In Business. Important Contact Information. Your guide to reliable energy and responsive service from

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1 Important Contact Information 24-Hour Emergency Hotlines Gas Emergency/Gas Odor: Electric Emergency/Outage: Business Solutions Center: Available 7 a.m. to 5 p.m. Monday through Friday Make the Business Solutions Center your first call when you need answers from Xcel Energy to your energy related questions. We can help you control your energy costs through energy-efficiency and conservation, and we can show you ways to save money through load management programs and rate options that make the most sense for your business. Call Before You Dig / Gopher State One Call: 811 Correspondence Address Xcel Energy 414 Nicollet Mall Minneapolis, MN Payment / Remittance Address Xcel Energy P.O. Box 9477 Minneapolis, MN Web Site xcelenergy.com P.O. Box 840-BSC, Denver, CO xcelenergy.com 2011 Xcel Energy Inc. Xcel Energy is a registered trademark of Xcel Energy Inc. Northern States Power Company-Minnesota, an Xcel Energy Company /2011 CRS #0764 In Business Your guide to reliable energy and responsive service from Xcel Energy

2 Contents General Information Introduction...1 Electric and Natural Gas Prices...1 Rate Adjustments...2 Meter Reading and Energy Bills...3 How to Start or Stop Service...4 Lowering Your Xcel Energy Bills...5 Safety Remember to Stay Away From Power Lines...5 What to Do if Your Power Goes Out...6 How to Report a Street Light Outage...6 If You Smell Natural Gas...7 Working Safely Around Power Lines and Natural Gas Lines...8 Before You Dig...9 Xcel Energy Billing Information Paying Your Xcel Energy Electric or Natural Gas Bill...10 City Fees Collection Procedures and Reconnect Charges Returned Check Charges Tax Exemption...12 Commission Rules and Regulations...13 Inquiries...19

3 GENERAL INFORMATION Introduction Staying in business requires hard work, good ideas and sound financial decisions. At Xcel Energy, we take pride in delivering reliable energy at economical prices with an array of programs and services that help you manage your energy bills to help your business thrive. This booklet contains important information for anyone making energy decisions in today s competitive business world. In this booklet you ll learn about: Reading and understanding your bill Bill payment options Safety tips for businesses Pricing information Power outages We re proud to have you as an Xcel Energy customer and look forward to providing you with excellent service every day. If you still have questions after reading this booklet, call the Xcel Energy Business Solutions Center at from 7 a.m. to 5 p.m. Monday through Friday, or call for TDD/TTY hearingimpaired customers. Electric and Natural Gas Prices With this mailing we are sending you a folder that lists your energy prices. You also can obtain this folder by calling the Xcel Energy Business Solutions Center at The Minnesota Public Utilities Commission (MPUC) regulates investor-owned electric and natural gas utilities such as Xcel Energy and determines the prices we charge our customers. When we ask for a rate increase, the MPUC may authorize us to increase rates temporarily during the hearing and consideration process. This helps our income more nearly match our expenses during the review process, which will take up to 10 months or longer. These interim rates are subject to refund, with interest, depending on the outcome of the case. Rate Adjustments The Resource Adjustment includes automatic rate adjustments that Xcel Energy is authorized to collect related to conservation, infrastructure and renewable costs. Xcel Energy s costs vary from month to month for fuel to generate electricity, for purchased power used to provide electricity, and for purchased wholesale natural gas for supplying to our natural gas customers. Your bill reflects the monthly amount that these costs are above or below the base cost of fuel determined in the last general rate case. In addition, this line of your bill includes the cost of providing conservation improvement programs for our customers. This conservation adjustment may only be changed by Xcel Energy annually. Power factor measures how effectively your equipment uses electric current from the utility. Some types of equipment draw two kinds of current. One kind is the electrical current converted by the equipment to useful power. The other is magnetizing current that carries no energy with it, but is needed to make the equipment operate. Power factor is a measure of how effectively the current delivered to the equipment is converted into useful energy, and is shown as a percentage. If your power factor is below 90 percent (or shows more than 10 percent loss in efficiency) your demand is adjusted upward. Xcel Energy, like many utilities, charges extra for low power factor, because it costs the utility more to build and operate the additional equipment that carries the extra current to operate your equipment. 1 2

