ENERGY EDUCATION. Table of Contents. Texas Energy Deregulation...2 Generation vs. Delivery

Transcription

1 ENERGY EDUCATION 1 Table of Contents Texas Energy Deregulation...2 Generation vs. Delivery Customer Protections...3 Electricity Facts Label (EFL) Terms of Service (TOS) Your Rights as a Customer (YRAC) Establishing New Service...4 Enrollment Procedures Service Area Credit Checks Third Party Verification Quality Control Enrollment Status Glossary...6 Frequently Asked Questions...9 Your Rights As A Customer...10 Billing Timeline...12 Payment Options Energy Education.indd 1 4/10/2007 1:55:11 PM

2 2 Texas Energy Deregulation In 1999, Senate Bill 7 deregulated the Texas energy market and opened up electricity to competition on January 1, Energy deregulation gives customers of investor-owned utilities in most service areas (see Service Area Map) the right to choose their Retail Electric Provider (REP) the company that provides electricity to your home or business. For more information on Texas deregulation, go to the Texas Electric Choice web site at In a competitive electric market, the incumbent local electric company has been separated into three different companies the Generation Company which produces the source of energy; the Local Wires Company that delivers electricity over the poles and wires; and the Affiliate Retail Electric Provider (TXU, Reliant, CP&L, WTU and TNMP) which now only sells electricity and provides customer service. Consumers who do not choose a new REP will have their electric service provided by the Affiliate Retail Electric Provider (AREP). Generation vs. Delivery Prior to deregulation, one company provided both the generation and delivery of electricity. Now, these parts are separated. Generation, or the production of electricity, is open for competition. But the delivery of electricity continues to be regulated by the Public Utility Commission of Texas (PUCT) to ensure the safety and reliability of electric service. Further, the actual delivery of electricity over the poles and wires to homes and businesses will continue to be provided by the incumbent local electric company. Texas Electric Choice gives consumers the best of all worlds. They can shop around for a new Retail Electric Provider (REP) who will also provide customer service and billing, yet consumers keep the same company for the actual delivery of electricity and who responds to emergencies or power outages. 02-Energy Education.indd 2 4/10/2007 1:55:19 PM

3 3 Customer Protections With the advent of deregulation, the Public Utility Commission of Texas (PUCT) continues to enforce customer protections and monitor the delivery of electricity to ensure the safety and reliability of electric service. The PUCT s mission is to protect customers, foster competition and promote high-quality infrastructure. It is important that you are aware of certain customer rights and are committed to following all PUCT regulations and Ignite Policies and Procedures regarding customer protection. Most importantly, it is mandatory that you provide all customers with the Stream Energy Electricity Facts Label, Terms of Service and Your Rights as a Customer disclosures at time of enrollment. If the enrollment is on your Ignite Homesite, then the customer must indicate that he or she has viewed the documents online before completing enrollment. Current versions of Stream Energy s Electricity Facts Label, Terms of Service and Your Rights as a Customer can be found in the Power Center for you to download and distribute. Since these disclosures may change on occasion, it is your responsibility to use the most current disclosures, as found in the Power Center. Electricity Facts Label (EFL) You must provide each new customer with an Electricity Facts Label at the time of enrollment. The Electricity Facts Label, similar to a nutrition label found on many food items, provides information on electricity prices, contract terms, sources of generation and emissions levels for each REP s offer. Each REP must present this information in a standardized format that will allow customers to make an applesto-apples comparison of offers from competing REPs. Terms of Service (TOS) You must also provide each new customer with a Terms of Service agreement at the time of enrollment. This is the contract for electric service that outlines fees, length of contract and other important contractual information. Your Rights as a Customer (YRAC) You must also provide each customer with a Your Rights as a Customer disclosure. This disclosure informs the customer of his or her rights and protections as mandated by the PUCT, including complaint resolution and privacy policy. 02-Energy Education.indd 3 4/10/2007 1:55:19 PM

