo Alto Page 1
Title: Discussion of Advanced Metering Infrastructure Opt-Out and Electric
Meter Remote Disconnect and Reconnect Policies
From: Director of Utilities
Lead Department: Utilities
Request
Staff seeks UAC feedback on two new policies associated with advanced metering infrastructure (AMI):
1. AMI Opt-Out Policy (Attachment A)
2. Electric Meter Remote Disconnect/Reconnect Policy (Attachment B)
The draft policies presented here for discussion purposes highlight AMI-specific contents that would be
added to existing Utilities Rules and Regulations. Final policies will be incorporated into the Utilities
Rules and Regulations 9 (“Discontinuance, Termination and Restoration of Service”) (Attachment C) and
10 (“Meter Reading”) (Attachment D) as Rule updates for Council approval before they take effect.
Executive Summary
AMI is a foundational technology that is becoming a standard in the utilities industry and will improve
customer experience while enabling CPAU to operate more effectively. An AMI-based smart grid
system will empower customers to more efficiently utilize utility supplies, facilitate customer adoption
of distributed energy resources (DER) such as solar photovoltaics, energy storage, and electric vehicles,
and enable the timely detection of water leaks. AMI will also enable CPAU to optimize operations and
improve reliability by reducing restoration time for outages. AMI will be a critical system to meet the
community’s greenhouse gas reductions goals by enabling time-of-use (TOU) electricity rates and to
encourage the use of electrical appliances and charging EVs during periods of the day when electricity
cost is low.
Based on previous feedback from the UAC, CPAU will provide customers an alternative to a standard
advanced meter installation through the AMI Opt-Out Policy. Electric and gas residential customers will
be given the opportunity to opt-out of the advanced meter(s) before or after their meter upgrade(s).
CPAU will also be piloting 500 advanced electric residential meters with remote disconnect and
reconnect capability in strategic locations where there is a high rate of turnover (move in/move out),
difficulty of access, and history of non-payment.
Background
On November 19, 2018, the City Council approved the Utilities Smart Grid Assessment and Technology
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Implementation Plan (Staff Report #9780). The assessment recommended the implementation of AMI
and meter data management system (MDMS) smart grid systems for the benefit of electric, natural gas
and water utility customers.
On July 7, 2021, the UAC approved use of the Electric Special Project Reserves in an amount not-to-
exceed $18.5M to fund the Smart Grid Installation Project (EL-11014) (UAC Report #12285). However,
the total project estimate has increased to $18.9M to reflect potential annual CPI index escalator for
installation services of $0.4M post January 1, 2023.
On October 18, 2021, Council approved the AMI contract with Sensus for the citywide AMI system and
installation services (Staff Report #13665). On February 14, 2022, Council approved the MDMS contract
with SmartWorks (Report #13712) to act as the system of record for all meter readings and customer
consumption. It will offer dashboards, visualizations, and analytics to view individual meters or
aggregated meters. The MDMS also provides analysis tools for water leak detection, outage map, and
transformer health.
CPAU has begun a concerted effort to communicate the many facets of this project, including customer
and organization benefits and costs, project timeline and what customers and employees can expect
during different stages of the project, how will this project impact individual staff members, staffing, and
training needs. The AMI project related information can be found at www.cityofpaloalto.org/AMI.
Discussion
Implementing AMI will impact many facets of the CPAU organization and customer interactions. In
addition to early stage communication and feedback from CPAU staff and customers, operational
policies and procedures must be evaluated and updated, with UAC and Council input. Some policies
may not be fully defined until AMI systems are fully configured and business process reengineering are
completed. These discussions will help inform which direction the policies will shift. Any final policies
will be incorporated as revisions to existing Rules and Regulations and presented to Council for approval.
Opt-Out Policy (Electric and Gas)
According to national statistics, CPAU anticipates approximately 0.5% of customers may want to opt out
of the AMI program (150 of 30,000 customers). Customers who opt out will not be able to realize the
benefits of an advanced meter. The electric distribution system is evolving into a complex network that
will allow integration of widely distributed energy resources (DER) such renewable generation, storage,
and energy management systems owned by customers. The widespread adoption of DER requires CPAU
to implement time-dependent electric customer rates, provide more timely and relevant information to
customer about electric consumption patterns, and to gain greater visibility of the electricity flows in the
distribution system for reliable utility operations. The AMI system will also provide greater visibility of
electrical outages and water leaks for customers. AMI sensors will enable faster detection and
restoration of electrical outages and repair of water leaks. AMI will provide tools for customers to
implement additional customer energy efficiency and conservation initiatives.
