Welcome
HOME
22
xcelenergy.com | © 2014 Xcel Energy Inc. | Xcel Energy is a
registered trademark of Xcel Energy Inc. | Northern States
Power Company-Minnesota, an Xcel Energy Company.
14-08-322 | CRS# 1472-NMR | MN-RES-C-2001
Welcome to
OUR NEIGHBORHOOD
At Xcel Energy, we understand how
important energy is to your home
environment and quality of life. That’s
why we are dedicated to providing
you with reliable and high quality
energy service. We are committed to
not just meeting, but exceeding your
expectations.
IN THIS BOOKLET, YOU’LL FIND...
Paying your electricity or natural gas bill
3
If you’re having trouble paying your bill
4
Electricity and natural gas prices
7
Reading your meter
8
To start or stop service
9
Conserving electricity and natural gas
9
What to do when the lights go out
9
Restoring your power
10
If you smell natural gas
11
Carbon Monoxide 11
Working safely around power lines and natural gas lines 12
Additional Information
Your Xcel Energy bill
13
City fees
15
This handbook is a resource guide especially written with your
Collection procedures and reconnect charge
15
needs in your new home in mind. It provides important safety
Returned check charge
15
and billing information, answers to frequently asked questions
Public Utilities Commission rules and regulations
16
and contact numbers for future reference.
Commission inquires
22
Important phone numbers
22
We look forward to providing your household
with reliable, high-quality energy service.
1
2
Welcome to your new home
Paying your electricity or natural gas bill
has never been easier!
You can pay your energy bill in many convenient ways, in
person, online, on the phone, or by mail. To learn more or to
sign up for these options, call 1-800-895-4999.
Use My Account with eBill. Together, these tools give you
The Average Monthly Payment plan makes your energy
payments more predictable by eliminating unexpected fluctuations
during the year. We average your actual energy costs from the
previous 12 months so you can pay about the same amount each
month for the next year. To sign up, call 1-800-895-4999 or visit
xcelenergy.com.
If you’re having trouble paying your bill
an easy way to manage your Xcel Energy account and pay your
If paying your energy bill is extremely difficult, call us right
bills online - whenever you have a few minutes to spare. Sign up
away. We want to work with you to make sure you receive every
for My Account and get answers to your account management
possible assistance.
questions, anytime, anywhere, as long as you have an internet
connection. Then add eBill and get online payment options that
help you pay your bill, your way; from your desktop, laptop or
mobile device. My Account with eBill provides a complete suite
of user-friendly options that help you take charge ... absolutely
FREE. Visit xcelenergy.com/MyAccount to enroll.
With Auto Pay, instead of writing out a check and paying
postage every month, your monthly energy payments are
withdrawn automatically from your bank account on the date
they are due.
Use our Credit/Debit Card payment option to pay your energy bill
online or by phone with your credit or debit card. No more check
writing, postage, late fees or trips to the mailbox. Plus, you can
choose when you want to pay. A small transaction fee applies.
Energy Assistance – Energy Assistance funds may be available
to help pay your heating bill. Qualified customers simply need
to fill out an application for the funds. The Minnesota State
Energy Assistance office can help in locating local assistance
organizations. Call toll free during business hours
at 1-800-657-3710.
Gas Affordability Program – This program is funded through a
charge collected from all residential and most business customers.
All non-interruptible sales customers see a line item on their bill
called Gas Affordability. This adds a charge per therm to recover the
costs of offering this program to eligible customers.
Residential customers who receive federal Low-Income Home Energy
Assistance Program (LIHEAP) grants may apply to receive funds from
the Gas Affordability Program. The program includes an affordability
You can also choose to use our Pay by Phone bill payment option.
component that limits customer’s payment to four percent of their
Simply call 1-800-895-4999 and follow the prompts Pay by
household income and a debt forgiveness component that applies a
Phone and then follow the easy prompts to securely make a
monthly credit after their payment is received.
payment directly from your checking or savings account.
You can always choose to mail your payment to us. Just enclose
your check along with the remittance portion of your bill in the
return envelope.
Drop off your payment while shopping or banking at one of our
convenient pay station locations. To find one close to you, visit
xcelenergy.com. A small transaction fee applies, however,
Xcel Energy does not benefit from the fee.
