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a SCAAIA COMPANYOctober 23rd, 2018

Ms. Jocelyn BoydChief Clerk & AdministratorPublic Service Commission of S. C.101 Executive Center DriveColumbia, SC 29210

Re: Request of the Public Service Commission for Information on Termination ofElectric and/or Gas Service

Dear Ms. Boyd:

Pursuant to the letter received from Mr. David Butler, Esq., dated January 13,2005, enclosed is South Carolina Electric & Gas Company's (SCE&G) informationregarding involuntary termination of both electric and gas customers'ervices. Thisreport covers involuntary terminations in the third quarter of 201 8.

A copy of this report is being provided to the Office of Regulatory Staff.

Enclosures

C: R David Butler, Esq.Dawn HippByron W. HinsonK. Chad BurgessNanette S. Edwards

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CELLS'ECAIVA COMPANY

System-wide Disconnect Statistics3rd Quarter 2018

Reasons for involuntary termination:Safety — hazardous meter situationsEnergy DiversionDisconnect Non-payment

~Safet:~ During the 3rd quarter of 2018, there were no active meters turned off for

safety reasons.

E~Di~ There were no active meters disconnected due to Energy Diversion.

Disconnect for non- a ent:~ 13,356 disconnect orders were completed during the 3rd quarter of 2018. This

represents an estimated 12,421unique customers. 94/D of these customers areresidential customers and 6'/D are non-residential.

~ 81'/D of the disconnect orders generated were canceled due to a payment orarrangement (Deferred Payment Agreement, Short Term Arrangement, etc.)

~ The average daily number of disconnect orders completed was 223.~ Of the customers who were disconnected, 63/D reconnected within a 24 hour

period. Seven percent (7/D) of the customers disconnected were disconnectedtwo or more times during this period.

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~SCEErG SECTION 5. CHAPTEA 27I TITLE 58 OF THE 2976 CODEAMENDED As oF 3UNE 1 2006

South Carolina Electric 5. Gas Company

Termination of Service Due To Non-Payment

Written Procedures for itsElectric and Natural Gas 0 erations

Termination of Senrice Due to Non Pa mentFilin Date: Se temberi 2015

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~SCEEr6 SEcTIoN 5. CNAPTEA 27r TITLE 56 or ms 1976 CoosAMENOEOAsor3UNE 1 2006

Table of Contents

GENERAL INFORMATION.

NORMAL NOTIFICATIONS ..

FIRST NOTICE.

FINAL NOTICE.

SPECIAL NOTIFICATIONS...

FIEi.D NOTIFICATION ..WHITE CROSS NOTIFICATION ...THIRD PARTY NOTIFICATION.

PAYMENT ARRANGEMENT PLAN(S) .

SHORT TERM ARRANGEMENT.

DEFERRED PAYMENT PLAN ...MEDICAL CERTIFICATE

SOCIAL SERVICE AGENCIES.

STANDARDS FOR DETERMINING WEATHER CONDITIONS.....

WINTER GUIDELINE

SUMMER GUIDELINE..

PAYMENT ACCEPTANCE AND RECONNECTION ..

SPECIAL CARE PROGRAMS..

WHITE CROSS PROGRAM...

WHITE CROSS PLUS+ PROGRAM ......

5

5

5

....... 7

....... 7

....... 8

....... 8

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~EF'CEEI6 SEcTIoN S. CHAPTER 27, Tots 68 oF THE 1976 CoosAMENDED As oF 3UNE 1 2006

General Information

Bills for residential electric and gas service are past due 25 days after the billing date, i.e., the"statement date" on the customer's bill, and are subject to a late payment charge of 1.5%. If the bill

or any portion thereof is not paid, the next month's bill will show the "past due" balance.

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~SCAG SEOITDN S. CHAPTER 27, TITLE 58 oF THE 1976 CoDEAMENDED As oF 2UNE 1 2006

Normal Notifications

Before any residential customer's utility service is disconnected for non-payment, that customer isgiven multiple opportunities to pay a "past due" bill. In the notice, customers are provided aspecific date and time by which to pay to avoid disconnection of electric and/or natural gasservice.

