Collection Services

Collection agency (Contractor) to provide professional, lawful, secure, and cost-effective collection services for unpaid and delinquent AMP accounts receivable. Services may include residential and commercial closed-account balances. AMP retains ownership of all accounts and sole authority over utility billing, account adjustments, settlements, legal action, and policy decisions.
- Service Requirements
1. Account management. Contractor shall designate a primary account manager and an alternate with authority to resolve operational issues. Contractor shall provide escalation contacts and notify AMP of changes in key personnel.
2. Account placement. AMP will transmit approved account placements and supporting information by secure electronic means, or another mutually approved method. Contractor shall acknowledge receipt, identify rejected or incomplete records, and confirm account acceptance within two (2) business days.
3. Information supplied by AMP. AMP may provide customer name, account number, last known contact information, balance, dates, account history, and other reasonably necessary records. Contractor shall request
additional substantiation through AMP and shall not assume missing information is accurate.
4. Initial collection activity. Contractor shall initiate an appropriate, legally compliant collection action within ten (10) business days of accepted placement, unless an account is on hold, disputed, legally restricted, or
otherwise excluded. Contractor shall document the action taken and shall not be required to make contacts prohibited by law.
5. Collection methods. Contractor shall employ professional written, telephone, and legally permissible electronic communications, using approved scripts and notices as appropriate. Contractor shall honor communication preferences, opt-outs, inconvenient times, representation by counsel, cease-communication requests, and applicable frequency limitations.
6. Validation and disputes. Contractor shall issue required validation notices and respond to timely disputes and verification requests in accordance with applicable law. Contractor shall promptly flag disputed balances,
identity theft allegations, deceased debtors, bankruptcy notices, litigation holds, and other legal restrictions; suspend affected activity as required; and refer matters needing AMP records or decisions to AMP.
7. Skip tracing. Contractor shall describe and, when approved by AMP, use lawful skip-tracing methods to locate customers with outdated contact information. Contractor shall identify information sources, privacy
safeguards, any subcontractors, and all charges. Skip tracing shall not authorize impermissible third-party disclosures or deceptive contacts.
8. Customer treatment. Contractor shall conduct collection activities in a courteous, equitable, and nonharassing manner consistent with AMP’s public-service responsibilities. Contractor shall provide reasonable
language-access and accessibility accommodations as required by law and maintain a process for escalating sensitive complaints to AMP.
9. Agency identity. Contractor shall identify itself accurately as a collection agency acting on behalf of AMP, without impersonating AMP or suggesting governmental enforcement powers it does not possess.
Communications and notices shall comply with applicable disclosure requirements.
10. Payments and reconciliation. Contractor shall provide secure payment channels and issue receipts or confirmations as appropriate. Contractor shall maintain accurate payment records, protect customer funds, and
remit collections to AMP by electronic funds transfer at least monthly, accompanied by an account-level reconciliation showing gross receipts, refunds, reversals, authorized fees, and net remittance. Payments received
directly by AMP shall be reflected promptly in Contractor’s records.
11. Payment plans. Contractor may offer payment plans only within written parameters approved by AMP. Any arrangement outside those parameters requires AMP’s prior written authorization. Contractor shall
promptly report defaults and material modifications.
12. Settlements and adjustments. Contractor shall not compromise principal, waive charges, apply interest, change account balances, or accept settlements without AMP’s prior written authorization, except within
written parameters expressly established by AMP.
13. Legal action and bankruptcy. Contractor shall not commence litigation, arbitration, garnishment, liens, or other legal enforcement actions without AMP’s express prior written approval. Contractor shall identify
potentially time-barred debts and observe bankruptcy stays and other applicable restrictions. Referral to counsel requires separate written authorization.
14. Credit reporting. Credit bureau reporting is not included in the base services unless separately authorized in writing by AMP. If authorized, Contractor shall document compliance with applicable FCRA furnishing,
accuracy, dispute, correction, and pre-reporting requirements, including Regulation F where applicable.
Contractor shall not report all accounts automatically and shall promptly process legally required corrections and deletions.
15. Account withdrawal and closure. AMP may recall or withdraw any account at any time without penalty or withdrawal charge. Contractor shall cease activity promptly and provide a complete status and transaction
history. Contractor shall recommend closure or uncollectibility with a documented reason; AMP retains final disposition authority.