3
4
If you’re having trouble paying your bill
If you’re having trouble paying your bill
(continued)
(continued)
HeatShare – This program helps those in need stay warm in
Payment Schedule Conditions – You have the right to a
winter through cash grants, and is administered by the Salvation
payment schedule during the winter months. You and Xcel Energy
Army. We support HeatShare with personal donations and annual
must mutually agree upon the payment schedule. The agreement
grants to cover expenses. If you need help, or know someone who
would include previous amounts owed plus the current costs
does, please call the Salvation Army HeatShare program at
incurred during the payment schedule.
1-800-842-7279.
• You must stay on the CWR payment plan or contact
Xcel Energy to request a modification of the CWR
payment plan.
Low-Income Rate Discount – Customers receiving grants
from the state-administered Low Income Home Energy
Assistance Program receive a $15 discount in each 30-day
billing period. The discount is available to qualified customers
(seniors, 62 years old and/or a disability within the household)
with an Xcel Energy account in their name, even if they get most
of their home-heating energy from another energy company.
Minnesota Cold Weather Rule (Minn. Stat. 216B.096):
Minnesota winters present many challenges. For residential
customers, winter heating bills may be one of those
challenges. The state of Minnesota set up the Cold Weather
Rule (CWR) to protect residential, heat-affected customers,
who are unable to pay their bill in full, from disconnection of
• CWR payment plan ends on April 15 unless you and
Xcel Energy agree to a different end date.
• When a payment schedule has been approved, Xcel Energy
will continue to provide your household with service and
will continue to do so as long as you are on time with
your payments.
Reconnection
• If your service is disconnected, you can pay the outstanding
balance.
OR
• If your household income is less than 50 percent of the state
median income, you will be eligible for the Reconnection
Plan. You will pay no more than 10 percent of your total
monthly household income each month toward your current
and past-due bills.
service during the winter (October 15 to April 15).
• You and Xcel Energy set a mutually acceptable CWR
payment plan.
Payment schedule options for customers who are at or
below the 50 percent median income:
When the above conditions are met, reasonable efforts will be
made to restore service within 24 hours.
• You may qualify to pay no more than 10 percent of
monthly household income.
Failure to agree on a CWR payment plan – If you are unable
• Plan expires April 15.
to keep your plan payment, call our Customer Contact Center
at 1-800-895-4999. If we cannot agree on a payment schedule,
5
Payment schedule options for customers who are over
Xcel Energy will mail a Rights to Appeal notification to your
the 50 percent median income:
household.
• You may enter into a mutually agreed payment plan that
expires April 15.
OR
• You may participate in an Averaged Monthly Payment
plan.
• You must appeal to the Minnesota Public Utilities
Commission (MPUC) within 10 working days of the mailing
date of your Right to Appeal Notification.
• During the appeal, your service will stay on.
• The MPUC has 20 working days to issue a decision on the
appeal.
6
If you’re having trouble paying your bill
Reading your meter
(continued)
Xcel Energy has upgraded more than one million gas and
If you fail to keep the CWR payment plan
electricity meters in the Twin cities area so they can be read via
• Your household is subject to disconnection.
radio signal.
• No further notice by the utility is required.
If you do not live in the Twin Cities area, or you live
Medically Necessary Equipment – If you or a member
in the metro area but have not received an upgraded meter, an
of your household requires medically necessary equipment,
Xcel Energy meter reader will continue to visit your home once
please contact our Personal Accounts Department at 1-800-
a month. If meter readers are not able to get to your meter for
331-5262 and a form can be sent to you. This information will
monthly readings, they will leave a form behind with instructions
assist Xcel Energy should a power outage occur in your area,
on how to read your meter yourself. You then can call Xcel
and will allow you to make special payment arrangements.
Energy with the readings. A timely reading is important. If you
Third-Party Notice – The Third-Party Notice applies to all
customers. (It is recommended for those customers who are
call us too late with a reading – or choose not to read your meter
– we will estimate your bill.
elderly, disabled or non-English speaking.) The purpose of this
If you do not live in the metro area, other meter reading options
program is to notify a third party of a pending disconnection.
are available:
The third party receives copies of all disconnection notices
• You can read your meter yourself. We have a form for
you to record your readings and mail to us. Call us at
1-800-895-4999 to request a supply of meter reading cards.