4 Demand Ratchet takes into account the maximum power you will need to operate at any given time based on your highest monthly electric demand in the previous 11 months. If your business energy consumption has substantial seasonal variations, or you have had a major change in usage, a demand ratchet charge may apply to your billing. If your monthly demand temporarily drops below half of your previous year s high monthly demand, you are charged for not less than 50 percent of that previous amount. If this drop in demand results from permanent changes in your facility s operations, an Xcel Energy representative can change the base and adjust this charge. For more information about energy or demand charges and saving opportunities, call the Xcel Energy Business Solutions Center at Meter Reading and Energy Bills Xcel Energy has upgraded more than one million gas and electricity meters in the Twin Cities area so they can be read via radio signal. If your business is not located in the Twin Cities, or your business is in the metro area but have not received an upgraded meter, an Xcel Energy meter reader will continue to visit your business once a month. If meter readers are not able to get to your meter for monthly readings, they will leave a form behind with instructions on how to read your meter yourself. You can then call Xcel Energy with the readings. A timely reading is important. If you call us too late with a reading or choose not to read your meter we will estimate your bill. We determine the amount of energy you have used by subtracting the previous reading from the current one. An electric meter registers your energy use in kilowatthours (kwh), a natural gas meter in hundreds of cubic feet (Ccf). Your natural gas bill will reflect charge per therm, which is the Ccf adjusted for the Btu content of the natural gas. How to Start or Stop Service You can start or stop service by calling the Xcel Energy Business Solutions Center at There is a processing charge, per account, which covers a portion of Xcel Energy s costs to establish the new service account. Lowering Your Xcel Energy Bills Xcel Energy offers programs to help businesses find energy solutions that fit their business needs and help steward environmentally friendly practices. Some offerings include: Energy audits Rebate programs for buying energy-efficient equipment Energy financing Discount rate options Electronic billing and payment options If you re a small business owner interested in increasing the energy efficiency of your business, order your free copy of the Small Business Guide to Energy Savings by completing and submitting the form located at xcelenergy.com/businessenergyguide. 3 4

5 SAFETY INFORMATION Remember to Stay Away From Power Lines Electric outages are often related to weather conditions, and storms can topple poles and the lines attached. Always assume a downed or low hanging power line is energized. Never approach a downed, fallen or low hanging electric power line. Touching it yourself or touching anything the line may have fallen onto could be a fatal mistake. Keep yourself or any held equipment at least 10 feet away from all power lines. Our system is designed to prevent outages, but should one occur, Xcel Energy will repair our lines safely and as rapidly as possible. We will work around the clock until your power is restored. However, we give top priority to any situation concerning downed wires or hazards to public safety. Our next priority is restoration of feeder lines which will restore service to the greatest number of customers. During the outage and restoration process, our goal is to communicate with customers in a responsive and timely manner. For outage information or restoration estimates, or to report an electrical disturbance or downed wires, please call If your power outage cannot be repaired immediately, here are some steps you can take to help ensure safety and a smooth restoration of power: Turn off or unplug major appliances and equipment, including computers, copiers, faxes, etc. to help avoid a sudden surge of power when service is restored. Unplug appliances with transistors. Leave one light on so you ll know when your power is restored. Before leaving your building, look outside first then stay away from any downed line or anything it may be touching. Always assume all lines are energized. What to Do If Your Power Goes Out If your power goes out, Xcel Energy s top priority is restoring power as safely and as quickly as possible. Here s a quick checklist of what you can do to ensure your power returns as quickly as possible: Check to see if surrounding businesses or nearby homes have electricity. Check your fuse box or circuit breaker if you are the only one without power. Keep extra fuses on hand if necessary. Xcel Energy will replace fuses and reset circuit breakers, but there is a charge for this service call. Call to report an outage. You can report your outage in as little as 60 seconds on our automated phone reporting system. And, you ll have quick access to information and service representatives at our call centers 24 hours a day. Call or in an emergency to report downed wires or electrical disturbances. As always never go near downed power lines or anything they are touching. How To Report a Street Light Outage To report a street light outage go to and select your state from the drop down menu. Or you can call to report an outage. If you see a downed power line, call Xcel Energy immediately at or call

