Important Contact
Information
24-Hour Emergency Hotlines
Gas Emergency/Gas Odor: 1-800-895-2999
Electric Emergency/Outage: 1-800-895-1999
Business Solutions Center: 1-800-481-4700
Available 7 a.m. to 5 p.m. Monday through Friday
Make the Business Solutions Center your first call when
you need answers from Xcel Energy to your energy related
questions. We can help you control your energy costs
through energy-efficiency and conservation, and we can
show you ways to save money through load management
programs and rate options that make the most sense for
your business.
Call Before You Dig / Gopher State One Call: 811
Correspondence Address
Xcel Energy
414 Nicollet Mall
Minneapolis, MN 55401-1993
Payment / Remittance Address
Xcel Energy
P.O. Box 9477
Minneapolis, MN 55484-9477
Web Site xcelenergy.com
In Business
P.O. Box 840-BSC, Denver, CO 80201 | 1-800-481-4700 | xcelenergy.com
© 2011 Xcel Energy Inc. | Xcel Energy is a registered trademark of Xcel Energy Inc.
Northern States Power Company-Minnesota, an Xcel Energy Company
11-02-437 | 3/2011 | CRS #0764
Your guide to reliable energy
and responsive service from
Xcel Energy
Contents
G e n e r a l I n f o r m at i o n
Introduction..............................................................1
Electric and Natural Gas Prices.................................1
Rate Adjustments.....................................................2
Meter Reading and Energy Bills...............................3
How to Start or Stop Service....................................4
Lowering Your Xcel Energy Bills................................5
Safety
Remember to Stay Away From Power Lines............5
What to Do if Your Power Goes Out.........................6
How to Report a Street Light Outage.......................6
If You Smell Natural Gas............................................7
Working Safely Around Power Lines and
Natural Gas Lines.....................................................8
Before You Dig..........................................................9
Xc e l E n e r g y B i l l i n g
I n f o r m at i o n
Paying Your Xcel Energy Electric or
Natural Gas Bill....................................................... 10
City Fees................................................................. 11
Collection Procedures and Reconnect Charges..... 11
Returned Check Charges........................................ 11
Tax Exemption........................................................12
Commission Rules and Regulations.......................13
Inquiries..................................................................19
G E N E RAL I NFORMAT I ON
Introduction
Staying in business requires hard work, good ideas and
sound financial decisions. At Xcel Energy, we take pride
in delivering reliable energy at economical prices with
an array of programs and services that help you manage
your energy bills to help your business thrive. This booklet
contains important information for anyone making energy
decisions in today’s competitive business world.
In this booklet you’ll learn about:
• Reading and understanding your bill
• Bill payment options
• Safety tips for businesses
• Pricing information
• Power outages
We’re proud to have you as an Xcel Energy customer
and look forward to providing you with excellent service
every day. If you still have questions after reading this
booklet, call the Xcel Energy Business Solutions Center at
1-800-481-4700 from 7 a.m. to 5 p.m. Monday through
Friday, or call 1-800-895-4949 for TDD/TTY hearingimpaired customers.
Electric and Natural Gas Prices
With this mailing we are sending you a folder that lists
your energy prices. You also can obtain this folder by
calling the Xcel Energy Business Solutions Center at
1-800-481-4700.
The Minnesota Public Utilities Commission (MPUC)
regulates investor-owned electric and natural gas utilities
– such as Xcel Energy – and determines the prices we
charge our customers. When we ask for a rate increase,
the MPUC may authorize us to increase rates temporarily
during the hearing and consideration process. This helps
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our income more nearly match our expenses during the
review process, which will take up to 10 months or longer.
These interim rates are subject to refund, with interest,
depending on the outcome of the case.
Rate Adjustments
The Resource Adjustment includes automatic rate
adjustments that Xcel Energy is authorized to
collect related to conservation, infrastructure and
renewable costs.
Xcel Energy’s costs vary from month to month for fuel to
generate electricity, for purchased power used to provide
electricity, and for purchased wholesale natural gas for
supplying to our natural gas customers. Your bill reflects
the monthly amount that these costs are above or below
the base cost of fuel determined in the last general rate
case. In addition, this line of your bill includes the cost
of providing conservation improvement programs for our
customers. This conservation adjustment may only be
changed by Xcel Energy annually.