Xcel Energy still must read your meter once a year.
mailed to the customer. This allows the third party to assist
the household by providing/receiving information or to make a
payment plan on behalf of the customer. This helps avoid the
hardship that would result from shutting of energy. If you want
to name a third party, please call our Customer Contact Center
at 1-800-895-4999 to request a form. Fill out the Third Party
Notice form and return it to us as soon as possible. Third Party
is not required to pay bill.
• You can provide us with an entrance key so we can read
your meter when you aren’t home. Call us at
1-800-895-4999 to make arrangements and learn about
measures we take to ensure that your key is safe.By
learning to read your meter, you can track how much
electricity/gas you’re using and estimate your use.
Electricity and natural gas prices
With this mailing we are sending you a folder that lists your energy
prices. You also can obtain the folder by calling us at 1-800-895-4999.
9
0
1
1
0
9
9
0
1
1
0
9
9
8
2
2
8
8
2
2
8
8
7
3
3
7
7
3
3
7
7
6
5
1
4
4
5
7
6
6
5
2
4
4
5
6
6
0
1
2
3
6
5
4
9
The Minnesota Public Utilities Commission (MPUC) regulates
You can easily read electric and natural gas meters. Simply
investor-owned energy companies and determines the prices
read from left to right on the dials, and record the number that
we charge our customers. When we ask for a price increase,
each dial pointer has just passed. If the pointer is between two
the MPUC may authorize us to increase prices temporarily
numbers, record the smaller one. On the dials above, the reading
during the hearing and consideration process. This helps our
is 17269. We determine the amount of energy you have used by
income more closely match our expenses during the review
subtracting the previous reading from the current one.
process, which will take up to 10 months or longer. These
An electric meter registers your energy use in kilowatt-hours
interim prices are subject to refund, with interest, depending
(KWH) and a natural gas meter in hundreds of cubic feet (CCF).
on the outcome of the case.
7
8
To start or stop service
Restoring your power
You can start or stop service simply by calling us at
Our employees are on duty around the clock, seven days a week to
1-800-895-4999. There is only one charge for any combination
keep your electricity on. Outages usually aren’t lengthy. However,
of electricity or natural gas service that we connect or reconnect
major storms can result in thousands of customers losing their
at one time.
service and hundreds of employees working to restore service.
Conserving electricity and natural gas
You can take several steps to save energy and help reduce your
electricity and natural gas bills. They include:
• Caulking and weather-stripping around doors and windows
• Lowering the setting on your thermostat in the winter and
raising it in the summer
Repair work is often difficult and must be done under adverse field
conditions. It also is very complex receiving literally thousands of
telephone calls, sorting them, determining probable causes and
dispatching crews. After a severe storm, it might take days to
restore service.
If it appears we won’t be able to restore your service for an
• Using cold or warm water for clothes washing, and
extended time, here are some ways you can help:
• Installing energy-efficient lighting.
• Don’t open refrigerators or freezers more often
than necessary.
We have programs to help our customers cut back on energy
use including rebates on energy-efficient appliances, a discount
for using Saver’s Switch to control your energy use, energysaving lighting and home energy audits. Visit our website at
xcelenergy.com to learn more about ways to save money and
conserve energy.
What to do when the lights go out
If your lights go out, first check with your neighbors to see if they
have electricity. If you are the only one without power, the cause
might be a blown fuse or circuit breaker, and you might be able to
• Wrap refrigerators and freezers in heavy blankets to
delay thawing.
• Turn off or unplug major appliances to help avoid a sudden
surge of power when service is restored.
• If you see a downed electric wire, stay away from it and call
us at 1-800-895-1999 to let us know where it is.
How To Report a Street Light Outage
To report a street light outage go to xcelenergy.com/ODL/ and
select your state from the drop down menu. Or you can call
1-800-895-4999 to report an outage.
take care of the problem yourself. Keep extra fuses on hand. We
will replace fuses and reset circuit breakers, but there is a charge
for the service call.
If your entire neighborhood is in the dark, the problem is probably
on our lines. Please let us know immediately by calling us at
1-800-895-1999. We will send a repair crew as soon as possible
to find the problem and repair it.
Power outages are not frequent, but they do happen, and you can
be ready for them with a supply of candles and matches and a
flashlight. A camping light might come in handy.