4 4 Establishing New Service Enrollment Procedures For the convenience of your customers, Ignite provides two customer enrollment methods. A new Letter of Authorization (LOA) can be established via paper enrollment form or on the Internet via the IA s Ignite Homesite. Remember that a new customer must always be provided with the Electricity Facts Label, Terms of Service and Your Rights as a Customer disclosures at the time of enrollment, for both methods of enrollment, as required by the Public Utility Commission of Texas and Ignite Policies and Procedures. At this time Ignite does not accept new service connections for new Energy Accounts. New service must first be established with the AREP and then a request to transfer electric service to Stream Energy can be initiated. Service Area Stream Energy offers service in the TXU, Reliant, West Texas Utilities, First Choice and Central Power and Light service areas. Remember that the Electricity Facts Label, Terms of Service and YRAC can be found in the Power Center. Credit Checks Before new customers request for service can be processed and forwarded to ERCOT, they must undergo a credit evaluation process to determine if a deposit or additional documentation is required. If a deposit is required to establish service, the customer will be contacted by a Customer Service Representative and a deposit and/or a direct debit agreement will be requested. If the offer of deposit and/or direct debit agreement is rejected, then the enrollment will be cancelled, unless the customer supplies a letter of credit (payment history) from his or her current electricity company with no more than one late payment in the last year. Third Party Verification If the customer enrolls by phone, he or she will be transferred to Third Party Verification (TPV) to affirm his or her identity and confirm his or her desire to switch his or her energy service to Stream Energy. If the customer enrolls on the Internet via the IA s Ignite Homesite, then we will affirm his or her identity and confirm his or her desire to switch using other methods online and during the Quality Control follow-up call. 02-Energy Education.indd 4 4/10/2007 1:55:20 PM

5 5 Quality Control After the customer is enrolled for service, he or she will receive a Quality Control (QC) call from a Customer Service Representative. The purpose of the QC follow-up call is to confirm the enrollment process was acceptable to the customer, to identify any potential enrollment problems and to discuss deposit options (if applicable). After the QC call is complete, the enrollment will be sent to ERCOT for switch confirmation. If the customer cannot be reached after five (5) attempts, then the account will be placed in Pre-verify Failure status until the customer calls QC for verification. Enrollment Status It is your responsibility as an Ignite Associate to help your customer complete the enrollment process and become an active Energy Account. You can only develop a Monthly Energy Income on active accounts, so it is in your best interest to help facilitate activation. The following status codes will be assigned to each Energy Account as it progresses through the enrollment process. Preverify Status once the data entry is complete by enrollment form or online, an account is established in the Ignite system and is placed in Preverify Status. The account will stay in this status until Credit, TPV and QC requirements are met. Pre-verification Failure occurs upon failure of the Quality Control call. Pending Status when the Preverify requirements have been met, then the account will be submitted to ERCOT for enrollment. The account will move in to Pending Status when the Switch Confirmation and activation date is received back from ERCOT. All Bonuses are paid on Pending Status. Active Status when the Switch Confirmation is received from ERCOT, it will contain an activation date that will occur on the next meter reading. The account will move in to Active Status on that date. 02-Energy Education.indd 5 4/10/2007 1:55:20 PM

6 6 Glossary Affiliate Retail Electric Provider The Affiliate Retail Electric Provider (AREP) was part of the original electric company that generated and sold electricity in your area. That company has been split into the AREP and the Local Wires Company. Now the AREP only sells electricity and provides customer service. Competitive Retail Electric Provider The Competitive Retail Electric Provider (CREP) is certified by the PUCT, sells electricity to homes and business, and provides functions like customer service and billing. Stream Energy is an example of a CREP. Delivery The transmission of electricity over poles and wires to a home or business. These services are provided by the Local Wires Company, which is still responsible for maintaining the poles and wires and responding to emergencies and power outages. The PUCT still regulates delivery to ensure the safety and reliability of electric service. Electric Reliability Council of Texas (ERCOT) The corporation that administers and maintains the reliability of the state s electrical power grid. When you choose a new REP, ERCOT will send you a postcard confirming your switch from one REP to another. Electricity Facts Label An information sheet required by the PUCT that provides customers with standardized information on a REP s prices, contracts, sources of power generation and emissions. It allows customers to make an apples-to-apples comparison of REP offers. Retail Electric Providers must provide this disclosure to all customers at time of enrollment. ESI-ID The ESI-ID is your Electric Service Identifier. Each meter is assigned a unique ESI-ID that can be found on your electric bill and is required for enrollment. 02-Energy Education.indd 6 4/10/2007 1:55:20 PM