6 If You Smell Natural Gas If you smell an odor similar to sulfur or rotten eggs, it may be mercaptan, the odorant Xcel Energy and most local gas companies add to the otherwise odorless natural gas. The bad smell is intentional and can help you smell a possible leak. If the odor is very faint and dissipates quickly, it may be a simple problem such as a gas burner that hasn t been completely turned off. But if the odor is strong and persistent, the safest response is to immediately leave your building, then call Do not use any lights or electrically powered switches; avoid everything that has the potential to create a spark including cigarettes, matches, etc. as it can ignite the gas. Only use a phone once you are safely outside and away from the odor. We are on call 24/7 hours a day, every day to ensure your safety. Do not re-enter your facility until someone from our company or the responding emergency agency has told you it is safe to return. In an emergency, CALL for prompt evacuation help. Or call our gas emergency/gas odor at Carbon monoxide is a poisonous gas that has no odor or color. It is the product of incomplete combustion. Its ill effects are often mistaken for fatigue or flu symptoms. Also be wary of persistent headaches, nausea, ringing in the ears, dizziness or drowsiness, especially when windows and doors are sealed shut for the winter. If you experience any of these symptoms and suspect a carbon monoxide problem, leave and immediately seek medical attention. Contact your natural gas supplier for assistance. If Xcel Energy supplies your natural gas, call the natural gas emergency number at To prevent carbon monoxide poisoning, have your appliances and venting systems inspected at least annually by a professional, and install carbon monoxide detectors, keeping in mind the following guidelines: Choose a detector that is UL approved. Choose a model with a test and reset button. Buy a detector that uses battery power in the event your power goes out. Should there be a power outage (during a storm, etc.) your detector will still function properly. Two important requirements for efficient and safe natural gas equipment operation: 1. Be sure you have an adequate supply of oxygen mixed with natural gas to assure complete combustion. When the mixture is correct, the flame will be mostly blue. If it s orange or yellow, have the heating system professionally checked immediately. 2. Be sure you have proper and effective venting of the furnace, water heater or other equipment. When properly installed and maintained, natural gas heating systems or boilers, water heaters and other appliances do not contribute to the presence of carbon monoxide in your building. Arrange for a qualified contractor to check your heating system for operating efficiency at least once every two years. Working Safely Around Power Lines and Natural Gas Lines Don t take power lines for granted. Remember to always stay at least 10 feet away from overhead power lines. Remind your workers and contractors to never allow a ladder, antenna, roof rake, aluminum siding, rain gutter or any other object to get near or touch electric wires. Always maintain at least a 10-foot distance between the line and the tool you are holding. Don t ever try to remove dead branches or pull trees or limbs away from power lines. Be safe. To report downed power lines, call or in an emergency. 7 8

7 XCEL ENERGY BILLING INFORMATION Xcel Energy does not prune trees along lines that run from a pole to a building except in cases of major interference such as broken tree limbs. Call a professional tree contractor to work on trees near these wires. Remember, pole-to-building service lines are fully energized and can be dangerous. Do not go near these lines yourself. Call 811 Before You Dig Before you dig, the law requires you to make an advance call to Gopher State One Call (GSOC) at to locate utilities, including Xcel Energy-owned buried gas and electric lines. Your call must be made at least two-business days in advance of planned digging; it enables GSOC to arrange for utility owners such as Xcel Energy to locate buried utilities in your dig area. You must wait the required time before digging, respect the marks and then only dig with care. You can also go online and complete a request at Nicking, scraping, striking or severing utility lines with equipment is dangerous. It can lead to life altering consequences, including death, to you or innocent bystanders. Hitting a buried utility can also interrupt services to your business or other businesses nearby. The cost of damages caused by your failure to obtain locates can be significant and will be your responsibility. It s the responsibility of the property owner to locate and maintain all customer installed gas or electric lines. For example, a gas line may have been added that goes from the meter outlet (above or below ground) to a natural gas burning appliance such as an outdoor grill, or additional electric lines for patio lighting. Landscaping and trees may interfere with power lines, transformers and other gas and electrical equipment that may be located on your property. Xcel Energy can assist you with recommended plantings and clearance distances. Paying Your Xcel Energy Bill You can pay your energy bill through the following convenient methods at no additional cost: For more information on how to pay your bill, visit or call My Account with ebill includes online billing and payment options, planning tools, and program information, as well as carbon footprint calculation and efficiency information. Enroll at Auto Pay is a simple and convenient way to have your monthly energy payment automatically withdrawn from your bank account on the day it is due. Your bill will always be paid on time and your account will always remain current. EDI (Electronic Data Interchange) for large commercial and industrial customers with multiple accounts lets you receive your energy bill electronically the day after the billing cycle is complete, allowing you to better manage your energy expenses. Xcel Energy uses a standard EDI-810 format common to all utilities. EFT (Electronic Funds Transfer) allows you to directly transfer money from your account to Xcel Energy via the national banking network. Pay by Mail allows you to pay your energy bill using the return envelope enclosed with your bill. Enclose your bill stub to ensure your payment is posted correctly to your account. The business whose name is printed on the bill is responsible for payment. If this name is incorrect, please call the Xcel Energy Business Solutions Center at

