Changes Programs and Trends in Utility Companies - December Updates

Updates and activities in programs offered by utility companies including IOU, PG&E, and SDG&E focusing on consumer education, assistance programs, energy efficiency, and customer service enhancements. Reports include changes made to payment plans, application assistance, safety tips, and community outreach efforts.

• Utility Companies
• Consumer Education
• Program Updates
• Energy Efficiency
• Community Outreach

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1. sce_logo All IOU 2017 CHANGES Program Updates Low Income Oversight Board Meeting Fresno, CA December 6, 2017

2. PG&E CHANGES Program Activities and Trends Set up 3rd Party Notification Reported Safety Problem REACH Application Assistance Energy Efficiency Tool Assisted High Energy User With Document Submission Set up Payment Extension Assisted with Reconnection Service Provided - Needs Assistance (1,962 consumers) Added Level Pay Plan Set up New Account Energy Savings Assistance Program Billed Language changed Assist With Changes to Account Medical Baseline Application Assistance Set Up Payment Plan HEAP/LIHEAP Application Assistance 0 100 200 300 400 500 600 700 800 Note: CHANGES CBOs in PG&E s service area served 30 languages: American Sign Language (ASL), Albanian, Arabic, Armenian, Bembe, Burmese, Cambodian, Cantonese, Chaldean, Dari, English, Farsi, French, German, Hmong, Japanese, Karen, Khmer, Korean, Laotian, Mandarin, Ngam, Portuguese, Russian, Somali, Spanish, Swahili, Tagalog, Tamil, and Vietnamese. California Public Utilities Commission, CHANGES Monthly Report. December 2016 and CHANGES Monthly Report May 2016

3. PG&E CHANGES Program Activities and Trends Consumer Education Only Reschedule Service Visit Scheduled Energy Audit Set up Payment Extension Request Meter Service or Testing Actions Taken Dispute Resolutions (594 Cases) Medical Baseline Application Assistance Set up Payment Plan Energy Assistance Program Application Bill Adjustment Stop Disconnection Changed Third Party Gas Aggregation 0 20 40 60 80 100 120 140 160 Level Pay Plan Safety Tips Energy Conservation Consumer Education Workshops (24,567 consumers educated) Gas Aggregation High Energy Use Understanding Your Bill Avoiding Disconnection CARE/FERA and Other - 500 1,000 1,500 2,000 2,500 3,000 3,500 4,000 Note: CHANGES CBOs in PG&E s service area served 30 languages: American Sign Language (ASL), Albanian, Arabic, Armenian, Bembe, Burmese, Cambodian, Cantonese, Chaldean, Dari, English, Farsi, French, German, Hmong, Japanese, Karen, Khmer, Korean, Laotian, Mandarin, Ngam, Portuguese, Russian, Somali, Spanish, Swahili, Tagalog, Tamil, Vietnamese. Data Source: California Public Utilities Commission, CHANGES Monthly Report. December 2016 and CHANGES Monthly Report May 2016

4. SDG&E CHANGES Program Activities and Trends Enrolled in Neighbor to Neighbor (SDG&E) HEAP/LIHEAP Application Assistance Set Up New Account Services Provided Needs Assistance (404 cases) Assist with Changes to Account Energy Savings Assistance Program Medical Baseline Application Assistance Set Up Payment Plan Assisted with Reconnection Added Level Pay Plan 0 20 40 60 80 100 120 140 Note: CHANGES CBOs in SDG&E s service area served 24 languages: American Sign Language, Albanian, Amharic, Arabic, Bembe, Burmese, Cambodian, Chaldean, Dari, English, Eritrean, Farsi, French, Karen, Khmer, Klgegere, Madi, Ngam, Russian, Somali, Spanish, Swahili, Vietnamese, Yoruba. Data Source: California Public Utilities Commission, CHANGES Monthly Report. April & July 2017 4

5. SDG&E CHANGES Program Activities and Trends Stop Disconnection Bill Adjustment Actions Taken Dispute Resolutions (187 cases) ESAP Application Assistance Set Up Payment Plan Request Meter Service or Testing Set Up Payment Extension Consumer Education Only Medical Baseline Application Assistance Schedule Energy Audit 0 10 20 30 40 50 60 70 80 CARE/FERA and Other Understanding Your Bill Energy Conservation Consumer Education Workshops (4,456 attendees) High Energy Use Gas Aggregation Avoiding Disconnection Electric & Natural Gas Safety Level Pay Plan 0 500 1000 1500 2000 5

6. SoCalGas CHANGES Program1 Activities and Trends Set Up Payment Plan Set Up Payment Extension Reported Safety Problem Service Provided Need Assistance (265 cases) Set Up New Account Set Up 3rd party notification Energy Savings Assistance Program Medical Baseline Application Assistance HEAP/LIHEAP Application Assistance Enrolled in Gas Assistance Fund Billed Language Changed Assisted with Reconnection Assist with Changes to Account 0 20 40 60 80 100 120 1 CHANGES CBOs in SoCalGas s service area served 30 languages: American Sign Language (ASL), Albanian, Arabic, Armenian, Bembe, Burmese, Cambodian, Cantonese, Chaldean, Dari, English, Farsi, French, German, Hmong, Japanese, Karen, Khmer, Korean, Laotian, Mandarin, Ngam, Portuguese, Russian, Somali, Spanish, Swahili, Tagalog, Tamil, and Vietnamese. Data Source: California Public Utilities Commission, CHANGES Report January 2017, February 2017, March 2017, April 2017, and Q1 May-July 2017.

7. SoCalGas CHANGES Program1 Activities and Trend Actions Taken Dispute Resolutions ( 11 Cases) Set Up Payment Plan Bill Adjustment Request Meter Service or Testing Energy Assist. Program App Assist. 0 1 2 3 4 Gas Aggregation High Energy Use Consumer Education Workshops SCE & SoCalGas (8,254 attendees) Avoiding Disconnection CARE/FERA & other programs Energy Conservation Level Pay Plan Safety Tips Understanding your bill 0 160 320 480 640 800 960 1120 1280 1 CHANGES CBOs in SoCalGas s service area served 30 languages: American Sign Language (ASL), Albanian, Arabic, Armenian, Bembe, Burmese, Cambodian, Cantonese, Chaldean, Dari, English, Farsi, French, German, Hmong, Japanese, Karen, Khmer, Korean, Laotian, Mandarin, Ngam, Portuguese, Russian, Somali, Spanish, Swahili, Tagalog, Tamil, and Vietnamese. Data Source: California Public Utilities Commission, CHANGES Report January 2017, February 2017, March 2017, April 2017, and Q1 May-July 2017.