9
10
If you smell natural gas
If you smell an odor like rotten eggs, it could mean a natural gas
leak. Chances are a pilot light is out or a burner on the stove is not
turned off completely. Be careful! Put out cigarettes, pipes, candles
or anything with a flame.
Do not turn light switches or electric appliances on or off, and do
not make a phone call; any spark can cause an explosion. When
you are safely away from the house call us at 1-800-895-2999 or
9-1-1 in an emergency.
Two important requirements for efficient and safe gas appliance
operation are:
1. A
n 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
furnace professionally checked.
2. P roper and effective venting of the furnace, water heater or
other appliance. When properly installed and maintained,
natural gas furnaces, water heaters and other appliances do
not contribute to the presence of carbon monoxide in your
home. Arrange for a qualified contractor to check your furnace
for operating efficiency once every year.
Carbon monoxide
is the product of incomplete combustion. Its ill effects are often
Working and living safely near
power lines and natural gas lines
mistaken for fatigue or flu-like symptoms. Be wary of persistent
Don’t take power lines for granted. Be very careful when you
headaches, nausea, ringing in the ears, dizziness or drowsiness,
work near them. Never allow a ladder, antenna, aluminum siding,
especially where windows and doors are sealed shut for the winter.
rain gutters or other objects to touch electric wires. Don’t try to
Carbon monoxide is a poisonous gas that has no odor or color. It
If you experience any of these symptoms and suspect carbon
monoxide poisoning, promptly seek medical attention or call 9-1-1.
remove dead branches or pull tree limbs away from power lines.
Be safe: call Xcel Energy at 1-800-895-1999.
In Minnesota, you are now or soon will be required to have an
At least two business days before you dig, call Gopher State One
operational carbon monoxide detector installed within ten feet
Call at 8-1-1 to have utility-owned lines marked at no cost to you,
of every bedroom. Minnesota Statute Section 299F.51 sets out
to find out exactly where underground electric and power lines are
these requirements.
located. Striking or severing gas or electric lines lines with a shovel
When purchasing a carbon monoxide detector, keep in mind
or tool is dangerous, and could injure or kill you. You also could
the following:
• Choose a detector that is UL approved.
interrupt service to your home and neighborhood. Damages
caused by customers who do not call before digging are paid
• Choose a model with a test and reset button.
for by that customer.
• 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.
By calling Gopher State One Call at 8-1-1, your call arranges
to have underground utility-owned lines marked including
Xcel Energy’s natural gas and electric lines. You can also
visit gopherstateonecall.org to submit a request.
11
12
1. C
harts! View your energy usage rates by month, as well as daily
Your Xcel Energy bill
Once a month, we send you a bill for the electricity and/or natural
averages for the billing period. We hope these tools and visuals
gas you used during the billing period, generally every 30 days. You
help you monitor you energy use from billing cycle to billing cycle.
can expect to receive your bill about the same time each month.
Remember, we offer a variety of energy efficiency programs that
If the billing period is longer or shorter than normal, we calculate
could help you save energy and money.
your bill on a daily basis. Please have your account number ready
if you call about your account or service. Each bill contains the
2. I mportant information is highlighted. Action items, such as
following information: Here’s a high-level overview of some of
“Due Date” and “Amount Due” are in red. We’ve also tried to
the features and where you can find key information on your
place important information at the top of each billing page, for your
statements. More details can be found at xcelenergy.com.
convenience.
3. A
t-a-glance summary. The “Summary of Current Charges” area
MAILING ADDRESS
JOHN E. CUSTOMER
MARTHA W. CUSTOMER
1234 ELECTRIC AVENUE
TAKUHIER, CO 00000-0000
3
YOUR MONTHLY ELECTRICITY USAGE
O
Electricity Service
Natural Gas Service
Current Charges
N
D
J
F
S OAverages
N D J
Daily
M
F
A
M
J
M
M
LastAYear
Temperature
Daily Averages
Electricity
kWh
Temperature
Electricity
ElectricityCost
kWh
Electricity Cost
J
A
53-1234567890-1
MM/DD/YYYY
STATEMENT NUMBER
STATEMENT DATE
AMOUNT DUE
0123456789
MM/DD/YYYY
$00.00
MM/DD - MM/DD 000 kWh
MM/DD - MM/DD 000 Therms
4
S
displays your energy use and total charges, along with the dates of
service. Details are on the following page(s).