7 7 Generation The production of electricity. In Texas, electricity is produced by a number of methods, including natural gas, coal, nuclear power, wind, water and solar energy. The generation of electricity is deregulated. Kilowatt-hour (kwh) A unit of energy equal to one kilowatt (kw) of power expended for one hour of time. The amount of electricity used each billing period is expressed in terms of a kilowatt-hour and is noted on your bill. Local Wires Company The company that transmits and delivers electricity to a customer s home or business along the poles and wires (formerly a local electric utility). This company is still responsible for the maintenance and repair of these poles and wires and responding to emergencies and power outages. Provider of Last Resort The Provider of Last Resort serves as the back-up provider when a REP leaves the market for any reason. If this happens, customers may switch back to the Affiliate Retail Electric Provider or choose another Competitive Retail Electric Provider offering electric service in the area. Public Utility Commission of Texas (PUCT) The state agency that is responsible for the regulation and oversight of electric services in Texas. Under Electric Choice, the PUCT continues to regulate the delivery of electricity and enforce customer protections. Slamming Switching electric service without a customer s approval. This practice is illegal, and penalties are enforced by the PUCT. Terms of Service (TOS) A contract between a Retail Electric Provider and a customer that outlines fees, length of service and other important information. Retail Electric Providers must provide this disclosure to all customers at time of enrollment. Your Rights as a Customer (YRAC) A document that informs customers of their rights as mandated by the PUCT. Retail Electric Providers must provide this disclosure to all customers at time of enrollment. 02-Energy Education.indd 7 4/10/2007 1:55:20 PM

8 8 Frequently Asked Questions Q: Will the reliability of my electric service change with deregulation? A: No matter which Retail Electric Provider you choose, your electricity will continue to be delivered safely and reliably by the Local Wires Company, a company still regulated by the PUC. Q: What happens if I have an emergency or power outage? A: Because your local regulated utility is still responsible for maintaining your service, you will call them in the event of an outage at the number provided on your bill. Q: What happens if my Retail Electric Provider leaves the market? A: You will not be without electricity. Your Retail Electric Provider must give you 30 days advance notice to give you time to select a new provider. However, if you do not choose a new provider, your service will automatically be switched to the Provider of Last Resort for your area. Q: What has stayed the same in electric service with deregulation? A: Your current Transmission and Distribution Utility, or Local Wires Company, continues to deliver electricity to your home. Your Local Wires Company still responds to service interruptions and continues to maintain the poles and wires. You will continue to receive the same reliable service you are used to with your Local Wires Company, regardless of which Retail Electric Provider you receive service from. Q: What has changed in electric service with deregulation? A: You can now choose to buy your electricity from a different electric provider than the original provider for your area. These companies are called Retail Electric Providers. Additionally, your bill now looks different than bills you have received in the past, but each Retail Electric Provider provides the same standard information. Q: Do all Texans have the power to choose a new electric provider? A: No. City-owned utilities and member-owned electric cooperatives have the option of giving their customers a choice of providers, or keeping things the way they are. To see if competition is active in your area, see the Service Area Map or go to your Ignite Homesite and check your zip code for serviceability. 02-Energy Education.indd 8 4/10/2007 1:55:20 PM

