1. PSE&G Credit and Collection
2015
PSE&G Energy Assistance Conferences
Credit & Collection Staff

2. In addition, outreach attempts will exceed one million Bill inserts
Collections…
We really don’t want the business so Payment Assistance Outreach works hard to keep people out…
Between letters and phone calls, we’ve attempted more than 3 million contacts this year
Over 300K notices a month
In addition, outreach attempts will exceed one million
Bill inserts
Letters
Phone calls
Outreach Presentations
Conferences

3. Winter Termination Program
BPU Regulatory Compliance:
When: November 15 – March 15;
Who: Residential customers with Tolerance Codes
Plus: Temperature Prohibition - When the high temperature is below 32 degrees, no interruption of service.
Who: All residential customers.
More: Special notice replaces conventional notice on protected accounts
Deposit requests will be removed from protected accounts

4. 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

5. Special Notice…..
** SPECIAL 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.
Si en el futuro ústed desea recibir la notificación de desconección de servicio en español, llame por favor al

6. 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

7. 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.
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.

8. 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.

9. 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
Questions?