Erik Jacobson Director Regulatory Relations

Pacific Gas and Electric Company 77 Beale St., Mail Code B10C P.O. Box 770000 San Francisco, CA 94177 Fax: 415-973-1448

February 23, 2017

Advice 3813-G/5024-E (Pacific Gas and Electric Company ID U 39 M)

Public Utilities Commission of the State of California

Subject: Revised Customer Energy Statement Formats to include Payment

Arrangement Details

Pacific Gas and Electric Company (PG&E) hereby submit a revised form for customer energy statements when the customer is engaged in a payment arrangement or has received an Agency Guarantee.

Purpose PG&E submits this Tier 3 advice letter for approval of its revised customer energy statement forms in accordance with Ordering Paragraph (OP) 10 of Decision (D.) 07-07-047. PG&E’s gas and electric customer energy statements are standardized forms used to inform customers of the bill amount owed and to provide information as to how the bills were calculated. The information provided on PG&E’s customer energy statement forms comply with Public Utilities Code (PUCode) § 394.4(e) stating that all bills shall have a standard format as determined by the Commission, and all other legislative and Commission directives.

Background In the past ten years, PG&E has embarked on two substantial efforts to redesign and to simplify the information on the customer energy statement. In June 2006, PG&E filed Application (A.) 06-06-026 to simplify the rate components and other information that was required to be displayed on customer bills for electric and natural gas service. D.07-07-047 (July 26, 2007) approved PG&E Application with modification and agreed that PG&E’s customers would benefit from the improvements to the customer’s bills. Among other things, OP 9 of D.07-07-047 stipulated the items that must be included on all bills and OP 10 stated the process by which PG&E may file an Advice letter to make further changes to the customer energy statement.

Advice 3813-G/5024-E - 2 - February 23, 2017 In 2016 PG&E began a project to enhance online payment arrangements and the presentation of such information in an effort to clarify a customer’s obligation at any point in time. Since implementation, the online presentment offers the customer the ability to view status of current and future obligations and aids the customer in maintaining the agreement. PG&E is now taking the next step by submitting this filing that enhances our paper energy statement by adding additional information to the statement when a customer has entered into payment arrangements with PG&E. These additions represent minor enhancements to the Energy Statement format.

Energy Statement Revisions PG&E is revising its standardized customer energy statement forms to include payment arrangement details when the customer has entered into such an arrangement and/or Agency Guarantees to improve the clarity and usefulness of the billing information in the customer energy statement. PG&E reviewed sample bill mock-ups with The Utility Reform Network and the Office of Ratepayer Advocates to determine what enhancements would be beneficial for Residential customers engaged in a payment arrangement. The modifications for Residential accounts enrolled in a payment arrangement or that have an active agency guarantee are summarized as follows: Changes to Page 1 include:

Under the heading Your Enrolled Programs the text Payment Arrangement will display for accounts enrolled in a payment arrangement

o This will provide information at a glance that aims to assist in calling out the customer’s agreement

For customers engaged in a payment arrangement, under Your Account Summary where the Monthly Billing History and Daily Usage Comparison normally displays there will instead be a box with text that says “To avoid possible service

disconnection, please pay your Payment Arrangement Amount and Current

Charges of <<$xx.xx>> by <<mm/dd/yyyy>>.”

o This will combine the customer’s installment amount due with their current charge to ensure clarity on what needs to be paid to keep the arrangement active and the account in good standing and will direct the customer to where they can view the details

o The Monthly Billing History graph will not be available for the bill and the Daily Usage Comparison will now be displayed in chart format on the other pages under the details of the electric and/or gas charges which is consistent with the format already adopted by the Commission

Advice 3813-G/5024-E - 3 - February 23, 2017

Under Important Messages a new message will display for customers enrolled in a payment arrangement that says, “You are currently on an active Payment Arrangement. Please see the Payment Arrangement Account Details section for more information.”

o This message will assist the customer in locating the details of their payment arrangement

Under Important Messages a new message will display for customers with a pending agency guarantee that says, “You currently have a Pending Agency Guarantee of $<<x.xx>>.

o This message will assist the customer in understanding a payment from an agency has been committed but has not yet been received

