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UKRAINE LOCAL ELECTRIC COMPANIES

DRAFT TERMINATION AND DEBT RESCHEDULING

PROCEDURES

(TASK A 2)

NIS InstItutIOnal Based Services Under the EnergyEfficiency and Market Reform ProjectContract No CCN-Q-OO-93-00152-00

Ukrame Power Sector ReformDelivery Order No 18

Fmal Report

Preparedfor

U S Agency for InternatIOnal DevelopmentBureau for Europe and NIS

Office of Envlfonment, Energy and Urban DevelopmentEnergy and Infrastructure DIvIsIOn

Prepared by

Hagler Bailly1530 WIlson Boulevard

SUIte 400Arlmgton, VA 22209-2406

(703) 351-0300

September 11, 1998

______________ Hagler BaIlly _

IIIIIIIIIIIIIIIIIII

CONTENTS

Table of Contents

ExecutIve Summary

8 1 Task DescnptIOn

8 2 Background

8 3 Methodology and Approach

8 4 Recommended Future ActIOns

AppendIx A L'vIvoblenergo CollectIon Procedure Manual

AppendIX B L'vIVoblenergo CollectIOn Procedure Manual (UkramIan)

S-1

S-1

8-2

S-3

IIIIIIIIIIIIIIIIIII

EXECUTIVE SUMMARY

S 1 TASK DESCRIPTION

The work on tlus task was Imtated under DelIvery Order 18 of the UkraIman Power SectorReform Project, Part III Local Electnc CompanIes (LECs) The ObjectIve of Task A underthIs portion of the Statement ofWork was desIgned to "Support Improvements m CollectIOnsand FmancIaI Systems"

The Scope of Work for these actIvIties mcluded the specIfic LEC-Task A 2, wluch states"Improve LEe operatIOn through prooper metenng, bIllIng and collectIOn procedures With agoal to collect m full (through cash, non-cash or subsIdy certIficates) and establIsh andImplement termInatIOn procedures, assIst to ensure that non-cash proceeds are properlyvalued, and assIst LECs m debt reschedulmg for energy mtenstIve customers"

S 2 BACKGROUND

The electnc power mdustry m Ukrame has undergone radIcal changes dunng the last severalyears, transformmg from a fully mtegrated, government controlled monopoly to a structureSImIlar to that ofthe Umted KIngdom's electrIc mdustry - separate generatIOn, transmISSIonand dIstrIbutIOn functIOns and competItIve energy supplIers Dunng tills same tIme theeconomy of the country has also suffered severe stress Many factones have found ItdIfficult, Ifnot ImpossIble, to compete m the open market Plants have closed and largenumbers of workers have been laId off or have receIved no salanes for long penods

ThIS transformatIon has brought With It many challenges and problems that need to be solvedBut none of the problems facmg the electnc mdustry IS more pressmg than that ofcollectmgrevenues from Its customers Extremely poor cash collectIOn rates, as low as 10% m somedlstnbutIOn compames, have had a senous effect on the financIal health of these compamesAnd because the dlstnbutIOn companIes have been unable to pay for the power they purchasefrom the EnergoMarket, there has been a duect negatIve Impact on the mdustry as a wholeThe most apparent Impact from the lack of cash has been mabilIty of generators to buyadequate fuel supplIes, resultmg m blackouts for many ofUkrame's CItIzens However, thelack ofcash has also resulted In other senous, though less ObVIOUS, long term effects Thesemclude poor or even non-exIstent mamtenance ofoperatIng faCIlItIes, lack ofcapItalmvestments to replace worn out faCIlIties or meet new needs, and the company's InabIlIty topay ItS employees and credItors

--------------- Hagler Badly ---------------

IIIIIIIIIIIIIIIIIII

S 3 METHODOLOGY AND APPROACH

In late summer, 1997, and at the request of the Mimstry of Energy, USAID agree to support ashort term Cash CollectIOn Improvement Project III Ukrame Tlus project was deSIgned toaddress cash collectIOn problems at two speCIfic oblenergos, L'VIV and Zaporyzhra Teamsfrom Hagler BaIlly and CMP InternatIOnal began workIng WIth each of these utIlItIes mSeptember,1997 The focus of the teams was on the entIre revenue process, mcludmgmetenng, b111mg and collectIOns In 1998 the members of the team also began workmg WIthKhmelmtskyoblenergo

An extenSIve reVIew of the revenue process was undertaken m order to gam a betterunderstandmg of the cash collectIOn problem In L'VIV, the reVIew was Imtially lImIted toreSIdentIal and large mdustnal customers, as outlIned m the ActIon Plan for the CashCollectIOn Improvement Project In an effort to mcrease understandIng of the local processesand organIzatIOnal structure related to collectIOns, teams analyzed statIstIcal data, revIewedvarIOUS documents related to polICIes, procedures, government orders and contracts, andmterviewed key mdlvlduals wlthm the comparues

In addItIOn, the teams m L'VIV conducted group meetmgs of front Ime managers mvolved mthe collectIOn process These mcluded dIVISIon (PEM) deputy dIrectors and the Heads forSales and InspectIOns, as well as regIOnal (REM) managers or theIr representatIves It wasagreed that It was essential to mclude the people who would be responSIble for Implementmga new set of procedures m the development stage If the projects were to succeed

As can be found at utIlItIes mother countnes of the former SOVIet Uruon, the collectIOnprocedures In UkraIne, If stnctly followed, prOVIde for tImely collectIOn ofrevenueHowever, problems anse due to a lack of clanty whIch, m some mstances, allows managerson the local level to aVOId enforcement of the procedures and permIts customers to acqUIrelarge credIt balances Also, there IS no comprehenSIve approach to collectIOn procedures thatclearly states the steps ofthe process to be followed, IncludIng procedures to protectcustomers who truly need aSSIstance

As a result ofour work, a set oftermmatIOn and debt reschedulmg procedures has beendrafted for L'vivoblenergo, WIth the mtent that these may form the baSIS for a genenc set ofprocedures for any Oblenergo m Ukrame These procedures and forms been converted mtoUkrmman for the purpose ofreVIew WIth the Ukrarman counterparts, and future adoptIon anduse These are mcluded In AppendIces A and B The procedures are based on collectIonsprocedures used In Western countnes, takIng mto conSIderatIOn, wherever pOSSIble, theprocedures already In place In UkraIne The procedures Include the follOWIng elements

... CollectIOns calendar and work flowcharts for both ReSIdentIal and Non-ResIdentIalcustomers

... DIsconnect and reconnectlon procedures

... Payment arrangement and debt restructunng pohcles

--------------- Hagler Bailly ---------------

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.. ResIdential and Non-ResIdential deposIt procedures

.. MedIcal emergency and WaIver certificatIOn procedures

.. Legal actIOn follow-up procedures

The procedures also mclude draft forms for use by a dIstnbutIOn company, mcludmg

.. DIsconnect and Post DIsconnectIOn NotIce forms

.. Payment Arrangement Plan form

.. Extended Payment Arrangement Plan forms for regular customers, budget customersand pnonty customers

