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the appointment is scheduled beyond five workdays, the customer must notify PG&E to <br />receive the credit. If PG&E's records show that such scheduling was at the customer's <br />request, the credit does not apply. <br />■ Guarantee 3: Emergency: The Emergency Service Guarantee is not currently in effect. <br />■ Guarantee 4: Complaint Resolution: PG&E will decide on a course of action to <br />resolve a complaint and communicate it to the customer within three working days. <br />PG&E will communicate the complaints resolution to the customer within 10 working <br />days, or 30 working days when an off-site meter test is required or an on-site home audit <br />is requested. Failure to meet the service guarantee will result in a $30 credit to the <br />customer's account. <br />+► Guarantee 5: New Meter Installations: PG&E will meet the agreed upon date for new <br />service meter installations and service turn -ons or automatically credit your account $50. <br />• Guarantee 6: Electric Service Disruptions: PG&E will respond to customer calls <br />reporting electric service interruptions within four hours by restoring service; or by <br />informing the customer, upon request, when service restoration is expected; or <br />automatically credit your account $30. <br />■ Guarantee 7: Electric Service Restoration: PG&E will restore electric service within <br />24 hours, unless the cause is absolutely beyond our control, or we will automatically <br />credit your account $30 for each 24-hour period you are without service. <br />Guarantee 8: Commencing Bills: PG&E will issue an accurate commencing bill to a <br />new customer account within 60 days of service initiation, or we will automatically credit <br />your account $30. <br />Guarantee 9: Planned Interruptions: PG&E shall provide at least three days' notice <br />of a planned interruption in service. Failure to meet the service guarantee will result in a <br />$30 credit to the customer's account. This guarantee will require a customer call and <br />PG&E investigation to determine if PG&E's commitment to notify customers 72 hours in <br />advance of planned interruptions was missed. Customers notified of planned service <br />interruptions 72 hours in advance may have their service interrupted on multiple <br />occasions on the date(s). <br />i Guarantee 10: Service Termination in Error: Impacted customers will be eligible for <br />a $100 credit adjustment if PG&E terminates service in error. <br />Fiscal Impact: <br />No Impact on City Funds. Compelling SCE to create automatic direct compensation programs modeled <br />on PG&E's "Safety Net" and "Service Guarantee" programs would have no direct fiscal impact on cities <br />because the "Safety Net" program is limited to residential customers and the "Service Guarantee" <br />program is very similar to SCE's existing program. However, residential customers would receive direct <br />payments in specified circumstances for prolonged electrical power outages. <br />COmmgnt: <br />■ The City of Rancho Palos Verdes, in sponsoring this resolution, does not believe that SCE has an <br />effective process to address customer damage claims associated with prolonged electrical power <br />outages. According to the resolution, the City of Rancho Palos Verdes would like to compel SCE <br />to create a program to automatically provide direct compensation to its customers affected by <br />prolonged electrical power outages under specified circumstances. Additionally, the program <br />would be modeled upon PG&E "Safety Net" and "Service Guarantee" programs, and shall cover <br />weather-related events and planned and unplanned service disruptions. <br />What is SCE's process to provide relief to customers that have experienced a prolonged <br />electrical power outage? As part of SCE's four point service guarantee program, <br />customers experiencing an electrical power outages exceeding 24 hours, may qualify for <br />a $30 credit under specific conditions. However, prolonged electrical power outa <br />22 <br />