Table of Contents. Location and Service Hours Stay Connected Message From Your General Manager About Your Cooperative...

Transcription

1 MEMBER HANDBOOK

2 Table of Contents Location and Service Hours... 3 Stay Connected... 3 Message From Your General Manager... 4 About Your Cooperative... 5 Your Annual Meeting... 5 Capital Credits... 5 Your Board of Directors... 6 If Your Power Goes Out... 7 Billing Options... 8 Payment Options... 8 Meter Information... 9 Safety First...10 Planting Trees & Shrubs...11 Energy Services...13 Energy Tools...14 Residential Monthly Rates...15 Commercial Monthly Rates...16 Definitions...16 Schedule of Fees...17 Nondiscrimination Statement...18

3 Locations and Service Hours Operating hours are 8 AM to 5 PM, Monday through Friday, excluding major holidays. Routine and regular service work is performed during these office hours. Emergency service work is performed 24 hours a day, 7 days a week. HEADQUARTERS DISTRICT OFFICE 1525 North Rocky River Road 474 South Main Street Monroe, NC Oakboro, NC Fax: Fax: Stay Connected You can stay connected with us 24/7 and receive information about outages, services, news and programs that we offer. Connect with us on Social Media Keeping You Informed Every month, you will receive a copy of our newsletter, Cooperative Review, within Carolina Country magazine. 3

4 Message From Your General Manager Dear Member, Greg Andress Executive Vice President & General Manager On behalf of the Board of Directors and employees, we welcome you as a Union Power member. The Cooperative remains committed to providing you with the reliable and affordable service our members have always depended on. I encourage you to review this member handbook and visit our website, union-power.com, to learn about the benefits and privileges that come with your Union Power membership. You will also find information there about our subsidiary, Union Services. Our service rules and regulations, bylaws and a current rate schedule are available on our website, or you can call our office to request a copy. While co-op membership has many benefits, there are also responsibilities. As a Union Power member, you agree to: Comply with all aspects of the service agreement and agree to be bound by the Cooperative s Articles of Incorporation and Bylaws Furnish, without cost to the Cooperative, all necessary distribution easements and rights-of-way It is our mission to enhance the quality of life of our members and the communities we serve by delivering on our promise to provide safe, reliable electric power and energy services with exceptional value. You are now part of the Cooperative family, and we look forward to serving you! 4

5 About Your Cooperative Union Power Cooperative is an electric distribution cooperative headquartered in Monroe, NC. We serve more than 75,000 member accounts in Union, Stanly, Cabarrus, Mecklenburg and Rowan counties. The Cooperative is a not-for-profit organization incorporated in Your Annual Meeting Each year, the Cooperative holds a meeting to elect directors and update you on the business of your Cooperative. You will receive an official notice in the mail to inform you of the date and location of the meeting. Capital Credits - Being a Member Pays! Being a member of an electric cooperative entitles you to a share of the margins generated by the cooperative for the period of time you receive service. Each year, any margins (revenues in excess of expenses) generated by Union Power are proportionally allocated to you as capital credits and are held in an account in your name. Those margins are then reinvested into the cooperative for capital expansion, system improvements and on-going operations and maintenance activities. This reduces the amount of money being borrowed which helps keep rates as low as possible. Once the cooperative has met its financial requirements, and after a period of time, capital credits are returned (paid) to you. Capital credits may be paid to you in the form of a check or applied as a credit on your electric bill. Note: If you terminate service, it is your responsibility to maintain a correct mailing address with Union Power for purposes of future capital credit payments. 5

6 Your Board of Directors Union Power Cooperative s Board of Directors is elected by the members of the Cooperative and is entrusted to establish policies and procedures. Directors are elected to serve three-year terms and are comprised of representatives from six districts. Lee Roy Kirk, Jr. President District I David G. Hyatt Vice President District II Dent H. Turner, Jr. Secretary-Treasurer, District I Sherise Jones Asst. Secretary- Treasurer, District V Tom J. Caudle District II B. L. Starnes District III Neil W. Hasty District IV Carole P. Jones District IV Jim T. Hartsell District VI 6