.. DIsclosure Statement for Secunty DepOSIts

.. MedIcal Emergency and WaIver CertIficatIOn forms

RECOMMENDED FUTURE ACTIONS

The draft procedures contamed m tills report are an Irutial step m provIdmg a systematICapproach to collectIOns for the Oblenergos m Ukrame Further work needs to be done torefine these procedures before they can be finally adopted on a WIde-baSIS ThIS workmcludes

.. DetaIled reVIew of the procedures WIth speCIfic Oblenergos at L'VIV and Khmelrutsky

.. AdaptatIon of speCial reqUirements, such as changes that may be necessary for thelevehzed payment pIlot project bemg Implemented m L'VIV OblenergoReVIew and approval of the procedures WIth the Mmistry of Energy and the NatIonalRegulatory CommISSIOnAdoptIOn and endorsement of the procedures by seruor management atL'vivoblenergo and Khmelmtskyoblenergo

.. Tralillng of staffmembers m each company at the PEM and REM levels

In addItIOn, these procedures WIll be more effectIve where there IS a computenzed customerdatabase that allows the dIstnbutIOn companIes to record meter readmgs, calculate and pnntcustomer bIlls, track payments, and produce management reports that WIll supportImplementatIOn of the procedures Further progress should be made on the acqUISItIon andInstallatIOn of such a system at both L'VIV and Khmelmtsky

--------------- Hagler BaIlly ---------------

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ApPENDIX A

L'VIV OBLENERGO COLLECTION PROCEDURE MANUAL

_______ HaglerBallly _

Collections Calendar 30/9/98

Disconnect Notice 30/9/98

Payment Arrangements 30/9/98

Debt Restructuring 30/9/98

Resldentral Deposits 30/9/98

Non-Residential Deposits 30/9/98

Reconnectlon 30/9/98

Medical Emergency 30/9/98

Waivers 30/9/98

Legal Action 30/9/98

IIII No

I 110

I120

130

I 135

140

I 150

I160

170

I 180

190

IIIIIIIII

TOPIC

L'VIVOBLENERGO

Revenue Collection Procedures Manual

DATE ISSUED

Draft 1- Sep-98

DATE REVISED

III NO

I 101

I102

103

I 104

105

I 106

107

I 108

I 109

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L'VIVOBLENERGO

FORM

Disconnect Notice

Post Disconnection Notice

Payment Arrangement Plan

Extended Payment Arrangement Plan

Extended Payment Arrangement Plan - BUdget Customer

Extended Payment Arrangement Plan - Prlonty Customer

Disclosure Statement for Secunty Deposit

Medical Emergency Certification

Waiver Certification

REVENUE COLLECTION PROCEDURE MANUAL

IIII

L'VIVOBLENERGO

PURPOSE

TOPIC Collections Calendar NO

PAGE 1 of 2 ISSUED

REVISED

110

30/9/98

Non-Residential Account Overdue

DESCRIPTION

This procedure describes the calendar of actrons taken by L'vlvoblenergo to collect overdue billsfrom customers

When a customer has not paid their bill on time or has paid an Insufficient amount, L'vlvoblenergowill undertake the following actions on the days indicated

q

Customer reads meter

Oblenergo reads meter

Capacity Charge for current month and prior month balance due

Payment due at Bank

Customer receives bIll for prror month balance

Payment for % of estimated energy due

Payment not receivedDisconnect Notice sent

Payment for % of estimated energy due

Disconnect Notice DuePayment not receivedNo payment arrangement establishedRead meter and disconnectLeave customer Form 102

Capacity for current month and prIor month balance due

Payments for prior month not received or are InsufficientDisconnect Notice sent

Day 30

Day 10

Day 30

Day 5

Day 5

Day 25

Day 10

Day 15

Day 25

DayS

Day 2

Month 2

Month 1

Month 1

Month 3

Residential Account Overdue

Month 2

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IIIIIIIIIIIIIIIIIII

L'VIVOBLENERGO

Day 15

Day 20

TOPIC Collectlons Calendar NO

PAGE 2 of 2 ISSUED

REVISED

Payment for %of estimated energy due

Disconnect NotIce duePayments not received or are InsufficientNo payment arrangement establishedAccount listed on the Disconnect Work ListRead meter and disconnectLeave customer Form 102BegIn legal action In ArbitratIon Court

110

30/9/98

}O

Calculation of Residential Customer Balance Due

Issuance of Disconnect Notice

DESCRIPTION

The follOWing Information must be included In all disconnect notices

1l

30/9/98

120

REVISED

ISSUED

NO

Total estimated or billed balance on the customer's account IS

greater than _ Hrv and overdue by more than 60 days

The customer does not make a payment agreed to In thepayment arrangement by the date due

TOPIC Disconnect Notice

PAGE 10f3

No payment has been made on the account for 2 months


Total estimated or billed balance on the customer's account IS

greater than _ Hrv and overdue by 5 days

The customer does not make a payment agreed to In theirpayment arrangement by the date due

Account numberCustomer's name and addressTotal balance dueDate notice mailedDate disconnect notice IS dueInformation on how the customer can stop the disconnectAddress phone number and hours of operation for oblenergo customer service office

This procedure describes when and why a Disconnect Notice must be Issued

L'VIVOBLENERGO

PURPOSE

Non-Residential Customer

Residential Customer

When there IS no current meter reading for a residential customer the Balance Due Will be equalto the depOSit amount for that customer category (See Section 140) If the customer ISdisconnected the Balance Due Will be adjusted based on the meter reading taken at the time ofdisconnection

A disconnect notice (Form 101) Will be Issued to the customer when one of the follOWingconditions apply

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Deletion of Disconnect Notices

Disconnection Procedures

A disconnect notice will not be sent whenever

When the meter Inspector enters the customer s premises, he must advise the customer that hehas an order to disconnect the electnc service He must advise the customer of the amount of thebalance indicated In the disconnect notice and the procedure for payment and reconnectlon Ifthe customer pays the balance indicated In the disconnect notice In full and the fee for the meter

120

30/9/98

NO

REVISED

ISSUED


PAGE 2of3


The customer IS on the list of institutions and enterpnses whichcan not be disconnected by Cabinet of Ministers Order

A medical emergency has been certified by a registeredphysIcian

A customer IS eligible for a waiver by Cabinet of Ministers Orderand appropnate documentation has been filed withL'vlvoblenergo

Residential Customer

L'VIVOBLENERGO

Non-Residential Customer

Disconnect Notice Exemptrons

Disconnect Notice Due DatesThe due dates for residential disconnect notices will be Monday through Thursday Nonresidential disconnect notice due dates may be Monday through Friday Disconnect due dateswill not be scheduled for weekends and holidays All customers appearing on the DisconnectNotice Work List will be disconnected on the due date of the notice or Within 10 working days afterdue date No disconnections may be done pnor to the due date of the notice