Power factor measures how effectively your equipment uses
electric current from the utility. Some types of equipment
draw two kinds of current. One kind is the electrical current
converted by the equipment to useful power. The other is
magnetizing current that carries no “energy” with it, but is
needed to make the equipment operate.
Power factor is a measure of how effectively the current
delivered to the equipment is converted into useful
energy, and is shown as a percentage. If your power
factor is below 90 percent (or shows more than 10 percent
loss in efficiency) your demand is adjusted upward.
Xcel Energy, like many utilities, charges extra for low
power factor, because it costs the utility more to build
and operate the additional equipment that carries the
extra current to operate your equipment.
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Demand Ratchet takes into account the maximum power
you will need to operate at any given time based on
your highest monthly electric demand in the previous
11 months. If your business energy consumption has
substantial seasonal variations, or you have had a major
change in usage, a demand ratchet charge may apply to
your billing. If your monthly demand temporarily drops
below half of your previous year’s high monthly demand,
you are charged for not less than 50 percent of that
previous amount. If this drop in demand results from
permanent changes in your facility’s operations, an
Xcel Energy representative can change the base and
adjust this charge.
For more information about energy or demand charges
and saving opportunities, call the Xcel Energy Business
Solutions Center at 1-800-481-4700.
We determine the amount of energy you have used by
subtracting the previous reading from the current one.
An electric meter registers your energy use in kilowatthours (kWh), a natural gas meter in hundreds of cubic
feet (Ccf). Your natural gas bill will reflect charge per
therm, which is the Ccf adjusted for the Btu content of the
natural gas.
How to Start or Stop Service
You can start or stop service by calling the Xcel Energy
Business Solutions Center at 1-800-481-4700. There is a
processing charge, per account, which covers a portion of
Xcel Energy’s costs to establish the new service account.
Lowering Your Xcel Energy Bills
Xcel Energy offers programs to help businesses find
energy solutions that fit their business needs and help
steward environmentally friendly practices. Some
offerings include:
Meter Reading and
Energy Bills
Xcel Energy has upgraded more than one million gas and
electricity meters in the Twin Cities area so they can be
read via radio signal.
If your business is not located in the Twin Cities, or your
business is in the metro area but have not received an
upgraded meter, an Xcel Energy meter reader will continue
to visit your business once a month. If meter readers are
not able to get to your meter for monthly readings, they
will leave a form behind with instructions on how to read
your meter yourself. You can then call Xcel Energy with
the readings. A timely reading is important. If you call us
too late with a reading – or choose not to read your meter
– we will estimate your bill.
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• Energy audits
• Rebate programs for buying energy-efficient equipment
• Energy financing
• Discount rate options
• Electronic billing and payment options
If you’re a small business owner interested in
increasing the energy efficiency of your business,
order your free copy of the Small Business Guide to
Energy Savings by completing and submitting the form
located at xcelenergy.com/businessenergyguide.
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S AF E TY I NFORMAT I ON
Remember to Stay Away
From Power Lines
Electric outages are often related to weather conditions,
and storms can topple poles and the lines attached.
Always assume a downed or low hanging power line
is energized. Never approach a downed, fallen or low
hanging electric power line. Touching it yourself or
touching anything the line may have fallen onto could be
a fatal mistake. Keep yourself or any held equipment at
least 10 feet away from all power lines.
Our system is designed to prevent outages, but should
one occur, Xcel Energy will repair our lines safely and as
rapidly as possible. We will work around the clock until
your power is restored. However, we give top priority
to any situation concerning downed wires or hazards to
public safety. Our next priority is restoration of feeder
lines which will restore service to the greatest number
of customers.
During the outage and restoration process, our goal is to
communicate with customers in a responsive and timely
manner. For outage information or restoration estimates,
or to report an electrical disturbance or downed wires,
please call 1-800-895-1999.
If your power outage cannot be repaired immediately, here
are some steps you can take to help ensure safety and a
smooth restoration of power:
• Turn off or unplug major appliances and equipment,
including computers, copiers, faxes, etc. to help avoid a
sudden surge of power when service is restored.
• Unplug appliances with transistors.
What to Do If Your Power Goes Out
If your power goes out, Xcel Energy’s top priority is
restoring power as safely and as quickly as possible.