7 If Your Power Goes Out To report a power outage, call It is important that your phone number be listed correctly on your account. Our outage reporting system recognizes the phone number being called from. However, if that phone number does not match our records, you will be instructed to enter additional information to help us identify the location of the problem. You may provide any one of the following items listed on your billing statement: Phone number Account number Meter number If you need to add or update your phone number, visit union-power.com and hover over the Member Center, then click update my account. Account set-up and login is required prior to accessing your online account. You may call our customer service department toll free at for assistance. Outage Updates 24/7 Visit union-power.com to view our Outage Map. The map updates automatically every minute and displays: Location of current outages by county Total number of outages Number of members affected Number of members whose power has been restored From our Home page, there are two ways to view the outage map: Click on the map image at the bottom of the Home page. OR Hover over the Outage Center box and then click on the words View Outage Map. 7

8 Billing Options Levelized Billing Members normally experience seasonal fluctuations in energy use throughout the year. The levelized bill is based on the average energy use for the most recent 12 months. The amount does not stay the same, but increases or decreases slightly each month as consumption changes. Budget Billing Based on the previous 12-month history, we determine a fixed dollar average. The average is billed each month until November. A new average is calculated each November with any overpayments or underpayments and increases or decreases in energy use figured into the new average for the next 12 months. E-Bills Go paperless and receive an electronically formatted version of your bill via . Pay Your Way This provides you with the tools to more closely monitor and adjust your daily energy use and gives you the control to pay how much you want. Pre-pay for your electricity and then track your daily use with online tools and get /text alerts that show daily use and account balances. Payment Options ACH Draft Payments Your account can be set up for automatic draft from your checking, savings or credit/ debit card account on the 1st, 10th or 20th of the month depending on your particular billing cycle and you ll no longer worry about missed or late payments. This option may be set up by calling our customer service department. Auto Pay Similar to automatic draft, you can use our Auto Pay option to personally manage your bank or credit card drafts and make changes at any time, giving you more flexibility to manage your payments. This option can only be set up through our Member Center on our website. Mobile App View your bills, make secure payments, manage your alerts and reminders, and even receive push notifications using the UPC mobile app with your iphone, ipad or Android device. Search Union Power Cooperative in the App Store or the Android Market. 8

9 Pay By Phone Use our automated system by calling and press 3. Note: A $5 service fee will be applied to bill payments made through a Customer Service Representative. Pay By Mail Use the address below to send your payment by mail. Include your payment stub and allow 5 to 7 business days for your payment to arrive. Union Power Cooperative, P.O. Box 63047, Charlotte, NC Pay In Person You may take your payment to one of the two office locations listed below. However, please do not mail your payment to these addresses North Rocky River Road 474 South Main Street Monroe, NC Oakboro, NC M - F, 8 AM - 5 PM M - F, 8 AM - 5 PM For more information, visit our Member Center at union-power.com to take advantage of other helpful services such as and text message alerts, account information changes, service requests and much more! Account set-up and login is required prior to accessing your online account. Meter Information Advanced Metering Infrastructure (AMI) is the very foundation of Union Power s grid modernization efforts. These upgrades to the electrical power distribution network result in enhanced services, two-way digital communications, near real-time meter reads and faster outage verifications. These tools provide better analysis and response between Union Power Cooperative and our members, resulting in exceptional member experiences. Meter Tampering Breaking a meter seal, opening a meter base, removing a meter or altering an entrance cable in any manner is meter tampering. Meter tampering is extremely dangerous and can result in electrical shock or even death. It is also illegal. Electric use that goes unbilled and/or unpaid increases the cost of electricity for all paying members of the Co-op. If you know of or suspect that someone has tampered with their meter, please contact Union Power immediately to report it. 9

