CENTRAL N.H. ELECTRIC COOPERATIVE, INC.

SAMPLE FORM #21

CANCELLING NMPSC SHEET NO. 97

RESIDENTIAL CUSTOMER RIGHTS AND RESPONSIBILITIES

FOR ltJnrc --.£Mll/.!;lI.!;, ___ O;\J

~~~.c Fain Lawson. Manager Advice Notice ::z. 2. .............

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,iltESIDENTIAL aJSTomR RIG1!TS A~~!) RF.SPO~~S!B!!.!'!'!ES

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As a member of the Cooperative. you have certain rig~ts anc , ,.-... .:, ~;. -- -. --. ~ ,~ -'

responsibilities s.et forth 1n- the· Cooperative • s articles 0: • incorporation ·and bylaws. by w.ii-c:b. you are "bound. l-1itbo1,;~ atte~?'.:­

ing to summarize ,,1.1 -of 'tbese -mtters',~tbe 1IIOS·t ·ilnportar\~ is

your right to exercise the Jlrivilege of voting; '.s a cooperative •

we earnestly solicity your active participation. O~r business

and affairs are managed by a Boare of Trustees, e!ectec by anc

from our membership.

In addition. the Cooperative ~s ~ubject to tbe genera: .

jurisdiction of the Mew Mexicof\!';)!ic' Service Co!!U!'.ission . ("Co"!'­

mission"). Because of this regulation. 'ole . are re~uiree to i!r.­

plement certain procedures ane to aevise you concerning c('r:.:!~.n

information. "!'his notice is beingllrovieec in accoreancc U:. ':'"t

the Commission's General Order ~o. 34 anc on!y app:ies ~o re~~-

dential customer services.

We summarize below many 0: the principa! areas covcrec ~y

General Or.der No. 34 and OUT. tari~f 5 ap~rovec !>y the C~~':':.~ s ':"o!: .

\ole have on file and wil! provi.ce you eccess to e CO?Y c: Gc:~e" .. ~::'

Order Ho. 34 and our current ap?:ice';):e ra~es.· ru:es 2.!1.' r.e:~:!::':!":

tions. We ~lso_maintain up-to-eatc ~2?S. p!~n~ ~nc re~o~c~ o~

our systeT:!. and cen furnish yo~ \Ji'.:~ ()t~cr ~c:?~u~ :"n:o!'~~i.~';:.t'~,.

'l'he sutDm~iY is only that, nne i! you ~'H!'l~ t:ue~~ion~ or f~'!;:':.!;! -""'---.

to sec t:~e bylaws, rules, reg!!:ati.ons an.:! tar.:'==s e.?;~r-=-':~."':':! ~('

your service, please ask nf'!C'r:.~r.r 0= our#!".;l!\aee~en'.: tc~::.,

Further I we stand ready '.:0 ess!.st· 'jou i.n r.c!ec'.:in?, L'~ L'~~''':C'­'-priate rate tariff. if more than one :..s avai!a~!e. 1l!1r. '.:'.) :',:".!;'.:::!'

your questions concerning th~t tariff. Q: course, yo~ c~~ ~~­

spect your customer records upon reasona~!~ noti,!i.CAti.on p.~f. ~:

you desir~. obtain a co~y; if a mistake is brou~~'.: to o~~ a::e~-

tion end the matter is not in cispu'.:e, 'We s~a:: co!"rcc: :':r: "::-;::-.

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First, we need to define n fey terms usee in Cenera! Orcer

No. 34 and our practices under that directiv~.

An~.·!estimate~ b11r'J.s our b~U:ifl..E ~o 3'ou.,~ich is no~ based

on an actu$l reading of your Deter, or other measuring cev~ce, "" ::"z"" -.... ._"";

for the p~J;iod billed. 'The bill form ineicates on its face ,,,~,et~c!

it 1s based np~n an actual or estimated re~ding. I

A C!ultomer 11 " ehronicallv c:1eH.nguent" 1f he or she ,curing ::- ,<

the prior 12 months (i) has been discontinuec for non-payment or

(ii) has not paid a bill by the date that a subsequent bill is

rendered on 3 or more occasions. A bill is renderec w~en it is

mailed or ~ersonally delivered.

A bill is "delinquent" if it is not paid in full !>y the cue

iiate of the bill. The "due date" is stated on the bill line is

at least 20 days after mailing or personal delivery.

As a matter of convenience, Yc have divicec this su~~~ry

of your rig'hts and responsibilities in~o su!>;ect matters. So!!'c ,t'·' - ~ subject aatters are interrelated w~th others and. agn~n. yo'..! 5;0'..1:('

consult the documents on file lis tee e~ove. for a !ul!er exp:en-

ation: 'and to answer any questions.

