20081104Customer Assistance Programs.pdf

~\\rV'STA.
Avista Utilities I Energy Affordability Customer Assistance Programs
The goal at A vista Utilities is to help customers meet their electric and natural gas needs through
a variety of programs and services. Customers can talk to a customer service representative at
1-800-227-9187 or visit our website at www.avistautilities.com for more information.
A vista Utilties CARES: A vista Utilties CARS representatives assist customers with special
needs -- the elderly, the disabled and customers who find themselves in diffculty due to health,
employment, family or other problems. They provide assistance in understanding energy bils,
payment arangements and advice on budgeting, and make referrals to community agencies that
can also help. They also administer the Life Support and Gatekeepers Programs. Of a total
caseload of 4,500 customers, approximately 21 % are Idaho customers. CARES representatives
can be reached toll free at 1-800-227-9187.
Comfort Level Biling: Comfort Level Biling can help smooth out the seasonal highs and lows
of the customer's energy bilL. If a customer qualifies for this program, A vista wil average their
annual energy bil and divide it into equal monthly payments.
Low Income Rate Assistance Program (LIRAP) in Washington & Oregon: The low-income
rate assistance program collects approximately $3.75 millon (gas and electric combined) per
year through electric and natural gas tariff surcharges on Schedules 91 and 191. These funds are
distributed by community action agencies in a manner similar to the Federal Low Income
Heating Energy Assistance Program (LIHEAP). The purpose of the LIRAP program is to reduce
the energy cost burden among those customers least able to pay energy bils.
Senior Outreach: As par of the LIRAP Program in Washington, A vista has created a Senior
Energy Outreach Program that is designed to assist senior customers (age 60 or above) with
energy assistance grants. This program, administered by the company's CARES representatives
in parnership with participating LIRAP agencies, provides a maximum grant of $300 to eligible
seniors through a simplified certification process.
Project Share: Project Share is a customer, community and company-funded program that
provides one-time emergency energy assistance to famlies in our region. Grants are available to
those in need without regard to their heating source or their utility company.
Energy Effciency Incentive Programs: A vista, through its electric and natural gas tariff
surcharges on Schedules 91 and 191, wil provide a financial incentive or "rebate" for any cost-
effective efficiency measure installed by customers with a simple pay-back of greater than one
year. This includes over 300 measures that are packaged into over 30 programs for customer
convenience. A vista's "Every Little Bit" campaign, aimed at makng customers more effcient in
their use of energy, focuses on low-cost and no-cost measures, with information on rebates and
energy effciency. Campaign includes television, radio, and print ads. Visit
www.everylittlebit.com for more information.
- over-
Low Income Energy Effciency Programs: A vista contracts with six local Community Action
Parnerships (CAP agencies) on an annual basis to deliver programs and funding to increase
energy efficiency and reduce energy usage for limited income customers. Based on the 2008
General Rate Case settlements, approved in Idaho and proposed in Washington, limited income
funding should be approximately $1.972 millon in 2009. Funding in Idaho is $490k (which
includes $25k for agency personnel dedicated to outreach and education). Funding in
Washington includes a proposed $350k increase for a total 2009 funding of $ 1 .482 millon.
Senior Energy Conservation Workshops: Energy conservation workshops for seniors are held
in Washington and Idaho service areas at senior nutriton meal sites, senior centers and non-
profit organizations. Each attendee receives an "Every Little Bit" Energy Conservation Kit filed
with CFLs, easy home weatherizing supplies and energy savings tips. The workshops focus on
energy savings and how to stay comfortable and safe with home energy use.
Wattson Energy Conservation Education Program for Children: The energy conservation
education outreach program for children is designed to develop long-term, lifestyle behavioral
changes for the effcient and wise use of energy. It features the character of Wattson the Energy
Watchdog and primarly targets children ages 4 to 8 with an emphasis on reaching low income
children and their famlies. The Wattson mascot visits famly-friendly community events, and
his messaging also reaches children and famlies through television, print media and the website
www.avistakids.com.
Home Energy Analyzer: Customers can determne their energy effciency needs by using the
interactive, comprehensive Home Energy Analyzer at www.avistautilities.com.
Payment Arrangements & Other Convenience Options: A vista works with any customer
having diffculty paying their bil. At the earliest sign that the customer may be temporarily
unable to pay their bil, they are encouraged to contact us. We value their business and can
usually work out special payment arangements or help them find other forms of assistance
during difficult times. A vista also offers several convenience options for customers such as
automatic payment service (APS), in which money is deducted from a customer's checking
account automatically each month.
Other convenient services include debit and credit card service (via phone or web -- $5.25
transaction fee applies); check-by-phone or over the Web; preferred due date (customers can
pick a more convenient date to pay than the one stated on their bil); ande-biling. This helps
those who need flexibilty but are generally able to pay. Self-service is another convenience
offered. Customers can make payment arangements, check account balances or schedule
payments using A vista's Interactive Voice Response system. They can view and pay their bils
on the website and can enroll in other convenient options. Customers can also contact us via e-
maiL.
COMPANY INFORMATION
Customer Contact Center - 1-800-227-9187 Internet - www.avistautilities.com