utility billing & payment assistance programs life regional conference – may 11, 2011

UTILITY BILLING & PAYMENT

ASSISTANCE PROGRAMSLIFE Regional Conference – May 11, 2011

Moderator: Kyro Ojulo – Central Hudson Gas & Electric Corp.Moderator: Kyro Ojulo – Central Hudson Gas & Electric Corp.

1) Common Utility Billing & Payment Assistance Programs

2) Utility Specific Billing & Payment Assistance Programs

3) Frequently Asked Questions & Responses for Payment Troubled Customers

UTILITY BILLING & PAYMENT

ASSISTANCE PROGRAMS

COMMON UTILITY BILLING & PAYMENT

ASSISTANCE PROGRAMS

Presenter: Anita Carfora – Central Hudson Gas & ElectricPresenter: Anita Carfora – Central Hudson Gas & Electric

Programs Central HudsonNYSEGRG&E O & R

Direct Pay X X X

Budget Billing X X X

Gift Certificates X X X

Payment Agreements X X X

Hospitalization Program X X X

Life Support Equipment X X X

Third Party Notification X X X

Common Utility Billing & Payment Assistance Programs

Programs: Central HudsonNYSEGRG & E O & R

Bill Due Date Ext (Winter Protection)

Extra Security Plan X

Bill Extender X X

Special Identification Program X X X

Agency Referral Types:

Dept of Social Services X X X

EmPower NY X X X

Weatherization X X X

Community Agencies X X X

Common Utility Billing & Payment Assistance Programs con’t

Anita Carfora

Brenda Patton

Holly Thompson

Utility Specific Billing & Payment Assistance Programs

The Good Neighbor Fund

Powerful Opportunity Program (POP)

Low-Income Bill Credit

The Good Neighbor Fund is a financial assistance fund for Central Hudson customers who are experiencing a hardship and an energy emergency.

Funds are provided by Central Hudson customers as well as shareholder dollars.

The Fund is administered by the Hudson Valley Salvation Army Offices located in Beacon, Newburgh, Kingston, and Poughkeepsie.

The Good Neighbor grant is designed to be a last resort option for our customers.

The grant for eligible applicants is equal to one monthly average bill up to a maximum amount based on service type.

Each eligible applicant is given two opportunities to receive this grant in their life time.

The applicant may receive the maximum amount of two grants in the current year to diffuse a crisis situation.

The applicant must have exhausted all other sources of energy assistance.

Received a final termination notice or be locked for non-payment.

The applicant may not owe more than $750.00 on the final termination notice OR need no more than $750 to reinstate a defaulted payment agreement or to restore service.

The applicant must be experiencing a financialhardship as defined below:

Medical Property Damage or Loss Disability Senior Loss of Employment Unpaid Time Away From Work Victimized Criminal Activity Family Crisis (Death, Divorce, etc.)

Utility payment assistance program for eligible Central Hudson customers that allows:

A discount from $50 to $225 off the regular Budget Bill each month.

Past due balance paid off up to any amount over a 24-month period.

Receive an Incentive Reward Credit.

Automatic referral to EmPower New YorkSM.

Customer Eligibility Requirements:

Have a past due balance of at least $100.

Residential heating customer who use (and pay for) natural gas or electric.

Enroll in monthly Budget Billing.

Be HEAP eligible and receive a benefit yearly.

Can pay a discounted budget bill each month in full and on time.

Customers that receive HEAP on their Central Hudson account during the 2010/2011 HEAP heating season will be issued:

A credit of $7 per month for 12 months ($94 max).

Must have an active account to receive benefit.

$7 Monthly Credit for HEAP Recipients

Monthly Bill Credit(s) for HEAP recipients

The Neighbor Fund

Orange County Fuel Fund

Monthly Bill CreditMonthly Bill Credit• Any customer receiving a grant under the Home Energy Assistance

Program (“HEAP”) receives a monthly bill credit for 12 consecutive months

- $9.94 bill credit per month for gas heat - $5 bill credit per month for electric - $10 bill credit per month for electric space heat

Neighbor Fund Grant ProgramNeighbor Fund Grant Program• Administered by the Salvation Army

• Assists families in crisis situations (job loss, illness, divorce, accident, etc)

• No age limit or income guidelines

• Must have an O&R account, exhausted all gov’t resources, provide

documentation of crisis or emergency

• Grants are awarded Oct – June; money does not have to be repaid

• Fuel Blind (oil, electricity, natural gas, propane, wood or coal)