9 9 Your Rights as a Customer Stream Gas & Electric, Ltd./ DBA: Stream Energy PUCT Certificate No PLEASE READ THIS INFORMATION CAREFULLY This document summarizes Your Rights as a Customer and is based on customer protection rules adopted by the Public Utility Commission of Texas (PUCT). Contact information for the PUCT is located at the end of this pamphlet; you further may view the rules of the PUCT at These rules apply to all retail electric providers (REPs), including those providers that were previously affiliated (Affiliated REPs) with your Local Wires Company (LWC) as well as your regional provider of last resort (POLR). Obtaining and Canceling Electric Service Customers qualified for the LITE-UP Texas program may also be eligible to pay a required deposit in two (2) installments. For qualified customers, the first installment shall be due no earlier than ten (10) days after the issuance of written notification; and written notice regarding the second installment of such deposit amount will be issued during the twenty (20) days before, but no less than ten (10) days prior to, the due date. Please call your REP if you believe you are eligible for such program. Your REP may waive the service deposit if the customer is medically indigent, although eligibility for medically indigent status must be established annually. In order to be considered medically indigent, the following conditions must be met: The customer's household income must be at or below 150% of the poverty guidelines (as certified by a governmental entity or government-funded energy assistance program provider); and The customer or customer's spouse must be properly certified (by the person's attending physician, medical doctor, doctor of osteopathy, nurse practitioner, registered nurse, state-licensed social worker, state-licensed physical or occupational therapist or an employee of an agency certified to provide home health services pursuant to 42 U.S.C et seq.) as being unable to perform three or more specified activities of daily living (as defined in 22 T.A.C ), or The customer's monthly out-of-pocket medical expenses exceed 20% of the household's gross income. Unauthorized Change of Service Provider or Slamming. An REP must obtain your verifiable authorization before switching your electric service. If you believe your service was switched without your authorization, you may request that the REP in question provide a copy of your authorization and verification, which must be submitted to you within five (5) business days of your request. You may also file a complaint with the PUCT. Upon receipt of a complaint filed with the PUCT and a finding that your service was switched without proper authorization, the offending REP must attempt to switch you back to your original REP within three (3) days and cease any collections activities related to the switch until the complaint has been resolved by the PUCT. If the PUCT determines your service was switched without authorization, upon request the offending REP also must: cancel all unpaid charges; pay all charges associated with returning you to your original REP within five (5) business days; and refund to you any amounts paid in excess of the charges that would have been imposed by your original REP within thirty (30) days. Cancellation of Service Without Penalty. You may cancel your contract with your REP without penalty within three (3) Federal business days (includes Saturday) after you receive your Terms of Service Agreement. For details on how to cancel your service, see your Terms of Service Agreement. This right of cancellation does not apply when a customer is transferred to the Affiliated REP for non-payment. You may also terminate without penalty your agreement with your REP if you relocate or your REP notifies you of a material change in the terms and conditions of service as stipulated in the Terms of Service Agreement. Notice will not be issued for changes that are mandated by a regulatory agency or otherwise benefit a customer (i.e., price decreases). Contract Termination Termination of Service. Customers receiving service from REPs other than Affiliated REPs or POLR are subject to having their contract terminated for non-payment, which may occur if payment for electric service is not received by your REP by the due date on your bill. (If your REP is an Affiliated REP or POLR, please see the Disconnection of Electric Service section of this pamphlet.) If you do not obtain service from another REP upon such termination, you will be transferred to the Affiliated REP in your area. Your current REP will mail you a separate Notice of Termination no earlier than the first day after the date your bill is due. The termination date for your service will be no sooner than ten (10) days from the date the notice is issued and may not fall on a holiday or weekend. If payment is received (or satisfactory payment arrangements are otherwise agreed) prior to the date indicated on the Notice of Termination, your current REP will continue to serve you under the Terms of Service Agreement in effect prior to such Notice of