RESIDENTIAL SERVICE GUIDE. Customer Rights and Responsibilities. Emera Maine

Transcription

1 RESIDENTIAL SERVICE GUIDE Customer Rights and Responsibilities Emera Maine

2

3 Welcome to Emera Maine We are pleased to be your electric delivery company for Eastern, Downeast and Northern Maine. As a new residential customer, you may have some questions about your electric service. We hope this book answers those questions. If you wish to contact us, please call: Bangor Hydro District Customer Service Center Mon-Fri., 7 AM 6 PM (207) (855) EMERA11 ( ) You may also contact us at custserve@emeramaine.com or by mail at P.O. Box 932, Bangor, ME The Emera Maine website, also provides other valuable information such as energy saving tips, quick check online calculator, bill payment, power outage information and the latest Emera Maine news. Emera Maine is an electric utility wholly-owned by Emera Inc. which serves 153,000 customers in an area encompassing 9,350 square miles in northern and eastern Maine. Since 1924, Emera Maine has been providing safe and reliable electric services to its customers. Again, welcome to Emera Maine!

4 Table of Contents Bills, Payments and Financial Assistance 3 Cost of Service 3 No Discrimination Allowed 3 Old Unpaid Bills 3 Deposits 3 When We Require A Deposit 4 Refunds of a Deposit 4 Deposit Amount Payment Options 4 Monthly Billing 4 Estimated Bills 4 Make-Up Bills 5 Third Party Copies Of Notices 5 Payment 5 E-Pay and E-Bill Services 5 Financial Assistance 5 Oxygen Pump and Ventilator Program Maine Inc. 6 Payment Plans 7 Budget Billing 7 Service Interruption, Connection, Disconnection and Reconnection 8 Remote Connect/Disconnect 8 Interruption Of Service 8 When You Want Service Disconnected 8 Disconnection 8 Disconnection Notice 9 Medical Emergencies 9 Reconnection 10 Accuracy of Meter 10 Liability For Damages 10 Power Quality 10 Complaints 11 Special Services For Customers 11 LifeLight 11 Radio Watch 11 Interactive Voice Response 12 P.L.U.S. Program 12 Area Lighting 12 Programs For Saving Energy 12 Quick Check 12 A Guide to Efficient Use of Electricity 12 Efficiency Maine 13 Energy Star 13 Smart Grid 13 PowerSmart Maine 13 Electricity Supply 14

5 3 Bills, Payments, and Financial Assistance Cost of Service When you apply for service, our customer service representative will tell you about the basic or minimum service costs and about one-time costs, such as establishment fees. Minimum charge: DISTRIBUTION SERVICE $5.50 per month (includes energy consumption of 100 kwh) STRANDED COST $1.53 per month (includes energy consumption of 100 kwh) If you have questions about the cost of your service, call our Customer Service Center. The telephone number is listed in this booklet. Rates charged for electricity supply and for electricity distribution are approved by the Maine Public Utilities Commission (MPUC). We cannot change these rates without the approval of the MPUC. You have the right to review and comment on our proposed rates when the MPUC holds public hearings on rate changes we propose. Transmission rates, however, are established by the Federal Energy Regulatory Commission. Emera Maine s delivery rates and Maine Public Utilities Commission s Standard Offer electric supply rates can be viewed at com, Emera Maine s website. No Discrimination Allowed When you apply for service, we will treat you fairly. Before we accept you as a customer, we will ask you to answer some important questions. We will never deny service to anyone based on age, sex, race, or country of origin. We either will agree to provide the service you ask for, or deny your request for service. If we deny your request for service, we will inform you, in writing, of the reason and explain what you can do to establish service. Old Unpaid Bills When you apply for service, we will check to see if you have had service prior with us. If you have an unpaid bill, payment of a security deposit will be required as a precondition of service. We also may accept a guarantor in lieu of a deposit. If you dispute the old bill, or you are unable to pay the deposit or make other reasonable arrangements, see the Complaint section of this booklet. Deposits We may ask you for a deposit only if there is proof that you will be a credit risk. In most cases, this proof would