Here’s a quick checklist of what you can do to ensure
your power returns as quickly as possible:
• Check to see if surrounding businesses or nearby
homes have electricity.
• Check your fuse box or circuit breaker if you are
the only one without power. Keep extra fuses on
hand if necessary. Xcel Energy will replace fuses
and reset circuit breakers, but there is a charge for
this service call.
• Call 1-800-895-1999 to report an outage. You can
report your outage in as little as 60 seconds on our
automated phone reporting system. And, you’ll have
quick access to information and service representatives
at our call centers 24 hours a day.
• Call 1-800-895-1999 or 9-1-1 in an emergency to
report downed wires or electrical disturbances. As
always never go near downed power lines or anything
they are touching.
How To Report a Street Light Outage
To report a street light outage go to
www.xcelenergy.com/ODL/ and select your state
from the drop down menu. Or you can call
1-800-895-4999 to report an outage.
If you see a downed power line, call
Xcel Energy immediately at 1-800-895-1999
or call 911.
• Leave one light on so you’ll know when your power
is restored.
• Before leaving your building, look outside first then
stay away from any downed line or anything it may be
touching. Always assume all lines are energized.
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6
If You Smell Natural Gas
If you smell an odor similar to sulfur or rotten eggs, it may
be mercaptan, the odorant Xcel Energy and most local gas
companies add to the otherwise odorless natural gas. The
bad smell is intentional and can help you smell a possible
leak. If the odor is very faint and dissipates quickly, it may
be a simple problem such as a gas burner that hasn’t been
completely turned off. But if the odor is strong and persistent, the safest response is to immediately leave your
building, then call 9-1-1. Do not use any lights or electrically powered switches; avoid everything that has the
potential to create a spark including cigarettes, matches,
etc. as it can ignite the gas. Only use a phone once you
are safely outside and away from the odor.
We are on call 24/7 hours a day, every day to ensure your
safety. Do not re-enter your facility until someone from
our company or the responding emergency agency has
told you it is safe to return.
In an emergency, CALL 9-1-1 for prompt
evacuation help. Or call our gas
emergency/gas odor at 1-800-895-2999.
Carbon monoxide is a poisonous gas that has no odor or
color. It is the product of incomplete combustion. Its ill effects are often mistaken for fatigue or flu symptoms. Also
be wary of persistent headaches, nausea, ringing in the
ears, dizziness or drowsiness, especially when windows
and doors are sealed shut for the winter.
If you experience any of these symptoms and suspect a
carbon monoxide problem, leave and immediately seek
medical attention. Contact your natural gas supplier for
assistance. If Xcel Energy supplies your natural gas, call
the natural gas emergency number at 1-800-895-2999.
To prevent carbon monoxide poisoning, have your appliances and venting systems inspected at least annually
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by a professional, and install carbon monoxide detectors,
keeping in mind the following guidelines:
• Choose a detector that is UL approved.
• Choose a model with a test and reset button.
• Buy a detector that uses battery power in the event your
power goes out. Should there be a power outage (during a
storm, etc.) your detector will still function properly.
Two important requirements for efficient and safe
natural gas equipment operation:
1. Be sure you have an adequate supply of oxygen mixed
with natural gas to assure complete combustion. When
the mixture is correct, the flame will be mostly blue. If
it’s orange or yellow, have the heating system professionally checked immediately.
2. Be sure you have proper and effective venting of the
furnace, water heater or other equipment. When
properly installed and maintained, natural gas heating
systems or boilers, water heaters and other appliances
do not contribute to the presence of carbon monoxide in
your building. Arrange for a qualified contractor to check
your heating system for operating efficiency at least
once every two years.
Working Safely Around Power Lines
and Natural Gas Lines
Don’t take power lines for granted. Remember to always
stay at least 10 feet away from overhead power lines. Remind your workers and contractors to never allow a ladder,
antenna, roof rake, aluminum siding, rain gutter or any other
object to get near or touch electric wires. Always maintain
at least a 10-foot distance between the line and the tool
you are holding. Don’t ever try to remove dead branches
or pull trees or limbs away from power lines. Be safe. To
report downed power lines, call 1-800-895-1999 or
9-1-1 in an emergency.