If a residential customer wishes to opt-out of the AMI electric and/or gas program, they will be given the
opportunity to opt out either before or after their advanced meter upgrade. If the customer would like
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to keep their existing legacy meter, they will have to notify CPAU before their scheduled AMI meter
replacement date. Customers will receive one mailer and one door hanger in advance of their meter
upgrade. If an advanced meter has been installed, CPAU will disable the AMI meter’s radio transmission
communications which also results in a monthly manual meter read for billing purposes. CPAU will not
be providing a water meter opt-out option since water meters are typically located in the public right of
way and distant from the home.
Opt-out customers will be assessed opt-out fees to recover costs for Customer Service, Meter Reading
and Billing for manual monthly billing. A one-time non-refundable set up charge in the amount of $100
will be billed on the customer residential account. In addition, a recurring monthly fee of $25 will be
billed to the residential account to cover the costs of utility billing and manual meter read verification.
Customers can opt-in to the AMI program at any time to discontinue the opt-out fees for no charge.
Electric Meter Remote Disconnect/Reconnect Policy
One major operational benefit of AMI is reducing the cost and number of utility service vehicles being
dispatched (truck roll) for customer disconnection and reconnection. By decreasing the number of truck
rolls, the City’s carbon footprint is also reduced and utility resources can be reassigned to other services.
Remote disconnect meters have a breaker inside of them that can be controlled remotely. This would be
an effective solution for customers who are turned on and off frequently as well as residences that have
a high turnover such as rental properties or apartment complexes. Customer service will also be
enhanced for these high turnover residential properties because remote disconnection and
reconnection can occur within one business day instead of scheduling an appointment for one to three
days out depending on staff’s availability. CPAU can tell our customers with remote
disconnect/reconnect meters exactly when to expect their power to be turned on for move-in day and
shut off on move-out day. For non-payment customers who had been disconnected in accordance with
the process set out in Rule 9, CPAU can restore power almost immediately after payment has been
received instead of waiting for a truck roll.
Timeline
Due to materials shortage and supply chain delays, delivery of electric commercial AMI meters has been
delayed four to six months. The Beta phase (field deployment of ~ 1,000 electric meters) will likely
begin in January 2023 instead of July 2022. The Beta phase is a comprehensive quality assurance effort
including end-to-end system integration, meter functionality, parallel billing, business process
documentation, and training. Tentatively, CPAU expects full AMI deployment to be completed by end of
calendar year 2024.
Policy Implications
A number of policies to implement and operate an AMI system must be considered and approved as the
project implementation progresses. Such policies and procedures and related Utilities Rules and
Regulations will include: opt-out policy (discussed here), meter reading (discussed here), billing
estimation in the event of a communication network outage, billing adjustment for water leak
forgiveness.
Stakeholder Engagement
As part of the 2018 Utilities Strategic Plan development, staff actively engaged with internal and
external stakeholders to identify priorities to be carried out by staff over the next three to five years.
AMI was a recurring theme and identified as a strategic initiative under the “Technology” priority to
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increase system reliability, enhance customer experience, improve response time, and meet the
community’s sustainability goals.
Environmental Review
The Utilities Advisory Commission’s discussion of the AMI policies does not meet the definition of a
project under Public Resources Code 21065 and therefore California Environmental Quality Act (CEQA)
review is not required.
Attachments:
• Attachment A: CPAU OptOut Policy 1.8
• Attachment B: CPAU RemoteDisconnect Policy 1.8
• Attachment C: Rule 09 Discontinuance Restoration - Redline - Draft 5-18-22
• Attachment D: Rule 10 Meter Reading- draft 5-18-22
• Attachment E: Presentation
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POLICY AND PROCEDURES XX
Revised: May 2022
Advanced Metering Infrastructure (AMI) Opt-Out Policy
I.BENEFITS OF ADVANCED METERING
Provides customer with hourly/daily utility usage information to help customer understand
where and when energy and water are being consumed, so customer can make informed
decisions about their utility consumption.
Enables early detection of water leak on property, reducing unexpected high-water bills.
No need to wait for a month to receive a bill and possible surprise at high costs if there has been
a leak or other utility usage spike at their home.
Hassle-free transfer of service; eliminates the need for appointments to turn service on or off.
Faster detection of electrical outages, causes, and shorter restoration time.
Less home and business visits will eliminate manual meter readers, saving time, money, and
meter reader injuries.
AMI data will allow CPAU to make better electric distribution system maintenance decisions.
Enables CPAU to better manage the distribution system, leading to greater reliability.
II.GENERAL POLICY STATEMENTS
Advanced Metering Participation
Unless customer specifically opts out in the advertised opt-out period:
o All customers will be upgraded to advanced metering
o New accounts will automatically participate in advanced metering
If customer wishes to opt out and temporarily keep their existing (legacy) meter, customer must
notify the City of Palo Alto before a new AMI-enabled meter is installed. Customer will be
notified of scheduled meter replacement via mailer and door hanger. If customer contacts the
City of Palo Alto after the AMI meter is installed, the AMI meter’s radio transmission
communications will be turned off and disabled remotely, and meters will be read manually.
