July 30, 2001 PUBLIC UTILITIES COMMISSION OF THE STATE OF CALIFORNIA ENERGY DIVISION

Transcription

1 Akbar Jazayeri Director of Revenue and Tariffs July 30, 2001 ADVICE 1566-E (U 338-E) PUBLIC UTILITIES COMMISSION OF THE STATE OF CALIFORNIA ENERGY DIVISION SUBJECT: Quarterly California Alternate Rates for Energy Bill Notices and Voice Response Unit Outgoing Messages In compliance with the June 15, 2001 Administrative Law Judge s (ALJ) Ruling on filing procedures to implement Assembly Bill (AB) X1 3, Southern California Edison Company (SCE) hereby submits for approval its Voice Response Unit (VRU) Outgoing Messages and Quarterly California Alternate Rates for Energy (CARE) bill notices. PURPOSE This advice filing establishes the content of the quarterly CARE bill notices which will appear in the message section of SCE s bill and the outgoing messages that are presented to customers calling SCE to start new electric service, asking for an extension or payment arrangements, or while waiting on-hold for assistance from SCE s Customer Service Department. ABX1 3 directed that these messages are to be in multilingual formats, and thus, SCE intends to implement these messages in both English and Spanish. BACKGROUND ABX1 3 from the First Extraordinary Session expands Section of the Public Utilities Code to establish, in part, requirements for bill messages and outgoing VRU messages to customers regarding the CARE program. ABX1 3 requires the Commission to impose certain requirements on electrical and gas corporations to facilitate better penetration rates for the CARE program and to protect low-income households from unwarranted disconnection of electric and gas services. P.O. Box Walnut Grove Ave. Rosemead, California (626) Fax (626)

2 ADVICE 1566-E (U 338-E) July 30, 2001 The ALJ Ruling issued on June 15, 2001, requires SCE to file an advice letter for approval of outgoing VRU messages and quarterly CARE bill notices required under Sections (b)(1) and (b)(4) of Section of the PU Code. The ALJ Ruling further requires the utilities to work together to develop a standardized format for the outgoing messages and bill notices. To fulfill this requirement, the utilities held a conference call on July 16, The participants were Avista Utilities, Pacific Gas and Electric, San Diego Gas & Electric, Sierra Pacific Power, Southern California Gas, SCE, Southern California Water Company and Southwest Gas. The following consensus was reached regarding the minimum elements or principles to be incorporated by each utility in its own message. The service establishment and onhold VRU message will: 1. Reference that a discount is available after enrolling in CARE; 2. Provide an 800 number and/or actual person to receive CARE information and provide an application; and 3. Advise customers there are income requirements for CARE program participation. The quarterly bill message will incorporate the following principles: 1. Conspicuous location of subject matter appearing on a front facing page of the billing statement, 2. Advise customers that they may be eligible for the CARE program and/or discount, and 3. Advise customers how to get more CARE information and/or an application. The utilities will not develop identical scripts and bill messages due to differing technical capabilities, but will follow the above principals so the content of the messages is consistent among the utilities and meets the ALJ Ruling s requirement for a standardized format. The following scripts are being used by SCE for the CARE VRU outgoing messages. The messages are in English and Spanish. Though not required by the ALJ Ruling, information on SCE s Level Pay Plan (LPP) is also included in these messages. Turn-On Calls and Automated Extension Calls: The CARE program provides a 20% discount on your electric bill if you meet the income guidelines. Applications are subject to random income verification. Ask our representative for details and a CARE application. Our LPP allows you to pay an average monthly payment based on your annual electricity use. Our representative can provide you with the details.

