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14 <br />Due to the success of the 24/7 Customer Service Center and <br />website, there has been a significant reduction in the need for <br />public speaking opportunities. Consequently these are done on <br />a very selected basis. <br />Most requests for consumer education result in directing the <br />customer to the website. If the customer does not have a <br />computer nor access to one, the requested information is <br />printed and mailed to the customer. <br />B. PSNC Energy <br />Helping Customers <br />Current economic conditions and last year's record prices for natural gas are <br />impacting the abilities of some of our customers to meet their financial <br />obligations. <br />Customers who had their natural gas service turned off last spring for non- <br />payment are required to pay their past debt, a deposit and a reconnection fee. To <br />help ease this requirement, PSNC Energy made the following changes: <br />• North Carolina Utility Commission (NCUC) regulations allows the <br />company to require the past debt, the entire deposit and the reconnection <br />fee prior to reactivating a customer's service. This fall PSNC is working <br />with customers by allowing half of the deposit (the cost of two months of <br />consumption in the winter) to be paid prior to reactivation and half to be <br />paid 30 days later. <br />• PSNC also bills the reconnection fee ($48.39), so customers have an <br />additional 30 days to pay this fee. <br />Working with Agencies <br />This fall PSNC Energy installed an automated voice response system that <br />provides agencies with immediate access to customer information. Through the <br />toll-free number agencies can now get information about customer accounts <br />without waiting to speak with a representative. <br />Contributions: Heat Care Fund <br />In a partnership with the Salvation Army, PSNC Energy sponsors the Heat Care <br />Fund. The Heat Care Fund is administered by the Salvation Army and provides <br />heating assistance, regardless of the type of heating used, to those in need in <br />PSNC Energy's service territory. <br />For the 2001-02 heating season, PSNC Energy made an initial contribution of <br />$20,000 to the Heat Care Fund and matches 50 cents for every $1 contributed by <br />customers, up to an additional $15,000. To encourage customer involvement, <br />PSNC Energy promotes the program through a bill insert, bill messages and <br />through public relations efforts. Last year, approximately $100,000 was raised for <br />12