1. PSE&G Credit and Collection
2018
PSE&G Energy Assistance Forum
Leticia Spencer
Back Office Collection Manager

2. Collections…
The goal of Collections and Payment Assistance Outreach is put ourselves out of business
We want every customer to be able to afford to pay their utility bills and pay them to ensure they are never shut off
Average Collection Month
Customers: 2.5M
Delinquent Customers: 400K (16%)
Customers Receiving a Shut-Off Notice: 300K
Customers Receiving additional Collection Calls, Letters, s: 130K
Customers Receiving Field Collection Visit: 30K (1.5%)
Customers Ultimately Disconnected: 13K
Customers Receiving Assistance: 150K (Annually 260K)

3. Why do we have such a big collection problem?
No penalty for paying utility bills late
NJ is one of the few states that does not charge a late payment fee
Access to meters
As NJ has an older infrastructure, many meters are inside homes and cannot be accessed during the normal course of business to be disconnected
Critical Care Accounts
We are very careful about protecting people who have an emergency medical condition or require life sustaining equipment
Winter (and summer) Moratoriums (Winter Termination Period)

4. Winter Termination Program
When: November 15 – March 15
Who: Residential customers with Tolerance Codes
Deposit requests will be removed from protected accounts
Shut-Off notices are adjusted to reflect a Shut-Off date after March 15th
All correspondence is adjusted to remove threat of shut off
Plus: Temperature Prohibition - When the high temperature is below 32 degrees, no interruption of service
Who: All residential customers

5. Winter Termination Program (continued…)
Payment Vouchers
We will hold collection for 30 days
Ensure clients make a payment arrangement on any balance
Without an active payment arrangement, your client will remain eligible for collection activity
During the WTP your clients may be eligible for protection. Make sure they contact PSE&G for a WTP payment plan.
For agencies they could fax the voucher to ( or )
PSE&G Collection Call Center ( )
Social Service Gate…after prompt “What would you like help with today”….say “Social Services”
You can call PSE&G on behalf of a client-PSE&G Call Center representatives will require account information including account number and last four digits of social security number

6. WTP Specific Training Training:
Update all customer contact employees so they are able to answer questions, comply with regulations, and assist customers during the WTP
This includes Inbound Collection, CSC Associates and Field Collectors
Update all materials and redistribute to all customer contact associates
Before the WTP period begins we also send all customers that are past due and with a tolerance code a letter informing them to give us a call in order to work out an affordable payment arrangement with the company.

7. Conventional Notice
* * SHUT-OFF NOTICE * * (Mon-Fri, 7:30 AM - 8:00 PM) Your service is currently in danger of being shut off. $$$$$$ is due immediately. Note further that an additional $$$$ is now past due and must be paid by 9/16/2015 or $$$$$$ will be required to avoid shut off. An additional security deposit may be required if late payments continue. A statement of customer rights and fees is shown on the reverse side

8. WTP Notice
** SHUT-OFF NOTICE **  (Mon.-Fri. 7:30 AM -8:00 PM)
Your bill is now past due.  Your service can be shut off after March 15th if $X, XXX.XX is not paid. If you cannot pay the bill in full, a payment arrangement may be possible.  Need help paying your bill, visit or in Spanish.

9. Collection… What do your clients need to know?
Moving in and Moving out
Personal identification information
Old unpaid balances need to be addressed
Make sure they close accounts and get a final bill when they move
Deposit requests
When having trouble paying their bills
Contact us early
Keep payment arrangement terms
contact us if they’re having trouble
Ask about programs to help pay bills
Ask about the equal payment plan
Ask about energy conservation tips

10. Danger Zone-When bills aren’t paid during the WTP
No payments during the WTP period makes bills unmanageable after winter season. Advise clients that even a partial payment during the WTP will help keep them from having their service disconnected
A customer payment of $100 per month could lower this bill by almost half, ending the WTP with a balance of $550 instead of $1000

11. Critical Care Customer’s
If you (or a member of your household) rely on services to operate life-sustaining equipment or have a medical condition that could be worst by lack of service it is important that you notify PSE&G.
When notified, PSE&G will send you a form that must be completed and signed by a physician every year to verify the use of life-sustaining equipment.
Once the form is returned and approved by PSE&G, your account will have an indicator that life-sustaining equipment is used in your home
If it’s a medical condition that is life threating PSE&G will ask you to fax paperwork that shows your current need for service. Once those documents are received we will protect both your gas and electric services for 60 days.
It is imperative for customers to inform PSE&G of any Critical Care in their current household.