\\bout' your bill

The Cooperative renders (ma~!s or personally cclivers) e.

bill to you for' each billing period. !\.'e !>il! .al1 0= o'.:!' ref:i-

dential customers on the same cay o~ eac~ ~:':ling Tle~i.cc~. ~ ::.~t'

bill our residential customers on a ~:'!::'ng cyc:t>, or 0:: r,:.:',:C'-::-

e,nt days bu"t-.on or about the same c.ey 0= eac~ ~i~.:ing t)e!':'o~·,

If the Cooperative significant:y :!::ers a !>:'::ing cyc!e, YC ~'1':<~,

notify those affected.)

The bill 1~emi?e3 inform~!:'on for,Xou to eete~:'ne t~e ~:::-

inz perio!l~ the amount of energy consu!:!ec and the amo'..!"l~ ~"C·.~ ~~.~:',

among other helpful information. !! there is :!ny t:uest:'on, yo~~

should prol'lptly .advise us. Ot.!r equipment t!oes occasic::~::y ~~~l'

a mistake. Which yeo of course, a:tc~p! to correct be!ore t::~

bill is rendered.

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Your bill 1.s based upon your usage under an~pplicable rate

tariff. ~~ cenera~~i~hetarlf£ provides.for a_~nimum charge

regardless of usage [.a customer service -charge] and,. charge

for energy consumed. t:ont~ct us for.particulars. ·as rates

periodically ehange.

The Cooperative's bill. like those of other utilities in

.New Mexico, contains one adjustment c1ause...Like the gre.at

majority of other States, New .lexico permits recovery of ' changes

in costs of purchased power and energy and fuel incurred by the

Cooperative. This is to assure the stability of necessary

revenues When these costs are rising. permit prompt credits to

you when th.ese costs are falling and ease the regulatory costs.

for which you pay in taxes and rates. The acjustment is co:np~tec

on a dollar per kvh basis using the incremental cost, with a

balancing account to adjust for under-collection or over-co!!ecti~~ --and to serve as a mechanism to smooth-out revenue coiiec""fi.ons.

thus preventing severe fluctuations in the monthly r~venue

requirement. ~~ collect only the incrementa! costs~ anc. not any

margin or profit; due to the lag in collections, we. anc not

you, bear the time loss of money. Your Board of Trustees be!ic\'C'!:

that this adjustoent clause is vital to tne financial hca!th of

yo~r Cooperative.

If yO'.1 are on a budget 'pnY!!Ient plan, your·bill \d'!.l shot: the

actual charges incurred for the current billing perioc. t!1c b\!cr,c: -

amount due and the amount of any credit or arre:!ragc.

Your .12.il1 is due in full on or before the c!\!e ca~e a~~t'c:!:'r:::.

on the bill, which is at least 20 days after ren~itio~. !: nc:

paid in full by the due date, your bil!i~ ie~i.nqucnt. If t~:: :~!;::

Gay for payt:lent falls on a Suncay, 'lega!-ho!icay Dr any o:~e! eel;;

when our .payment offices are not open to t~c general P~!~ ~:'c t ~'1c

final payment day is extended through the next b~!sinc~s t!~y. !·n:.~-

ments are deemed made when received in our o!f:'cc:s or post c~f:"cr!

boy. or other address designated on t~c bi!l as p.n p.ccrcss :!~ t':: :'c'-:

you Day pay your bill. If you make p:!yment to ~ p!:!cc o:~~!' ....... --

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-thedeslgna-tedplace -ana llave received:' aisconnect notice, you

.ust immediately l.nfo'tm uS--tlt the:time of-payment 80 that we can

-.ctto -void the --:aisconnectcnotice ~ -~,

Z:'!f your-payments -exceed your'biU, we ~re,Ut: -'the excess and

if the excess is $10 or more, you can request 8 refund of the

-excess.

lInlike other businesses; . 'Your Cooperative aoes !lot ass-ess a ;~' ~I

£inance Charge or penalty upon delinquent arnounts~ Bowever, you

and other~embers viII bear in the rates the Cooperative's cost

of carrying -indebtedness; reme-i:tber, our costs have alreaey been

incurred in rendering the service before you are ever ~elin~uent

and if you are delinquent. others (anc you later) are bea:::-ing

your costs.

A word concerning estimated bills. l~ reneer estimater.