All legacy meters will be upgraded to a new AMI-enabled meter with radio turned off upon:
o Legacy meter failure
o Meter maintenance/obsolescence
o Customer decision to upgrade
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POLICY AND PROCEDURES XX
Revised: May 2022
III.ELIGIBLE CUSTOMERS
Customers selecting to opt out of AMI (either with legacy meter or inactive AMI meter)must
participate in the “Customer Reads Own Meter” program.
Customer must sign a form acknowledging fees, terms, and conditions of the “Customer Reads
Own Meter” program.
As part of the “Customer Reads Own Meter” program, customer must provide access for CPAU to
read the meters for verification on an annual basis. For such purposes,Customer must provide
meter access to CPAU personnel during regular business hours.
Customer must opt out at the account level, and the opt out must be completed by the account
holder.
Customer will be ineligible to opt out or opt-out selection will be revoked if a customer has a record of
any of the following:
Equipment tampering or electric/water/gas diversion
Account is not current, not in good standing,or not in compliance with rules and regulations
Obstructed meter access for meter reading and/or meter maintenance
A meter site location that CPAU deemed inaccessible or hazardous for City of Palo Alto personnel
to access.
Customer Type Eligible to Opt-Out
Residential: Single Family
Electric Service
Gas Service
Water Service
Yes
Yes
No*
Move-in, New Account, New Service No
Residential: Multi-unit No
Commercial & Industrial No
Net Metering (solar)No
Temporary Service No
*CPAU will not be providing a water meter opt-out option since water meters are typically located in the public
right of way, not on private property.
IV.OPT-OUT FEE
1.Set Up Charge
Set up charge is per residence, not per meter. If customer has both an electric and gas meter at
their property, only one setup charge will be added to the statement. However, if customer
would like to opt-out for other residences on their account, there is a setup charge for each
additional location.
Legacy electric/gas meters: A one-time non-refundable set up charge in the amount of
$100 will be billed on the residential customer account.
Customer can keep their existing legacy meter until the opt out period expires
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POLICY AND PROCEDURES XX
Revised: May 2022
Meter Reading
o Customer will be required to participate in the CPAU “Customer Reads Own
Meter” program. This program allows customer to read (or photograph) their
own meter and submit that information to CPAU on a monthly basis.
o Submit Reads:
Email: meter.readings@cityofpaloalto.org
Mail pre printed Meter Read Cards:
City of Palo Alto Utilities,Ground Floor
Palo Alto, CA 94301
Online, through the Meter Reading Form
2.Monthly Fees:
In addition to the applicable monthly Customer Charge for service, a non-refundable
monthly fee in the amount of $25 will be billed to the residential account. The fee will
cover the expense of processing customer self reads.
Customers can opt in to AMI at any time for no charge.
V.HOW TO OPT-OUT
For customer’s convenience, there are multiple ways to opt out of the advanced meter program.
•Use the online form.
•Submit an opt-out request by visiting our office, City of Palo Alto Utilities Ground Floor, 250
Hamilton Ave, Palo Alto CA 94301.
• By phone,by calling at (650) 329-2161.
VI.“CUSTOMER READS OWN METER” PROGRAM (RULE AND REGULATION 10)
The “Customer Reads Own Meter” program allows Customers to be responsible for reading CPAU Meters
located on their property. The Customer sends the Meter readings to CPAU for entry into CPAU’s
computer billing system. It is the Customer’s responsibility to furnish the readings to CPAU in accordance
with the Meter reading schedule that CPAU will provide upon the Customer’s entry into the program.
Customer participation in this program is at the sole discretion of CPAU.
1.If a Customer reading is not received by CPAU in time for billing, an estimated read(s) will be
made by CPAU. Failure by the Customer to consistently provide Meter readings shall result in
termination of participation of both “Customer Reads Own Meter” and “Opt-Out” programs.
2.In the event the Customer fails to provide readings for two consecutive months, CPAU may
require the Customer to provide access to the Meters, or relocate them, at the Customer’s
expense, to an accessible location on the property, in accordance with such CPAU Rules and
Regulations, procedures, and standards that apply to relocation of Service.
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POLICY AND PROCEDURES XX
Revised: May 2022
3.On an annual basis, CPAU will read the Meters for verification. For such purposes, Meter access
by CPAU personnel during regular business hours must be provided by the Customer.
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ELECTRIC METER REMOTE DISCONNECT/RECONNECT POLICY XX
Revised: May 2022
Electric Meter Remote Disconnect/Reconnect Policy
This policy outlines how City of Palo Alto Utilities will use the remote disconnect reconnect enabled
electric meter function for customer electric services. The use of remote disconnect reconnect electric
meters allows for the disconnection and/or reconnection of an electrical service to a service address
without City of Palo Alto staff being physically present where the electric meter is located.