3 ADVICE 1566-E (U 338-E) July 30, 2001 On Hold or Mid Queue Message: The CARE program offers qualified customers a 20% discount on their electric bill. Eligibility is based on income and household size. Ask our representative for details and a CARE application. If your bills vary from season to season, our LPP can help you budget your electricity costs. You ll pay an average monthly payment based on your annual electricity use. Ask our representative about enrolling today. By mid August, SCE intends to add these messages to the Asian Dialect VRU lines. Approximately 85 percent of all Asian calls come to SCE s Customer Service Department through these lines. SCE does not have the necessary printing equipment to actually print the Asian messages on the bill format. To have these messages displayed in Asian on the bill, this information would need to be preprinted on the bill stock such that the message would appear on every page of the bill, every month, and would result in displacing other vital information in the limited space available on the bill. Today, the Asian dialect phone numbers (which direct, in various Asian languages, customers who speak that language to call a specific number for more information and assistance) are already printed on the back of every bill and notice and the numbers are used by Asian customers as demonstrated by the high level of Asian calls coming directly to the Asian lines. As such, SCE does not recommend printing these messages in Asian languages on its bills and does not intend to do so unless directed by the Commission. In addition to adding LPP information to the VRU messages, within the next 90 days, SCE will add information about LPP to its Disconnection Notice (Form ) and to the Payment Arrangement and Extension Letters SCE sends its customers. When this information is added to Form , it will be filed with the Commission. A sample, showing where the information will be displayed, has been included with this filing. The Payment Arrangement and Extension Letters are unique to each customer, and thus, are not filed forms. The Quarterly Bill Message will be provided in both English and Spanish and will appear in the message section of the bill format. Within the last month, SCE mailed out the annual CARE application, so this message will appear for the first time in the September 2001 billing cycle and each quarter thereafter except for the timeframe when the annual CARE application is included with the bill. Following is the bill message as it will appear on the bill.

4 ADVICE 1566-E (U 338-E) July 30, 2001 Quarterly Bill Message in English and Spanish SAVE MONEY ON YOUR BILL WITH CARE! You could save 20% on your electricity bill if you qualify for and enroll in SCE s CARE Program. Customers on the CARE rate are also exempt from the rate increases mandated by the state in January and March For income requirements and application, call SCE at (800) , or visit AHORRE DINERO CON EL PROGRAMA CARE! Usted podria calificar para el Programa de CARE (tarifas alternatives para el consumo de energia en California) un programa que ofrece el 20% descuento en su cuenta de electricidad. Para obtener los requisitos de ingreso y una solicitud, llame al (800) The message area of the bill statement carries many different types of messages for customers. Because it is a free form area of the bill, it will not be necessary to file this bill format change but a Sample has been included with this advice filing so the Commission can see how the message will be displayed. No cost information is required for this advice filing. This advice filing will not increase any rate or charge, cause the withdrawal of service, or conflict with any other schedule or rule. EFFECTIVE DATE In compliance with the ALJ Ruling issued June 15, 2001, Ordering Paragraph 3, this advice filing is effective July 30, 2001, subject to review by the Commission s Energy Division. NOTICE In accordance with Section III, Paragraph G, of General Order No. 96-A, SCE is mailing copies of this advice filing to the interested parties shown on the attached service list, R , and A Address change requests to the attached GO 96-A Service List should be directed to Emelyn Lawler at (626) or by electronic mail at Emelyn.Lawler@sce.com. For changes to the R , and A Service List, please contact the Commission s Process Office at (415) or by electronic mail at lpd@cpuc.ca.gov.

5 ADVICE 1566-E (U 338-E) July 30, 2001 Further, in accordance with Public Utilities Code Section 491, notice to the public is hereby given by filing and keeping the advice filing open for public inspection at SCE s corporate headquarters. To view other SCE advice letters filed with the Commission, log on to SCE s web site at and choose Regulatory Info Center/Advice Letters. For questions, please contact Pat Aldridge at (626) or by electronic mail at aldridp@sce.com. Southern California Edison Company AJ:pa/eml Enclosures Akbar Jazayeri

