Customer Assistance Programs Discussion Group Presented By: Ed Bodie, Manager of Retail Services Presented By: Ed Bodie, Manager of Retail Services November 6, 2006 November 6, 2006

Santee Cooper Facts State Owned Electric and Water Utility State Owned Electric and Water Utility 38 Industrial Customers 38 Industrial Customers 20 Electric Cooperatives Statewide 20 Electric Cooperatives Statewide 155,000 Direct Serve Retail Customers 155,000 Direct Serve Retail Customers 8 District Offices 8 District Offices Call Center Call Center IVR IVR Internet Presence Internet Presence

Santee Cooper Retail 125,989 Residential Customers 125,989 Residential Customers 28,152 Commercial Customers 28,152 Commercial Customers 75% Growth in Retail Customers since % Growth in Retail Customers since % 23% Of Our Customers Receive Late Notices/Penalties Of Our Customers Receive Late Notices/Penalties

Credit and Collection Policies Mail Late Notice – 22 Days Mail Late Notice – 22 Days Start Collection Action – 28 to 30 Days Start Collection Action – 28 to 30 Days New Bill – 30 Days New Bill – 30 Days Accept Payment Arrangements – Automated or In Person Accept Payment Arrangements – Automated or In Person Field Visit – Door Hanger Field Visit – Door Hanger Field Visit – Collection or Cut Out Field Visit – Collection or Cut Out Will Accept Credit Card Payment Will Accept Credit Card Payment Temperature Guidelines 32 degrees or Heat Index below 95 degrees

Helping Hand Agencies Associated Charities Associated Charities Berkeley Dorchester Economic Development Corporation - LIHEAP Berkeley Dorchester Economic Development Corporation - LIHEAP Catholic Assistance Program Catholic Assistance Program Christian Mission Outreach Christian Mission Outreach Churches Assisting People Churches Assisting People Department of Social Services – Conway and Georgetown Department of Social Services – Conway and Georgetown Helping Hands – Georgetown, Myrtle Beach, North Strand and South Strand Helping Hands – Georgetown, Myrtle Beach, North Strand and South Strand Salvation Army – Conway, Georgetown and Moncks Corner Salvation Army – Conway, Georgetown and Moncks Corner Trident United Way Trident United Way Waccamaw Economic Opportunity Council, Inc. – Conway and Georgetown - LIHEAP Waccamaw Economic Opportunity Council, Inc. – Conway and Georgetown - LIHEAP Waccamaw Mental Health Waccamaw Mental Health

Tragedy in Greenville December 21, 2004 December 21, 2004 Headlining news - An elderly Headlining news - An elderly Greenville woman was found dead in her home and authorities say she died from exposure to the cold. A police report said power had been turned off since December 6 th. A Duke Power spokesman said her power was disconnected for nonpayment.

Special Needs Registration Required by State Statute Required by State Statute Medical Verification Required Medical Verification Required Special Cut Out Procedures Special Cut Out Procedures Advertise Program Twice Annually Advertise Program Twice Annually State Social Services Involvement State Social Services Involvement Registered Letter/Return Receipt Registered Letter/Return Receipt

Third Party Notification Consider Due To State Statute Consider Due To State Statute Allows For Third Party Notification Before Cut Out Allows For Third Party Notification Before Cut Out Difficult To Maintain Difficult To Maintain

Other Programs Budget Billing Budget Billing High Bill Complaints High Bill Complaints –District Office Energy Efficient Representatives –Meter Re-Reads Low Interest Loan Program Low Interest Loan Program Lower Rates for Energy Efficient Lower Rates for Energy Efficient Energy Education Energy Education

Other Programs continued… Low Income Weatherization –Identified Through Local Agencies –Energy Efficient Upgrades –Heat Pumps –Duct Sealing –Windows/Insulation –Testing Blower Door and Duct Blaster tests Blower Door and Duct Blaster tests

Questions?

Discussion Collection Policies/Actions Collection Policies/Actions Special Needs Policies/Actions Special Needs Policies/Actions Energy Efficiency Programs Energy Efficiency Programs E Source Benchmarking E Source Benchmarking Metering Options Metering Options Prepaid Metering Prepaid Metering