Purpose:

The Russellville EPB’s Non-Payment and Cutoff Policy is designed to ensure that all outstanding balances

for services–electricity and any other services, now or in the future–are collected promptly and fairly,

without regard to race, color, creed, sex, national origin, or marital status. The policy also addresses the

additional costs associated with collecting unpaid accounts from customers who do not pay their bills when

due.

EPB employees are expected to treat every customer with respect and dignity, particularly when customers

face difficulty in paying their bills. However, we must recognize the financial impact on customers who pay

their bills promptly when others do not. To support providing services at the lowest possible cost to all

customers, it is essential to enforce a policy that minimizes the costs of collecting delinquent accounts and

limits the potential for losses from unpaid accounts.

Nonpayment Notice:

Any customer with an unpaid balance greater than $20.00 will be mailed a notice as soon as possible after

the due date. The notice will be sent to the same address as the monthly bill or to another address provided

by the customer. It will include the amount owed, a deadline for payment in full, and the phone number for

Russellville EPB Customer Service for any questions or account discussions. Accounts remaining unpaid

after the due date will receive a printed late notice and incur a Late Notice Fee to cover the cost of any

handling and processing expenses.

Failure to Receive Notice:

Customers are responsible for providing the EPB with a valid mailing address for receiving bills and notices.

Customers must also ensure that the United States Postal Service (USPS) can deliver mail to that address

and notify USPS of any changes or issues with mail delivery. Additionally, customers must provide a legal

mail receptacle at the designated address. Failure to receive a billing statement or nonpayment notice does

not relieve the customer of the obligation to pay their account by the bill’s due date or the late payment date

indicated on the notice.

Disputed Bill:

Customers disputing a bill must notify EPB Customer Service prior to the late payment date reflected on the

Nonpayment Notice by calling (270) 726-2466. Upon notification, the dispute will be handled in accordance

with the Disputed Bill Resolution Policy. Financial hardship is not a basis for disputing a bill.

Vouchers In Lieu of Payment:

EPB will accept vouchers from Community Action of Southern Kentucky and/or Logan County Good

Samaritan, Inc. as a form of payment for current or future amounts due for service. Vouchers from other

religious, civic, or charitable organizations may be accepted on a case-by-case basis at the discretion of the

EPB.

Request for Extension:

The EPB recognizes that unexpected circumstances can prevent timely bill payment. Customers may

request a one-time extension of up to seven (7) days for a bill due to a nonrecurring hardship, after the

nonpayment notice due date. Only one extension is allowed per twelve-month period. Failure to pay within

the extended period will result in disconnection of services and collection procedures for the outstanding

balance, including any additional deposit if applicable.

Postponement of Termination for Medical Hardship:

Upon EPB’s approval of customer’s Life Support Program enrollment, disconnection of service will be

postponed for 10 days from the original schedule disconnection date to allow customers time to make

payment or alternative shelter arrangements. However, during the 10-day period or until the past due

balance is paid, the customer’s current from meter will be limited to what is needed for the medical

hardship by means of installing a current limiting meter.

Payment Arrangement:

In cases of extreme hardship, EPB may coordinate with customers to manage past-due balances and

maintain account standing. The past-due balance is divided into equal monthly installments, which must be

paid in full by the due date each month, in addition to regular monthly utility charges.

1. A 50% down payment of the past-due balance is required before the arrangement begins.

2. Payment arrangements must be signed by the account holder and the authorized representative.

3. Failure to meet the arrangement terms may result in service disconnection, with the full balance and any reconnection fees required before service is restored.

Extreme Weather:

The EPB does not terminate service for nonpayment during extreme weather conditions. Extreme weather is

defined as a high of 32F or below during the winter, and 90or above in the summer, based on projected

daily forecasts for Russellville, Kentucky, as provided by weather.com.

Collection Procedures:

Any customer who fails to pay their bill by the extended payment date on a Nonpayment Notice, or by any

approved payment extension date, and whose bill is not in dispute, may have their service disconnected.

Once service is disconnected for nonpayment, the delinquent balance, along with any applicable fees

(including reconnection fees) and any additional deposit required under the EPB Deposit Policy, must be

paid in full before service can be restored.

If a customer leaves the EPB service area with an outstanding balance, EPB may take any steps it deems

necessary to collect the unpaid balance, including associated collections costs or attorney’s fees.

Customers returning to the EPB service area must settle any previous unpaid balances before service can be

reestablished.

Fees:

Fees may be assessed if the EPB must take further action to recover unpaid balances beyond the steps

specified above.