Disconnect Notice Work Lists

A disconnect notice will be deleted from the Disconnect Work list when notification IS receivedfrom a customer service representative that the customer has remedied the reason for the noticeIn one of the follOWing ways

The overdue balance has been paid In fullThe customer has agreed to a payment arrangementA medical emergency has been established for reSidential customer and certified by a pUblichealth official (Medical Emergency Form 108)A Waiver due to the customer's eligibility for a subSidy or for a pnvlleged tanff that reqUires nopayment from the customer has been established (Waiver Certification Form 109)

A Disconnect Work List will be compiled two workdays pnor to the scheduled disconnect date andsent to the Head of Meter Inspectors The accounts will be listed In sequence by disconnect dateThis list will be updated dally and will serve as the work list for meter Inspectors

The Work List for Non-ReSidential Customers will also be sent to the Regional EnergyCommission office as notification of pending disconnections

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IIII

Inspector's VISit, the meter Inspector will leave the service connected If the customer has areceipt showing payment of the balance, the Inspector will leave the meter connected

At the time the meter IS disconnected, the meter Inspector must read the customer's meter, fill outa Post Disconnection Notice (Form 102) and leave It at the customer's premises

REVENUE COLLECTION PROCEDURE MANUALIIIIIIIIIIIIIIIIIII

L'VIVOBLENERGO


PAGE 30f3

NO

ISSUED

REVISED

120

30/9/98

DESCRIPTION

Special Payment Arrangement

Regular Payment Arrangement

During the winter months of November through March, a lOW-income ReSidential customer maybe offered a Special Payment Arrangement

rf

30/9/98

130

REVISED

ISSUED

TOPIC Payment Arrangement NO


PAGE 10f2

Under thiS type of arrangement the customer agrees to pay the current bill each month plus aportion of the arrears, including late payment charges, and does not go further mto debt WithL'vlvoblenergo

The arrangement amount plus the current month's bill will be reqUired each month until theaccount IS paid In full

The arrangement penod shall be approximately equal to the time It took to accumulate the pastdue amount The customer can enter Into thiS arrangement plan at any time Late paymentcharges are applied to their arrears balance each month

L'vlvoblenergo should collect In a timely fashion from those customers who can afford to pay forelectnc service, but It IS also the Oblenergo's responsibility to negotiate payment arrangementsthat are reasonable to the customer and the Oblenergo for those customers who are havingdifficulty paYing their bills Anytime personal contact With the customer IS made, a paymentarrangement must be offered If the customer IS experrenclng problems paying the amount owedA customer representative must explain the arrangement plan to the customer and negotiate aplan that best meets the customer's needs

This procedure descrrbes Residential and Non-Residential payment arrangements and eligibilitygUidelines

Under thiS type of arrangement the customer agrees to pay the current bill each month dunng thewinter penod and beginning In Apnl pay their current bill plus a portion of their arrears Thepayment arrangement should be calculated so that all of the customer's arrears are paid by theend of October L'vlvoblenergo may choose to waive the Late Payment Charge on the arrearsbalance through the wmter penod

A Regular Payment Arrangement IS used when a customer owes a balance and needs to spreadthe payment of their arrears over a penod of months

L'VIVOBLENERGO

PURPOSE

When customers are unable to pay the total balance due on their bill, service must stili beprOVided If the customer

1 Pays a reasonable portion of the current month's bill, and2 Agrees to pay the remaining balance In reasonable Installments and3 Agrees to pay all future bills Within a reasonable time until the arrangement IS paid up

This reasonable time IS defined as the due date of the payment

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Second Payment Arrangement

Payment Arrangement Documentation

If a Non-Residential customer falls to comply with the terms of a payment arrangement, theOblenergo IS not reqUired to negotiate a second payment arrangement

30/9/98

130

ISSUED

REVISED

TOPIC Payment Arrangement NO

PAGE 20f2

REVENUE COLLECTION PROCEDURE MANUALL'VIVOBLENERGO

All payment arrangements must be documented In the L'vlvoblenergo's billing records and a lettersent to the customer for hiS records (Form 103)

If a Residential customer falls to comply with the terms of a payment arrangement dunng thewmter period, L vlvoblenergo may allow the customer to establish a second paymentarrangement However, the Oblenergo IS not required to negotiate a second arrangement

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ThiS procedure describes the rescheduling for payment of old debt by electnc customers Theobjective IS to maXimize the present value of revenue recovery by L'vlvoblenergo

REVENUE COLLECTION PROCEDURE MANUALIIII

L'VIVOBLENERGO

PURPOSE

TOPIC Debt Restructunng

PAGE 10f4

NO

ISSUED

REVISED

135

30/9/98

IIIIIIIIIIIIIII

DESCRIPTION

Currently, there IS a substantial amount of money owed to L'vlvoblenergo by customers forelectnclty previously consumed In order to maXimize the present value of revenue recovery,L'vlvoblenergo Will conduct a comprehensive, systematic review and restructunng of all customerdebts Revenue recovery Will be accomplished by one of three means

Standard payment arrangementExtended payment arrangementLegal action

All current and future debts Will be vigorously pursued uSing the polley and procedures descnbedIn thiS manual All old debts (I e those debts over 3 months old) Will be pursued uSing theprocedures described In thiS sectionStarting 10/1/98, all debts Will accrue Interest at the annual rate of xx%, (the National Bank ofUkraine Interest rate on short term loans plus 2%) unless speCified otherwise In thiS polley

Maximum efforts WIll be used to collect all debts In cash Where cash eqUivalents or other assetsare accepted In lieu of cash, the credit to the customer's account WIll be based on the actualmarket value of the asset, not the face value The pnonty of assets preferred for payment of debtsIS

CashLIqUId cash eqUivalents of equal market value (state treasury notes, bank promissorynotes, etc)Offsets of equal market value (which must be executed through the bank offsetprocedure)Fixed assets of equal market value (only as a last resort, e g to sell to liqUidate a courtJudgement)

All payments Will be deposited In the L'vlvoblenergo cleanng account at the Energomarket Fundto be dlstnbuted according to the Energomarket Funds Procedure Payments which are notdeposited to thiS account Will not be credited to the customer's account

Debts of current customers Will not be written off or down Debt of disconnected customers Will bewritten off or down only after all legal procedures as desCribed In Section 190 are completed

Customers receiving energy service from Independent Energy Suppliers are stili ultimatelyresponsible to L'vlvoblenergo for any debt owed to L'vlvoblenergo L vlvoblenergo Will follow therevenue collection procedures descnbed In thiS manual, Including disconnection, to recover anysuch debt

Debt Re-schedullng Procedure

The procedure that Will be followed to claSSify reschedule and recover customer debts IS

Extended Payment Arrangement

All active debtor customers will be segmented by the Sales Department Into two groups

L'vlvoblenergo Will begin Implementation of thiS procedure Immediately and Will make offers to allaffected customers as soon as pOSSible All offers Will be made no later than December 31 1998No offers Will be repeated after that date

