Customers

We strive to deliver a superior customer experience. PNM, as a vertically integrated utility, has more opportunities to connect with our end-use customers than TNMP, whose customers are Retail Electric Providers operating in Texas. PNM continues to focus our efforts to enhance the customer experience through customer service improvements, including billing and payment options, strategic customer engagement, and improved communications. These efforts are supported by market research to understand the varying needs of customers, identifying and establishing valued services and programs, and proactively communicating and engaging with customers. PNM supports our customers with bill assistance through a number of different avenues. These include:

Good Neighbor Fund: PNM customers who are facing a financial emergency can receive a grant to help pay part or all of a past‐due PNM bill. This is funded through generous donations from our customers and employees which are matched by PNM. PNM also makes corporate contributions to this fund.

LIHEAP: Eligibility is determined by several factors, including household income and immigration status. Benefit amount is based on other factors, including income, household size, household members' ages, and disabilities.

Moratorium: Customers who qualify for low‐income help from LIHEAP may also qualify for the New Mexico heating season moratorium. Certain customers' electricity cannot be turned off from mid-November through mid-March each year.

PNM Payment Arrangements: Customers that receive a PNM bill with a disconnect notice and are unable to pay the amount due by the "pay no later than" date, can request a payment extension. Not all accounts are eligible for more time to pay an already past‐due amount.

Medical Certificate Program: PNM provides information on the medical certificate program with bills that are subject to disconnection for nonpayment. The customer must qualify financially through the Human Services Division in order to qualify for this exemption.

Energy Efficiency Programs: PNM supports several other energy efficiency programs that help customers save money.

TNMP's primary customer focus in the Texas deregulated market concern reliability and supporting deregulated market operations. For end-use customers, this means the lights are on and transactions with Retail Electric Providers are completed within market protocols. TNMP also focuses on preparing customers for outages when severe weather is forecasted. Most critical is providing effective outage reporting and restoration updates from customer service and automated phone services in conjunction with TNMP's outage‐management system.

Customer privacy policies can be found on pnm.com and tnmp.com. Our Our Customer Experience Advisors are trained to handle the broad range of inquires that commonly come from our customers. We have Customer Experience Advisors that are fluent in English and Spanish. We handle approximately 2,900 Spanish calls monthly, which represents about 6% of our call volume. Spanish‐speaking customers also have the opportunity to conduct electronic transactions via our Spanish Automated Phone System, and we offer helpful information in English and Spanish on pnm.com. Demand in our customer contact center for languages other than English and Spanish is minimal and typically the customer is able to interpret the call through a family member or friend. For customers who are deaf, there is a TDD-TTY service that enables interaction with our customer service team via the telephone.

TNMP Hurricane Response

With reliability being the primary role of a transmission and distribution service provider in Texas’ deregulated market, TNMP continues to focus on keeping end-users updated about interruptions and to encourage consumer preparation when severe weather is forecasted. In both 2021 and 2022, TNMP provided 30-person teams in support of other utilities that experienced significant damage to their transmission and distribution system as a result of Hurricane Ida and Hurricane Ian. TNMP has been honored by the Edison Electric Institute eight times since 2012 for its assistance to out-of-state utilities affected by hurricanes. TNMP has also been honored three times since 2008 for hurricane response in its own territory.

PNM Solar Direct

The PNM Solar Direct program was created to support PNM large customers in achieving their sustainability goals. PNM developed this subscription-based program for a new 50-megawatt solar field in which subscribed local governments, educational entities and businesses could access at lower costs than producing the renewable energy at their facilities. The program’s innovative design ensures that no other customers pay for any portion of the plant. PNM Solar Direct is a cost-effective way for those subscribed customers to achieve their sustainability goals, while adding more renewable energy in New Mexico and ensuring that no other customers subsidize the program. These facilities began commercial operations in the second quarter of 2022.