First NoticeA first notice is mailed to the customer with the monthly billing statement, at least ten (10) daysprior to the possible termination of service. This notice indicates that SCE&G intends todisconnect utility service. If the customer participates in the Third Party Notification program andhas requested that another individual be notified before service is disconnected, such first noticeis provided to the third party at this time.

The disconnection notice includes the following:

1. Address, telephone number and working hours of SCE&G representative to be contactedby the customer for the arrangement of a personal interview with an SCE&G employeewith the authority to accept full payment or make other payment arrangements

2. The total amount owed3. The date and amount of the last payment

The date by which the customer must either pay in full the amount outstanding or makesatisfactory arrangements for payment by installments of such amount.

5. The availability of investigation and review of any unresolved dispute by the SouthCarolina Office of Regulatory Staff (ORS) and the ORS's toll free telephone number

6. A statement that service to a residential customer who qualifies as a special needsaccount customer (i.e., a White Cross Plus+ Program Participant) shall only beterminated in accordance with S.C. Code Ann. I't 58-5-1110 and/or ll 58-27-2510 et seq.,as amended.

7. A statement that service to a residential service will not be terminated from December 1

to March 31 if the customer, or a member of his household at the premises being served,furnishes SCE&G, no less than three (3) days prior to termination or to the terminatingcrew at the bme of termination, a certificate on a form provided by SCE&G and signed by(i) a licensed physician, stating that termination of electric and/or gas service would beespecially dangerous to such person's health, and (ii) the customer, stating that he isunable to pay by installments. A certification expires thirty-one (31) days after executionby the physician and may be renewed for an additional thirty (30) days no more thanthree (3) times.

Final NoticeA final notice is mailed to the customer four (4) days prior to disconnection of service. Thisnotice informs the customer that his service is subject to termination for non-payment andincludes options to avoid disconnection or to communicate disputes. If the customer participatesin the Third Party Notification program and has requested that another individual be notifiedbefore service is disconnected, such final notice is provided to the third party at this time.

Termination of Service Doe to Non PaymentFilin Date: Se tember 1, 2016

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~SCE&G

Special Notifications

SECTION 5. CHAPTER 27, TITLE 58 OF THE 1976 CODE

AMENDED As QF 3VNE 1 2006

Field NotificationPrior to disconnection, if field personnel believe a situation warrants additional investigation andare unable to speak with the customer, they will utilize a door hanger so long as there are no

safety risks to the field personnel associated with leaving the door hanger (e.g., dogs). This

allows the customer an additional 24 hours to contact SCESLG before disconnection.

yyhite Cross NotificationCustomers enrolled in the White Cross Program receive the Normal Notifications. Additionally, an

attempt is made to contact the customer by phone prior to disconnection. If the attempt issuccessful (either live answer or answering machine), the customer is reminded of the impendingdisconnect.

Field personnel are also instructed to knock before working the disconnect on the initial attemptto disconnect service. If field personnel believe the situation warrants, the disconnection can beheld for 24 hours and notification sent to the SCESLG Customer Assistance area for furtherresearch which may include an in-home visit by a Customer Assistance Advisor.

Third Party NotificationSCEikG supports the Third Party Notification program. This program is a safety net that allowsothers to be aware of a situation that may affect disconnection of electric and/or natural gasservice. This is a voluntary program and is helpful to those who are ill, elderly or living alone.The program gives the account holder the option of naming another person to receive a copy ofany disconnection notice that is sent by SCESIG. This person can be anyone you wish, such as a

friend, relative, neighbor, clergy or even a social agency. The third party is not responsible for

paying the bill.

The program has a built in feature to attempt to keep the customer's third party informationcurrent. For those actively participating in the Third Party Notification Program, an automatedletter is generated every 2 years. The automated letter provides the Third Party contactinformation on file and encourages the customer to review the data and notify SCESLG of anychanges.

Third Party Notification is a free service and may be set up by the customer, or by a concernedthird party with the customer's permission. Please call 800-251-7234 to enroll in the Third PartyNotification Program or if you have a special need that this program does not cover.