On the pay stub the Total Amount Due will display the combined total of the customer’s payment arrangement installment and the current charge

o This will help to ensure clarity on what needs to be paid to keep the

arrangement active and the account in good standing Adding a page to provide customers with more information about the Payment Arrangement:

There will be a new display called Payment Arrangement Account Details which will provide a table of the following information: the payment arrangement installment number, the due date of each installment, the amount due for each installment, and the amount paid towards each installment

o This will allow the customer to view the status of the payment arrangement and to view upcoming commitments

If the customer has an active agency guarantee on the account there will be a line indicating the following based on the agency type:

LIHEAP Guaranty Amount $x.xx REACH Guaranty Amount $x.xx

o This will tell the customer that an agency has committed a payment but the payment has not yet been received

Advice 3813-G/5024-E - 4 - February 23, 2017 Details of Electric/Gas Charges Page(s):

Consistent with the formats previously approved by the CPUC, the Daily Usage Comparison graph will be provided under the applicable Details of Electric Charges/Details of Gas Charges section in a table format. This format is used for bills with 15-day notice messaging and bills that have more than one premise and is displayed below:

Modified energy statements and redline versions of the revisions are included in this Advice in Appendix A.

Demographics of PG&E’s Service Territory

The following table includes the top five non-English languages in PG&E’s service territory and the calls in those languages as a percentage of all in-language calls to PG&E’s call centers for the period 2012 through 2016. PG&E provides all residential bills (with the exception of multi-family rate schedules and Direct Access/Community Choice Aggregation customers) in Spanish or Chinese.

PG&E provides bill inserts as a result of legislative requirements, regulatory requirements or for other purposes. Some of these bill inserts are fully translated, some are partially translated, and some include informational phone numbers for both English and non-English speaking customers. Generally, bill inserts which are required by the legislature provide telephone contact number in Spanish and Chinese. This includes, for example, Prop 65 notices and notices of rate proceedings. A list of typical and recurring bill inserts are listed in the table below.

Language % of In-Language Calls

Spanish 63.9%

Cantonese 13.2%

Mandarin 9.3%

Vietnamese 5.8%

Tagalog 0.2%

Advice 3813-G/5024-E - 5 - February 23, 2017

Bill Insert Language

CARE Program Application Full, Spanish

FERA Program Application Full, Spanish

Medical Baseline Contact information in Spanish, Chinese, TDD/TTY (speech, hearing impaired)

Third Party Notification Full, Spanish, Chinese

Gas Pipeline Safety Contact information in Spanish, Chinese, Vietnamese

Electromagnetic Fields Contact information in Spanish

Agricultural Rate Options Contact information in Spanish, Chinese, TDD/TTY (speech, hearing impaired)

Commercial Rate Options Contact information in Spanish, Chinese, TDD/TTY (speech, hearing impaired)

Residential Rate Options Contact information in Spanish, Chinese, TDD/TTY (speech, hearing impaired)

Power Content Label Contact information in Spanish, Chinese, TDD/TTY (speech, hearing impaired)

Cooling Centers Full Spanish. Contact information in Chinese, Vietnamese, TDD/TTY (speech, hearing impaired)

New Gas Customer (DOT Gas Piping)

English

Meter Reading Schedule English

Website Accessibility Guidelines

At PG&E, our goal is to make our site accessible for everyone. We strive to make it easy for customers to get information and manage their services online. PG&E is committed to improving our website for individuals who use assistive technologies. PG&E aims to comply with the W3 Web Accessibility Initiative (WAI). Our website is designed to conform to Level AA Web Content Accessibility Guidelines (WCAG) 2.0. These guidelines are the world's most widely adopted set of standards. The standards offer the highest level of accessibility across all platforms, including browsers and other assistive technologies. Additionally PG&E has an appointed disability access coordinator for all www.pge.com content as described in the 2011 General Rate Case (GRC) settlement. If an individual is seeking information for personal use and identifies

Advice 3813-G/5024-E - 6 - February 23, 2017 an inaccessible web page, PG&E will work directly with the individual to provide a reasonable alternative to web access. The revisions being proposed in this advice letter are to improve the clarity and usefulness of the billing information on the customer energy statement. The filing would not increase any current rate or charge, cause the withdrawal of service, or conflict with any rate schedule or rule.

