SCE Disconnect Moratorium Results Presentation to LIOB January 26, 2010

Topics SCE Terminations of Residential Service Outreach Results Disconnect Moratorium Results Key Initiatives

SCE Terminations of Residential Service in 2009 Total CARE Customers (With Submetered) Total Residential Non-CARE Service Terminated Reconnected % Jan 1,117,274 29,017 22,747 78.4 9,240 6,748 73.0 19,776 15,999 80.9 Feb 1,124,863 27,273 22,228 81.5 9,247 7,028 76.0 18,026 15,200 84.3 Mar 1,146,691 32,247 25,781 79.9 11,057 8,245 74.6 21,190 17,536 82.8 Apr 1,161,348 30,996 25,937 83.7 10,936 9,419 86.1 20,060 16,518 82.3 May 1,165,197 27,391 22,891 83.6 9,809 8,350 85.1 17,582 14,541 82.7 Jun 1,173,681 29,489 23,856 11,019 9,103 82.6 18,470 14,753 Jul 1,184,652 26,018 21,463 82.5 9,452 7,977 84.4 16,566 13,486 81.4 Aug 1,196,535 24,546 19,516 79.5 8,966 7,269 81.1 15,580 12,247 78.6 Sep 1,205,516 28,673 22,349 77.9 11,145 8,813 79.1 17,528 13,536 77.2 Oct 1,207,490 26,936 22,148 82.2 10,189 8,476 83.2 16,747 13,672 81.6 Nov 1,227,675 20,082 15,935 79.3 7,453 5,952 12,629 9,983 79.0 Dec 1,235,123 11,637 9,650 82.9 4,417 3,621 82.0 7,220 6,029 83.5 Footnote: SCE has modified its reestablishment of credit deposit fee to be based on two times the average monthly bill. SCE does not require re-establishment of credit deposits from customers who pay their bill late; however, SCE does require a deposit from customers whose service has been disconnected. SCE modified its reconnection policy at the end of 2008 and will restore service to customers following disconnection without payment of the deposit. SCE bills the required deposit and offers customers extensions and payment arrangements. The average percentage of DCARE customers reconnected and requested to pay a deposit was 64%, while Non-DCARE was 75%.

SCE Outreach Results 2009 YE compared to 2008 YE 10% decrease in Non-CARE customer disconnections (as a percent of population) 5% decrease in overall (total) residential disconnections 3% increase in CARE customer disconnections (as a percent of population) 12% increase in CARE customer population 4% decrease in Non-CARE customer population 18% increase in CARE customer bill payment assistance 10% increase in Non-CARE customers granted bill payment assistance

Disconnect Moratorium Results December 15, 2009 through January 21, 2010 During the disconnection moratorium SCE tested new measures to help reduce disconnections: Suspended mailing Final Call notices to at risk customers during disconnect moratorium Enhanced VRU outbound calls to encourage customers to call for payment assistance Customer representatives attempted to make direct contact with at risk residential customers Increased outreach: press releases, notices to CBOs and FBOs, social media, bill messages, and banner ads on sce.com. December 2009 compared to December 2008: Results suggests: Overall, increased outreach resulted in 25,000 more payment arrangements and extensions in the month of December 2009 (199,000) compared to December 2008 (174,000) Customers respond to final call notices which prompt payment or contact with SCE for payment arrangements Moratorium Standard Practice Objective: Explore potential opportunities to reduce customer disconnections Increase customer contact with those eligible for disconnection to urge them to seek bill payment assistance Educate customers, and provide access to, available programs to help pay and/or reduce their bills (CARE, FERA, EAF, LIHEAP, 211) Reduce disconnections through increased communication Provide payment arrangements and energy solutions to suit the individual needs of each customers

2010 Key Initiatives Near Term: Long Term: Increase customer contact and elevate customer awareness through existing communication channels: Bill messaging SCE.com website E-notification enhancement / online billing SCE.com “My Account” at sign-in screen Distribute Resource Guide to APAs, community outreach events, and other assistance agencies Continue education about the use of SCEs APA when in jeopardy of disconnection Modify deposit requirement from twice the maximum monthly bill to twice the average monthly bill Increase minimum disconnect threshold to $50 Enhance VRU scripting to include request for at risk customers to contact SCE for bill payment assistance Long Term: Comprehensive review of all customer communications, including collection notices, to identify areas of improvement Conduct further in depth analysis of customer focus group data to examine possibilities of customer suggested options