6 4 be an unpaid electric bill that is overdue when you apply for service, that you have been disconnected by us for non-payment of a bill, that unauthorized use or theft of our services has been identified, or there is failure to comply with a bankruptcy court order. We may also require a security deposit if you have no source of income sufficient to pay the cost of utility service. When We Require A Deposit We must inform you in writing and tell you what you can do to begin or continue service. We will tell you what to do if you disagree with the deposit request or amount. We will pay interest on your deposit. We will give you an option of paying a cash deposit or allowing another person to guarantee your bills up to the deposit amount. The guarantor must be a customer in good credit standing with us. Deposit Amount Payment Options We may require a deposit that is equal to your anticipated bills for two billing periods. In some circumstances, you may have a choice to pay the deposit in full or in three payments, with half the total deposit due at the time service is requested, 25 percent in thirty (30) days, and 25 percent in sixty (60) days. However, we may demand full payment of a deposit if you are already using a payment plan to pay off an unpaid Emera Maine bill. Refunds of a Deposit We will refund your deposit upon termination of service and payment in full of all charges and guarantees. We may deduct from the deposit any such amounts that are unpaid and refund any difference. Monthly Billing Customers are billed monthly based on their billing cycle. The bill due date will be no less than 25 days after the bill is mailed. Estimated Bills In 2004, the company installed for most residential and commercial customers an Automated Meter Infrastructure (AMI) system. These electromechanical meters look and operate exactly the same as a traditional meter with one exception; the disk that records kilowatt hour usage is read by an optical scanner. The scanner records daily power consumption by detecting a black indicator mark on the spinning disk. The device transmits a daily read-out to a substation collector where all readings are uploaded daily by phone to Emera Maine s corporate office. An important benefit of AMI is a great reduction in estimated meter reading and billing.

7 5 Those customers without an AMI meter may receive an estimated bill during extreme weather conditions, emergencies, inaccessible meters, work stoppages, or similar circumstances that would prevent our employees from reading your meter. We will not send you two (2) estimated bills in a row unless those conditions continue. MPUC requires us to obtain an actual reading at least once every twelve (12) months. Make-Up Bills If we have to issue a make-up bill for past service that you were not billed for, we will offer you a payment plan. If the reason for the make-up bill is our fault (equipment failure or our billing error, for example), you will be billed for a maximum of one (1) year of past service even if the billing mistake was for a longer time. Third Party Copies of Notices Let us know if you want another person to get a copy of any notice we send you. We will send a copy to the person you designate, but you are still responsible for payment. Payment You may pay your bill by mail or at the payment agencies listed on our website If you mail your payment to us, using the return envelope, your bill is considered paid on the day we receive it. If you pay at a payment agency, your bill is considered paid on the day you make the payment. If you make a partial payment, we will apply it to the oldest balance due. Emera Maine accepts payment by cash, check, or money order. When a check is dishonored, we will charge you a fee. If there are two or more dishonored checks, you will be required to make future payments in cash or money order. Your check or money order must be made payable to Emera Maine. To avoid late fee charges, please pay your bill by the due date. E-Pay and E-Bill Services You may pay your electricity bill online using E-Pay. E-Bill paperless billing and payment services are also available. E-Bill is a free online service for viewing and paying your bill using your checking account. Visit Emera Maine s website, for more information. Financial Assistance Low-income customers may qualify for help to pay a utility bill. We can refer you to available programs, but the best source of information is your local community action agency. Penquis Community Action Program Office Hours: 8:00 a.m. to 4:30 p.m. Bangor Office 262 Harlow Street, Bangor, ME (207)

8 6 Dover Office 50 North Street, Dover Foxcroft, ME (207) Lincoln Office 40A Main Street, Lincoln, ME (207) Washington Hancock Community Agency Office Hours: 7:30 a.m. to 4:00 p.m. Machias Office 7 VIP Drive, Machias, ME (207) Ellsworth Office 248 Bucksport Road, Ellsworth, ME (207) (once connected follow instructions) Waldo Community Action Partners Office Hours: 7:30 a.m. to 4:00 p.m. 9 Field Street, Belfast, ME (207) Pleasant Point Passamaquoddy Tribe Office Hours: 8:00 a.m. to 4:30 p.m. (207) Penobscot Nation Office Hours: 8:00 a.m. to 4:30 p.m. (207) Low Income Assistance Program (LIAP) guidelines require existing program participants to recertify their eligibility each year. Please contact your local agency to schedule an appointment. Oxygen / Ventilator Program If you or a member of your household uses an oxygen pump or a ventilator at least eight hours each day and are currently enrolled in LIAP, you may be eligible for a monthly credit to your account. Customers receiving a housing subsidy are eligible to participate in both the LIAP, as well as the Oxygen Pump and Ventilator Program. You must be certified by your physician or physician s agent that a pump or ventilator is necessary at least eight (8) hours per day. Please contact our Customer Service Center for more information. Low Income Assistance Program guidelines require applicants who receive LIHEAP/ LIAP or the Oxygen Pump/Ventilator credit to recertify annually Maine Inc Maine Inc. is a nonprofit organization formed in partnership with United Way of Maine and Ingraham to develop a health and human services information and referral service system to serve the entire State of Maine, every day and in times of crisis. In Maine, is the number anyone can call to find health and human service information, 24 hours a day, 7 days a week. The call specialist uses a statewide list of resources to solve the caller s problem.