6 Attachment A

7 Revised 7/24/01 np SOUTHERN CALIFORNIA E D I S O N Master Domestic Non-DA Sample Southern California Edison Company An EDISON INTERNATIONAL Company P.O. Box 600, Rosemead, CA Decreased Usage 2001 Customer and Service Address Date Bill Prepared DOMESTIC NON-DA August 07, NEW AVE Next Meter Read on or about MNTERYPK CA September 05, 2001 Service Account Rotating Outage Rate Schedule Group A123 DOMESTIC Your Customer Account Number hr. Customer Service 1 (800) Update Summary Amount of Previous Statement 07/06/01 $ Payment received 07/18/01 Thank you $ (268.00) Account Balance $ 0.00 Service / Billing Period 07/06/01-08/06/01 (31 days) - Summer Season Basic Charge 31 days x $ $ 1.02 Energy Charge: Baseline 406 kwh x $ %-130% of Baseline 122 kwh x $ %-200% of Baseline 284 kwh x $ %-300% of Baseline 406 kwh x $ Over 300% of Baseline 182 kwh x $ Subtotal $ Legislated Rate Reduction (19.05) Current Billing Detail Subtotal $ California 20% Rebate $ x % (50.51) Monterey Park UUT $ x % 7.58 State Tax 1,400 kwh x $ Current amount must be paid by 08/26/01 $ $ 8.15 is your daily average cost this period excluding Utility User Tax (UUT) Service Voltage : 240 Volts Your Baseline Allocation for this Billing Period is : kwh Average Energy Charge during this period is : cents/kwh Of your total charges, Franchise Fees represent : $ Please detach stub below and return with your payment - Payment Stub Thank you for For payment location, call: paying promptly 1-(800) Make check payable to Southern California Edison Please pay pay total total amount now now due due $ DOMESTIC NON-DA NEW AVE MNTERYPK CA Past due if not paid by 08/26/01 Enter the amount you paid $ Your Customer Account #: P.O. Box 600 Rosemead, Ca

8 Revised 7/24/01 np SOUTHERN CALIFORNIA E D I S O N Master Domestic Non-DA Sample Southern California Edison Company An EDISON INTERNATIONAL Company P.O. Box 600, Rosemead, CA Decreased Usage 2001 Customer and Service Address Date Bill Prepared DOMESTIC NON-DA August 07, NEW AVE Next Meter Read on or about MNTERYPK CA September 05, 2001 Service Account Rotating Outage Rate Schedule Group A123 DOMESTIC Your Customer Account Number hr. Customer Service 1 (800) Detail Energy Charges (E): DWR Energy (D) 420 kwh x $ $ Procured Energy Transmission Charges 3.23 Distribution Charges Nuclear Decommissioning Charges 0.92 Public Purpose Program Charges 4.89 Trust Transfer Amount (T) California 20% Rebate (50.51) Other Charges (11.02) Current Amount Due $ (E) The Energy Charges reflect the amount included in your rate for recovery of energy procurement and generation costs. This service is subject to competition. You may purchase electricity from another supplier. (T) A portion of historic electric generation costs has been financed through low-cost bonds to reduce your total bill by 10% based on June 10, 1996 frozen rates. The TTA reflects the costs of these bonds, which are less expensive than the type of financing the utilities previously employed. The TTA does not offset this 10% rate reduction, nor does it increase the total amount you otherwise would have paid. (D) These charges are being collected by Southern California Edison as an agent for the Department of Water Resources (DWR) for that portion of energy DWR procured. Usage Meter Dates and Readings Number From To Usage ACTUAL READ /06/01 08/06/ ,400 kwh Usage Comparison This Year Last Year Kilowatt-hour (kwh) used 1, , Number of days Average usage per day Percent change (30)% Just for You Message SAVE MONEY ON YOUR BILL WITH CARE! You could save 20% on your electricity bill if you qualify for and enroll in SCE s CARE Program. Customers on the CARE rate are also exempt from the rate increases mandated by the state in January and March For income requirements and application, call SCE at (800) , or visit AHORRE DINERO CON EL PROGRAMA CARE! Usted podria calificar para el Programa de CARE (tarifas alternativas para el consumo de energia en California) un programa que ofrece el 20% descuento en su cuenta de electricidad. Para obtener los requisitos de ingreso y una solicitud, llame al (800)