The Sales Department Will send each customer a notice shOWing customer name accountnumber location tanff and amount of outstanding debt and offenng an extended paymentarrangement A copy of each notice shall be prOVided to the regional NERC office

30/9/98

135

ISSUED

NO

REVISED

PAGE 20f4



L'VIVOBLENERGO

descnbed below

Upon receipt of an Extended Payment Arrangement offer, the customer Will have 10 days torespond to L'vlvoblenergo, and accept the arrangement or negotiate an alternative Customersfailing to make such arrangements or failing to make payments on schedule Will be subject todisconnection In accordance With Council of MInisters Order #705 and the procedures descnbedIn thiS manual

Current Debtors, defined as those active accounts with 3 months debt or less These debtswill be vigorously pursued following the disconnection for non-payment procedure (Section120), and standard payment arrangement procedure (Section 130)Old Debtors, defined as those active accounts with over 3 months debt These debtors will beoffered an Extended Payment Arrangement, as descnbed In thiS sectlonelow

All active debtor customers will be vigorously pursued to collect the debts owed to L vlvoblenergoAny customer (except as specifically descnbed In the following paragraph) who falls to either paytheir debt In full or sign a standard or extended payment arrangement, or who falls to comply withthe payment schedule or other provISions of the payment arrangement, will be disconnected, asdescnbed In Section 120Debt collection for disconnected non-residential customers Will bepursued through legal action, as deSCribed In Section 190

L vlvoblenergo should pursue all avenues available to collect debt owed by customers, espeCiallycustomers with a substantial amount of debt Due to the extraordinary nature of the current debtSituation L'vlvoblenergo may offer Old Debtors a special Extended Payment Arrangement asdescnbed below

Extended Payment Arrangement

ThiS arrangement Will be used for all Industnal, agncultural, mUniCipal service reSidential, andother customers

The terms of the offer call for payment of the outstanding old debt In equal payments over apenod of not more than 48 months The minimum equal monthly payment IS 40% of an averagetotal monthly bill or 3% of the anginal outstanding debt, whichever IS greater Payments are to bemade to the Oblenergo by depOSiting directly Into the Oblenergo's account at the Energomarketfund, In cash where pOSSible otherwise With State Treasury Promissory Notes of equal marketvalue Interest shall accumulate dally on the outstanding balance, starting on the date the

IIIIIIIIIIIIIIIIIII

payment arrangement offer IS sent at the annual rate of 30 % for unsecured debt and at the rateof 20% for debt secured by bank letters of credit or other similar means

Each customer shall sign a special payment arrangement contract with L'Ylyoblenergo specifyingthe amount and timing of debt repayment

Each Ministry and local department (acting through the local finance department) shall sign aspecial payment arrangement contract with the Oblenergo specifying the amount and timing ofdebt repayment Ministries and local departments may make payments directly, or may makearrangements for payments through the MInistry of Finance

The terms of the offer call for payment of the outstanding debt In 12 equal monthly amounts,including Interest starting no later than 30 days after the date sent Payments are to be made bythe Ministry of Finance to L'vlvoblenergo by depOSiting directly Into the Oblenergo's account atthe Energomarket Fund, In cash where pOSSible otherwise with State Treasury Promissory Notesof equal market value Interest will accumulate dally on the outstanding balance, starting on thedate the notice IS sent, at the annual rate of 20%

30/9/98

135NO

REVISED

ISSUED


PAGE 30f4


Extended Payment Arrangement - Budget Customers

ThIS arrangement will be used for all state and local bUdget customers

The Sales Department will prepare and send, to each appropnate MInistry or local oblast asapprorplate, a list of budget customer debts shOWing customer, account number, location, tanff,and amount of outstanding debt Copies of each list shall be proYlded to the Ministry of Finance,the regional NERC office, Mlnenergo the Head of Oblast Administration (local budget customersonly) and the Energomarket Funds Administrator

The Sales Department will send, to each prronty customer, a prronty customer notice, stating thatthe customer has failed to pay their electnc bill and the Oblenergo IS unable to disconnect aprlorrty customer per Cabinet of Ministers Order The notice will show the customer, accountnumber, location tarrff, and amount of outstanding debt, and request payment of the debtbalance In full, by MInistry of Finance CopIes of each notice shall be provided to the Ministry ofFinance the Energomarket Funds Administrator and the regional NERC office

The Energomarket Funds administrator wIll notify L'Ylvoblenergo of the amounts depOSited andthe state and local bUdget accounts to be credited

Extended Payment Arrangement - Pnorrty Customers

ThiS arrangement will be used for all prlonty customers, as defined by order of the Council ofMInisters

The terms of the offer call for payment of the outstanding debt In 12 equal monthly amounts,including Interest, starting no later than 30 days after the date sent Payments are to be made tothe Oblenergo, by depositing directly Into the Oblenergo's account at the Energomarket Fund In

cash where possible, otherwise with State Treasury Promissory Notes of equal market valueInterest will accumulate dally on the outstanding balance, starting on the date the paymentarrangement offer IS sent at the annual rate of 20%

IIIIIIIIIIIIIIIIIII

The Energomarket Funds Administrator will notify L'vlvoblenergo of the amounts deposited andthe prlorrty customer accounts to be credited

REVENUE COLLECTION PROCEDURE MANUALIIIIIIIIIIIIIIIIIII

LVIVOBLENERGO

TOPIC Debt Restructuring

PAGE 4of4

NO

ISSUED

REVISED

135

30/9/98

DESCRIPTION

Deposit Amount

All applicants for reSidential service shall pay a deposit

Residential DepOSit Calculation MatriX

30/9/98

140

REVISED

PAGE 10f2 ISSUED

TOPIC Residential Deposits NO


Means any payment that IS held In secunty for future payment or performance

Means a person who IS receiving residential service or a person who hasreceived service within the past 30 days

Means any person who applies for electnc service and who IS not a customer

Filed a petition under the bankruptcy lawsRequested service to be re-establlshed after disconnection for non-payment of billsunauthonzed use, or theft of service

If a customer IS a credit nsk a deposit shall be required A credit risk IS defined as a customerwho has

Customer

The deposit amount Will be based on the average cost for two months use by residentialcustomers dUring the winter penod Average costs Will be determined by customer categoryDepOSit amounts by category are

Deposit

Applicant

This procedure descnbes the requirement for deposits for Residential Customers

Definitions

Requesting a Residential Deposit

L'VIVOBLENERGO

PURPOSE

Rate Descnptlon of Rate KWH Use Total KWH DepOSit Amount

001 Urban With gas January hrvcookers

February

002 Urban With electnc January hrvcookers

February

003 Rural With gas January hrvcookers

February

004 Rural With electnc January hrvcookers

February

IIIIIIIIIIIIIIII,II

Retention and Refund

Disclosure

DepOSit Interest

DepOSits Will be refunded With Interest whenever

-vl

30/9/98

140

REVISED

TOPIC ResIdential Deposits NO


PAGE 20f2 ISSUED

50% when the appllcanVcustomer receives service25% at the end of the first full month after service IS provided25% at the end of the second full month after service IS provided

the customer cancels hiS service,the customer establishes good credit Good credit IS established when all bills are paid by thedate due for twelve (12) consecutive months orthe customer IS disconnected for non-payment unauthorized use, or theft In thiS case thedepOSit and applicable Interest Will be applied to the customer's account