I.INSTALLATION:
Remote disconnect reconnect enabled electric meters may be installed at any location identified by City
of Palo Alto Utilities using the following conditions as guidelines.
•A service address that has a high rate of move-in and move-out events, where multiple accounts
are opened and closed within a 36-month span.
•Any service address that has been physically disconnected for non-payment more than 1 time in
the previous 12 months.
•A meter site location is deemed inaccessible or hazardous for City of Palo Alto personnel to
access.
II.DISCONNECTION:
City of Palo Alto reserves the right to remotely disconnect the electric meter in accordance with Rule 9
(Disconnection, Termination, and Restoration of Service) if an account has been closed for move out, if
there is an outstanding bill that has no agreed upon resolution, or if a hazardous condition has been
identified. Customer is fully responsible for any impacts resulting from the disconnection at the service
address.
III.RECONNECTION:
Upon customer resolving a Customer Service Department-related issue such as establishing a new
account or making an overdue payment, City of Palo Alto will remotely reconnect the electric services by
initializing the reconnection switch in the meter for the service address within 1 full business day. City of
Palo Alto reserves the right to remotely reconnect the electric meter and it is the customer’s full
responsibility to ensure that all equipment and appliances at the service address pose no potential
hazard if and when the electric meter is reconnected, and the electric service is restored.
Attachment B
•
CITY OF
PALO ALTO
UTILITIES
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DISCONNECTION, TERMINATION AND RESTORATION OF SERVICE
RULE AND REGULATION 9
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective 10-21-2019 TBD
Sheet No 1
A. CUSTOMER-INITIATED TERMINATION OF UTILITY SERVICE
1.A Customer requesting termination of Utility Service(s) must notify the CPAU Customer
Service Office at least three business days before the Service termination effective
date. Upon receipt of such notice, CPAU has no obligation to render Service after the
effective date of such change, and CPAU will discontinue the Customer’s
responsibility for bills for Service supplied to the Premises after that date.
2.A Customer vacating a Premise to move to another Premise served by CPAU, but
wishing Service to continue beyond the date vacated, must provide an effective date
of termination to the CPAU Office or Call Center at the time of the request for
establishment of Service for the new Premise. The Customer is financially
responsible for all Service supplied prior to the Service end date, and Customer must
provide a forwarding address for final billing purposes.
B.CPAU-INITIATED TERMINATION OR DISCONNECTION OF SERVICE
CPAU may terminate or disconnect Utility Service when an existing Customer, through action or
inaction, has not complied with Utility Service requirements as stated in these Rules and
Regulations, or other applicable laws. CPAU will terminate or disconnect Utility Service as a last
resort. Actions that warrant termination or disconnection of Service include, but are not limited
to, the following:
1.Use of Utility Services without having first complied with the requirements for Service.
Customers will be responsible for all associated Charges from the date of initial
Service as determined by CPAU, up to the maximum period allowed by law.
2.Vacating Premises without notification to CPAU.
3.Tampering, damaging, interfering with or destroying CPAU equipment, facilities or
property. Customers will be liable for all damage to CPAU arising from negligence,
lack of proper care, or wrongful act of the Customer or Customer’s tenants, agents,
employees or contractors.
Attachment C 5.c
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DISCONNECTION, TERMINATION AND RESTORATION OF SERVICE
RULE AND REGULATION 9
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective 10-21-2019 TBD
Sheet No 2
4. Nonpayment of bills or any proper Charges from special fees, licensing agreements, loans
or returned check(s) due to insufficient funds in Customer’s bank account; failure to
establish credit, failure to provide adequate credit information, or failure to provide
required deposits.
C. PROCEDURES FOR CPAU-INITIATED DISCONNECTION OF SERVICE
1. Prior to disconnection for non-payment, CPAU will provide two written notices to the
Customer, and/or the third party the Customer has designated to receive such notices,
as applicable:
a. 10-Day Late Notice: The first “Late Notice” is issued 5 days after the bill due date
and informs Customer that a late fee has been charged, and Customer must pay
the overdue amount by the date specified to avoid disconnection of Service.
b. 48-Hour Disconnect Notice: If payment is not received by the date specified in
the 10-day notice, a Disconnect Notice will be delivered to the Customer’s
Premises, notifying the Customer that payment must be received within 48 hours
or Utilities Services will be disconnected for non-payment. If payment is not
received within the 48-hour period, Utilities Services may be disconnected
without further notice.
The 48-hour Disconnect Notice will include:
(1) The name and address of the Customer whose Account is delinquent.
(2) The amount of the delinquency and late fee.
(3) The date by which payment or arrangements for payment is required to avoid
disconnection of Service.