$00.00
$00.00
$00.00
ACCOUNT BALANCE
JThis
J Year
A S
Previous Balance
Payment Received
Balance Forward
Current Charges
Amount Due
0º Year
This
0º Year
Last
0000º
$00.00
000
$00.00
DUE DATE
SUMMARY OF CURRENT CHARGES (detailed charges begin on page 2)
1
S
PAGE 1 of 4
2
ACCOUNT NUMBER
0000º
$00.00
000
$00.00
YOUR MONTHLY NATURAL GAS USAGE
As of MM/DD
Check MM/DD
4. A
ccount balance comparison. In the “Account Balance”
$00.00
- $00.00 CR
$00.00
$00.00
$00.00
area, you’ll find details to help compare last month’s bill with this
5
INFORMATION ABOUT YOUR BILL
S
O
N
D
J
F
S OAverages
N D J
Daily
M
F
Temperature
Daily Averages
Gas
Therms
Temperature
Gas
GasCost
Therms
Gas Cost
A
M
J
M
M
LastAYear
0º Year
Last
0000º
$00.00
000
$00.00
6
See our website:
J
A
S
0º Year
This
0000º
$00.00
000
$00.00
Upgrade to online account management: Sign up for My Account and eBill and view, update
and pay your account from the minute you sign up. Visit MyAccount.xcelenergy.com today.
QUESTIONS ABOUT YOUR BILL?
xcelenergy.com
info@xcelenergy.com
Email us at:
On June 1 our annual two-tiered rate structure for electricity use from June-September went
into effect. Your bill will be prorated for electricity use before June 1 and two new line items
Call 24 hours a day, 7 days a week
Please Call:
1-800-895-4999
Hearing Impaired:
1-800-895-4949
Español:
1-800-687-8778
Or write us at:
ACCOUNT NUMBER
DUE DATE
AMOUNT DUE
53-1234567890-1
MM/DD/YYYY
$00.00
Please help our neighbors in need of energy assistance by contributing to Energy
Outreach Colorado. To participate, check the box in the lower left corner and mark
your contribution amount on the back of this payment stub using blue or black ink.
MAILING
y Your Life
Simplif
nt
nvenie
with Co
ns
nt Optiolet
Payme
nt tools
8
ount and
eBill let
you:
atic
and autom
billing
0123 4567
89
-0000
IER, CO 00000
paperless
• Set up
ents
energy
and paym
monthly
to make
bank
Auto Pay
lly from your
• Set up
automatica
payments
they’re due.
the date
thly Payaccount on
aged Mon
the Aver
cooling
for
up
your
out
• Sign
spreading
year.
ment plan,
over the
costs
ng
and heati
7
AMO
8
$00. 00
YYY
MM/DD/Y
Reba
003077310 00977701910003077310324
te
Makin Finder:
g
We can your life
ea
hel
p you
ICE
1234567890
NUMBER:
Days)
1235689
PREMISES
D/YY (00
NUMBER:
- MM/D
INVOICE
ON
: MM/DD/YY
READING
INFORMATI
Read Dates
PREVIOUS
READING
METER
l
: 0000000000
READING
00000 Actua
NUMBER
CURRENT
METER
ate
ral
ON
00000 Estim
DESCRIPTI
dential Gene
RATE: Resi
y
RATE
Total Energ
UNIT
S
USAGE
CHARGE
ITY
kWh
000
kWh
000
kWh
000
kWh
000
kWh
000
kWh
000
ON
DESCRIPTI
Facility
Service &
Tier 1*
Summer
Tier 2*
Summer
Adj
Trans Cost
odity Adj
Elec Comm Mgmt Cost
Side
Demand
Cost Adj
Purch Cap
GRSA
y Std Adj
s—
Energ
Easy
w.
is
other
Rene
ns—and
Enrolling
unt and
these optio
Subtotal
Start using enrolling in My Acco to
Fee
by
Franchise
ss below
right away
to the addre
Tax
Go
.
Sales
today
eBill
Total
.com
sign up.
elenergy
t.xc
USAGE
$0.000000
$0.000000
$0.000000
$0.000000
$0.000000
$0.000000
3.00%
yaccoun
https://m
T DATE
STATEMEN
online
ELECTRIC
000 kWh
CHARGE
$00.00
$00.00
$00.00
$00.00
$00.00
$00.00
$00.00
$00.00
$00.00
$00.00
$00.00
$00.00
$00.00
ween
a
states. rebates we state leve
l,
proved
may diff
er
xcele
nergy
.com
13
factors that could affect your energy bill, along with useful links and
S
6
13
20
27
phone numbers.
