© 2002 San Diego Gas and Electric Co. and Southern California Gas Company. All copyright and trademark rights reserved. SDG&E & SoCalGas Winter Bill Programs and Plans Low Income Oversight Board Meeting September 17, 2008 Sacramento, CA

2 Residential Service Collection Practices Operate within CPUC authorized Tariff Rule requirements Steps taken before service is disconnected for non- payment – Mail past-due notice – Deliver notice of pending disconnection – Visit premises to collect or disconnect service Minimum of about seven weeks between the mail date shown on the bill and the field visit to collect or disconnect of service Customers can request payment extension/ payment arrangements any time before service is disconnected for non-payment – By speaking with a Customer Service Representative – By using the Interactive Voice Response system – By visiting SDG&E and SoCalGas web sites (In development)

3 Residential Customer Assistance Programs Customers are informed through various communication channels of assistance programs – Programs that provide discounts to income-qualified customers such as the California Alternate Rates for Energy (CARE) program and Family Electric Rate Assistance (FERA) program – Bill payment assistance programs such as the federally funded Low Income Home Energy Assistance program (LIHEAP) – Level Pay Plan program spreads the customer’s energy charges evenly throughout the year and therefore makes bill payments more manageable – SDG&E/SoCalGas and its customers contribute to a fund to assist customers who are experiencing difficulties in paying their bills – Additional baseline allowances are provided to customers with certified medical conditions Third Party Notification program provides customers, such as senior citizens, the option of selecting someone (e.g., relative, friend) to also receive overdue notices in order to alert them of any past due balances that the customer may have

4 Low-Income Customer Collections Related Services Options to avoid disconnection are reaffirmed through additional outbound calls and notification by mail during the collection process (SDG&E only). Provide information in progressive periods in the collection process on various assistance programs and available payment options. CARE/FERA customers can request up to a 12- month payment arrangement plan if necessary.

5 Low-Income & Special Needs Customer & Community-Based Organization COMMUNICATIONS PLAN Normal Winter Conditions – Winter info to agencies, program contractors and in branch offices – CARE applications & winter flyers distributed in field – Gas safety magnets distributed at events – Radio / TV / winter safety message – Press releases on programs/services – Tailored news articles for local publications – Develop and implement Utility- Agency plan to assist customers in accessing GAF/NTN program funds – “Outreach Around the Region” (OAR) agency newsletter (SDGE only) – Increase program promotion with winter message – Presentation / briefing to government assistance agencies – Bill inserts & message on programs Cold Spell Conditions – Participate in radio news shows/talk shows – Media interviews – Special Blast to agencies – Liberal payment arrangement plan w/credit manager – Public affairs support (local govt & agency/organization-based presentations) – Master and sub-meter customer mailings Extreme Cold Conditions – Expanded media interviews and radio talk show appearances – Brief elected officials – Direct mail to customers with high bills that are on CARE, MBL or Temp Sensitive – Direct mail to customers with history of payment arrangements – Provide helpful links in OAR for Agencies (SDGE only) – Special speaking engagements – Call Center IVR messages