bills (Which are shown -to be estimated upon the billing) wben

(a) we are unable to~obtain access to youropremises without our

fault or ~ere you make ~ter reading unnecessarily dif=icu~~,

(b) a meter is defective or has been evidently tampered vit~ or

bypassed or (c) weather conditions prohibit ~eter rendings or

where other "force tnnjeure" conditions exi:;t. Then, ~1£, p.t~e~~~

to contact you and obtain access _or undertakc alternative 1tC~~OCS

to obtain a reading. We keep recorcs of these ~~tters.

Unles~ you have agreed, we do not estimate an initial or

a final bill for service and, without prior noti!ication to t~~

Commission. we do-not render a ~il1 based upon esti~atcd ~sa~e

for more than 2 consecutive billing periods. If we unferesti~~;l!:t'(l ,

your usage and subsequently seek to correcttbe bi! 2. you !!'~y,

with regard to the undet'estim<!ted m!!oun~, participatc in ~!1 5.r-o-

stallment payment plan. o.

{1-1ith our prior agreement. you "'~y reac and report yo'.!r (I'om

usage as long as sucb usage is reportee! on a regular lind ~cct!r.l~{,

basis. J tThe tariff provides for you to read and report yo'.!r

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usage upon ,- regul_ar and accuratebnsls. 1 The report for yO'.1 '-

to send b- prOvided by us. tie may still -(and' mUs t at leas t

,annually) read your IIletcr, and ma.y estimate a billing in event

. you fail to timely and accurately report ~he self-reading.

About"budget Payment plans.

The Cooperative.has always been attentive to y~~rob!e~s - '-~I

~n budgetting for energy consumption. ~our ~rustees are !onsu-

mers too.

Along·this line, you may be ~nterested in our budget pay­

ment plan, Which provides you with a method of levelizing your

bills, and 1s designed to avoid the accumulation o~ an unpaid

balance Which will be burdensome to pay 1n a single payment., To

be eligible, you must be then either currc~t in payment or have

entered into, and be complying with a settle~ent agreement.

Should you become chronically delinquent in failing to pay the

amount specified in the budget payment plan, you may be removec

frorn the plan and the plan may be with~eld for up to 12 succecc­

ing months. The computation of a budget payment plan is basec

upon a prospective 12 months perioc anc is specific to eac~\

residential consumer. COntract us for more information.

About security deposits an::! puarantces

In order to protect all OUT ~~m~ers, it !5_so~et~I!lPs neces­

sary to require a security depos~t or other gUl'!rp.ntce of payl'lc~t:

as a condition of ne,., or continued service. Thc Cooperative m:!y

require such a deposit or guar:mtee for service (i) te> ~ CHsto"'..:'r =

whom it h3s not previously served and ,,~ho has not establi!';:!eL~ an

acceptable credit rating, (ii) a chronica'!!y delinquent CU!;~o·:1.:r.

(iii) follo~ling :l discontinuance of. serv~ce or (iv) if a custO:1-

er, in an unauthorized llIanner ,has interferred llith or d~.vcr!:~LI

service on, about delivered to his or her resir.encc.

A neu consumer ~ay establish an acceptab!e credit r~~~~z

in any -reasonaQle manner. such as t;e fol1o~-ling:

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(a) owning or purchasing a home.

(b.) regular full ~ime employmen~ ,for at least one year; · . (c) adequate regular source of income;

(d) adequate credit. ~eferences from a commercial crec:'t

source or. utility Where he or she had prior utility service.

If an acceptable credit rating is not established but a customer

can demonstrate ~h.t he or ahe does .not have .dequate ftnancia!

resources to pay the security deposit because he or she has a

low income and is ~lderly. disablecl or subject to other spec:'al

considerations, the Cooperative will give special consideration

in determining Whether and in what amount a security deposit

will be charged. Where a prospective customer received service

under the name of.a spouse but cannot establish an accepta~ie

credit rating. the Cooperative may consider prior service to

that spouse in determining the amount. if any. of a security

deposit.

A security deposit will not exceed 1/6th of a customer's

estimated annual billings or 150% of his or her estimatee t!!a)::'I":':~

monthly hill. as determinec by the Cooperative.

A deposit bears simple interest at the rate of 97. per e!l~~l~

to the date it is returned. service is terminated or the refunc

is mailed. A customer who has not been chronically c.c~in~ue!lt

for 12 months from the date of deposit or guarantee receivc~ a

creditor refund for the deposit plus interest. or is pc:::!'"_it~e,~

to teI1!linate the guarantee. If the a!Do'_mt of the deposit e:-:~t:e"~

the current bill by more than SID, .the com::um~r T!i~y rCC:t~e!'::: ~ ,

refund of the excess. If a consu!?cr fails to Clua~i:y 0:1 ':~C' ':i.!."!:':

anniversary cate. we reviet·7 the account' on each next s'..!ccc~c'i·:'3

..anniversary date and if the custoocr has not been ce~-=-!;q:,:er.~ (\,~~~ ~ ing the preceding 12 1!lonths. creclit the deposit. A co~s'.!;.('!." ;.:'?