LVIVOBLENERGO

All deposits must be paId In cash

Interest Will be paid on depOSit amounts at the rate of _% per month

A depOSit can be paId In full by the applicant or customer before the servIce IS connected or theapplicant or customer may select a payment arrangement allOWing for a three month Installmentbilling

A depOSit may be transferred If a customer IS transferrrng their service from one location toanother location

DepOSits cannot be applied to the account of a customer who IS stili receiving service

DepOSit Transfers

Deposit Payment

When L'vlvoblenergo reqUires a depOSIt, It must provide a written disclosure statement to eachappllcanVcustomer The Customer Representative who takes the depOSit IS responSible forISSUing the disclosure statement (Form 104)

Failure to comply with the payment arrangement Will result In the Issuance of a disconnectionnotice

DepOSits cannot be transferred from one customer's account to another customer's account

IIIIIIIIIIIIIIIIIII

Deposit Amount

Reguestlng a Non-Residential Deposit

All applicants for non-reSidential service shall pay a deposit

If there IS no customer with similar usage, the energy Inspector may determine the depOSit amount

30/9/98

150

REVISED

NO

ISSUED

XXXX HrvXXXXHrv

XXXXHrv

xxxxxx


TOPIC Non-Residential Deposits

PAGE 10f3

KWH Usage Capacity

xxxxxxxx

Means any person who applies for electnc service and who IS not a customer

Means a person who IS receiving non-residential service or a person who hasreceived service within the past 30 days

Means any payment that IS held In secunty for future payment or performance

Total Deposit Required

DecemberJune

This procedure descnbes the requirement for deposits for Non-Residential Customers

L'VIVOBLENERGO

Customer

Defimtlons

DESCRIPTION

Applicant

Filed a petition under the bankruptcy lawsRequested service to be re-establlshed after disconnection for non-payment of bills,unauthorized use, or theft of service

PURPOSE

Deposit

The deposit amount should be equal to a reasonable estimate for the two highest months totalbills dunng the year and should be rounded to the nearest hnvnra To determine a fair estimatefor the deposit request, consider the usage and capacity requirements

Example

If a billing history IS available and the customer/applicant antiCipates the usage to remainconsistent with the pnor twelve months usage determine the sum of the two highest billingmonths and round to the nearest hrlvma

If a customer IS a credit nsk, a deposit shall be required A credit nsk IS defined as a customerwho has

If a billing history IS not available or the customer/applicant anticipates the usage to beSUbstantially different from the prevIous twelve months, an energy Inspector Will determine thedepOSit amount by reviewing use of similar customers, determining the sum of the two highestbilling months as above, and rounding to the nearest hnvma

IIIIIIIIIIIIIII

IIII

Retentron and Refund

Disclosure

Deposits Will be refunded With Interest whenever

Deposit Interest

150

30/9/98

REVISED

ISSUED

NOTOPIC Non-Residential Deposits

PAGE 20f3


the customer cancels his service,the customer establishes good credit Good credit IS established when all bills are paid by thedate due for thirty-SIX (36) consecutive months, orthe customer IS disconnected for non-payment, unauthorized use or theft In thiS case, thedeposit and applicable Interest Will be applied to the customer s account

50% when the applicant/customer receives service25% at the end of the first full month after service IS begun25% at the end of the second full month after service IS begun

Failure to comply with the payment arrangement will result In the Issuance of a dlsconnectronnotice

1 be a customer of L'vlvoblenergo with a good credit history2 be Willing to sign an agreement to guarantee payment

Deposit Payment

Deposits cannot be applied to the account of a customer who IS stili recelvmg service

Interest Will be paid on deposit amounts at the rate of _% per month

When L'vlvoblenergo reqUires a deposit, It must provide a written disclosure statement to eachapplicant/customer The Customer Representative who takes the deposit IS responsible forIssUIng the disclosure statement (Form 104)

A deposit can be paid In full by the applicant or customer before the service IS connected or theapplicant or customer may select a payment arrangement allowing for a three month Installmentbilling

If a customer cannot pay the deposit In cash the Company may accept a Bank Letter of Credit ora Third Party Guarantee In the case of a Third Party Guarantee, a qualified guarantor must meetthe follOWing requirements

based on customers/applicant s eqUipment and estimated use and capacity level for a two monthperiod

All deposits must be paid In cash

L'VIVOBLENERGO

IIIIIIIIIIIIIII

IIII

Deposit Transfers

A deposit may be transferred If a customer IS transferring their service from one location toanother location

DepOSits cannot be transferred from one customer's account to another customer's account

IIIII11

IIIII'IIIIIIII

L'VIVOBLENERGO REVENUE COLLECTION PROCEDURE MANUAL

TOPIC Non-Residential Deposits NO

PAGE 3 of 3 ISSUED

REVISED

150

30/9/98

DESCRIPTION

Once the customer has satisfied the reason for disconnection, the service should be restoredpromptly

This procedure descnbes the process for reconnecting a service after a disconnect for nonpayment unauthorized use or theft of service

30/9/98

160

REVISED

NO

ISSUED

TOPIC Reconnectlon

PAGE 1 of 1


PURPOSE

Service should be restored dUring business hours of the day the request IS made If pOSSible Ifcustomer contact was made dunng Company busIness hours, the regular reconnect fee wIll becharged and the service Will be restored after regular business hours If necessary The customershould be made aware of the reconnect fee In advance of reconnectron

If the customer satisfies the reason for disconnectIon after regular business hours, servIce may berestored at that tIme The customer must be adVised of the reconnectlon fee for restorrng serviceafter normal busIness hours and agree to pay

IIIIIIIIIIIIIIIIIII

DESCRIPTION

ThiS procedure describes the rule to be followed when a customer declares a Medical Emergency

If It appears that a legitimate Medical Emergency eXists, disconnection should not occur even Ifcertification has not been received

A certified Medical Emergency Will stop credit action for one month and IS renewable up to threemonths

NO 170

ISSUED 30/9/98

REVISED

TOPIC Medical Emergency


PAGE 1 of 1

A Medical Emergency eXists whenever a reSidential customer or an occupant of the household IScertified by a registered phYSICian to be seriously III or have a medical condition that would beseriously aggravated by lack of electnc service

PURPOSE

L'VIVOBLENERGO

If a customer declares a Medical Emergency, but falls to provide written certification Within thetime limits, credit action Will continue as usual

