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SCHEDULE 3.21 <br />Disconnections <br />DISCONNECTIONS: <br />10/31/98: 31,903 <br />IV30/98: 31,901 <br />12/31/98: 28,054 <br />1/31/99: 22,216 <br />228/99: 29,577 <br />3/31/99: 30,066 <br />DISCONNECT POLICY: <br />Non -pay Disconnects — Every attempt should be made to adhere to the following timing, <br />given available personnel and non -controllable circumstances. <br />Stec I) Approximately 45 to 60 days - Accounts are worked by office personnel <br />Sten 21 Approximately 60 to 65 days - Accounts sent to field for collection or <br />disconnection. <br />Stec 3) Approximately 65 to 70 days - work orders are closed out in CSG. <br />Sten 1 — Office personnel attempt to contact customer to collect the delinquent <br />amount or set up payment schedule. Accounts not contacted or who miss the <br />payment schedule move to step 2. <br />Step — Field personnel attempt to collect delinquent amount by contacting available <br />customers. Accounts not contacted are disconnected. At the disconnection, a door <br />hanger should be left instructing customer to contact our office. <br />Step 3 — All non -pay work orders should be closed out in CSG in order to stop <br />further billing to customer account. <br />Voluntary Disconnects — Every attempt should be made to adhere to the following timing, -_ <br />given available personnel and non -controllable circumstances. <br />Dav 1 — Customer notifies office of disconnect. CSSR schedules per customer. „1 <br />CSSR attempts to save customer. - <br />Eegionine on Dav 2 — Unsuccessful saves, to extent possible, are pre -called by r_ <br />CSSR to confirm schedule of disconnect and attempt to save customer, <br />Beginning 2a.DaK 4— Disconnect sent to field where technician attempts to contact <br />customer to confirm disconnect and possible save. Unsuccessful saves are <br />disconnected. Work order is closed out in CSG to stop billing to customer account. <br />u <br />V <br />SCHEDULE 3.21 --Page t <br />