9 represents a better and easier way to find answers to a wide range of issues, including energy assistance. Dial 211 or visit Payment Plans We will continue service even if you can t pay your account in full, as long as you agree to pay the past due balance in affordable weekly, bi-weekly or monthly payments. You also must agree to pay all future bills within thirty (30) days of the postmark date until the overdue amount is paid-in-full. We also have a levelized Special Payment Arrangement (SPA). This is based on the current open balance plus the estimated future electric usage. We combine the two (2) amounts and divide by the number of billing periods remaining until November 1. If a customer is unable to meet the financial commitment of the levelized SPA, we offer an individualized SPA. This plan will consider the specific individual circumstances in establishing a payment plan. Individualized payment plans shall, where possible, result in levelized payment. We will consider the following issues when establishing a payment plan: Your ability to pay. Your previous payment history. The reason why the bill has remained unpaid. How long the bill has remained unpaid. Any special circumstances creating extreme hardships within the household. We will send you a written copy of the payment arrangement. If you do not make payments according to the payment arrangement, we will send you a disconnection notice that gives you three (3) business days to pay the past due amount or make an acceptable arrangement to avoid disconnection. You do not have to agree to a payment plan or any other proposed settlement of a disputed bill if doing so means giving up other rights listed in this booklet. Budget Billing The purpose of the Budget Billing Plan is to offer you, our residential customer, an opportunity to pay a monthly, levelized amount yearround. This helps to lessen the impact of high bills in the winter. You can enroll in the Budget Payment Plan anytime as long as your account is in good credit standing.

10 8 Service Interruption, Connection, Disconnection, and Reconnection Remote Connect/Disconnect Using Advanced Meter Technology, Emera Maine now has the ability to remotely connect or disconnect a service. This technology may also be used for disconnecting a service for nonpayment. Interruption of Service We may need to interrupt your service on occasion to repair or maintain our equipment. When possible, we will let you know why and how long you can expect to be without service. If we plan to interrupt service to more than ten (10) customers or for more than five (5) hours, we must give you at least twenty-four (24) hours notice. We will give you more notice whenever possible. If your service must be interrupted without notice for more than five (5) hours due to storms or other emergencies, we will try to let you know as soon as possible how long you are likely to be without service. We will generally use the local radio stations to announce outages in these instances. If you find yourself without power, first check to see if your neighbors have power. If they do, check your electrical entrance box for tripped breakers or blown fuses. If you still do not have power, call us at (207) or (855) EMERA11 ( ). If we dispatch a service person to your residence and find that the problem is with your electrical system or your landlord s electrical system, we may bill you a service charge. When You Want Service Disconnected You must give us at least seven (7) days notice when you want to disconnect service. We can bill you for service until you give us the required notice or we disconnect the service, whichever is first. Generally, we are able to accommodate your request within a few days. Disconnection We do not want to disconnect your service; we will work with you to resolve any problem. However, we do have the right to start disconnection procedures when: You fail to pay or make a payment plan for an overdue bill. You don t keep a payment plan paid up-to-date.