Appendix

SCE Outreach Strategy

SCE Works Aggressively to Increase Customers’ Awareness of Economic Assistance Programs Conduct outreach events at schools and churches Integrated Outreach to Help Customers Faith Based Organizations Grassroots/ Community Based Organizations Online Direct to Consumer Advertising Partnership Employees Ambassadors Conduct outreach events Target Ethnic communities Community involvement and outreach CARE Capitation Agencies Corporate grant recipients targeting underserved populations Employee Information Handouts/flyers Employee website Retail City/Government Energy Leaders Program SCE.com Email solicitations Online advertising Social Media Advertising Media Relations Ethnic Media Retail Advertising Bill messages Direct Mail Events Handouts/flyers

SCE’s Message to Customers at All Levels: “Contact us and we will work with you!” METHOD OF COMMUNICATION SOLUTIONS MESSAGE All Customers High Bill Helper/ Energy Mgmt CARE/FERA Payment Arrangements Integrated outreach effort through traditional and non-traditional vehicles Smart energy management will decrease your bill, and if you or someone you know are having trouble paying your bill, we can help. Broad Past-Due Bills High Bill Helper/ Energy Mgmt CARE/FERA/LIEE Payment Arrangements Energy Assistance Fund 2-1-1 Assistance Prominent message on bill If you are having difficulty paying your bill, contact SCE today to make payment arrangements and for economic assistance. Disconnect Process Three attempts to contact customer: -Outbound call -Mailed notification -Courtesy call You can avoid costly fees associated with disconnection; there is still time to make payment arrangements and sign up for economic assistance. Targeted

Customer Outreach: Ethnic Media 12.24.09: “Southern California Edison Reaches Out to Help Customers With Their Bills” Hispanic Consumer Market La Opinion La opinion Online KMEX TV Univision 34 “A Su Lado” Telethon KPMR-TV Univision 38 El Clasificado El Clasificado Online Asian Consumer Market Korean Daily KWRM AM 1370 Chinese Siam Media – Thai Taiwan Daily News – Chinese Taiwan Daily News Online Korea Times Korea Times Online Chinese Daily News Chinese Daily News Online Viet Bao Daily News Viet Bao Daily News Online Viet Herald Daily News Radio Seoul 1650 AM – Korean Daily Sports Seoul – Korean Daily Sports Seoul Online Epoch Times Online – Chinese Asian Journal – Filipino Asian Journal – Online Balita Media – Filipino Balita Media Online California Examiner – Filipino Viet Weekly – Vietnamese Korean Sunday News India Journal India Journal Online India West Javanan International Persian Pakistan Link Pakistan Link Online Saigon Times – Vietnamese India Post Online The Twon News – Korean Angkor Borei News - Cambodian African American Consumer Market Black Voice News Blackvoicenews.com Inland Valley News San Bernardino American Sbamerican.com

Customer Outreach: General Market Media 12.24.09: “Southern California Edison Reaches Out to Help Customers With Their Bills Everything Long Beach TD Ameritrade FOX Business News Pasadena Star News, San Gabriel Valley Tribune Los Angeles Times MSN Money San Bernardino Sun KPCC KNX KVEA Santa Barbara Riverside Press-Enterprise Research & Policy Institute of CA United Way of Orange County United Way of Norco-Corona San Gabriel Valley Tribune Everything Long Beach Desert Sun 12.31.09: “Edison International and Employees Donate More Than $700,000 to Help Customers Pay Electric Bills”

Customer Outreach: Twitter Re-Tweets Original Tweet

2010 Initiatives to Increase Customer Contacts Partnerships Schools Legislative Offices Faith Based Organizations Grass-Roots Organizations Retail Store Integration (Best Buy/Sears) SCE Solutions Whole Neighborhood Approach Targeted E-blasts SCE on Social Media Networks Online Enrollment and Payment Arrangements/Extensions Energy Walks

2010 Initiatives to Improve Customer Communication Strategies Partnerships Consumer Advisory Panel APA Expanded Services SoCalGas CARE Data Sharing Foreclosure Clinics Corporate Grant Recipients and other Community Based Organizations SCE Solutions Establishing a Preferred Method of Contact In-Bound and Out-Bound Calls

2010 Initiatives to Provide Customers Relevant Information Partnerships Media Relations & External Stakeholders SCE Expanded Communications Providing More Information in Welcome Brochure CARE Line-Item on Bill SCE Solutions Expanding Online User Experience IVR Messaging to Targeted Customers IVR Messaging to CARE Customers

2010 Initiatives to Expand Payment Policies to Assist Customers in Need SCE Expanded Communications Improved Information in Late Payment Notices Improved Communication of Payment Plans SCE Solutions Reduced Deposit Amounts Flexible Payment Options