When a customer declares a Medical Emergency, thiS should be noted and tracked on theDisconnect Notice Work list Once the customer provides wntten certification of the MedicalEmergency hiS account should be removed from the list and Included on a Medical EmergencyWork list ThiS list should track the status of the customer's account and renewed certifications Ifprovided

Whenever a customer indicates that the eXistence of any condition that could be considered aMedical Emergency the customer should be given the opportUnity to declare a MedicalEmergency

Disconnection of electriC service for nonpayment must be postponed at least three bUSiness daysIf dunng the disconnect procedure the customer or an occupant of the household gives oral orwntten notice of the eXistence of a Medical Emergency The customer must be Informed thatdisconnection can occur If a phYSICian does not orally certify the Medical Emergency Within threedays If oral certification IS not received Within the three-day penod, the effective penod of thenotice can be extended by three days

Initial certification by the phySICian can be oral or wntten L'vlvoblenergo reqUires wnttenconfirmation Within seven calendar days of an oral declaration ThiS confirmation should be doneon Form 120

IIIIIIIIIIIIIIIIIII

This procedure describes the rule to be followed when a customer requests a waiver fromdisconnection procedures due to hiS or her eligibility for a subsidy or priVileged tariff

REVENUE COLLECTION PROCEDURE MANUALIIII

L'VIVOBLENERGO

PURPOSE

TOPIC Waiver

PAGE 1 of 1

NO

ISSUED

REVISED

180

30/9/98

DESCRIPTION

By Order of the Council of MInisters, certain customers may be eligible for assistance In payingtheir electriC bills There are two types of assistance

Waiver certifications for customers who are eligible for a subSidy are valid for up to 3 months andthen must be renewed Waiver certIfications for customers who are eligible for a pnvlleged tanffare valid for 1 year and then must be renewed

Whenever a customer claims eligibility for a waiver, disconnection of electnc service fornonpayment must be postponed for at least three bUSIness days DUring thiS time, the customermust proVide certification of eligibility from the appropriate authorities ThiS certification should bedone on Form 109

~1

PriVileged customers are required to pay from 0% to 50% of their bills, by Orderof the Council of Ministers Privileges are based on criteria outlined In the CouncilOrder

Subsidy customers are not required to pay their electriC bills, by Order of theCouncil of MInister SubSidIes are based on the customer's Income level

Subsidy

PriVileged

When a customer claims eligibility for a waiver, thiS should be noted and tracked on theDisconnect Notice Work LIst Once the customer prOVides certification of the waiver, hiS accountshould be removed from the list and Included on a Waiver work list ThiS list should track thestatus of the customer's account and renewed certifications, If prOVided

Certification of a customer's eligibility for a subsidy or for a pnvlleged tanff that requires nopayment from the customer will result In a waiver from credit action Customers who are eligiblefor a pnvlleged tanff that reqUires them to pay a portion of their bill are subject to L vlvoblenergo sRevenue Collection Procedures for the portion for whIch they are responsIble to pay and will notreceive a waiver

IIIIIIIIIIIIIII

DESCRIPTION

Legal Action Work List

Collection Agency

Debts of current customers will not be wrrtten off or down Debt of disconnected customers will bewritten off or down only after all legal procedures are completed

190

30/9/98

NO

REVISED

ISSUED

TOPIC Legal Actions


PAGE 1of2

CashLiqUid cash equivalents of equal market value (state treasury notes bank promissory notes,etc)Offsets of equal market value (which must be executed through the bank offset procedure)Fixed assets of equal market value (only as a last resort, e 9 to sell to liqUidate a courtJUdgement)

Startmg 10/1/98 all debts of disconnected customers will continue to accrue Interest at the annualrate of xx%, (the National Bank Of Ukrame Interest rate on short term loans, plus 2%) unlessspecified otherwise In this policy

L'VIVOBLENERGO

This procedure describes the standard legal actions to be taken by L'vlvoblenergo for all accountsdisconnected for non-payment

PURPOSE

Customers disconnected for non-payment are not automatically relieved of their financialobligations to Lvlvoblenergo and are stili liable for the debt owed L'vlvoblenergo will vigorouslypursue collection of these debts through any and all legal means available to It under the Law ofUkraine

All payments will be depoSited In the L'vlvoblenrego clearing account at the Energomarket Fund(EMF), to be dlstrrbuted accordmg to the Energomarket Funds Procedure (EMFP) Paymentswhich are not depoSited to this account will not be credited to the customer's account

L'vlvoblenergo will solicit and hire, through competitive tender a legal and financial firm to pursuerecovery of debt through legal action This firm will be hired on a contingency fee baSIS and paidbased on a percentage of the money recovered L'vlvoblenergo Will assign all disconnectedcustomer accounts to this firm L'vlvoblenergo may hire more than one firm to handle cases filedIn different courts

Lvlvoblenergo will compile and mamtaln a legal action work list The list will Include alldisconnected customers showmg customer name, account number location, names of generaldirector and chief accountant, tariff, and amount of outstanding debt The list will also show theactions taken and current status of efforts to recover money due L'vlvoblenergo

Maximum efforts will be used to collect all debts In cash Where cash equivalents or other assetsare accepted In lieu of cash, the credit to the customer's account will be based on the actualmarket value of the asset, not the face value The prlorrty of assets preferred for payment of debtsIS

IIIIIIIIIIIIIIIIIII

Debt Wrrte-off

Bankruptcy Court

Any remalnmg debts that cannot be collected after all customer assets are liquidated will becharged off the Company's accounts following international accounting practice

The collection agency will pursue collection based on court award Ihcludlng seizure of bankaccounts Any funds so collected will be applied against the balance owed

30/9/98

190

REVISED

NO

ISSUED

TOPIC Legal Actions

PAGE 2of2


If debts are not fully recovered through Arbitration Court proceedings, the collection agency, willfile claims against all remaining disconnected customer debts In Bankruptcy Court The amount ofclaims will Include court fees and collection fees, In addition to debts owed

The collection agency will pursue collection based on court award, including seizure of anyremaining bank accounts, liquidation of assets and recovery of debts Any funds so collected willbe applied against the balance owed Debts not fully recovered through Arbitration Courtproceedings will continue to be pursued

L'vlvoblenergo through Its collection agency, will file claims against all disconnected customers In

local «$500,000 Hr) or main (>$500,000 Hr) arbitration court The amount of claims will Includecourt fees and collection fees, In addition to debts owed

Arbitration Court

IIIIIIIIIIIIIIIIIII

Form 101

Customer Address Amount Due _

Date _

Customer Name Customer Account No _

Paying the amount due under your current payment arrangement

Contacting us at the above address or phone number to make a paymentarrangement that will allow you to pay your bill In reasonable monthly or weeklyInstallments

o

L'VIVOBLENERGO(Address)

(Telephone)(Business Hours)

DISCONNECTION NOTICE

o

We do not want to disconnect your service Please contact L'vlvoblenergo to diSCUSS you bill Wewill work with you to set up a payment arrangement or determine whether you qualify for apostponement of this notice due to your level of Income or pnvlleged status