10 Safety First Padmounted Transformers & Substations Obey warning signs and stay away from substations and padmounted transformers. If you see a padmounted transformer unlocked or open, or if you notice anything unusual at a substation, please call our office immediately. Overhead Lines Treat all lines as if they are energized and dangerous. Never assume a line is dead. Do not use aluminum ladders around power lines. Report any trees that have fallen on the power lines and stay away. Never pick up a wire or cable of any size. These situations are potentially hazardous, so take necessary precautions to keep others out of the area. Call Union Power immediately if you see a hazardous situation. Underground Lines If you plan to dig near any underground lines, please call the North Carolina One Call Center at 811 at least two business days (48 hours) before starting to dig. Union Power s lines, as well as all underground utility lines, will be properly located within that time frame to avoid damaging the underground facilities. Signs on Poles Any sign attached to a power pole is dangerous and illegal in North Carolina. Nails, tacks and rusty staples endanger linemen who climb these poles. Punctures to their insulated gloves could result in electrocution. Please do not affix signs to utility poles. Move Over Law The North Carolina Move Over law requires motorists approaching or passing any public service or utility vehicle that is operating a warning signal to reduce speed and move their vehicles into a nearby lane if possible. This includes electric utility vehicles stopped on roadway shoulders with flashing lights. If the roadway has only one lane for proceeding traffic, or if the approaching vehicle may not change lanes safely, the motorist must slow the vehicle and proceed at a reduced speed. Failure to do so can create a safety hazard for the workers and can result in a $500 fine for the driver of the vehicle. In 2012, legislators passed additional amendments to this law, which include the following: 1) Added telephone, cable, communications, and gas maintenance vehicles to the current law 2) Extended the protection to whenever the utility is working along the road rather than just during service restoration These amendments make it clear that this law protects utility crews at all times. Motorists should watch for utility service crews, comply with the law, slow down, and move over for utility service trucks. It could be a matter of life and death! 10

11 Planting Trees & Shrubs Trees and shrubs that grow into power lines can not only cause power outages and delay the restoration of power after an outage, but they can also be dangerous. If plants must be placed in the right-of-way, they should be a low-growing variety (species that grow no taller than 20 feet at maturity) and should be planted at the edge of the right-of-way and not directly under the wires. You may contact the Cooperative to receive a list of plant species that are suitable for planting in right-of-way areas. This list is available on our website under My Co-op, Right-of-Way. The Cooperative will remove and/or trim trees, on a cyclical basis, that are within the right-of-way area based on Cooperative specifications for proper and safe clearance. Call the Cooperative with any questions. 11

12 Planting Trees & Shrubs Planting trees and shrubs or placing obstructions around padmounted transformers and other Union Power padmounted equipment also creates problems. Appropriate clearance and permanent access to Union Power equipment is necessary at all times; guidelines for minimum required access distances to equipment are as follows: No closer than 10 feet on side of equipment with locked door No closer than 4 feet on all other sides Always call the North Carolina One Call Center at 811 before digging The distances below are needed to permit Cooperative personnel to safely access, operate and maintain the equipment. It is also important to note that padmounted transformers are cooled by air. Do not place any obstructions over or near a padmounted transformer. If obstructions block proper air circulation, the oil in the equipment may overheat, resulting in oil leakage and/or equipment failure, which can lead to power outages. Shrubs planted under meter bases can also pose a problem for Cooperative personnel. They will need to occasionally access your meter for routine maintenance and testing. Please remove or trim back shrubbery near your meter base. For more information about Union Power s vegetation management program or tree trimming practices, please call to speak with one of our certified arborists or visit our Right-of-Way page on our at union-power.com for a list of recommended right-of-way vegetation options. 12