(4) The procedure by which the Customer may initiate a complaint or request an
investigation concerning Service or Charges; except that, if the bill for Service
contains a description of that procedure, the notice is not required to contain
that information.
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DISCONNECTION, TERMINATION AND RESTORATION OF SERVICE
RULE AND REGULATION 9
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective 10-21-2019 TBD
Sheet No 3
(5) The procedure by which the Customer may request amortization of the unpaid
Charges.
(6) The procedure for the Customer to obtain information on the availability of
financial assistance, including private, local, state, or federal sources, if
applicable.
(7) The telephone number of a representative of CPAU who can provide
additional information or institute arrangements for payment.
2. Customers may contact CPAU Customer Service Center to discuss options for averting
disconnection of Service for non-payment: IN PERSON City of Palo Alto Utilities
Customer Service Center, Ground Floor
250 Hamilton Avenue Palo Alto, CA 94301 PHONE: 650-329-2161
BY MAIL
City of Palo Alto Utilities Customer Service Center PO Box 10250 Palo Alto, CA 94303
BY E-MAIL UtilitiesCustomerService@cityofpaloalto.org
3. Deferred or Reduced Payments Policy: Customers may contact CPAU Customer Service
Center to request deferred or reduced payments based on Customer’s demonstrated
financial need. CPAU will notify the Customer in writing of the terms of deferred or
reduced payment.
4. Alternative Payment Schedule Policy: Customers may contact CPAU Customer Service
Center to request an alternative payment schedule based on Customer’s demonstrated
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DISCONNECTION, TERMINATION AND RESTORATION OF SERVICE
RULE AND REGULATION 9
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective 10-21-2019 TBD
Sheet No 4
financial need. An example of a possible alternative payment schedule is the Budget
Billing Payment Plan (BBPP) found in Rule and Regulation 11, “Billing, Adjustment
and Payment of Bills.” CPAU will notify the Customer in writing of the terms of the
alternative payment schedule.
5. To avoid disconnection of Utility Service, a Customer’s outstanding Account balance
may be transferred to another Account in the same class of Service in that Customer’s
name at another location served by CPAU.
6. To avoid disconnection of Utility Service, CPAU may extend payment arrangements for
the unpaid Account balance to accommodate a Customer’s financial situation. If the
Customer fails to meet the terms of the payment arrangement, the outstanding balance
will become immediately due and payable, and the Account Service(s) will be subject
to disconnection after expiration of a 48-hour Disconnect Notice.
7. Customers whose Utility Service has been disconnected for non-payment will have their
Accounts referred to a collection agency when past-due balances exceed 180 calendar
days.
8. Residential metered Utility Services will not be disconnected for non-payment of a bill
on any Friday, Saturday, Sunday, legal holiday or at any time during which the
Utilities Customer Service Office or Call Center is closed. Online payments may take
up to 24 hours to be received by CPAU.
9. Utility Service will not be disconnected for non-payment of an incorrect bill until the
corrected bill becomes past due.
10. CPAU’s Disputed Bills Policy can be found in Rule and Regulation 11, “Billing,
Adjustment, and Payment of Bills.”
11. Utility Service will not be disconnected for non-payment of a disputed bill during
investigation or review by CPAU. The non-disputed portion of the Utility bill will
remain due and payable. CPAU findings and resolution of a disputed bill will be
5.c
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DISCONNECTION, TERMINATION AND RESTORATION OF SERVICE
RULE AND REGULATION 9
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective 10-21-2019 TBD
Sheet No 5
communicated to the Customer within thirty calendar days of the Customer’s
notification to CPAU of the bill dispute.
12. Customers in need of assistance with bill payment for their Utility Service, due to a
reduction in household income resulting from a member of the household being
called to active duty status in the military, may apply for shut-off and payment
protections for a period of 180 days, pursuant to the California Military and Veterans
Code, Section 827, as amended. CPAU, at its option, may extend these protections for
an additional 180 days.
D. PRIOR NOTICE EXCUSED IN CERTAIN SITUATIONS
CPAU may immediately terminate Utility Services, without notice, for an unauthorized action of
a Customer, including, but not limited to:
1. Theft of Utility Service.
2. Willful waste of Water.
3. Unsafe wiring or equipment on Customer Premises or wiring or equipment that fails to
meet CPAU standards or applicable law. CPAU reserves the right to inspect if CPAU
staff reasonably believes that unsafe conditions exist. If the Customer discovers any
defect in their Utility Service, the Customer must notify CPAU immediately.
4. Use of Customer equipment that imposes an electrical Load adversely affecting CPAU’s
Distribution System operation, Service capacity, or Service to its other Customers.