MAILIN
G ADD
JOHN
RESS
E.
MARTH CUSTOM
ER
1234 A W. CUSTOM
ELEC
TAKUHI TRIC AVE ER
NUE
ER, CO
00000-0
000
dozens
ACCOUN
T NUM
BER
53- 123
STATEM
456 789
SERVIC
ENT NUM
0-1
NEXT E ADDRES
BER
012 345
READ
S:
STATEM
DATE: 1234 ANY
678 9
ENT DAT
MM/DD
STREET,
NATU
E
/YY
TAKUHI
RAL GA
MM/DD
ER, CO
S SERV
/YYYY
00000-0
PREMIS
ICE DE
000
INVOIC ES NUM
TAILS
E NUM BER: 123
456
BER:
123568 7890
METER
9
READIN
G INF
METER
ORM
NUM
ATION
BER :
DESCRI
000000
PTION
0000
Total
Energy
Read
Dates:
CURREN
MM/DD
T REA
NATU
/YY DING
RAL GA
MM/DD
00000
S AD
/YY (00
Actual
PREVIO
DESCRI
JUST
Days)
US REA
PTION
MENT
DING
Therm
S
00000
Multip
Actual
lier
USAGE
of
NATU
RA
DESCRI
L GAS
PTION
Service
& Fac
Usage
ility
Cha
Intersta rge
te Pip
eline
Natura
l
Subto Gas 3 Qtr
tal
Franch
ise Fee
Sales
Tax
Total
CHAR
GES
VALUE
000
UNITS
CCF
RATE:
Re
USAGE
on sa
If you
fety. Fo ar’s resolu
sus
tio
llow
the are pect a nat
these n to brush
ura
a
guide
create immediate l gas leak eith
ly. If
lines
a spark,
er insi
:
Once
de or
such as you can sm
you
outside
ell
an em ’re safely aw a light, a gar gas, don
your hom
ergenc
ay, call
age doo ’t use any
e, lea
y.
thing
us at
that cou ve
1-800- r opener, a
pho
895-29
ld
99 and ne or a ma
tch
call 9-1
-1 if it’s .
T DUE
$00 .00
6. C
ontact us, front and center. All of our contact information is
now in one section, right on the front page.
CONVER
SION
x0.000
0
ial
VALUE
0
UNITS
Therms
RATE
$0.000
000
$0.000
000
$0.000
000
During
winter
meter
month
and the
s,
area sur gently rem
Stay
ove ice
roundi
Aw
and sno
ng it.
the pow ay from ove
w from
rhead
your out
you see er line and
power
side gas
any
a dow
ned line thing you ma lines. Kee
Always
p at lea
y be car
, stay
away
st 10
cal
l
locate
8-1
feet bet
and cal rying, like
and ma -1 before
a lad
l 1-800we
allow
rk
895-19 der or too en
time for their bur you dig. Arr
ls.
99 to
ied line
closer
ange
the util
report If
s. Wa
to hav
than 18
ities to
it.
it sev
e utility
mark
inc
ma
era
hes
l days
compan
lines
from the rk the line
custom
before
ies
s and
marks
er-own
you dig
then
. Be adv
ed or
to
ised tha dig only by
install
hand
ed line
t we do
xcelen
s.
not loc no
ate or
ergy
.c
om
DATE
/YYYY
AMOUN
rms
sident
UNITS
000
Therms
000
Therms
000
Therms
DUE
MM/DD
000 The
3.00%
and heating
RGY
n programs
during the high2012
, therizatio
TAR Y ENE
monthly
ningswea
is a
VOL UN to Save Energy in s, new begin
tance,ge
below: unless it
cold
amount season,
resolution ent assis
Resolve
to mana
ribution
month of
gy bill paym
resolvecont
can
year,
ary—thegh enerres. This
monthly
hs. This
Janu
ents throu
eratu k your new habits.
ral mont
by up
me resid
.
cold .temp
last seve
Please chec
andation
ng
by starting
low-incobudgets
heating costs
$
you’rerhome
new tion educ your budget
ing and cooli
reduce your line
to 68°F when Othe
ing
your heat
conservaher’s strain on
rate
$35 a year.