Payment Arrangement Plan(s)SCE8 G works directly with customers regarding payment options. Payment options are offeredto customers who are unable to pay the full amount due for the electric and/or natural gasservice.

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~SCEEIG SECTIDN 5. CHAPTER 27, TITLE 58 QF THE 1976 CDDEAMENDED AEDF JUNE 1 2006

Short Term ArrangementFor customers who have a satisfactory payment history as determined by SCEttLG, a Short TermArrangement is offered. This payment option allows a currently forecasted disconnect to bestopped and deferred to the next forecasted disconnect date.

Deferred Payment PlanFor customers who are unable to pay the full amount due and need to pay in installments or whohave not kept previous Short Term Arrangements, a Deferred Payment Plan is offered. Thispayment option allows a customer to pay his past due amounts in monthly installments.

Medical Certificate

From December 1 to March 31, SCEikG will not disconnect a residential customer if the customer,or a member of his household at the premises being served, furnishes SCEBLG, no less than three(3) days prior to termination or to the terminating crew at the time of termination, a certificateon a form provided by SCEikG and signed by (i) a licensed physician, stating that termination ofelectric and/or gas service would be especially dangerous to such person's health, and (ii) thecustomer, stating that he is unable to pay by installments. A certification expires thirty-one (31)days after execution by the physician and may be renewed for an additional thirty (30) days nomore than three (3) times.

For customers coming off Medical Certificate, field personnel are instructed to knock beforeworking the medical certificate disconnect on the initial attempt to disconnect service.

Social Service Agencies

Customers who need information about social service agencies in their area should visit ourwebsite www..corn en ies or call 800-251-7234 to speak to an SCEBLG representative.

SCEikG representatives are trained to identify customer situations where additional help is

needed, and agency information is organized by geographical area and is readily available torepresentatives.

Additionally, SCE&G's Customer Assistance representatives work with the local community actionagencies, churches, Salvation Army, etc. daily. These relationships can benefit customers byprocessing agency assistance pledges to cancel disconnection activity, and in some cases to re-establish electric and/or natural gas service.

Standards for Determining Weather Conditions

By utilizing NOAA (National Oceanic and Atmospheric Administration), SCEBLG programmaticallyintegrates the NOAA data for each local office within the service territory to provide areamanagement with a weather based "disconnect" decision. For areas that meet the TemperatureGuideline, disconnects will be suspended for that day for that area.

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~E'ICED SEcrION 5. CHAPTER 27r TITLE 58 OF THE 1976 CODEAMENDED As OF 1UNE 1 2006

kVinter GuidelineResidential electric and natural gas customersDecember 1 through triarch 31

Forecasted average of 32 degrees or less for ensuing 48-hour period.Note: Arithmetic average of the forecasted high and low temperature for ensuing

48-hour period.

Summer GuidelineResidential electric customersJune 1 through August 31

Forecasted heat index of 105 or higher for ensuing 24-hour pediod.

Payment Acceptance and Reconnection

Customers will be notified through the Normal and Special Notifications of the date and timepayment is due. To avoid disconnection or to Initiate reconnection of electric and/or natural gasservice, SCESLG provides online payment options and payment locations where customers canmake payments and have them post to the SCAG Customer system. Visitwww.. m for payment options or w m a ment- ti n for acurrent listing of authorized payment locations.

If field personnel are onsite to disconnect the service and the customer makes a good faith effortto pay the past due amount, field personnel will instruct the customer to make their payment atthe nearest payment location and will hold the disconnection until the next business day.

Should a customer be disconnected for non-payment and makes a satisfactory payment before6:00 pm, Monday through Friday, SCEikG will reconnect the service on the same day'. Should a

customer be disconnected for non-payment and makes a satisfactory payment before noonSaturday, SCESLG will reconnect the service on the same day; otherwise, the reconnect will takeplace the next business day.

'hould Field Personnel, in their attempt to reconnect service, pick up load, service will not be reconnected.