13 Energy Services Daily Energy Data Through our Member Center on our website, you can view graphs of your home s daily energy usage. Solar/Wind Interconnection We assist residential members who are considering installing renewable energy generation, with the intent of selling excess power back to the Cooperative. The member must ensure the installation complies with the National Electric Code (NEC) and all applicable local codes (latest editions), and the system has been inspected and approved by the electric inspector that has legal jurisdiction. Energy Assessments We provide in-home residential energy assessments to help you manage your energy. We will conduct an analysis of energy use in your home and provide you with tips that can help your savings begin immediately. Security Lighting We offer outdoor lighting that will help you maintain a safe environment for you and your family. Heat Pump Financing We offer financing on a complete heat pump or dual-fuel hybrid heat pump system for an existing residential home. Go to union-power.com/heatpumpfinancing for more information. Usage Alerts Receive account alerts, reminders, and push notifications by using the UPC mobile app with your iphone, ipad or Android device. Search Union Power Cooperative in the App Store or the Android Market. 13

14 Energy Tools Energy Saving Calculators We have a number of energy saving calculators available on our website to help you manage your energy use and save you money. These calculators include lighting, water heating, heat pump, TV, appliance, and more. Home Energy Library Contains easy-to-understand explanations and examples for residential energy technologies. My Energy Report To receive a customized energy report analyzing your home s energy use, you must: have seven consecutive months of usage provide an address complete a home profile Results can be viewed online at any time. Weather Insights Based on the current weather and member-provided information noted in the Online Energy audit, Weather Insights forecasts your electric cost for your current bill statement. Visit the Member Center on our website to learn more about our energy efficiency programs and saving energy in your home. 14

15 Residential Monthly Rates (Effective as of April 1, 2015) General Service Rate* Available in all service territories. Applicable to farm, residential, small businesses, schools, churches and small community buildings and other single-phase service types. Monthly Rate Basic Facilities Charge...$27.50 per month Energy Charges Summer (June - October) All kwh... $ per kwh Winter (November - May) First 1,000 kwh... $ per kwh All other kwh... $ per kwh Residential All-Electric Service Rate* Available in all service territories. Applicable to residential members, mobile homes or individually metered apartments only. Monthly Rate Basic Facilities Charge...$27.50 per month Energy Charges... Summer (June - October) All kwh... $ per kwh Winter (November - May) First 500 kwh... $ per kwh All other kwh... $ per kwh Pay Your Way Pre-pay Rate* There are no disconnect or reconnect fees. However, if the account is disconnected and goes inactive for 7 business days, the following fees will be applied again to reconnect service. Disconnects and reconnects are performed automatically so it is up to you to manage your account and make sure that you always have available funds to use. It is highly recommended that you always keep at least a minimum of $10 on your account to avoid having your service automatically disconnected. If your account is disconnected because there is no money on your account, please note that it can take up to 15 minutes to be reconnected once a payment is made. Pay Your Way accounts are not eligible for payment arrangements. Monthly Rate Fees Basic Facilities Charge... $30.50 per month Connection Fee... $25.00 General Service Rate... $ per kwh Minimum Purchase... $50.00 Res. All-Electric Service Rate... $ per kwh *Applicable riders, including those associated with the North Carolina Renewable Energy and Energy Efficiency Portfolio Standard (REPS) and the Wholesale Power Cost Adjustment (WPCA) may apply. Visit union-power.com for a full schedule of all Union Power s Rates and Riders. 15