and set it $5
her-stripp
or
sepa
to 10% of
weat
a
ostat
5%
as
$10
to
therm
e by weat
untilhome and save up
n.
saveth
each
$20
rammable
will mon
up the hous
thly basis
foundatio
10°
a progtion:
ll Dona
ze your
enerregybybill
on a mon
Insta
theriwou
ld like owner can seal along the home’s
set it to 63°.
eratu
your
,
Wea
thly
ssed
to
temp
away
unt
each
e
Mon n you’r
if youA handy home
$10
amo
ring the tionofwill
rgy.com
to asse
$6be
. T-HELP windows and gaps
Lowe
Whe
-895-4999costs-HEA
add.this
xcelene
we’ll120°
savings
ng sure to 1-866
call
’s adona
” Your
se
maki1-800
heater to Dona
sealing
enier nce,
That
tion.
et,
.
Plea
call
and
e.
conv
wate
s
blank
on,
costs
ributer
door
youryour
mati
cont
For Set
r heat
heating wishatowate
ntaryr EOC
more infor
er lling
d “Volu
tion.
your wate noby
calleon
insta
ram. For
item3-5%
time dona
you long
ations.
this prog
us that
even more ciparecom
tion inmend
make a oneSave
inform
youyear.
partirer’s
h.org to
yourfactu
gyOutreac
ntinuemanu
to disco
follow the ) or visit Ener
-8435
(1-866-432
8
ates on
tool on
Have
and a Happy
Safe
Make
2012
a New
!
up
M
and payment. Watch for rate updates and information about other
F
5
12
19
26
7
sier
with reb
xcelen
You can
ergy.co
m.
click on
our Re
bate
Save
Finder
Mo
link
can qui ney & Ene
ckly nar
rgy
the reb
row dow . From the
ates ava
re, you
n you
wheth
er you ilable in you r search to
’re
custom
r
er. Ne a residentia state* and
xt, you
rebate
l or bus
can
typ
iness
you wa es or go stra browse
through
nt, suc
h as Coo ight to the
the
*Xcel
catego
ling or
Energy
which
is
Heating ry
means regulated
.
bet
on
the
Ye
GRA
AN CE PRO
ASS IST
7
14
21
28
NOVEMBER
T
W
T
2
3
4
9
10 11
16 17 18
23 24 25
30
Have
You
Look
for O
ed
ur
Onlin Rebate
s
e?
UNT DUE
ITY SERV
ELECTRIC
M
1
8
15
22
29
4
YYYY
MM/DD/
6789 0-1
T NUMBER
STATEMEN
TAKUH
STREET,
1234 ANY
ADDRESS:
D/YY
SERVICE
DATE: MM/D
NEXT READ
DETAILS
manageme
your bille account
rless, view
Our onlin
e, go pape
.
you pay onlin
and more
nt history
ing/payme
My Acc
53-1 2345
ADDRESS
PAGE 2 of
S
DUE DATE
NUMBER
you’ll find information and resources to help manage your account
AMOUNT ENCLOSED
Please see the back of this bill
for more information regarding
the late payment charge.
Make your check payable to
XCEL ENERGY.
JOHN E. CUSTOMER, MARTHA W. CUSTOMER
ADDRESS LINE 2
ADDRESS LINE 3
ADDRESS LINE 4
1234 ELECTRIC AVENUE
TAKUHIER, CO 00000-0000
CUSTOMER
MER
JOHN E.
W. CUSTO
MARTHA RIC AVENUE
1234 ELECT 00000-0000
CO
TAKUHIER,
5. N
ews you can use. In the “Information About Your Bill” section,
usage above 500 kWh in the billing period is charged at the higher Tier 2 rate of 9 cents. Learn
more about our June-September tiered rates at xcelenergy.com/tieredrates or contact us
at 1-800-895-4999.
XCEL ENERGY
PO BOX 8
EAU CLAIRE WI 54702-0008
ACCOUNT
month’s bill.
We noticed you haven’t signed up online…
We are pleased to offer eBill. A secure way to do business with us, eBill lets you receive,
view, and pay your bill online. Say good bye to paper bills. Call 1-800-895-4999 or visit
xcelenergy.com
JThis
J Year
A S
CHARGE
$00.00
$00.00
$00.00
$00.00
$00.00
$00.00
$00.00
$00.00
7. G
et the details. This section shows the details for your service
charges, including meter read dates and usage.