Termination. Page 1 of 4 Your REP cannot terminate your contract for your failure to pay: For electric service by a previous occupant of the premise if that occupant is not of the same household; Any charge unrelated to electric service; A different type or class of electric service not included on the account's bill when service was initiated; Under-billed charges that occurred for more than six (6) months prior (except theft of service); Any disputed charges until your REP (or the PUCT) determines the accuracy of such charges and you have been notified of this determination; Charges arising from an under-billing due to faulty metering (unless the meter was tampered with); or An estimated bill, unless the estimated bill is part of a pre-approved meterreading program (or in the event the LWC is unable to read the meter due to circumstances beyond its control). Additionally, your REP may not terminate your contract: if your REP receives notification by the termination date that an energy assistance provider will be forwarding sufficient payment on your account, or for non-payment during an extreme weather emergency (and must offer you a deferred payment plan for bills due during the emergency). Availability Of Provider of Last Resort (POLR). If your electric service is terminated, you may obtain services from either another REP or the POLR. If your service is terminated for non-payment of electric service charges and you do not obtain service from another REP, your electric service will be transferred to the Affiliated REP in your service area. If your REP terminates your service for any other reason, you may request service from the POLR in your service area. The POLR offers a basic, standard retail service package at a fixed, non-discountable rate. Information about the POLR and other REPs can be obtained from the PUCT or the POLR in your area. Billing Unauthorized Charges or Cramming. Before any new charges are included on your electric bill, your REP must inform you of the product or service, all associated charges, and how these charges will be billed before they appear on your electric bill and obtain your consent for the product or service. If you believe your bill includes unauthorized charges, you may contact your REP to dispute such charges and may file a complaint with the PUCT. Your REP will not seek to terminate or disconnect your electric service for non-payment of an unauthorized charge or file an unfavorable credit report against you for disputed unpaid charges that are alleged to be unauthorized (unless the dispute is ultimately resolved against you). If the charges are determined to be unauthorized, your REP will: cease charging you for the unauthorized service(s)/product(s), remove the unauthorized charge(s) from your bill, and refund or credit all money paid for any unauthorized charge(s) within forty-five (45) days. If such charges are not refunded or credited within three (3) billing cycles, until such time as these amounts outstanding are refunded (or credited to your account) interest thereupon shall be paid to you at an annual rate established by the PUCT. You may request all billing records under the control of such REP related to any unauthorized charge within fifteen (15) business days after the date the unauthorized charge is removed from your bill. Your REP will not rebill you for any charges determined to be unauthorized. Deferred Payment Plans and Other Payment Arrangements. If you cannot pay your bill, call your REP immediately; your REP may offer either: A short-term payment arrangement that allows you to pay after your due date, but before your next bill is due; and/or A deferred payment plan that allows you to pay an outstanding bill in installments beyond the due date of the next bill. If you receive service from an Affiliated REP or POLR, it must offer you a deferred payment plan unless you have received more than two (2) termination/disconnection notices during the past twelve (12) months or been their customer for less than three (3) months and do not have sufficient credit or payment history with another REP. REPs must offer deferred payment plans for bills that are due during an extreme weather emergency and to under-billed customers, which plans may include a five percent (5%) penalty for late payment (although the POLR may not charge a late fee). If you do not fulfill the terms of the payment arrangement or deferred payment plan, your REP may terminate service and an Affiliated REP or POLR may disconnect service. For details on these programs, see your Terms of Service Agreement or contact your REP. Financial and Energy Assistance. All REPs must advise their customers about payment assistance programs when customers express an inability to pay or need assistance with the bill payment. REPs must also offer level or average payment plans. A customer who uses food stamps, Medicaid, Aid to Families with Dependent Children or Supplemental Security Income from the TDHS or whose household income is not more than 125% of the federal poverty guidelines may 02-Energy Education.indd 9 4/10/2007 1:55:21 PM