The payment on you electnc bill IS past due Your electnc service IS scheduled for disconnectionon (date) or within 10 bUSiness days You can prevent disconnection by paYing the past dueamount of Hrv or

If you are a residential customer you have the right to postpone disconnection If an occupant ofyour household has a medical emergency You can declare a medical emergency by callingL'vlvoblenergo A registered physIcian must certify the emergency within 3 days

L'vlvoblenergo IS not responsible for any damage to property, eqUipment or the enVIronment thatmay occur as a result of a disconnection The customer should take all measures necessary toprotect property equipment and the environment pnor to the disconnection date noted above

If your service IS disconnected you will be charged Hrv for reconnectlon dunng normalbUSiness hours or Hrv for reconnectlon after normal bUSiness hours You may also berequired to pay a secunty depOSit equal to your two highest monthly bills If payment or apayment arrangement IS made when a L'vlvoblenergo employee VISitS your premises todisconnect your service, a Hrv fee will be charged

If you are not satisfied with our response, you have the nght to contact the Regional EnergyRegulatory CommisSion at (address) A complaint cannot be filed until you try to resolve theproblem with L'vlvoblenergo

IIIIIIIIIIIIIIIIIII

Fonn 102

Failure to apply for service

If you dispute this disconnection, call us and we Will attempt to resolve It

Non-payment of past due amount of _

, your electric service located at (address)

was disconnected for the following reason

On _~(d=a=te~)

We regret that this actron was necessary To have your seNlee restored you must call us at(phone) or VISit our offices at (address) _ You must also pay any overdue amount In full

or agree to a payment arrangement If you are entitled to one The payment arrangement willallow you to pay any overdue amount In a reasonable penod of time through affordable weekly ormonthly payments

Other _

Customer Name _

Total Amount Due _

Account # _

L'VIVOBLENERGO(Address)(Phone)

Residential customers may declare a medical a medical emergency If there IS a serious Illness ormedical emergency at this location It can declared by telephone A registered physIcian mustcertify the emergency within three days

In addition we will charge you __Hrv for reconnectlon dunng normal bUSiness hours or__HN at other times We may also require you to pay a secunty depOSit equal to the twohighest average monthly bills for reSidential customers or equal to your two highest monthly bills Ifyou are a non-reSidential customer

IIIIIIIIIIIIIIIIIII

IIII

Form 103

L'VIVOBLENERGO

Payment Arrangement Plan

Date _

Name, _

Sincerely,

Address _

CltylTown _

Account # _

Amount'--- _

Amount, _

Amount'--- _

Amount, _

Amount'--- _

Amount'--- _

Date Due, _

Date Due. _

Date Due. _

Date Due _

Date Due _

Date Due _

Amount, _

Amount'-- _

Amount'-- _

Amount'-- _

Amount'-- _

Amount'-- _

L'vlvoblenergoCustomer Service

Date Due _

Date Due _

If you do not make a payment when It IS due, you will get a disconnection notice Your electncservice may be disconnected five(5) days after a wntten notice IS mailed to you

Date Due. _

Date Due _

If you cannot make a payment, call L'vlvoblenergo at (phone number) or come Into our office at(address) dUring our regular bUSiness hours of (hours) _ You have the right to a reasonablepayment arrangement We Will diSCUSS your situation with you and Inform you of your CustomerRights If we cannot reach an agreement, you may appeal the decIsion to the Regional EnergyCommission at (address and phone number) _

You have agreed to pay your current bills as they become due In addition to the payments listedbelow

Date Due. _

Date Due _

IIIIIIIIIIIIIII

Form 104

In any of these cases, contact us at the address above

Extended Payment Arrangement Plan

Date _

Customer

Accepted,

L r vlvoblenergo

Customer Service

Sincerely,

If you would like to diSCUSS thiS matter please contact us at the above address or telephone Toaccept thiS payment arrangement contract, sign below and return one copy to L'vlvoblenergo

If you are a residential customer you may be able to avoid disconnection under one of thefollowing circumstances

If an occupant of your household has a medical emergency (A registered phySICian mustcertify the emergency within 3 days)The outstanding debt IS covered by a prIVIlege allotment (You must proVide proof of thepnvllege within 3 days)You work for an employer who has failed to pay wages for 3 or more months (You mustfurnish a statement from your employer)

L'vlvoblenergo IS not responsible for any damage to property eqUipment or the environment thatmay occur as a result of a disconnection You should take all necessary measures to protectproperty equipment and the environment pnor to the disconnection date above

If you fall to make a payment when It IS due, you will get a disconnection notice and your accountwill be disconnected 10 days later


(Telephone)(Business Hours)

You will pay your current bills as they become due, on time, In cashill addition, you will pay _ monthly payments of Hrv on the _ day of every monthstarting on (date)

You can avoid disconnection by paying the amount due In full In cash, or by agreeing to thefollowing Extended Payment Arrangement

The payment on your electnc bill IS past due As of the above date the past due amount IS___ Hrv If you do not make satisfactory arrangements to pay this bill your account will bedisconnected on (date) or within 10 bUSiness days

Name _Address _Cltyrrown _Account# _

IIIIIIIIIIIIIII

IIII

Form 105

L VIVOBLENERGO

Date _

You can aVOid disconnection by paying the amount due In full, In cash, or by agreeing to thefollowing Extended Payment Arrangement

Customer

Accepted,


Sincerely,

If you would like to diSCUSS thiS matter, please contact us at the above address or telephone Toaccept thiS payment arrangement contract, sign below and return one copy to us

You may be able to make arrangements for thiS debt to be paid through the MInistry of FinanceSuch arrangements are your responsibility If you Intend to make such arrangements contact usat the address above

L'vlvoblenergo IS not responsIble for any damage to property, equIpment, or the enVIronment thatmay occur as a result of a disconnectIon You should take all necessary measures to protectproperty, equipment and the environment prior to the disconnection date above

If you fall to make a payment when It IS due you will get a dlsconnectron notice and your accountwill be disconnected 10 days later

Name , Tltle, _Department/Mlnlstry _Address _CltylTown _

(Address)(Telephone)

(Busmess Hours)

You will pay your current bills as they become due, on time In cashill addition, you will pay _ monthly payments of Hrv on the _ day of every monthstarting on (date)You will maintain all accounts within the agreed upon consumption limits set by contract

ExtendedPayment Arrangement Plan

Budget Accounts

The payment on the electric blll(s) for accounts under the responsibility of the________ MInistry/department Is/are past due These accounts, and the amounts pastdue on each are shown In the attached list As of the above date, the total past due amount IS___ Hrv If you do not make satisfactory arrangements to pay thiS amount, the account(s) willbe disconnected on (date) or within 5 bUSiness days

IIIIIIIIIIIIIIIIIII

Form 106

It IS your responsibility to resolve thiS matter

Date _

Please contact us at the above address or telephone To accept thiS payment arrangementcontract, sign below and return one copy to us