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XC E L E N E R G Y B I LL I N G
I NFORMAT I ON
Xcel Energy does not prune trees along lines that run from a
pole to a building except in cases of major interference such
as broken tree limbs. Call a professional tree contractor to
work on trees near these wires. Remember, pole-to-building
service lines are fully energized and can be dangerous. Do
not go near these lines yourself.
Paying Your Xcel Energy Bill
Call 811 Before You Dig
–M y Account with eBill includes online billing
and payment options, planning tools, and program
information, as well as carbon footprint calculation
and efficiency information. Enroll at
www.xcelenergy.com/MyAccount
Before you dig, the law requires you to make an advance
call to Gopher State One Call (GSOC) at 8-1-1 to locate utilities, including Xcel Energy-owned buried gas and electric
lines. Your call must be made at least two-business days in
advance of planned digging; it enables GSOC to arrange for
utility owners such as Xcel Energy to locate buried utilities
in your dig area. You must wait the required time before
digging, respect the marks and then only dig with care. You
can also go online and complete a request at
www.gopherstateonecall.org.
Nicking, scraping, striking or severing utility lines with
equipment is dangerous. It can lead to life altering consequences, including death, to you or innocent bystanders.
Hitting a buried utility can also interrupt services to your
business or other businesses nearby. The cost of damages
caused by your failure to obtain locates can be significant
and will be your responsibility.
You can pay your energy bill through the following
convenient methods at no additional cost:
For more information on how to pay your bill, visit
www.xcelenergy.com or call 1-800-481-4700.
–A uto Pay is a simple and convenient way to have your
monthly energy payment automatically withdrawn from
your bank account on the day it is due. Your bill will
always be paid on time and your account will always
remain current.
–E DI (Electronic Data Interchange) for large commercial
and industrial customers with multiple accounts lets
you receive your energy bill electronically the day after
the billing cycle is complete, allowing you to better
manage your energy expenses. Xcel Energy uses a
standard EDI-810 format common to all utilities.
–E F T (Electronic Funds Transfer) allows you to directly
transfer money from your account to Xcel Energy via the
national banking network.
It’s the responsibility of the property owner to locate and
maintain all customer installed gas or electric lines. For
example, a gas line may have been added that goes from
the meter outlet (above or below ground) to a natural gas
burning appliance such as an outdoor grill, or additional
electric lines for patio lighting.
– P ay by Mail allows you to pay your energy bill using
the return envelope enclosed with your bill. Enclose
your bill stub to ensure your payment is posted correctly
to your account.
Landscaping and trees may interfere with power lines,
transformers and other gas and electrical equipment that
may be located on your property. Xcel Energy can assist
you with recommended plantings and clearance distances.
The business whose name is printed on the bill is
responsible for payment. If this name is incorrect, please
call the Xcel Energy Business Solutions Center at
1-800-481-4700.
9
10
City Fees
Tax Exemption
In some cities Xcel Energy is required to collect a fee
on behalf of the city. This fee is applied and shown
separately on your monthly bill. Xcel Energy pays the fee
directly to the city and makes no profit from it.
In Minnesota:
Collection Procedures and
Reconnect Charges
If your business falls into one of the following categories,
you may qualify for a tax exemption on your energy bill:
• Agricultural or manufacturing production
• Religious or educational organizations
• Federal, state and local government
The current portion of your bill is due no later than the
payment date shown on the bill. If the amount due is not
paid on time, your next bill could contain a Late Payment
Charge and an Important Notice. The Important Notice
would advise that your utility account is past due and that
Xcel Energy may shut off utility service unless the total
amount of the bill is paid by the date due shown on the
bill. If you have received an Important Notice and don’t
make a payment or arrangements for payment by the due
date, we will send a Final Notice. This Final Notice is the
last notification Xcel Energy sends before disconnecting
service for nonpayment.
• Non-profit organizations
If it becomes necessary to disconnect your service for
nonpayment, there is a reconnection charge.
Your account will be exempted after you provide
Xcel Energy a tax certificate.
If you’re a natural gas customer, there is also a
reconnection charge if you discontinue service for eight
months or less and then come back onto the system at the
same address. This charge will not apply to a new owner
if a change of ownership occurs during a lapse in service.
Xcel Energy requires a written request to process a
tax refund. Previously billed tax will be refunded after
you provide the tax exemption certificate and a written
request. You may also contact the Minnesota Department
of Revenue directly to request a tax refund at the address
or phone number referenced above.
