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09/14/2009 <br />ATTACHMENT 2 <br />1. Reviewing customer identification in order to establish an account, process a <br />payment, or enroll the customer in the Automatic Payment System (APS) <br />Automatic Bank Card (ABC) draft program: The employee may be <br />presented with documents that appear altered or inconsistent with the <br />information provided by the customer. <br />Response: Do not establish the utility account or accept payment until the <br />customer's identity has been confirmed. <br />2. Answering customer inquiries on the phone, via email, and at the counter: <br />Someone other than the account holder or co- applicant may ask for <br />information about a utility account or may ask to make changes to the <br />information on an account. A customer may also refuse to verify their <br />identity when asking about an account. <br />Response: Inform the customer that the account holder or the co- applicant <br />must give permission, in writing, for them to receive information about <br />the utility account. Do not make changes to or provide any information <br />about the account, with one exception: if the service on the account <br />has been interrupted for non- payment, employee may provide the <br />payment amount needed for reconnection of service. <br />3. Receiving notification that there is unauthorized activity associated with a <br />utility account: Customers may call to alert the City about fraudulent <br />activity related to their utility account and /or the bank account or credit <br />card used to make payments on the account. <br />Response: Verify the customer's identity, and notify the Revenue Services <br />Manager immediately. Take appropriate actions to correct the errors <br />on the account, which may include: <br />• Issuing a service order to connect or disconnect services <br />• Updating personal information on the utility account <br />• Updating the mailing address on the utility account <br />• Updating account notes to document the fraudulent activity <br />• Adding a password to the account <br />• Notifying and working with law enforcement officials <br />4. Receiving notification that a utilities account has been established for a <br />person engaged in Identity Theft. <br />Response: These issues should be escalated to the Revenue Services <br />Manager immediately. The claim will be investigated, and appropriate <br />action will be taken to resolve the issue as quickly as possible. <br />14968 <br />MUFF 205 <br />