request a refund at any time after 12 mont~s anc the COOfl~':'~' .'.-.

will ref)Jnd if .he or she has not becn c~ro!lica!.!y cc1inq'~c:~:

during the prior 12 month perioc, or 1II2y pay such l! re~un:' :.~ :'~L'

absence of a request within a ieason3~le perioe 0= ti~c.

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1-1here • security deposit is required, you wi!. 1 receive a

receipt .'lfthe ~eceipt is lost, ':we have "roc'"edures "'to account

for theaeposit. ,According to law, deposits remilining'Unc!~iMe{:

for bore than 10 years after termination of service for w~ic~ t~e

aepositwas-.de are presumed abandoned.

If you have a question or com~!nint i ,

~st inquiries that we receive are informational requests,

not complaints. ~ have an internal proce~ure for the prompt,

~fficient and thorough receipt, investigation and, Where Possi~!e,

resolution of inquiries,·disputes, service re~uests ane comp!e.ints.

In this regard: :

A. We are prepared at a!! times euring norma! bus {ness

hours to receive your inquiries, cisputes, service re~ue$ts anr.

complaints.

B. We have qualified personne! availa~!e ane preparec

to respond, and to negotiate appropriate settlement e~reeme~ts. ~t

all reasonable times during norma! !>usiness hours.

c. We shall make rep.sona~le arrangements if you nre

unable to communicate in the Eng!is~ !ang~age to receive ass:st-

ance.

D. ~~ provide qua1ifie~ person~e! or ot~cr reilso~~~:c

means at all times to receive :.m~ initiate re~;>o~~I.~ to yo'.!!' co:~-

tact regart!ing an emergency com!:!. tion in'}o! vi'1g o'.!r ~crv~.ce.

Your bill contains the adc!res!: w~ere yo~! !!'~ .... y ~.nit:"i:tc I"!'!. 7.!'!.-

qqiry or a eMplaint. 'ole sh:ll:, 0-:: course, llc'5l!!:'.: ~::.!:!: ·.h::c'l C~L'

incorrect due to roeter or billing erro~s .

. OccaSionally, there is .a ,!!!cstion cot:!cernin; the E'.cc;.:~~c: ..

of your meter and hot., you can rcn(~ yo'.!r· ·meter. !f yot! (,'(!Os :'re :0

read your own meter and need ass:'s';:tnce,,"ye have li!:er~~~!,:,e 0::

qUtllified personnel to respond to st!c!\ an inC1u:!.ry. At yo'.!r l"C'-

q1lest, we shnll test your meter ,at ,·f.1ich ti'"\c yo'.! !!!::!y '!>e !,ri?~~~:

so long as ,you indicate your ccsirc n: !:~c ti~c o~ :he ~e~~c$~.

If the meter has been tes ted \7i t~i!\ t~e nrcv:'c'.lS : 3 '!":on ::~£, ~ ... :.:

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may charge you according to the filed tari!fs, ~ut you are en­

titled to a refund of that charge whenever the meter proves to

be in excess of 2% in . error • '%'here is no charge-for Dur tcs !:in~

~f your meter if it has 'not been tested~n the previous 18 ~ont~s.

We report the results of the test within a reasonable time after

.completion of the test.

You may advise us that you dispute your charges, by Jr!ttcn

notice, telephone or in person. If your advice ~sby telep~one

~r in person, you DUst give written notice within five cays. !n

any event, you must pay the undisputed amount within five cays

after a~vising us of the dispute. If you give us notice of a dis­

pute after receiving a disconnection notice. anc u~ere less t~nn

S days remain to the date on Yhic~ cisconnection is to occur, your

notice and payment of the undisputec amount must be received prior

to the date on which disconnection is to occur.

If we cannot DUtually agree upon the portion of your charges

not disputed, based upon prior consumption history,weather varin­

tions, the nature of the dispute anc! other pertinent factor!:, )'C':J

must pay an, amount equal to 90Z of the average month!y cor:s'..!~~t:!.O~l

during the preceding year for the 3 ~ont~ perioc which br?c~e!:s

the month in controversy, for your own consu~~tion or, as the c~!:c

istics. t<lrlen the dispute is res o! vee, e.ny .:!y.ces s payT!"en'~ t-:~.:: ~c

credited to your account or, 1: it exccccs $~ .. ~ ~!'te y(\~ . ..!:-!) rC!1'a.:'='~~~. ---..