Protests Anyone wishing to protest this filing may do so by letter sent via U.S. mail, facsimile or E-mail, no later than March 15, 2017, which is 20 days after the date of this filing. Protests must be submitted to:

CPUC Energy Division ED Tariff Unit 505 Van Ness Avenue, 4

th Floor

San Francisco, California 94102 Facsimile: (415) 703-2200 E-mail: EDTariffUnit@cpuc.ca.gov

Copies of protests also should be mailed to the attention of the Director, Energy Division, Room 4004, at the address shown above. The protest shall also be sent to PG&E either via E-mail or U.S. mail (and by facsimile, if possible) at the address shown below on the same date it is mailed or delivered to the Commission:

Erik Jacobson Director, Regulatory Relations c/o Megan Lawson Pacific Gas and Electric Company 77 Beale Street, Mail Code B10C P.O. Box 770000 San Francisco, California 94177 Facsimile: (415) 973-1448 E-mail: PGETariffs@pge.com

Any person (including individuals, groups, or organizations) may protest or respond to an advice letter (General Order 96-B, Section 7.4). The protest shall contain the following information: specification of the advice letter protested; grounds for the protest; supporting factual information or legal argument; name, telephone number, postal address, and (where appropriate) e-mail address of the protestant; and

Advice 3813-G/5024-E - 7 - February 23, 2017 statement that the protest was sent to the utility no later than the day on which the protest was submitted to the reviewing Industry Division (General Order 96-B, Section 3.11).

Effective Date PG&E requests that this Tier 3 advice filing become effective upon Commission approval.

Notice In accordance with General Order 96-B, Section IV, a copy of this advice letter is being sent electronically and via U.S. mail to parties shown on the attached list and the parties on the service list for A.06-06-026. Address changes to the General Order 96-B service list should be directed to PG&E at email address PGETariffs@pge.com. For changes to any other service list, please contact the Commission’s Process Office at (415) 703-2021 or at Process_Office@cpuc.ca.gov. Send all electronic approvals to PGETariffs@pge.com. Advice letter filings can also be accessed electronically at: http://www.pge.com/tariffs/. /S/ Erik Jacobson Director, Regulatory Relations cc: Service List A.06-06-026 Attachment: Appendix A – Modified Energy Statements

CALIFORNIA PUBLIC UTILITIES COMMISSION ADVICE LETTER FILING SUMMARY

ENERGY UTILITY

MUST BE COMPLETED BY UTILITY (Attach additional pages as needed)

Company name/CPUC Utility No. Pacific Gas and Electric Company (ID U39 M)

Utility type: Contact Person: Yvonne Yang

ELC GAS Phone #: (415) 973-2094

PLC HEAT WATER E-mail: QXY1@pge.com and PGETariffs@pge.com

EXPLANATION OF UTILITY TYPE

ELC = Electric GAS = Gas

PLC = Pipeline HEAT = Heat WATER = Water

(Date Filed/ Received Stamp by CPUC)

Advice Letter (AL) #: 3813-G/5024-E Tier: 3

Subject of AL: Revised Customer Energy Statement Formats to include Payment Arrangement Details

Keywords (choose from CPUC listing): Billings, Text Changes

AL filing type: Monthly Quarterly Annual One-Time Other _____________________________

If AL filed in compliance with a Commission order, indicate relevant Decision/Resolution #: D. 07-07-047

Does AL replace a withdrawn or rejected AL? If so, identify the prior AL: No

Summarize differences between the AL and the prior withdrawn or rejected AL: ____________________

Is AL requesting confidential treatment? If so, what information is the utility seeking confidential treatment for: No

Confidential information will be made available to those who have executed a nondisclosure agreement: N/A

Name(s) and contact information of the person(s) who will provide the nondisclosure agreement and access to the confidential

information: __________________________________________________________________________________________________

Resolution Required? Yes No

Requested effective date: Upon Commission Approval N No. of tariff sheets: N/A

Estimated system annual revenue effect (%): N/A

Estimated system average rate effect (%): N/A

When rates are affected by AL, include attachment in AL showing average rate effects on customer classes (residential, small commercial,

large C/I, agricultural, lighting).