11 9 You fail to pay a deposit, arrange to pay for it, or provide someone who is willing to guarantee payment. You are using the service without having applied for it. You refuse to let us onto your property to read or service a meter. You have tampered with the meter, or somehow managed to obtain service without payment. You misrepresented who you are to get service. You fail to comply with a decision of the Maine Public Utilities Commission or its Consumer Assistance Division. Disconnection Notice In most cases, we will notify you in writing at least fourteen (14) days before a stated disconnection date. However, we are permitted to give you only three (3) working days notice if you ve broken a payment plan, failed to pay a deposit, or received service without applying to become a customer. We can disconnect without notice only if there is unauthorized use (meter tampering) or a dangerous condition exists. The disconnection period is in effect for ten (10) business days after the disconnection date of your letter. The disconnection letter will tell you what to do to avoid disconnection and how you can dispute your bill or the disconnection itself. We will not disconnect service on a Friday, a weekend, a legal holiday, or the day before a holiday. We are not allowed to disconnect for: Non-basic service charges, such as merchandise or services not regulated by the MPUC. An old bill that was not properly transferred to your account when you applied for service. Estimated usage. However, we may disconnect for this if you have refused to allow us to read a meter, or you have refused to provide an actual reading on our postcards. Non-payment by your landlord. If you are a tenant and your landlord asks us to disconnect or your landlord does not pay the bill, we will issue you a notice allowing you an opportunity to put service in your own name. You do not have to pay the landlord s unpaid bill. Medical Emergencies We will not disconnect when you or someone in your house is seriously ill, a registered physician confirms that the illness/emergency exists. Once verbally declared (by telephone, for example), we will wait three (3) business days for the

12 10 doctor to return by fax or by mail a completed Medical Emergency Form that has been provided to him/her. We require written certification from the doctor that includes listing specific essential electricallyoperated equipment. Disconnection can be postponed due to a medical emergency for up to thirty (30) days, and can be renewed two (2) additional times during a twelve (12) month period, providing you establish an acceptable payment arrangement. A medical emergency does not cancel your electric bill. Reconnection We will reconnect service provided you have paid your overdue bill or have agreed to a payment plan. This payment plan will be based upon your previous payment history. We also can charge a deposit equal to two (2) billing periods if you are disconnected for nonpayment, unauthorized use, or theft of service. When both a deposit and the unpaid bill are required, you may pay one of the amounts in full and enter into a payment plan for the other amount. There is a charge for reconnection. We will reconnect your service on the next business day by 5 p.m., at the latest. Accuracy of Meter The MPUC establishes the schedule of required meter tests and the accuracy standards that a meter must meet. If you want your meter tested for accuracy, we will do so at no extra cost to you. If you ask more often than once every twelve (12) months, you will be charged a fee. You may check the readings of your meter by monitoring your own usage. Call us for information on how to read your meter, or visit Emera Maine s website at under the section Energy Manager for instructions. Liability for Damages The Company will consider claims for damages to electrical equipment in your home or business caused by Emera Maine equipment failure. Any damages occurring beyond the Company s control should be submitted to your homeowners insurance company. Claim forms for damages associated with service interruption may be obtained by calling our Customer Service Center. We can also answer any questions about how to complete and submit the form. Power Quality Much of the problems and damage from power quality issues can be prevented if you have the right protection for your equipment. For example, look for battery backup and ride-through protection features when purchasing new home appliances. For more information on how to protect the equipment in your home,

13 11 please visit our website at www. emeramaine.com. Complaints If you have any questions or complaints, call us. We will have customer service representatives available during business hours to answer your questions, set up payment plans, and resolve disputes. We will investigate your complaint and try to resolve it. If you disagree with our response, you have the right to appeal to the Consumer Assistance Division (CAD), of the Maine Public Utilities Commission, State House Station 18, Augusta, ME You can call the CAD at (207) or toll free (800) Before you call or write the Commission, the MPUC requires that you first give us an opportunity to respond to your complaint. We cannot disconnect you for a disputed amount, but you do have to pay the portion of the bill that is not in dispute. If you contact us before the service is disconnected and we cannot agree on a payment plan or other requirement to stop disconnection, you can appeal to the MPUC as described above. Special Services For Customers LifeLight LifeLight is a program designed to prevent unnecessary or accidental disconnection of electric service to qualifying residential customers. It cannot prevent outages caused by weather. We do, however, hope to provide an extra measure of comfort if medical equipment becomes a necessity for your family. You must have a medical necessity that is supported by a statement from a doctor or other qualified health care professional. By using special codes in our computer system, special tags are attached to meters and we are able to identify our customers who are on the LifeLight program. We then exercise additional caution and notification when we are asked to disconnect the electric service. Radio Watch Because we care about our communities, our neighbors, and our children, we participate in Radio Watch. Working daily in villages, towns, and municipalities that make up our service territory provides us an opportunity to be observant, and when needed, lend assistance. Our company vehicles, equipped with radios, are used to report suspicious or emergency events, such as:

14 12 Children who are lost, injured or in trouble Auto accidents or motorists in distress Crimes in progress Fires Interactive Voice Response Use Emera Maine s Interactive Voice Response telephone service to report power outages. This system permits you to report the outage without having to wait for a representative to become available to take your call. This system also allows you to access your account for specific information such as account balance, payment history, and due dates. The P.L.U.S Program Protect yourself against the unanticipated expense of private power line repair for as little as $5 per pole. Let Emera Maine take full responsibility for the cost of maintaining and repairing your private power lines with P.L.U.S. - Private Line Utility Support. Sign up today! For more information, call EMERA11 ( ) or (local area), or plus@ emeramaine.com. Area Lighting Emera Maine provides its customers various options for area lighting. Emera Maine owns and maintains the lights and simply rents the facilities for a flat monthly fee. Options for annual service (12 months) and periodic service (5 months or less) are available. More information on lighting costs are available at rates/lighting_rates. Call today to request a meeting with a Emera Maine representative to discuss the best lighting option for your situation. The initial consultation is FREE of charge. Should you decide to install an area light and later want it removed, removal charges will apply. Programs For Saving Energy Quick Check This web-based review of your home energy usage is a quick way to compare your home s electric usage with average home usage. A Guide to Efficient Use of Electricity This FREE booklet is a complete tool for conserving energy at home and is available on our website. It helps you answer the question, What caused my high electricity bill? It teaches you how to read your electric meter, and it provides helpful hints about efficient use of appliances in your home. You can receive a copy in the mail by calling our Customer Service Center.

15 13 Efficiency Maine Efficiency Maine is a statewide effort to promote the more efficient use of electricity, help Maine businesses reduce energy costs, and improve Maine s environment. Efficiency Maine is funded by electricity consumers and administered by the Maine Public Utilities Commission. Dial (866) or visit Energy Star The U.S. Environmental Protection Agency s ENERGY STAR for small business program provides access to a range of technical materials and services. They provide free engineering support, including answers to questions, product information and calculations. Dial (888) STAR-YES ( ) or visit Smart Grid Today most residential customers can view their monthly and daily meter reading information on to better understand electricity consumption at their home. This information is communicated by Smart Meters already installed to 97% percent of our customers. Emera Maine is putting additional Smart Grid technology in place to provide all customers with better information to manage their electricity usage. Our website contains more information about Smart grid and the investment Emera Maine is making to better serve our customers using Smart Grid technology. PowerSmart Maine PowerSmart Maine is a family of services promoting smart electricity options to our customers. Each PowerSmart Maine program empowers customers to pursue efficient electricity options and connects them with opportunities to save money. PowerSmart topics include electric vehicles, online electricity usage tracking, information on efficient minisplit heat pump technology, and, coming soon, day-ahead dynamic pricing. Learn more by visiting www. powersmartmaine.com or log on to our website at

16 14 Electricity Supply Since March 1, 2000, electricity supply has been separated from delivery service. Emera Maine still provides the delivery service, or the wires service. This means we continue to maintain and construct the facilities needed to deliver electricity to your home or business. All customers now can choose to purchase their electricity supply from Competitive Electricity Suppliers. If you don t choose a supplier, you automatically will be assigned the Standard Offer as the source of your electricity supply. Standard Offer is administered by the Maine Public Utilities Commission (MPUC) and Emera Maine simply provides the metering and billing services. Standard Offer pricing is available from either Emera Maine s or the MPUC s website. You can locate a Supplier either by accessing the MPUC website for the list of licensed suppliers ( gov/mpuc/) or by contacting Emera Maine and asking them to mail you a list of suppliers. Emera Maine cannot recommend a supplier for you. We encourage you to familiarize yourself with the cost of Standard Offer supply to better prepare you to shop for a supplier that best meets your electricity supply requirements. Revised 12/2013

17 Emera Maine Bangor Hydro Distrct Call Center P.O. Box 932 Bangor, ME