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~SCEEIG Sscnou 5. CHAPTER 27 TITLE 58 oF THE 1976 CoocAMENoEo As OF 3UNE 1 2006

Special Care Programs

white Cross ProgramThe White Cross Program of SCE(kG is designed for a customer or family member who dependson electricity to operate essential medical equipment. As part of the program, an attempt ismade to contact the White Cross customer via telephone should they be scheduled fordisconnection of service due to non-payment. Additionally, customers are also called when amajor storm is approaching so that they can make other arrangements to sustain their medicalequipment should an outage occur.

In order to participate in the White Cross Program, customers must have telephone service intheir home. Having a White Cross designation does not mean power will be restored morequickly than others, nor will credit action be deferred for non-payment of utility bills.

white Cross Plus+ ProgramSCESLG recognizes that there are customers throughout the area with varying degrees of criticalhealth issues and is committed to providing a more personalized level of assistance to thesecustomers. To qualify for the White Cross Plus+ Program, the customer or a family membermust be certified by a licensed health care provider's being seriously ill'r on life support'n aform provided by the utility.

In addition to the Normal and Special Notifications, customers on the White Cross Plus+ Programwill be personally contacted by a Customer Assistance Advisor to include an in-home visit, ifneeded, prior to any disconnect activity taking place. This approach will enable SCE(kG'sCustomer Assistance representatives to work with the customer, their third party representativeand, when applicable, with other agencies to address the customer's needs.

The White Cross Plus+ Program will help us handle these customers'ccounts with special care;it does not prevent disconnection for non-payment.

'Licensed health care provider" means a licensed medical doctor, physician's assistant, nurse practitioner, or advanced-~recuse registered nurse.

"Seriously ig" means having been certified by a licensed health care provider as (i) having Alzheimer's disease ordementia or (ii) having a condition or illness such that termination of elecbic service would be dangerous to the person'health.4 "Ufe support" means electronic medical equipment required to sustain life.

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SCE&G customer service representatives and field service representatives are trained to identify

customers with medical and/or special needs, and help them understand the types of financialassistance

programs that may be available. Among those programs:

~ White Cross — Provides a courtesy service for customers who require medical equipment in theirhomes. A courtesy automated call is made prior to disconnecting customers with special needs.SCE&G has approximately 5,634 White Cross customers.

~ Weatherization — Some customers need assistance making their homes more energy efficient.Through employee volunteer efforts and corporate donations, SCE&G supports programssponsored by local energy offices throughout the state to help many such customers. This

program helps customers control their energy costs through home weatherization, improvingenergy efficiency. Through our volunteer partnership with these agencies, we have weatherized20 homes throughout South Carolina since 2012.

~ Low Income Home Energy Assistance Program — South Carolina's Low-Income Home EnergyAssistance Program provides home energy assistance to help eligible low-income householdsmeet their home heating and/or cooling needs. The amount of assistance provided depends onhousehold income and home energy costs. Since the program began in 1980, more than 5152million in assistance has been provided to SCE&G customers. To be eligible, families must meetfederal income poverty guidelines for a low-income household.

~ The SCE&G Employee Good Neighbor Fund — Funded through the generous donations of SCE&G

employees and retirees, this program provides temporary aid to individuals and families who areexperiencing extreme financial difficulties and have exhausted other sources of help. Funds areadministered exclusively through employee referrals to provide essentials such as food, medical,and shelter expenses. In 2017, approximately 300 families received financial assistance thoughthe Good Neighbor Fund.

~ Project Share — SCE&G customers, employees, and retires voluntarily contribute funds to thisprogram. Donations in support of Project Share can be through a recurring or one-timecontribution via bill payment, online, or via employee payroll deduction to assist eligiblehouseholds served by SCE&G in meeting their home energy costs throughout the year. Thesefunds are administered by the South Carolina Department of Administration's Office ofEconomic Opportunity and disbursed to local community action agencies. Since 1986, over 58.9million in contributions have assisted over 46,800 customers. In 2017, over $ 170,000.00 in

contributions assisted 531 customers. In February 2018, SCANA made a contribution of5100,000.00 to Project Share.

SCE&G customer service representatives regularly refer customers in need of assistance to local

community action agencies, as well as state and private agencies that specialize in providing assistance.SCEB,d'd b it,~p id ~ f il bl

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