10 10 qualify for energy assistance. See the Discounts for Low Income Customers section in this pamphlet for more details. Meter Testing. You may request from your REP a single meter test every four (4) years at no cost to you. If you request more than a single test during any four (4) year period and the meter is functioning properly, then you may be charged for the additional meter test(s) at the rate approved for your LWC. The LWC or REP will advise you of the test results, including the test date, testing person and, if applicable, the removal date of the meter. Disconnection of Electric Service Failure to Pay. For Customers who do not pay their electric bill by the due date, their REP may either terminate their electric service agreement or request the LWC to disconnect the electric service, after the expiration of a 10-day notice period. Termination of Service: If your payment for electric service is not received by the due date on your bill, your service agreement may be terminated. If you do not obtain electric service from another REP, your electric account may be dropped to the AREP pursuant to your area. Your REP will mail you a separate Termination Notice no earlier than the first day after the date your bill is due. The termination date will be no less than 10 days from the date the notice is issued. The final date your account balance is due may not fall on a holiday, weekend day, or any other day that the REP s personnel are not available to take payments. If payment is received, or satisfactory payment arrangements are made prior to the date of termination on the Termination Notice, your REP will continue to serve you under the Terms of Service in effect prior to issuance of the Termination Notice. Your REP cannot terminate your service for any of the following reasons: Failure to pay a bill owed to the Affiliated REP or the POLR (or to make a deferred payment arrangement by the date of disconnection); Failure to comply with the terms of a deferred payment agreement made with the Affiliated REP or the POLR; Using service in a manner that interferes with the service of others or the operations of non-standard equipment; Failure to pay a deposit required by the Affiliated REP or the POLR; or Failure of the guarantor to pay the amount guaranteed when the Affiliated REP or the POLR has a written agreement, signed by the guarantor, which allows for disconnection of the guarantor's service. Additionally, the Affiliated REP or the POLR may not disconnect your electric service: If it receives notification by the proposed disconnection date that an energy assistance provider will be forwarding sufficient payment on your behalf; For non-payment during an extreme weather emergency (and must further offer you a deferred payment plan for bills due during the emergency); or For non-payment if you inform the Affiliated REP or the POLR prior to the proposed disconnection date stated on the notice that you or another resident on the premises has a critical need for electric service. However, towards obtaining this last exemption listed immediately above, you must enter into a deferred payment plan with the Affiliated REP or the POLR and have the ill person's attending physician contact the Affiliated REP or the POLR and submit a written statement attesting to the necessity of electric service to support life. This exemption from disconnection due to illness or disability shall be in effect for sixty-three (63) days and may be applied for again after the sixty-three (63) days has expired and the deferred payment plan has been fulfilled. General Protections Do Not Call List. Consumers may register their name, address and telephone number to the statewide "Do Not Call List," which will help limit telemarketing calls to your home or business. You may register for the "Do Not Call List" in three ways: online at call toll-free at TXNOCAL ( ) or write to: Texas No Call, P.O. Box 313, E. Walpole, MA Language Availability. You may request to receive information from your REP in Spanish or any language in which you were solicited. Such information includes the Terms of Service Agreement, Your Rights as a Customer, bills and bill notices, termination and disconnection notices, information on new electric services, discount programs, promotions and access to customer assistance. Privacy Rights. REPs may not disclose or sell any confidential customer information, including: your name, address, account number, type or classification of service, historical electricity usage, expected patterns of use, types of facilities used in providing service, individual contract terms and conditions, price, current charges or billing records. This prohibition does not apply to the release of your information under certain circumstances as required by law (including release to the PUCT, an agent of your REP, credit reporting agencies, law enforcement agencies or an LWC). Your information will be shared with other retail REPs or aggregators only with your consent. Special Services. Your REP may offer special services for hearing-impaired customers and customers with disabilities. If you have a disability or require special assistance regarding your electric account, contact your REP about these special services. Power Outages and Emergency Contact Information TXU Electric Delivery (TXU Energy Service area) CenterPoint (Reliant Service area) or AEP Central (CPL Service area) Texas-New Mexico Power Company (First Choice Service area) AEP North (WTU Service Area) For all other Customer Service concerns or questions, please contact Stream Energy s Customer Service department at the following locations: Toll Free at: STREAM (78732) Fax Number: customerservice@streamenergy.net Mail: 1950 N. Stemmons Fwy., Ste. 6053, Dallas, TX Public Utility Commission of Texas 1701 North Congress Avenue P.O. Box Austin, Texas (toll-free) Restoration of Service. If your service has been disconnected by the Affiliated REP or the POLR for non-payment, upon satisfactory correction of the reasons for such disconnection the Affiliated REP or the POLR will notify your LWC to reconnect your service. The Affiliated REP or the POLR will continue to serve you under the Terms of Service Agreement in effect prior to issuance of the Notice of Disconnection. If your service was disconnected due to a dangerous situation, your service will be reconnected once you notify your REP or the POLR that you have corrected and satisfactorily resolved the dangerous situation. Disputes with Your Retail Electric Provider Complaint Resolution. Contact your REP if you have comments, questions or complaints about your service. Upon receipt of a complaint, your REP must investigate and notify you of its findings within twenty one (21) days. If you are dissatisfied with the results of this investigation, you may request a supervisory review, if available. Your REP must advise you of the results of the supervisory review within ten (10) business days of your request. If you are dissatisfied with the results of the investigation or supervisory review, you may file a complaint with the PUCT and the Office of the Attorney General, Consumer Protection Division. For a complaint involving a disputed bill, your REP may not initiate collection activities or termination/disconnection activities or report the delinquency to a credit reporting agency with respect to the disputed portion of the bill. However, after appropriate notice, your REP may send a Notice of Termination/Disconnection for non-payment of any undisputed portion of the bill. Reporting Outages. Your REP is responsible for providing you with the telephone number you may use to report outages or other emergencies. For your reference, this contact information is also provided at the end of this pamphlet. Page 2 of 4 02-Energy Education.indd 10 4/10/2007 1:55:24 PM