• Since 1983, nearly $4M in grants to more than 15,000 households

• Contact your local Salvation Army office or visit www.oru.com for the

Neighbor Fund community outreach center locations

Orange County Fuel FundOrange County Fuel Fund

• For those who don’t qualify for HEAP

• Covers a portion of the cost for fuel oil, natural gas, propane, wood, pellets, or electricity

• Must meet income guidelines

• One-time award up to $585, paid directly to the provider

• For an application, call the Orange County United Way at (845) 457-4774 ext 3112 or visit their website www.uwoc.org

Budget Billing

Alternate Suppliers• Power Switch• eBids

Reduce Energy Usage & Waste

Consider Alternate SuppliersConsider Alternate Suppliers PowerSwitch

• O&R’s introductory program to energy choice provides customers with a one-time offer of 7% off supply costs for two billing periods

• Go to www.oru.com/PowerSwitch or call 1-877-434-4100 eBids

• O&R’s internet website that let’s you shop anonymously for an alternate supplier

• You can compare price offerings from several suppliers and pick the one that best meets your needs

• Go to www.oru.com/eBids

Managing Energy Use and Energy WasteManaging Energy Use and Energy Waste On-Line (Self) Energy Audit• www.oru.com/myaccount• Links to customer billing history and local weather data for accuracy

• Provides energy efficiency recommendations and cost/benefit analysis on energy efficient measures

Energy saving devices• Programmable thermostats• CFL’s• Smart strips or simply unplug devices when not in use Appliance Recycling and Rebate Program• Refrigerator or freezer recycling rebates ($50)• ENERGY STAR rated room a/c and dehumidifier rebates (up to $50)

Energy Assistance Program (EAP) Project SHARE

NYSEG Energy Assistance Program (EAP)Basic Benefit

Automatic enrollment when customers either receive annual HEAP grant on NYSEG account or provide current HEAP award letter.

Bill credits vary from $6.60/month for gas non-heat accounts to $25.17/month for combined electric heat and gas non-heat accounts.

NYSERDA referrals

NYSEG EAP Arrears Forgiveness – Eligibility:

Enrolled in EAP Basic

Have made three bill payments within the last 12 months.

Arrears no less than $240 and no more than $750.

Receive, complete and return application.

Once enrolled cannot miss three consecutive months of payment.

36 month program.

NYSEG EAP Arrears Forgiveness con’t

Once enrolled:

Arrears placed on hold

NYSEG applies 1/24th of the original withheld amount credit to the account each time the customer pays the monthly bill in full and on time.

NYSEG EAP Arrears Forgiveness con’t

Example:

An EAP basic customer has electric heat, gas non-heat and $750 in arrears.

The customer enrolls in the EAP arrears forgiveness component.

The customer pays on time and in full EAP credit = $25.17/month Arrears credit = $31.25month ($750/24month = $31.25) Annual Benefit = $677

NYSEG EAP Reconnection Fee Waiver

Eligible for one reconnection fee waiver a year.

Credit is equal to the amount of the reconnection fee assessed at the time of turn on.

NYSEG Project SHARE

NYSEG and the American Red Cross established the fuel fund in 1982 to provide financial assistance to NYSEG customers with energy-related emergencies

The NY Southern Tier Chapter of the American Red Cross administers the fund.

The nearest local American Red Cross chapter or authorized intake agency manages the casework, processes the application and sends it to the Southern Tier Chapter for approval.

Contributions come from NYSEG, its customers, retirees and employees.

NYSEG Project SHARE con’t

Provides up to $300 for electricity, natural gas, oil, propane or wood.

Can be used for repair or replacement of equipment such as furnaces or water heaters.

Customers may be eligible for a grant once every 18 months.

NYSEG Project SHARE Eligibility

The NYSEG customer’s household must have an energy emergency and must have exhausted all other assistance including HEAP, Emergency HEAP and emergency assistance and:

Be 60 years of age or older, or Have a long-time chronic disability or a medical condition, or Be an active duty service member, or deployed reservist,

regardless of income, or Have an income that does not exceed 5% of the HEAP income

guidelines.

Anita Carfora

Brenda Patton

Holly Thompson

Question 1:

Why is my bill so high, and how can I reduce it in the future?

Question 2:

I have a piece of medical equipment in my home. Does that mean my services can never be terminated?

Utility Frequently Asked Questions?Utility Frequently Asked Questions?

Question 3:

I received a bill for $700, but I only have $300 should I make a partial payment?

Question 4:

Why is the utility customer service representative asking me to provide personal information pertaining to my household size, income and expenses?