Customer

Accepted,


Sincerely,

You have three options to resolve thiS matter You canPay the amount due In full, In cash, or,Arrange payment through the MInistry of Finance, according to paragraph 5 of the aboveorder, orAgree to the followmg Extended Payment Arrangement You Will pay your current bills as theybecome due on time, In cash In addition you WIll pay _ monthly payments of Hrvon the _ day of every month, startmg on (date)


(Telephone)(Busmess Hours)

ExtendedPayment Arrangement Plan

Priority Customer

Name, _Address _CltylTown _Account# _

The payment on your electnc bill IS past due As of the above date the past due amount IS___ Hrv As a pnorlty customer, under Cabmet of MInisters Order #487, dated May 21 1997,you cannot be disconnected for non-payment, however, you are stili legally responsible for thiSbill

IIIIIIIIIIIIIIIIIII

IIIIIIIIIIIIIIIIIII

Form 107L'VIVOBLENERGO

DJSCLOSURE STATEMENT FOR SECURITY DEPOSIT

Customer Name Account Number _

Deposit Amount ,Deposlt Receipt # _

This deposit IS required to secure the payment of any and all Indebtedness for electnc servicefrom L'vlvoblenergo The deposit IS requested on (date) _ It must be paid

In full, In cash

In Installments, In cash The first Installment of (Hrv) IS due on (date) _The balance IS to be paid In the follOWing manner _

This depOSit IS reqUired for the follOWing reason

You are an applicant for a new service

Your service was disconnected for non-payment, unauthonzed use, or theft withinthe past 12 months

You have filed for bankruptcy

ThiS depOSit IS based on

the average two highest months usage for customers In your customer category Ifyou are a residential customer

the sum of the two highest months actual or estimated billing amounts If you are anon-residential customer

Other _

Interest

Interest shall be paid on the depOSit at the annual rate of _% compounded monthly and creditedto the customer'saccount upon termination of service or when the depOSit IS returned The Interestrate IS subject to periodiC review and change

Refunds

The Company Will refund your depOSit With Interest when you have paid your bill on trme, In full andIn cash, for 12 consecutive months If you are a residential customer or 36 months If you are a nonreSidential customer

Right of Dispute

If you dispute the amount of the depOSit or reasons for requesting the depOSit and are unable toresolve thiS dispute With the Company, you may submit the disputed matter to the Regional EnergyRegulatory Commission office by calling _

Form 108

3 Date Notrfied

Service LocatIon

5 Office Address

______________ Oate _

To Be Completed by PhysIcian

L'VIVOBLENERGO

To Be Completed by L'vlvoblenergo

3 SpecIfic reason why contInued electric service IS reqUired _

Customer Name

1 Name of Person having the Medical Emergency _

Certification of Medical Emergency

To Be Completed by a Registered PhysIcian Licensed UnderLaw of Ukrame _

2 Address of Person

4 PhysIcian's Name

Under the policies of L'vlvoblenergo, the Company will not disconnect or refuse to reconnect theelectnc service of a residential customer's home when either the customer or an occupant of thehousehold 15 certIfied by a physIcian to be senously III or have a medical condltron that would besenously aggravated by lack of electnc service

Your signature represents your statement that a serious Illness or medical condition eXists andwould be seriously aggravated by lack of electrical service This medical emergency thenbecomes effective for thirty days unless otherwise stated Medical emergencies Will not beextended beyond ninety days

6 Telephone Number

PhysIcian's Signature

IIIIIIIIIIIIIIIIIII

IIIIIIIIIIIIIIIIIII

Fonn 109L'VIVOBLENERGO

Certification of WaiverSUbsidy and Privileged Customer

By Orders from the Council of MInisters, certain residential customers are elIgible for assistance Inpaying their electnc bills There are two types of assistance

1 Subsidy customers are not required to pay their electnc bills by Order of the Council ofMinister Subsidies are based on the customer's Income level

2 Pnvlleged customers are required to pay from 0% to 50% of their bills, by Order of theCouncil of MInisters Privileges are based on cnterla outlined In the Council Order

Certification of a customer's eligibility for a subsidy or for a privileged tariff that requires nopayment from the customer will result In a waiver from credit action Customers who are eligiblefor a privileged tanff that requires them to pay a portion of their bill are subject to L'vlvoblenergo'sRevenue Collection Procedures for the portion for which they are responsible to pay and will notreceive a waiver

To be completed by the customer

Customer Name _

Service Location _

To be completed by the customer's employer

Subsidy

1 Name of Employer _

2 Address of Employer _

3 Name of Employer's Contact Person _

4 Signature of Employer _

Period of Subsidy (No more than 3 months) _

To be completed by the Local Administration

Privilege

1 Type of Pnvllege _

2 Amount of Privilege _

3 Name of Approving OffiCial _

4 Title of Approving OffiCial _

5 Signature and Date of Approving OffiCial _

IIIIIIIIIIIIIIIIIII

L'VIVOBLENERGOResidential Collections Flowchart

Customerreads meter ... Customer Pays...

Month 1 Day 30 Month 2 Day 10

,r

Customer doesnot pay

No WaiverNo MedicalEmergency

~ / Customer Pays

DisconnectNotice sent

~ Customer Remove fromMonth 2 Day 25 makes payment ... Work List

arrangement... Stop credit

action

CustomerdeclaresMedical

" Emergency orWaiver


,Ir

------------"Customer Pays

Disconnect r----.Leave Form Require deposit ... Reconnect102 ~

Month3Day5

~ VCustomermakes payment

arrangement

1


IF

Transfer to Sell debt toInactive ... collectionAccount ... agency

Month4Day5 Month 5Day5

IIIIIIIIIIIIIIIIIII

L'VIVOBLENERGONon-Residential Collections Flowchart

Company readsmeter ... Customer Pays

~

Month 1 Day 30 Month 2Day5

,


/ Customer Pays

"DisconnectNotice sent

~ Customer Remove fromMonth 2 Day 10 makes payment ... Work List

arrangement --r Stop creditaction

Customerdeclaresmedical,. emergency


,.~

Customer Pays

Disconnect I----.Leave Form ReqUire depOSit Reconnect102

/...

Month 2 Day 20

~ Customermakes payment

arrangement,.Customer does

not pay

,.Transfer to

InactiveAccount

Month 3 Day 20

IIIIIIIIIIIIIIIIIII

ApPENDIXB

L'VIV OBLENERGO COLLECTION PROCEDURE MANUAL

(UKRAINIAN)

_______ HaglerBallly _

IIIIIIIIIIIIIIIIIII

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CeHTpeJI MenH IIayep IHTepHemeHJI KOHCaJITeHTCeMP InternatIOnal Consultants

1 GrandvIew PlaceWmthrop, Mame 04364

(207) 626-9749

Xemep Eal, IHKHagler BaIlly, Inc

1530 WIlson Boulevard, Smte 900Arlmgton, VA 22209

(703) 351-0300

15 CepI1HH 1998 pOKY

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