Any Customer that operates Electric equipment including, but not limited to, pumps,
welders, furnaces, compressors or other equipment where the use of Electricity is
intermittent, and causes significant voltage fluctuations or electromagnetic
interference to other Customers, must reasonably limit such impacts or interference
upon request by CPAU. The Customer may be required to permanently mitigate any
ongoing disruption to the Electric Distribution System to an acceptable level
established by CPAU, or avoid the use of such equipment. Failure to comply with
5.c
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DISCONNECTION, TERMINATION AND RESTORATION OF SERVICE
RULE AND REGULATION 9
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective 10-21-2019 TBD
Sheet No 6
such mitigation and/or limitation requests may result in immediate termination of
Utility Service.
5. Placement, construction, or maintenance of any structure, vegetation, debris, or other
object upon the Customer’s Premises that, in CPAU’s judgment, endangers the safe
and reliable operation or maintenance of CPAU overhead or underground Electrical,
Fiber Optic, Water, Gas and Wastewater facilities.
E. REMOTE DISCONNECT/RECONNECT
CPAU will use the remote disconnect reconnect enabled electric meter function for Customer
electric meters on Customer electric services. The use of remote disconnect reconnect electric
meters allows for the disconnection and/or reconnection of an electrical service to a service
address without CPAU staff being physically present where the electric meter is located. Remote
disconnect reconnect enabled electric meters may be installed at any location identified by
CPAU using the following conditions as guidelines.
• A service address that has a high rate of move-in and move-out events where multiple accounts
are opened and closed within a 36-month span.
• Any service address that has been physically disconnected for non-payment more than 1 time in
the previous 12 months.
• A meter site location is deemed inaccessible or hazardous for CPAU personnel to access.
1. Disconnect. CPAU reserves the right to remotely disconnect the electric meter if an account has
been closed for move out, if there is an outstanding bill that has no agreed upon resolution, or if a
hazardous condition has been identified. Customer is fully responsible for any impacts resulting
from the disconnection at the service address.
2. Reconnection. Upon customer resolving a Customer Service Department-related issue such as
establishing a new account or making an overdue payment, CPAU will remotely reconnect the
electric services by initializing the reconnection switch in the meter for the service address within
1 full business day. CPAU reserves the right to remotely reconnect the electric meter and it is the
customer’s full responsibility to ensure that all equipment and appliances at the service address
pose no potential hazard if and when the electric meter is reconnected and the electric service is
restored.
5.c
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DISCONNECTION, TERMINATION AND RESTORATION OF SERVICE
RULE AND REGULATION 9
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective 10-21-2019 TBD
Sheet No 7
E.F. RESTORATION OF SERVICE
1. CPAU will restore Service to a disconnected Account when the financial cause for
disconnection has been rectified and Customer has paid all proper Charges due,
including any additional deposits or reconnection Charges.
2. CPAU will restore Service to a terminated Account when it determines that the physical
cause for termination has been rectified, safe operating conditions have been restored,
and the engineering and operations requirements for Service have been met, including
compliance with CPAU Rules and Regulations.
(END)
5.c
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METER READING
RULE AND REGULATION 10
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective TBD6-27-2016
Sheet No. 1
A.BILLING PERIOD
1.CPAU will attempt to read Water, Gas, and Electric Meters at consistent intervals ranging
from 27-33 days for each Billing Period.
2.Under normal conditions, bills will be based upon actual Meter readings. Under abnormal
conditions, such as, but not limited to Meter malfunction, lack of access to the Meter, or
CPAU staffing limitations, the bill for a Billing Period may be based upon estimated Meter
readings taken from the historical record of consumption at the Premises. To correct any
inaccuracies arising from the use of an estimated Meter reading, CPAU will make
reasonable efforts, but does not guarantee, that it will obtain a Meter reading for the
following Billing Period based on an actual Meter reading.
3.CPAU may estimate bills for unmetered Utility Service, for Utility Service from Meters
which have been tampered with, or where access has been denied or impeded by the
Customer, by the best available means, which may include, but are not limited to:
estimation by comparison to prior Billing Period for the same Premise and equivalent
Billing Period for the prior year. Such bills shall be due and payable by the Customer.
4. When the estimated Meter reading is higher than the actual Meter reading, adjustments for
consumption and cost will be made to the Customer’s next regularly scheduled bill.
B. MULTIPLE METERS FOR SAME SERVICE
For the purpose of calculating Charges, each Meter on the Customer’s Premises will be considered
separately, and the readings of two or more Meters will not be combined, except as follows:
1.Where combinations of Meter Readings are specifically provided for in Rate Schedules or
via contract with the Customer;
2.Where CPAU’s operating convenience or necessity requires the installation of two or more
Meters on the Customer’s Premises.