'\1ill be refurrded. You must, hOHever, ~H!y ~~C! t.mc'ispt~~ec

~aive your !ight to continued serv~cC!.

t·le attempt to resolve displ!tcsby :ln~ tcc~nique re~sonc."<'.y

conducive, such as by telephone, pcrsona-!'·rncetings anc~ on-s:.:c

visits. llc ask your cooperation.

If your cOt!lplaint ·cannot be reso!vec to t~c parties' !r.1..!t~!:~:

satisfaction. an informal cOl:\plaint may be !i!e~ \7:'t~ t~\e ~O~-

mission. at,

Bataan tfemo"Cia~ ~l.!ilcine Snnta Fe, t!C\" ~~e:dco 37;;0: (505) 821-2821

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If ~ c~pla~nt ~s ~ot filed ~it~ ~he £ommission uithin 7 cays.

~~heCoopera~ive ~y implement or continue procedures to ciscon­

- tinu(! service.

The Co1!lD1ission vill ~ot llorma!1yaccept your complaint unti! ,,~'!'

you have aade • ·~ood 'faith effort to Tesolve :theeo~t cirect!)'

--}lith the Cooperative., • • An informal -complaint should be ..i.n writing but may be in-

itiated by telephone or in ~erson, and ~uststate your name nne

address, our name. the nature of the original complaint in c:ear

and concise manner, the relief requester!, 'Whether you have purs',:,",,'

the available remedies with us, and such other information as is

required under the Commission's Ru!e 9 uncer Geneial Oreer Ro,_ !

(a copy of ~ich can be obtained from the Commission). !f your

informal complaint is initial!y deficient, a mem~er of the Co~~~s-

8ion staff .is to contact you to attempt to obtain the ~issi~Z c~tn_

Thereafter, your informalcomp!aint is reviewed on the COT~:!..SS:!..~~

staff level. that staff notifyinB both you anc ourselves 0: :he

results of its investigation, anc if either you or ourselves nre

'dissatisfied. an informal conference may be requested or yo~ ~ay

file e formal cooplaint in accoreance wi t~ Rule 9 o! t'1c C~~':'.:,!:!::' ~ •.• -

, General Order No.1. Once you fi:e a forT.a: cO~l?::'aint t':~': \:e '1:-,'..~.

been notified. the 'Cooperative cannot ciscontim.:c service or :"s.s':, ..

a notice of discontinuance relative to t~e 1!'Zltter in C'::"S?:..l":C. r>P!'<"-

ing determination •

We.hop~ th~t we do not h~ve ~ cis~grce~c~t or t~A~ ~~y t~s-

agreccent can be resolved within the cooperlttivc ~:!~!~y. :n

:those rare circumstances 'Where t~e Commission III'.1S:: beCCll!:e :'~vo~,v·:: ~.

you should consult Commission Ccnc~~! Orlcr Nos. 1 ~n~ ~L ~o:. ~

fuller explanation of your rig~ts anc rcspons~biliticr..

About discontinuance of service • • •

In certain circumstances, the Cooperative may be :'orcc~ :~

disc:ontinucservice to a consuoer. The fo::o~~:'~g tP.'-':c se:s ::~.!,:'-.

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the reason for a discontinuance ane '!:he 'flot:':ce, !:f any.rc<!uiri!(!:

ttEASON

(l) hazardous condition

(2)~e ~f' equipment -in 'Such 1I'.anner ·as to-ed­

,.ersely1!l.ffect 'OUr equipment -or service to

others

(3) ta1!l.pering v1th.~a1!laging or deliberate!y

destroying Cooperative equipment

(4) unauthorized use of service

(5) non-payment of delinquent account

(6) failure to post security deposit or guarantee

(7) failure to comply with settlement egreement

(8) refusal to grant access at reasonable time

to premises

(9) failure to furnish or withdrawal of e~uip­

eent or permits specified as concition to

service

(10) violation of and/or non-co~pliance w~t~ r~!es

on file and approved by the Commission

(11) failure to fulfill contra~tual ob!igations

.other than settlement agreements

(2) temporary:' foroperatio'lll:!.. main~enance •.

hea~th. 'Safety or emergency

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none

none

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~5 cays

:5 cays

7 cays

;. ct'.ys

:. c a"./s

3 cays

Ilnere notice is required, the Cooperative w;" eive no~icc ~~ .,.' .. --. .