8 City Fees In some cities Xcel Energy is required to collect a fee on behalf of the city. This fee is applied and shown separately on your monthly bill. Xcel Energy pays the fee directly to the city and makes no profit from it. Collection Procedures and Reconnect Charges The current portion of your bill is due no later than the payment date shown on the bill. If the amount due is not paid on time, your next bill could contain a Late Payment Charge and an Important Notice. The Important Notice would advise that your utility account is past due and that Xcel Energy may shut off utility service unless the total amount of the bill is paid by the date due shown on the bill. If you have received an Important Notice and don t make a payment or arrangements for payment by the due date, we will send a Final Notice. This Final Notice is the last notification Xcel Energy sends before disconnecting service for nonpayment. If it becomes necessary to disconnect your service for nonpayment, there is a reconnection charge. If you re a natural gas customer, there is also a reconnection charge if you discontinue service for eight months or less and then come back onto the system at the same address. This charge will not apply to a new owner if a change of ownership occurs during a lapse in service. Returned Check Charges Xcel Energy charges for any payment by check or draft not honored by a financial institution. Tax Exemption In Minnesota: If your business falls into one of the following categories, you may qualify for a tax exemption on your energy bill: Agricultural or manufacturing production Religious or educational organizations Federal, state and local government Non-profit organizations Questions regarding eligibility for tax-exemption or to request tax exemption forms should be directed to: Minnesota Department of Revenue Mail Station 6330 St. Paul, MN (Twin Cities) (elsewhere in Minnesota) Your account will be exempted after you provide Xcel Energy a tax certificate. Xcel Energy requires a written request to process a tax refund. Previously billed tax will be refunded after you provide the tax exemption certificate and a written request. You may also contact the Minnesota Department of Revenue directly to request a tax refund at the address or phone number referenced above

9 Minnesota Public Utilities Commission (MPUC) Rules and Regulations The Minnesota Public Utilities Commission provides guidelines for a variety of service issues. The following rules might affect you: Late Payment Charge (MN Rule ) Xcel Energy assesses a late payment charge on unpaid amounts three working days after the due date. Any unpaid balance of $10 or more is subject to a 1.5 percent monthly (18 percent annually) late payment charge or $1, whichever is greater. Deposit and Guarantee Requirements (MN Rule ) Xcel Energy might request a deposit from: 1. A potential customer who has an unpaid bill from a previous account that is not in dispute; 2. A potential customer who previously has had service disconnected by Xcel Energy for a permissible reason that is not in dispute; (See Reasons for Disconnection of Service With Notice, Page 15) 3. A potential customer whose credit history shows that payment cannot be assured; 4. A customer whose utility service is disconnected or who is liable for disconnection because of nonpayment of a bill that is not in dispute; 5. A customer whose utility service is disconnected or who is liable for disconnection for any permissible reason that is not in dispute. (See Reasons for Disconnection of Service, Page 15.) Deposits (MN Rule ) If Xcel Energy requires a customer to make a deposit, deposits cannot exceed an actual or estimated two-month average bill. Deposits are in addition to payments of an outstanding bill. Deposits in excess of $20 earn interest compounded annually as allowed by law, payable from the date of deposit to the date of refund or disconnection. We will give the customer a receipt for the deposit. The Utility Deposit Interest Rate changes each year (Minn. Stat.325E.02(b)). This deposit is refunded after 12 consecutive months of prompt payment of all Xcel Energy utility bills. The deposit may be refunded or credited to the customer s bill at Xcel Energy s option. Deposits, plus interest, may be applied to a delinquent account at Xcel Energy s discretion with notice to the customer. Rather than a deposit, a written guarantee of payment from another source may be accepted. When the account is closed, Xcel Energy will apply the deposit, plus interest, as a credit toward the final bill. We will return any balance to the customer within 45 days of the closing date. When Xcel Energy requires a deposit or guarantee from a customer, it will explain the reasons in writing to the customer. Notice of Disconnection (MN Rule ) All notices of disconnection, including Final Notice, will precede disconnection of service by at least five days, excluding Sundays and legal holidays. The notice will contain the date on or after which disconnection will occur, the reason for disconnection and ways to avoid it. Xcel Energy sends disconnection notices by first class mail or personal delivery by our representative