Questions regarding eligibility for tax-exemption or to
request tax exemption forms should be directed to:
Minnesota Department of Revenue
Mail Station 6330
St. Paul, MN 55146-6330
1-651-296-6181 (Twin Cities)
1-800-657-3777 (elsewhere in Minnesota)
www.Taxes.State.MN.US
Returned Check Charges
Xcel Energy charges for any payment by check or draft not
honored by a financial institution.
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Minnesota Public Utilities
Commission (MPUC) Rules and
Regulations
The Minnesota Public Utilities Commission provides
guidelines for a variety of service issues. The following
rules might affect you:
Late Payment Charge (MN Rule 7820.5500)
Xcel Energy assesses a late payment charge on unpaid
amounts three working days after the due date. Any
unpaid balance of $10 or more is subject to a 1.5 percent
monthly (18 percent annually) late payment charge or $1,
whichever is greater.
Deposit and Guarantee Requirements
(MN Rule 7820.4300-4400)
Xcel Energy might request a deposit from:
1. A potential customer who has an unpaid bill from a
previous account that is not in dispute;
2. A potential customer who previously has had service
disconnected by Xcel Energy for a permissible reason
that is not in dispute; (See Reasons for Disconnection of
Service With Notice, Page 15)
3. A potential customer whose credit history shows that
payment cannot be assured;
4. A customer whose utility service is disconnected or
who is liable for disconnection because of nonpayment
of a bill that is not in dispute;
5. A customer whose utility service is disconnected or
who is liable for disconnection for any permissible
reason that is not in dispute. (See Reasons for
Disconnection of Service, Page 15.)
13
Deposits (MN Rule 7820.4500)
If Xcel Energy requires a customer to make a deposit,
deposits cannot exceed an actual or estimated two-month
average bill. Deposits are in addition to payments of an
outstanding bill. Deposits in excess of $20 earn interest
compounded annually as allowed by law, payable from
the date of deposit to the date of refund or disconnection.
We will give the customer a receipt for the deposit. The
Utility Deposit Interest Rate changes each year (Minn.
Stat.325E.02(b)).
This deposit is refunded after 12 consecutive months
of prompt payment of all Xcel Energy utility bills. The
deposit may be refunded or credited to the customer’s
bill at Xcel Energy’s option. Deposits, plus interest, may
be applied to a delinquent account at Xcel Energy’s
discretion with notice to the customer. Rather than a
deposit, a written guarantee of payment from another
source may be accepted.
When the account is closed, Xcel Energy will apply the
deposit, plus interest, as a credit toward the final bill. We
will return any balance to the customer within 45 days of
the closing date.
When Xcel Energy requires a deposit or guarantee from
a customer, it will explain the reasons in writing to the
customer.
Notice of Disconnection (MN Rule 7820.2400)
All notices of disconnection, including Final Notice, will
precede disconnection of service by at least five days,
excluding Sundays and legal holidays. The notice will
contain the date on or after which disconnection will
occur, the reason for disconnection and ways to avoid it.
Xcel Energy sends disconnection notices by first class mail
or personal delivery by our representative.
14
Reasons for Disconnection of Service With Notice
(MN Rule 7820.1000)
Xcel Energy is reluctant to disconnect or refuse service,
but there are circumstances and situations that will result
in disconnection or refusal of service such as:
Disputed Bills (MN Rule 7820.2700)
A dispute concerning your bill or service might occur.
If it does, you should immediately call the Xcel Energy
Business Solutions Center at 1-800-481-4700. In most
cases, we can resolve the dispute at that time.
1. Failure to pay a bill (when delinquent amount exceeds
deposit).
2. Failure to pay a deposit or provide a guarantee instead
of a deposit.
When a customer advises Xcel Energy’s Business
Solutions Center prior to the disconnection of service
that any part of the billing as rendered or any part of the
service is in dispute, the utility shall:
3. Failure to make proper application for service.
(a) Investigate the dispute promptly.
4. Violation of Xcel Energy rules on file with the MPUC.
(Rules are available for public review.)
(b) A
dvise the customer of investigation and its result.
5. Failure to allow Xcel Energy access to its equipment
located on the customer’s premises for inspection,
meter reading, maintenance or replacement of
equipment.