9 SOUTHERN CALIFORNIA E D I S O N Southern California Edison Company An EDISON INTERNATIONAL Company P.O. Box 600, Rosemead, CA DRAFT Customer and Service Address MR MRS EDISON 123 WASHINGTON AVE UPLAND, CA Page 1 of 2 Date Notice Prepared March 1, 2000 Internet Address Your Deposit Account Number hr. Customer Service 1 (800) XXX-XXXX DISCONNECTION NOTICE Past Due Security Deposit Past Due: $ Pay By: 5 PM on 3/9/00 This is your final notice. Please pay past due amount of $ by 5:00 PM on Thursday March 9, 2000 to avoid disconnection of your utility service. Please Act Today to Avoid a Costly Service Interruption! If you pay by 5 PM on 3/9/00 you will owe: Past Due Security Deposit $ Total Amount Due $ If your service is disconnected, you will owe: Past Due Security Deposit $ Minimum Same Day Reconnect Fee $ Minimum Field Assignment Charge $ Total Amount Due $ Your Payment Options Authorized Payment Location - see list on page 2. QuickCheck - call 1 (800) to authorize a payment from your checking account, without writing a check. A fee will be charged for this service. Payment Arrangement - call 1 (800) before March 9. (14-657) DEPOSIT Payment Stub Your Deposit Account No: Make check payable to Southern California Edison Thank You! Please pay DEPOSIT amount of $ Pay Before 5 p.m. on 03/9/00 Enter amount paid $ MR MRS EDISON 1234 EDISON PL EDISON, CA Payment locations - page 2. Please do not mail payment, it may not reach us in time.

10 SOUTHERN CALIFORNIA E D I S O N Southern California Edison Company An EDISON INTERNATIONAL Company P.O. Box 600, Rosemead, CA DRAFT Customer and Service Address MR MRS EDISON 123 WASHINGTON AVE UPLAND, CA Page 2 of 2 Date Notice Prepared March 1, 2000 Internet Address Your Deposit Account Number hr. Customer Service 1 (800) XXX-XXXX DISCONNECTION NOTICE Past Due Security Deposit Past Due: $ Pay By: 5 PM on 3/9/00 Payment Locations Near You SCE District Office Pacific Check Cashing 100 Any Street, Riverside Adams, Riverside X-Street Grand X-Street 91 Freeway 8:30AM-4:30PM Mon-Fri 9AM-6PM Mon-Fri; 10AM-4PM Sat Woodcrest True Value Hardware Post Box Plus Van Buren Blvd, Riverside Limonite #G, Riverside X-Street Washington X-Street Camino Real 9AM-5:30PM Mon-Fri; 10AM-4PM Sat 9AM - 5PM Mon-Fri; 10AM-2PM Sat ACE Hardware ACME Check Cashing 1842 Main St, West Covina Azusa Ave, Covina X-Street Thomas X-Street US 10 8AM-4PM Mon-Fri 9AM-5PM Mon-Fri; 9AM-3PM Sat Please remember... ➀ ➁ ➂ You must present this Disconnection Notice when you pay. If you pay after 5 PM, or on a weekend, your payment will post the next business day. For more payment locations, call 1 (800) or visit our website at Other Information You Should Know If your utility service is disconnected and you wish to have it reconnected the same day, you will need to pay the full amount owing and contact us prior to 3:30 PM. Your deposit will be refunded when all your Customer Account bills are paid before the past due date for 12 months, unless SCE determines the conditions of service or the basis under which credit was originally established has not materially changed. Of course, your deposit will be refunded when you close all your customer accounts with us. At time of refund, your cash deposit (including interest) will be applied to any unpaid bills or refunded by check. Your endorsement on your refund check will serve as acknowledgement that you received the refund and will release Southern California Edison from further claims against the deposit. Your deposit will earn interest each month you pay your bill before the past due date. SCE s Level Pay Plan can help you budget your bill through equal monthly payments based on your last year s electricity usage, which may be adjusted based on your current electricity usage. Call 1 (800) to enroll.