Attachment D
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METER READING
RULE AND REGULATION 10
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective TBD6-27-2016
Sheet No. 2
C. “CUSTOMER READS OWN METER” PROGRAM
The “Customer Reads Own Meter” program allows Customers to be responsible for the reading of
CPAU Meters located on their property. The Customer sends the Meter readings to CPAU for
entry into CPAU’s computer billing system. It is the Customer’s responsibility to furnish the
readings to CPAU in accordance with the Meter reading schedule that CPAU will provide upon
the Customer’s entry into the program. Customer participation in this program is at the sole
discretion of CPAU.
1. If a Customer reading is not received by CPAU in time for billing, an estimated read(s)
will be made by CPAU. Failure by the Customer to consistently provide Meter readings
shall result in termination of participation in the “Customer Reads Own Meter” program.
2. In the event the Customer fails to provide readings for two consecutive months, CPAU
may require the Customer to provide access to the Meters, or relocate them, at the
Customer’s expense, to an accessible location on the property, in accordance with such
CPAU Rules and Regulations, procedures, and standards that apply to relocation of
Service.
3. On an annual basis, CPAU will read the Meters for verification. For such purposes, Meter
access by CPAU personnel at reasonable hours must be provided by the Customer.
D. OPT-OUT OF ADVANCED METERING
Customer may choose to opt out and temporarily keep their existing (legacy) meter by notifying
CPAU before a new AMI-enabled meter is installed. If Customer contacts the CPAU after the
AMI meter is installed, the AMI meter’s radio transmission communications will be turned off and
disabled remotely, and meters will be read manually.
Unless customer specifically opts out in the advertised opt-out period:
All customers will be upgraded to advanced metering
New accounts will automatically participate in advanced metering
5.d
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METER READING
RULE AND REGULATION 10
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective TBD6-27-2016
Sheet No. 3
1. Eligible Customers
Customers selecting to opt out of AMI (either with legacy meter or inactive AMI meter)
must participate in the “Customer Reads Own Meter” program.
Customer must sign a form acknowledging fees, terms, and conditions of the “Customer
Reads Own Meter” program.
As part of the “Customer Reads Own Meter” program, customer must provide access for
CPAU to read the meters for verification on an annual basis. For such purposes,
Customer must provide meter access to CPAU personnel during regular business hours.
Customer must opt out at the account level, and the opt out must be completed by the
account holder.
2. Ineligible Customers
Customer will be ineligible to opt out or opt-out selection will be revoked if a customer
has a record of any of the following:
Equipment tampering or electric/water/gas diversion
Account is not current, not in good standing, or not in compliance with rules and
regulations
Obstructed meter access for meter reading and/or meter maintenance
A meter site location that CPAU deemed inaccessible or hazardous for City of Palo Alto
personnel to access.
3. Opt-out Fee
a. Set Up Charge. The set up charge is per residence, not per meter. If Customer has both an
electric and gas meter at their property, only one setup charge will be added to the
statement. However, if Customer would like to opt-out for other residences on their
account, there is a setup charge for each additional location.
Legacy electric/gas meters: A one-time non-refundable set up charge in the
amount of $100 will be billed on the residential customer account.
Customer can keep their existing legacy meter until the opt out period expires
5.d
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METER READING
RULE AND REGULATION 10
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective TBD6-27-2016
Sheet No. 4
Meter Reading
Customer will be required to participate in the CPAU “Customer Reads Own Meter”
program. This program allows customer to read (or photograph) their own meter and
submit that information to CPAU on a monthly basis.
Submit Reads:
Email: meter.readings@cityofpaloalto.org
Mail pre printed Meter Read Cards:
City of Palo Alto Utilities, Ground Floor
Palo Alto, CA 94301
Online, through the Meter Reading Form
b. Monthly Fees. In addition to the applicable monthly Customer Charge for service, a non-
refundable monthly fee in the amount of $25 will be billed to the residential account. The
fee will cover the expense of processing customer self reads.
There is no fee to opt in to AMI.
4. How to Opt-out
For Customer’s convenience, there are multiple ways to opt out of the advanced meter
program.
• Use the online form.
• Submit an opt-out request by visiting our office, City of Palo Alto Utilities
Ground Floor, 250 Hamilton Ave, Palo Alto CA 94301.
• By phone, by calling at (650) 329-2161.
5.d
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METER READING
RULE AND REGULATION 10
CITY OF PALO ALTO
UTILITIES RULES AND REGULATIONS
Issued by the City Council
Effective TBD6-27-2016
Sheet No. 5
D. METER READING ERRORS
Under certain circumstances, CPAU will adjust a Customer’s bill for reasons of accuracy. (See
CPAU Rule 11 regarding billing adjustments related to error or malfunction.)
1. Meter reading errors may be brought to the attention of CPAU by the Customer or
identified by a computer generated report as part of the billing review process.
2. When a Meter reading error has been identified, the Customer will be notified of the
correction within 30 calendar days.