16 Commercial Monthly Rates (Effective as of April 1, 2015) Commercial Service Rate* There are three basic billing components of the Commercial Service Rate: Monthly Rate Basic Facilities Charge...$75.00 per month Billing Demand Charges First 25 kw...$0.00 per kw All kw over 25 kw...$7.65 per kw Energy Charges First 3,000 kwh... $ per kwh Next 3,000 kwh... $ per kwh Next 6,000 kwh... $ per kwh Next 12,000 kwh... $ per kwh All kwh over 24, $ per kwh *Applicable riders, including those associated with the North Carolina Renewable Energy and Energy Efficiency Portfolio Standard (REPS) and the Wholesale Power Cost Adjustment (WPCA) may apply. Visit union-power.com for a full schedule of all Union Power s Rates and Riders. Definitions Basic Facilities Charge The Cooperative s fixed monthly cost that occurs regardless of the amount of energy purchased or sold. This includes the meter, monthly meter reading, rendering of the bill and bill remittance processing, the operation of the phone system, the staffing of the offices and most importantly, an outage system to provide for 24-hour emergency service for power restoration and repairs. The basic facilities charge is included in your energy charge. Energy Charge The costs that vary with the overall amount of electricity consumed. Energy is measured in kilowatt-hours (kwh). NC Sales Tax North Carolina applicable sales tax rate is applied to all charges, including energy charges, WPCA charges, yard lights, etc. Wholesale Power Cost Adjustment (WPCA) The correction or modification on a member s monthly electric bill designed to compensate for monthly fluctuations in wholesale power costs not covered in the basic rate structure. Riders The following riders may apply to service supplied under the General Service Rate and the Residential All-Electric Service Rate. The current cents/kwh rider charge or credit must be added or subtracted to the cents/kwh rates shown on your monthly bill. Renewable Energy Portfolio Standard (REPS) Rider A state mandated rate adjusted annually to recover the Cooperative s developmental and incremental costs incurred during the year to comply with North Carolina General Statute and North Carolina Utilities Commission Rule R8-67. Energy Efficiency Rider The monthly energy efficiency fee added to your energy charge to cover energy efficiency programs. 16

17 Schedule of Fees* Description Amount Security Deposit (residential)...$0, $175, $375 (Charges Vary) Security Deposit (commercial)...2 months estimated bill Security Deposit Interest Rate (residential & commercial)...varies Activation Fee...$25 Line Relocations...At Cost Conversion of existing overhead...call for current fee (underground service) Aid-To-Construction...At Cost Late Payment Charge...$5 or 1.5% of past due balance (if greater) Trip Charge...$25 Returned Check...$25 Meter Test...$75 (Charge will be refunded if meter s margin of error is greater than 2%) Reconnect Charge...$50 (collected in advance) (8 AM to 4 PM, M - F, excluding holidays) Reconnect Charge...$100 (collected in advance) (4 PM to 9 PM, M - F, weekends and holidays) Meter Tampering...$250 (plus cost to repair damage) (1st offense) Meter Tampering...$500 (plus cost to repair damage) (2nd and subsequent violations). *Subject to change 17

18 Nondiscrimination Statement In accordance with Federal civil rights law and U.S. Department of Agriculture (USDA) civil rights regulations and policies, the USDA, its Agencies, offices, and employees, and institutions participating in or administering USDA programs are prohibited from discriminating based on race, color, national origin, religion, sex, gender identity (including gender expression), sexual orientation, disability, age, marital status, family/ parental status, income derived from a public assistance program, political beliefs, or reprisal or retaliation for prior civil rights activity, in any program or activity conducted or funded by USDA (not all bases apply to all programs). Remedies and complaint filing deadlines vary by program or incident. Persons with disabilities who require alternative means of communication for program information (e.g., Braille, large print, audiotape, American Sign Language, etc.) should contact the responsible Agency or USDA s TARGET Center at (202) (voice and TTY) or contact USDA through the Federal Relay Service at (800) Additionally, program information may be made available in languages other than English. To file a program discrimination complaint, complete the USDA Program Discrimination Complaint Form, AD-3027, found online at complaint_filing_cust.html and at any USDA office or write a letter addressed to USDA and provide in the letter all of the information requested in the form. To request a copy of the complaint form, call (866) Submit your completed form or letter to USDA by: (1) mail: U.S. Department of Agriculture Office of the Assistant Secretary for Civil Rights 1400 Independence Avenue, SW Washington, D.C ; (2) fax: (202) ; or (3) program.intake@usda.gov This institution is an equal opportunity provider. 18

19 P.O. Box 5014 Monroe, North Carolina or union-power.com v1