:accordance with General Order ~o. 3/, ant: i~s tari~~: ::.:e \::' I and approved by the Conunission. != act.~s:o"'er ~as a!"!y ~~~t:~:::'~::. '

'should promptly advise the Coo~er~tive.

tinue service. These are:

(a) Failure to p~y for special service ~rov:'('c:c' t:':'.c··.

is not suhject to a tariff •

(b) Failure 'to pl!y ~or service reccivee lit l2 s(,~::-'''::::· • " I ~ 1I:ctering point, residence or location. ~o\,:c'lcr. i= !:~lC: 0'::-"':'::

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service is discontinued or terminated, the Cooperative may

~,trans-fer ,;any,..npald balance to your ac.coun.ta;nd discontinue yo'.!!'

,service on that account for non-payment.

Cc) .' Failure to pay for a different class of service

. .atthe same or ,·different location •

. (~) Non-:-payment of the t:!isputed .portion of the bi!! E

~ou have paid tb. fton-di.p~to~ portion and fo11ow ~h. *Dmp~8int

"rocedure.

(e) Delinquency in payment for services to a previous

occupant unless either a court cetermines that you are lia~:e O!'

the previous occupant continues to reside at your premises.

(f) Failure to pay the bi!!. of another consumer, \~~:'C~1

you have guaranteed.

(g) Failure to pay an estimated bill rendered in v~o-

1ation of Ceneral Order No. 34.

If the Cooperative gives notice of ciscontinuance ~cc~u~e 0:­

non-pa~ent of a delinquent account. or failure to pos t a sect:r::' ':.y

deposit or guarantee, the notice vill contain a rec~tati6~ o~ Po

number of rights and responsi~i!ities. w~ic!'t shoule! ~e c8rc:t:::y

reviewed because We do not !u!!y summari?e t!'te conte~t£ 0: St~C~

notice here. We do, however; co!! to your ::!ttcntion s?cci:.ic~': :::

that, as the notice st~~cs. we s!'tal: not t::'sco'!"!!:in'.!e SErv:'c.:' t,.,

any residence in which there resi~es ~ seriously ill ~~!'s~~ O~

least 2.eel)"s prior to the p!"opo!:cc service r:.scon:i::'..·."'l~CC r..:''.:e ....... indicated in the notice, O1..!r personnr.: t.esienl!:ec~ in ~:,c ::o::.c:~

receives the original or true CO?y of a certi:icn!:e :!,(I:~ t!

practitioner of

notice -Or other

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the he aline L!rts. on !'orms provicec \1:' ~'1 ~':c . .. .. - ~

suitable forms. s:~ting t!'tat eiSc('n!:7.:1'..·.;~nc,. or:

service might end:mger the pr.r~on's life, ane tl-tnt t:'.!S'.:C'':':~:­

demonst'iatcs to Gur designated llersonne! in ,.ri!:in~, or: fn!''!".s

1>rovided with the notice of ot~er $uit:1~!e :!or!!!s, t~~i1t ~c 0:: ~' .• :

does not have adequate finn!lci::!'l resources to ,~y t~c 1.!'.::::' :.'.::-'

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i i i I i !

-charges 'When 'C1ue.-vhether...or not "'the ~orr·ectness of the cha.rges

are subject to bona fide dispute.Dnce a consumer has ~ecn

qualified.-the forms will be ade~uate to de!ay eiscontinuancc

for at least 30 days and. at our option, for up to !2C cays or

longer; we notify the qualified customer of the duration o~ , qua11f~cfttlon without further certi!ication ane~y rcq~ire

additional certification if the circumstances ·cm'vh!c~ t~e

certification is based appear to have changee.

We take steps to communicate, by te!ephone or persona! co~-

tnct. at least 2 days prior to actua! cate of £iscontinuecne. in

order to obtain payment of ee~inquent accounts. '!'he elT'p!oyee

giving this subsequent notice or sent to disconnect s~o'.!!c ·~e ::.~".

formed by you or members of your householc! regareing eny resicc:r:".:· >i

seriously ill or life endangering hea!thconcition, such as

physical "disablement. frailty or.acvancec age. Such :!.n:or~e~~o~ " . "

is to be:relayed to an e~p!oyce w~o ~ay ce!ey t~e cisco~~cc~ ~: ;~

is apparent that the necessary certification ui.!!~e p!"ov:.c('('" .f

Payment to our employee sent to disconnect v':"!! pr.~=:::: t':!e c'is-

connection.