Tariff schedules affected: N/A

Service affected and changes proposed: N/A

Pending advice letters that revise the same tariff sheets: N/A

Protests, dispositions, and all other correspondence regarding this AL are due no later than 20 days after the date of this filing, unless

otherwise authorized by the Commission, and shall be sent to:

California Public Utilities Commission Pacific Gas and Electric Company

Energy Division

EDTariffUnit

505 Van Ness Ave., 4th

Flr.

San Francisco, CA 94102

E-mail: EDTariffUnit@cpuc.ca.gov

Attn: Erik Jacobson

Director, Regulatory Relations

c/o Megan Lawson

77 Beale Street, Mail Code B10C

P.O. Box 770000

San Francisco, CA 94177

E-mail: PGETariffs@pge.com

Advice 3813-G/5024-E February 23, 2017

Appendix A

Modified Energy Statements

Current Residential Energy Statement: Summary Page

Residential Energy Statement with Active Payment Arrangement: Summary Page

Daily usage graph is moved to the

energy details page in a table format – follows current 15-day notice format

Residential Energy Statement: New Page following Page 2 “back of bill page”

Current Residential Energy Statement: Detailed Energy Use Page

Residential Energy Statement with Active Payment Arrangement: Detailed Energy Use Page

Average Daily Use Table substitutes for Daily Usage Graph on the Summary page which now

has Payment Arrangement verbiage in its place – follows 15-

day notice format

Added under Enrolled

Programs

PG&E Gas and Electric Advice Filing List General Order 96-B, Section IV

AT&T Don Pickett & Associates, Inc. OnGrid Solar

Albion Power Company Douglass & Liddell Pacific Gas and Electric Company

Alcantar & Kahl LLP Downey & Brand Praxair

Anderson & Poole Ellison Schneider & Harris LLP Regulatory & Cogeneration Service, Inc.

Atlas ReFuel Evaluation + Strategy for Social Innovation

SCD Energy Solutions

BART G. A. Krause & Assoc. SCE

Barkovich & Yap, Inc. GenOn Energy Inc. SDG&E and SoCalGas

Bartle Wells Associates GenOn Energy, Inc. SPURR

Braun Blaising McLaughlin & Smith, P.C. Goodin, MacBride, Squeri, Schlotz & Ritchie

San Francisco Water Power and Sewer

Braun Blaising McLaughlin, P.C. Green Charge Networks Seattle City Light

CPUC Green Power Institute Sempra Energy (Socal Gas)

California Cotton Ginners & Growers Assn Hanna & Morton Sempra Utilities

California Energy Commission ICF SoCalGas

California Public Utilities Commission International Power Technology Southern California Edison Company

California State Association of Counties Intestate Gas Services, Inc. Southern California Gas Company (SoCalGas)

Calpine Kelly Group Spark Energy

Casner, Steve Ken Bohn Consulting Sun Light & Power

Cenergy Power Leviton Manufacturing Co., Inc. Sunshine Design

Center for Biological Diversity Linde Tecogen, Inc.

City of Palo Alto Los Angeles County Integrated Waste Management Task Force

TerraVerde Renewable Partners

City of San Jose Los Angeles Dept of Water & Power TerraVerde Renewable Partners, LLC

Clean Power MRW & Associates Tiger Natural Gas, Inc.

Clean Power Research Manatt Phelps Phillips TransCanada

Coast Economic Consulting Marin Energy Authority Troutman Sanders LLP

Commercial Energy McKenna Long & Aldridge LLP Utility Cost Management

Cool Earth Solar, Inc. McKenzie & Associates Utility Power Solutions

County of Tehama - Department of Public Works

Modesto Irrigation District Utility Specialists

Crossborder Energy Morgan Stanley Verizon

Crown Road Energy, LLC NLine Energy, Inc. Water and Energy Consulting

Davis Wright Tremaine LLP NRG Solar Wellhead Electric Company

Day Carter Murphy Nexant, Inc. Western Manufactured Housing Communities Association (WMA)

Defense Energy Support Center ORA YEP Energy

Dept of General Services Office of Ratepayer Advocates Yelp Energy

Division of Ratepayer Advocates Office of Ratepayer Advocates, Electricity Planning and Policy B