Public
Pacific Gas and Electric Company
Town of Fairfax
March 1, 2023
Public 2
Agenda
1 Smart Meter installation
timelines
2 Copy of Customer
Communications
3 General FAQ
Public 3
Overview of Smart Meter installation timelines
Communication Touch Points Timing
Initial Customer Communications - First letter 30-days prior to work Follow up/Reminder Communications - Second letter 15-days prior to work Automated phone call 48 hours prior 2-days prior to work Installation beginnings (3-weeks) April 3, 2023
Expected completion of all installations April 21, 2023 Public 4
Examples of Communication
Initial Customer Letter Field card examples
Public 5
Frequently Asked Questions (FAQs)
• When will meter installations stop?
o Installation begins April 3rd through April 22nd (3-week time frame) o Mon – Sat each week
• Does PG&E follow up with property owners to confirm they want to Opt-Out? o Customers can opt out any time prior to, during, and after the roll out by going to PG&E SmartMeter Opt-Out Program (pge.com) or calling the SmartMeter hotline at 1-866-743-0263. . o Customers who have already opted out are excluded from this roll out • Some customers do not want to use the online option. Who answers the Opt-Out phone number? Are they local or out of state? After leaving a message, how long until customers receive a return call? o A CSR, who is always within local (within CA), will answer the call and assist with opting the customer out over the phone.
If there is a long hold, the customer may request a virtual call back and a CSR will call back to the customer to assist. The IVR will provide an estimated call back time frame in these situations.
Public
Thank You