If ~ou have indicated to :us an ina',)i.:i.t;y to pay yo'.:.!' c~,t'"r~(·,~

and have-not been chronical!y c~~in~uent, we s~c!! e:~~~?~ to

arr3nge an installment payment p!an. D.nC s~a:~ no~ ei$CC~~::~"'·.l,.C-

service pencing such ncgotiati.o~s.

If you contend that a pro?oser. inst~::~er.~ ?cy~~~:: ~:~~ ~~

. unreasonable. or Il chArge is no~ cue en!:' O\I:'ng. or yc ... ~ ~"vc !~:. •

be reviewed by the Coopera!.:ivc's !!!~mt!ge~e!ltf a!:er 2.'; :~~!:: :' c::::·:

notice to yoursel!, and ve $~e:~ "no:: ciscontinue se!"v:'cc T'\P"'I""·"o -, . - .... ~ .-.

such review.

Except for emergency di.scontin~nnce. C!isco~ti!'l~~~CC :.~

and not less than 24 hours prior to t\ ho::'c~y or ' ... ee'<e~c.: .:~.:(.,:c;

, I • c , I I , • -. : ~

,avaHable to sestor.e .ervice upon :payment ,cuting a holicay or ,,'ee',.

end.

Disc~ntinuance for non-payment is regarcec by us as a s~vere

remedy vhichwe ,resort,1;C? _~ly when !!eces.sary~. Helping us \~':":l

'help .,ourself.

About restorati~n •

aen 'the caUiefor -dbcontinuQnce has beQn.limina~tcc:!, app:i-

'cable restoration orreconnectioncharges (whicn'~ill not exceec.

actual cost. subject to the minimum provided in the filee tariff)

and, if required, satisfactory cree!t arrangements have been ~~ce.

and your ~equest, we use reasonable efforts to restore service

the same day and, in a.ny event, no later than the next folloHi.n!> . ....

working day. Service is reestablishee within 12 hours 0: receipt

of proper' certification that a seriously ill perso~r a person ~

whose life may be endangered by eiscontinuance resides in your

residence. and you haveinadec:uate financial resour~es to pey the

utility charges.

Third party notification nnc assistance

,I"'l'

Numerous Federgl. state and local governmental progra~r.. n~c

private sources. may exist that m~y. offer those e:igi~:c D~S~S~­

ance in p~ying utility bills. "'''!':'1ese proerams c'langc fro!.'! t:"!'!l! to

time and -are iEpractical to lis::. !f you nce~ astistancc ;,!'.(;'.Je­

Iieve that you J3ay be eligib!e, you shou:c cont3ct your C<!Cc \wr':,·-

or the follol-ling potential resources: t!1e CO!!!!~i.s~io!'. a: e;:7-:?~:!7,

the Human Services Department a~ ~27-5t.(~!. ~~c Co~muni:y U::<!:·.r!;

Division at· 827-2205 or the Socia! Security AC!'lini~tr<!:io!~.

Ue also offer a thirc p:lrty notificlltion pro~ra!!! :!.: Y"~~ nc.'::­

ify us in writing of your 'desire to p.ar.ticip:lte a~e C:e:;~_~~.l:C :!

.specific ,person. organization .or governmental agency :~'1L!~ :!.s

ready. villine and l1hle to n!lsis! YOll in payment o~ yo ... :::: c~,,~!"~~s.

Upon such notice. we shall not eiscontinue service for no~-~:-.y~, .. ·::

.of past cue charges uithout C.) contacting the cesiZ'lee; :'y :~:~­

phone or in writine at least !5 C:lYs prior to :~c pro:->('~(;:c !~:..~-

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;

. continuance cf .service end (2) i!etermining 'tna!: "the -rlesignce has

not made a commitment to assist payment witnin a reasonable perioc'

of time.

~ncerning settlement agreements

Settlement agreements to pay the amount of a b1l1f!.re auth­

orized Where (I) the Cooperative an~ a consumer settle a dispute I

en: (2) '. COil.umer dtlmon.tntoll4ln 1nu'!liUt.y co P&lY. ,We I\r~ m.t,

however. required to ~nter into a settlement agreement ~itn a

chronically delinquent customer, except ve co give special consi­

deration ·in determining whether to extenc a settlement agree~ent

to a chronically delinquent customer who demonstrates that he or

she·does not have adequate financial resources to pay us anr. he .

or she is elderly. disabled or subject to other specia~. consic'er:l-

tions.