(END)
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JUNE 8, 2022 www.cityofpaloalto.org
Advanced Metering Infrastructure (AMI)Customer Opt-Out and
Remote Disconnect/ReconnectPolicies
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Opt-Out Policy
JUNE 8, 2022 www.cityofpaloalto.org
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1
Why and Opt-Out Policy?
Purpose:
•Provide customers an alternative to a standard advanced meter
installation
•Anticipate and prepare for a small group of concerned customers’ needs
Core Principles:
•Allow customers an equitable choice of service, while meeting utility
equipment requirements
•Educate customers on the benefits of an advanced meter
5.e
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2
General Opt-Out Policy
•If customer wishes to opt out and temporarily keep their existing (legacy) meter,
customer must notify the City of Palo Alto before a new AMI-enabled meter is
installed. Customer will be notified of scheduled meter replacement via mailer
and door hanger.
•Unless customer specifically opts out in the advertised opt-out period:
•All customers will be upgraded to advanced metering
•New accounts will automatically participate in advanced metering
•If customer contacts the City of Palo Alto after the AMI meter is installed, the
AMI meter’s radio transmission communications will be turned off and disabled
remotely, and meters will be read manually.
•All legacy meters will be upgraded to a new AMI-enabled meter with radio
turned off upon:
•Legacy meter failure
•Meter maintenance/obsolescence
•Customer decision to upgrade
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3
Eligible Customers
•Customers selecting to opt out of AMI (either with legacy meter or inactive AMI
meter) must participate in the “Customer Reads Own Meter” program.
•Customer must sign a form acknowledging fees, terms, and conditions of the
“Customer Reads Own Meter” program.
•As part of the “Customer Reads Own Meter” program, customer must provide
access for CPAU to read the meters for verification on an annual basis. For such
purposes, customer must provide meter access to CPAU personnel during regular
business hours.
•Customer must opt out at the account level, and the opt out must be completed
by the account holder.
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Ineligible Customers
Customer will be ineligible to opt out or opt-out selection will be revoked if a customer has a
record of any of the following:
•Equipment tampering or electric/water/gas diversion
•Account is not current, not in good standing, or not in compliance with rules and regulations
•Obstructed meter access for meter reading and/or meter maintenance
•A meter site location that CPAU deemed inaccessible or hazardous for City of Palo Alto personnel to
access.
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Opt-Out Fee
1.Set Up Charge
Set up charge is per residence, not per meter. If customer has both an electric and gas meter at their property, only one setup charge will be
added to the statement. However, if customer would like to opt-out for other residences on their account, there is a setup charge for each additional location.
•Legacy electric/gas meters: A one-time non-refundable set up charge in the amount of $100 will be billed on the residential customer
account.
•Meter Reading
•Customer will be required to participate in the CPAU “Customer Reads Own Meter” program. This program allows customer to read (or photograph) their own meter and submit that information to CPAU on a monthly basis.
2.Monthly Fees:
•In addition to the applicable monthly Customer Charge for service, a non-refundable monthly fee in the amount of $25 will be billed
to the residential account. The fee will cover the expense of processing customer self reads.
Customers can opt-in at any time for no charge.
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Remote Disconnect / Reconnect
JUNE 8, 2022 www.cityofpaloalto.org
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6
Electric Meter Remote Disconnect/Reconnect
•This policy outlines how City of Palo Alto Utilities will use the remote
disconnect reconnect enabled electric meter function for customer
electric services.
•The use of remote disconnect reconnect electric meters allows for the
disconnection and/or reconnection of an electrical service to a service
address without City of Palo Alto staff being physically present where
the electric meter is located.
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7
Installation
Remote disconnect reconnect enabled electric meters may be installed at any
location identified by City of Palo Alto Utilities using the following conditions
as guidelines.
•A service address that has a high rate of move-in and move-out events,
where multiple accounts are opened and closed within a 36-month span.
•Any service address that has been physically disconnected for non-
payment more than 1 time in the previous 12 months.
•A meter site location is deemed inaccessible or hazardous for City of Palo
Alto personnel to access.
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8
Disconnection
•City of Palo Alto reserves the right to remotely disconnect
the electric meter in accordance with Rule 9 (Disconnection,
Termination, and Restoration of Service) if an account has
been closed for move out, if there is an outstanding bill that
has no agreed upon resolution, or if a hazardous condition
has been identified.
•Customer is fully responsible for any impacts resulting from
the disconnection at the service address.
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9
Reconnection
•Upon customer resolving a Customer Service Department-
related issue such as establishing a new account or making
an overdue payment, City of Palo Alto will remotely
reconnect the electric services by initializing the
reconnection switch in the meter for the service address
within 1 full business day.
•City of Palo Alto reserves the right to remotely reconnect the
electric meter and it is the customer’s full responsibility to
ensure that all equipment and appliances at the service
address pose no potential hazard if and when the electric
meter is reconnected, and the electric service is restored.
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