Southern California Edison Serving our Special Needs Community Linda Yamauchi, Manager Consumer Affairs

1. Southern California Edison�Serving our Special Needs Community� Linda Yamauchi, Manager Consumer Affairs

2. 2 Customer Assistance Plan Having customers contact us as soon as they know they have a problem paying their bill We will work with them to keep their lights on Giving customers more time to pay their bills Payment Arrangements and Extensions Up to 3 months on past due balances Deposit Policy No deposit required at time of reconnect for CARE customers

3. 3 Customer Assistance Plan (Cont�d) Providing dollars to help pay bills Energy Assistance Fund (EAF) Up to $100 to qualified residential customers Funded by donations from SCE employees, shareholders, and customers Home Energy Assistance Program (HEAP) Provides payment assistance and other energy saving services to qualified residential customers Providing discounts through income-qualified programs CARE, FERA, EMA, etc.

4. 4 SCE Consumer Affairs Department Identifies and responds to the problems, needs, and concerns of our elderly, critical care, and disabled customers SPECIAL PROGRAMS & SERVICES Medical Baseline Program Additional energy at lowest rate for households using electrically powered medical equipment Doctor certification required Good Neighbor Program Referrals from field or call center employees of customers who need special assistance Consumer Affairs provides referrals to appropriate agencies for follow-up

5. 5 �Special Needs� Credit Assistance Customers with special profiles (elderly, critical care, disabled, etc.) who do not respond to the 48 hour notice of disconnection are personally contacted by Consumer Affairs Pilot doing outbound calls to customers profiled as TTY users Extensions/Payment Arrangements made if needed If no answer, after repeated phone calls - we may refer to appropriate agency or request field visit Special Notification In addition to the notification card which is sent to all customers before a planned outage, customers on life-support equipment are given a personal courtesy call by Consumer Affairs to remind them about the outage and to have a back-up plan

6. 6 SCE�s 2009 General Rate Case Decision Adopted a Settlement Agreement jointly proposed by SCE and Disability Rights Advocates (DisabRA) which included funding for a number of actions to help customers with disabilities Improving access to facilities 11 Service Centers Authorized Payment Agencies List of accessible APAs posted on SCE�s website: SCE.com SCE offering rebates to eligible APAs to make improvements Currently, about 200 or 60% of agencies are compliant

7. 7 SCE/DisabRA Agreement � 2009 GRC Website enhancements to SCE.com Skip Navigation Providing a method of skipping through sections of navigation to allow those using assistive technologies to navigate the main content of the page Alternative text on images since screen readers can�t understand images Color contrast to help people with color blindness or other visual impairments Closed caption for videos to allow hearing impaired to read what is being said

8. 8 SCE/DisabRA Agreement � 2009 GRC SCE.com enhancements (cont�d) Keyboard access for users who have difficulty maneuvering a mouse Large font versions of income qualified applications Ability to enlarge the viewing size of your pdf bill on My Account Preferred means of contact for medical baseline/life support customers during emergency outages Enlarged bill formats upon request Bills in Braille being developed

9. 9 SCE/DisabRA Agreement � 2009 GRC Access to pedestrian rights-of-way during utility construction to reflect industry guidelines Utility pole surveys to determine to what extent SCE�s poles might pose accessibility barriers to persons with vision or mobility disabilities

10. 10 Partnerships and Collaborations Hospitals and Health Care Facilities Provide information and in-service training Medical Baseline information Income-qualifying programs Senior Organizations Provide and obtain information At events and conferences Through newsletter articles School Districts Provide information on services and income qualified programs In-language

11. 11 Partnerships and Collaborations (Cont�d) Community Based Organizations Provide information and services to the clients Independent Living Centers Community & Senior Services of LA County Collaboratives: Win for SCE, clients, and organizations/agencies San Gabriel Valley Disability Collaborative San Gabriel Valley Health Council Senior Services Alliance Multi Disciplinary Team (LA County)

12. 12 SCE Consumer Affairs Contacts: Elaine MacDonald - Outreach Manager 626 302-8628 Salvador Ramirez � Outreach Program Manager 626 302-2474 Linda Yamauchi � Manager, Consumer Affairs 626 302-2719 Please let us know how we can better serve you!