11 11 02-Energy Education.indd 11 4/10/2007 1:55:25 PM

12 12 Payment Options Stream Energy Pay Center Locator If you would like to make your energy payment in person, simply visit and use the Stream Energy Pay Center Locator to find a location in your local area where you can make your payment. If you choose to pay your bill with a money order, please have the money order made payable to the name of the Convenience Store or location you are paying at, rather than payable to Stream Energy. Automated Bank Draft The worry-free way to pay your energy bills. With this service, the amount of your monthly bill is automatically deducted from your bank account by Stream Energy. For verification purposes, the amount to be deducted will be sent to you before each withdrawal on your bill. There is no set-up fee nor a charge associated with this method of payment. To set up Automated Bank Draft, visit and download the ACH Recurring Debit Form. After filling it out, send it to Stream Energy, along with a voided check, to the following address: Stream Energy 1950 Stemmons Freeway, Suite 6053 Dallas, TX If you prefer, you may also fax this form to You may also set up recurring bank draft payments by visiting your bank and making arrangements through them. Payments are posted the same day to the Stream Energy customer s account. Stream Energy Web-Based Bill Payment For when you are running short on time to pay your bill. To use this method of payment, visit PLEASE NOTE: If you elect to pay your Stream Energy bill over the Internet by credit card, debit card or by check, there is an additional convenience charge of $4.50 collected by BillMatrix as the provider of this payment service. Payments are posted the same day to the Stream Energy customer s account. 02-Energy Education.indd 12 4/10/2007 1:55:26 PM

13 13 Stream Energy Over the Phone Bill Payment Pay your bill over the phone, by credit card, debit card or by check. To pay by phone, please call (800) PLEASE NOTE: If you elect to pay your Stream Energy bill over the phone there is an additional convenience charge of $4.50 collected by BillMatrix as the provider of this payment service. Payments are posted the same day to the Stream customer s account. Payment by Mail If paying by check or money order via the mail, please send all payments with your payment coupon to the following address: Stream Energy P.O. Box Dallas, Texas Stream Energy provides a self-addressed envelope with your bill to return your coupon and payment. To avoid late fees, please mail your payment at least three business days before the due date specified on your bill. Payment Through Financial Institution Online Bill Payment Many financial institutions such as major banks offer their customers the ability to pay their bills via their own online bill payment service. Normally, these services debit the customer s checking or savings account to pay the bill. Depending on the financial institution, they may or may not charge a fee for the service. Payments may take up to three business days to post to the Stream Energy customer s account. Please consult with your bank for more information. 02-Energy Education.indd 13 4/10/2007 1:55:26 PM