(d) W
ithhold disconnection of service until the
investigation is completed and the customer is
informed of the findings in writing.
6. Breach of service contract.
7. Failure to furnish utility-requested equipment and/or
rights-of-way necessary to obtain service.
8. W
hen the MPUC determines that there is willful
wasting of service through improper equipment.
9. When necessary for the utility to comply with any
order or request of any government authority having
jurisdiction.
(c) Attempt to resolve the dispute.
(e) Upon the findings of the utility, the customer must
submit payment in full of any bill that is due.
(f) If the dispute is not resolved to the satisfaction of the
customer, he or she must submit the entire payment
and may designate the disputed portion to be placed in
escrow to the utility. Such payment shall be called an
“escrow payment.”
Reasons for Disconnection Without Notice
(MN Rule 7820.1100)
1. Unauthorized use of or tampering with Xcel Energy’s
equipment.
2. In the event of a condition hazardous to the customer,
to other Xcel Energy customers, to Xcel Energy
equipment or to the public.
15
16
Escrow Payments (MN Rule 7820.2800)
(a) To submit a payment in escrow, the customer must
make payment of the amount due as shown on the bill
through an “escrow payment form” clearly marked and
provided by the utility.
Utility Waiver (MN Rule 7820.2900)
The customer may apply to the utility to waive its right
to disconnect. If the utility refuses to waive its right to
disconnect, the customer may apply to the Commission for
emergency status.
(b) The “escrow payment form” must provide space for
the customer to explain why the utility’s resolution of
the dispute is unsatisfactory to the customer. The form
must be in three copies, one of which will be retained
by the customer.
If the Commission determines that the customer has a
probable claim in the dispute and that hardship may result
in the event of disconnection of service, it may declare an
emergency status to exist and order the utility to continue
service for a period not to exceed 30 days.
(c) A copy of the “escrow payment form” must be
forwarded by the customer to the Public Utilities
Commission.
(d) Any escrow payment to the utility may be applied
by the utility as any normal payment received by the
utility.
(e) After escrow payment has been made, the customer
and the utility may still resolve the dispute to their
mutual satisfaction.
(f) By submitting the “escrow payment form” to the
Commission, the customer shall be deemed to have
filed an informal complaint against the utility, pursuant
to the Commission’s Rules of Practice (MN Rules
7829.0100 through 7829.3200).
(g) Upon settlement of the dispute, any sum found to
be entitled to be refunded to the customer shall be
supplemented by an 8 percent per annum interest
charge from the date of payment to the date of return
by the utility.
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No Obligation to Suspend Discontinuance of Service
Unless Current Bills are Paid (MN Rule 7820.3000)
Notwithstanding anything herein to the contrary, the
utility shall not be obligated to suspend discontinuance of
service upon the filing for review with the Commission,
unless the customer shall pay, when due, all current bills
rendered during the pendency. If, following the first filing
for review with the Commission, the same customer
or any other person files for any subsequent review by
the Commission pertaining to the same account, such
subsequent filings shall not relieve the customer from
the obligations to pay for service rendered after the first
filing. If subsequent requests for review are filed during
the pendency of the first review, all designated disputed
payments or portions thereof made after the first filing
shall be considered to be made into escrow.
18
Complaint Procedures (MPUC 7820.0300)
If any complaint cannot be promptly resolved, the utility
shall contact the customer within five business days and
once every 14 calendar days thereafter, and advise the
customer regarding the status of its investigation until:
(a) The complaint is mutually resolved; or
(b) The utility advises the customer of the results of its
investigation and final disposition of the matter; or
(c) The customer files a written complaint with the Public
Utilities Commission or the courts.
Customer Definition (MN Rule 7820.0700)
Customer means any person, firm, association or
corporation, or any agency of the federal, state or local
government being supplied with utility service, subject
to the jurisdiction of this Commission. Xcel Energy uses
this definition as the basis for its billing, and may hold any
business principal at an address responsible for the total
billing, even if that person’s name is not on the bill.
MPUC Inquiries
The Minnesota Public Utilities Commission regulates
Xcel Energy and is available for mediation upon
written request.
Minnesota Public Utilities Commission
Consumer Affairs Office
121 Seventh Place East
Suite 350
St. Paul, MN 55101
www.puc.state.mn.us
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