If ~he settlement agreement involves en inability to p~y an

outstanding bill. service is not t!iscontinucd i~ the custo~er ~~y~

a reasonable portion of the outsts.ncing bill \!pon' execution ~n('

agrees to pay the remaining bn:ance in rcasct!ab:e insta:.:!.!:':':!'!t!:

mutually. determined after consicering tne size o~ the b:t:.~nce, ~(:~_

sonal payment history. duration of ba'!ance outs~a!leinz, r~n!';::>ns.,."

for the balance and any other·ie:evant factors. ~~ sett:e~~~:

agreement extends beyond 45 cays, t~c ~e:t:e~ent agre~~e~t, ~~

initially oral, must be confi.rw.c(~ in a \~r::'~ing by t'!1c r"C'::'C~L~~~~·.';'·

to the customer -i..nvolved, Yho, in any event, \l~::!. rccc::,vt! <! !':~:!:-.'-

ment of (I)_actual charges !or the current ~::'::in~ ner~o~, ~~~

amount of installment payment t!~e. (3) to::~l a~C''.!n:: (o~e <'':co ~L: •

previous installment payments ~al!e.

A settlement agreement (~ocs no:: re·:'::'Eve a custo!!:~r :ro~~ :::-,,:>

obligation to pay future bills o~·a current bas!.s .!lnc. r.o~-c~~.:):.::·"·:

in making agreed-to installments on t!le ou:stanc:'ng 't>.:t!;t r.-;.<;: ';.1.::~'

may result in discontinuance, a!tcr 7 day~ no::ice.

-:4-

J

~ ... !here ~s aore information av~ilablc concerning your ritnts

and r£spons~tnities~ _Tor~xample. if yo'; are-going to be absent -

durinr. ar. e;,.;tc~Ded period,ve can make arrangements with you per-

·.onally or: ~thr()ughyour bank_ to a~oid discontin~ance. and we have t':: -;

.pecific l.ine extension. policy and time frames within which to

-construct line extensions. We often have publications and other

information available concerning energy conserY~t~n.nd'bther

topics of interest. Telephone us or drop in t:o~;~ b'ffices.

In addition. we belong to the New Uexico lturat Electrification

Cooperative Association. Which, among its other services to cooper­

ativ~ uembers. edits. publishes and distributes ~e Enchantment for

our members. The F.nchant~ent cistributes information. inclucing

notices of formal matters. such as adjust~ents in rates. a~ong our

membership at a lesser cost than if we ourselves mailed the same

information. and we use i.ndividual mailings only vb.on necessary.'t"!'

A final source of i.nformation. particularly ~o~~s of forma!

matters such as rate or certification proceedings. are those

formal no~ices caused to be published by the Co~ission in one or

~ore newspapers of general circu!ation in our service area.

You are served by a cooperative, ~ich 1s a unique provicer

of services. Our business and a!!air~ are mana~ed by ~ Soore 0: Trustees. consisting of conSUf!lers and elected by conSU!'1!,rs tlr:d

who serve you without salary. .~mbers retain the rig~t to e~o?t.

amend or rcpeal- the byla'·7s. to attencl and pnrticipate in anr.~I:!~ .

. meetings. to require the calling of special m~m~er me~ting~t to

---approve amendments to the articles of incorporation 2n(~ proposi-

tions fo~ consolidation and ~rzer. to initiate a pro?o~itic~ p~ ~

members meeting and to approve ci.s.!;olution and the sale or Ier,!;:,·

of a substantial portion of the Cooperative' a 'Property. ReV!!r.~:l!S

in exc!!ss of the anount necess:try to defray expenses to p~y ce')~

service, to provide reserves and earmarked fun~s and to ~~ct t~c

other costs of serving you. are cistributed :lnong our p3trons ;1.<;

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•

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-'i

f i I ~ § 14

i! tt 1 ! , t

;;

~atrQPage ,refunds prorated in accordance with '}four respective J . . '. •

, pat~pp~ge p'.aid for; actual retirement of patronage capital

;~hrough cash payments depends upon the restrictions of the

.Cooperative's IIlOrt;gage ~o the "Rurai'Electrification Adrninistratio!1 "'" < ;, .~

(and anY,supplemental'lenaer).'our-financia! integrity anc then

,current business conditions .In a rea! -scnse.~ou serveIj YOt!r-. ~ , self and determine. througb the collective assol:!.ation. you!' o\:~

rights and responsibilities.

Nothing in this notice shall relieve any consuncr fro~ lia­

bility for proper utility cbarges. ~r applies to any class of

seryice other than residential.

__________ E!.F.CTRIC COO?E!{/IT!~'!~. !',

J •

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