10 Reasons for Disconnection of Service With Notice (MN Rule ) Xcel Energy is reluctant to disconnect or refuse service, but there are circumstances and situations that will result in disconnection or refusal of service such as: 1. Failure to pay a bill (when delinquent amount exceeds deposit). 2. Failure to pay a deposit or provide a guarantee instead of a deposit. 3. Failure to make proper application for service. 4. Violation of Xcel Energy rules on file with the MPUC. (Rules are available for public review.) 5. Failure to allow Xcel Energy access to its equipment located on the customer s premises for inspection, meter reading, maintenance or replacement of equipment. 6. Breach of service contract. 7. Failure to furnish utility-requested equipment and/or rights-of-way necessary to obtain service. 8. When the MPUC determines that there is willful wasting of service through improper equipment. 9. When necessary for the utility to comply with any order or request of any government authority having jurisdiction. Disputed Bills (MN Rule ) A dispute concerning your bill or service might occur. If it does, you should immediately call the Xcel Energy Business Solutions Center at In most cases, we can resolve the dispute at that time. When a customer advises Xcel Energy s Business Solutions Center prior to the disconnection of service that any part of the billing as rendered or any part of the service is in dispute, the utility shall: (a) Investigate the dispute promptly. (b) Advise the customer of investigation and its result. (c) Attempt to resolve the dispute. (d) Withhold disconnection of service until the investigation is completed and the customer is informed of the findings in writing. (e) Upon the findings of the utility, the customer must submit payment in full of any bill that is due. (f) If the dispute is not resolved to the satisfaction of the customer, he or she must submit the entire payment and may designate the disputed portion to be placed in escrow to the utility. Such payment shall be called an escrow payment. Reasons for Disconnection Without Notice (MN Rule ) 1. Unauthorized use of or tampering with Xcel Energy s equipment. 2. In the event of a condition hazardous to the customer, to other Xcel Energy customers, to Xcel Energy equipment or to the public

11 Escrow Payments (MN Rule ) (a) To submit a payment in escrow, the customer must make payment of the amount due as shown on the bill through an escrow payment form clearly marked and provided by the utility. (b) The escrow payment form must provide space for the customer to explain why the utility s resolution of the dispute is unsatisfactory to the customer. The form must be in three copies, one of which will be retained by the customer. (c) A copy of the escrow payment form must be forwarded by the customer to the Public Utilities Commission. (d) Any escrow payment to the utility may be applied by the utility as any normal payment received by the utility. (e) After escrow payment has been made, the customer and the utility may still resolve the dispute to their mutual satisfaction. (f) By submitting the escrow payment form to the Commission, the customer shall be deemed to have filed an informal complaint against the utility, pursuant to the Commission s Rules of Practice (MN Rules through ). (g) Upon settlement of the dispute, any sum found to be entitled to be refunded to the customer shall be supplemented by an 8 percent per annum interest charge from the date of payment to the date of return by the utility. Utility Waiver (MN Rule ) The customer may apply to the utility to waive its right to disconnect. If the utility refuses to waive its right to disconnect, the customer may apply to the Commission for emergency status. If the Commission determines that the customer has a probable claim in the dispute and that hardship may result in the event of disconnection of service, it may declare an emergency status to exist and order the utility to continue service for a period not to exceed 30 days. No Obligation to Suspend Discontinuance of Service Unless Current Bills are Paid (MN Rule ) Notwithstanding anything herein to the contrary, the utility shall not be obligated to suspend discontinuance of service upon the filing for review with the Commission, unless the customer shall pay, when due, all current bills rendered during the pendency. If, following the first filing for review with the Commission, the same customer or any other person files for any subsequent review by the Commission pertaining to the same account, such subsequent filings shall not relieve the customer from the obligations to pay for service rendered after the first filing. If subsequent requests for review are filed during the pendency of the first review, all designated disputed payments or portions thereof made after the first filing shall be considered to be made into escrow

12 Complaint Procedures (MPUC ) If any complaint cannot be promptly resolved, the utility shall contact the customer within five business days and once every 14 calendar days thereafter, and advise the customer regarding the status of its investigation until: (a) The complaint is mutually resolved; or (b) The utility advises the customer of the results of its investigation and final disposition of the matter; or (c) The customer files a written complaint with the Public Utilities Commission or the courts. Customer Definition (MN Rule ) Customer means any person, firm, association or corporation, or any agency of the federal, state or local government being supplied with utility service, subject to the jurisdiction of this Commission. Xcel Energy uses this definition as the basis for its billing, and may hold any business principal at an address responsible for the total billing, even if that person s name is not on the bill. MPUC Inquiries The Minnesota Public Utilities Commission regulates Xcel Energy and is available for mediation upon written request. Minnesota Public Utilities Commission Consumer Affairs Office 121 Seventh Place East Suite 350 St. Paul, MN