8. L earn about energy-saving choices. Look for helpful information
on energy efficiency and rebate programs that can help you manage
your energy use.
14
City fees
In some cities we are required to collect a fee on behalf of the city.
Minnesota Public Utilities Commission
Rules and Regulations
The fee is applied and shown separately on your monthly bill. We
The following rules might affect you:
pay it directly to the city and make no profit from it.
Collection procedures
and reconnect charges
Xcel Energy assesses a late payment charge on unpaid amounts
The current portion of your energy bill is due no later than the
or more is subject to a 1.5 percent monthly, (18 percent annually)
payment date shown on the bill. If the amount due is not paid by
late payment charge or $1, whichever is greater.
the next billing date, your next bill could contain a Late Payment
Deposit and Guarantee Requirements (MN Rule 7820.4300-4400):
Charge and an Important Notice. The Important Notice would
advise you that your account is past due and that we may shut
off energy service unless the total amount of the bill is paid by
the due date 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 we will send before disconnecting service for
nonpayment. If it becomes necessary to disconnect your service for
nonpayment, there is a reconnection charge.
Returned check charge
We will charge for any payment by check or draft not honored by a
financial institution.
15
Late Payment Charge (MN Rule 7820.5500):
three working days after the date due. Any unpaid balance of $10
Xcel Energy might request a deposit from:
1. A former customer, again requesting service, who left an
unpaid utility bill from a previous account that is not in
dispute.
2. A former customer whose service we disconnected for a
permissible reason that is not in dispute. (See Reasons for
Disconnection of Service, pages 18.)
3. A former customer whose credit history shows that payment
cannot be assured.
4. A present 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 present 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,
pages 18.)
16
Minnesota Public Utilities Commission
Rules and Regulations
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,
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 (MN. Stat.
325.02(b) ).
This deposit shall be 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
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:
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.
3. Failure to make proper application for service.
4. Violation of Xcel Energy rules on file with the MPUC. (Rules
are available for public review.)
5. Failure to allow Xcel Energy access to our equipment located
on the customer’s premises for inspection, meter reading,
maintenance or replacement of equipment.
6. Breach of service contract.
be accepted.
7. Failure to furnish utility requested equipment and/or rights-ofway necessary to obtain service.
When the account is closed, Xcel Energy will apply the deposit,
8. When the MPUC determines that there is willful wasting of
service through improper equipment.
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 will precede disconnection of service
by at least 5 days, excluding Sundays and 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
9. When necessary for the utility to comply with any order or
request of any government authority having jurisdiction.
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 and to
the public.
disconnection notices by first class mail or personal delivery
by our representative.
17
18
Minnesota Public Utilities Commission
Rules and Regulations
Disputed Bills (MN Rule 7820.2700):
Escrow Payments (MN Rule 7820.2800):
A dispute concerning your bill or service might occur. If it does, you
should immediately call the Xcel Energy Customer Business Office.
In most cases, we can resolve the dispute at that time.
(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.
Whenever the customer advises the utility’s designated service
representative before the service disconnection that any part of
the billing as rendered or any part of the service is in dispute, the
utility shall:
(a) Investigate the dispute promptly
(b) Advise customer of investigation and its result
(c) Attempt to resolve dispute
(d) Withhold disconnection of service until the investigation is
completed and the customer is informed of the findings in
writing
(e) Upon our findings, 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 us.
Such payment shall be called an “escrow payment.”
(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.
(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 (PUC 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.
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.
If the Commission determines 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.
19
20
Minnesota Public Utilities Commission
Rules and Regulations
No Obligation to Suspend Discontinuance of Services
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 payments of portions thereof made after the first filing
shall be considered to be made into escrow.
Complaint Procedures (MN Rule 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 it’s 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.
Commission 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 E.
Suite 350
St. Paul, MN 55101
Internet: www.puc.state.mn.us
Important contact information
The person whose name is printed on the envelope containing this
information will be billed for Xcel Energy service. If this name is
incorrect, please call us.
24-hour Customer Service
1-800-895-4999
Electric Emergency/Outage
1-800-895-1999
Gas Emergency/Gas Odor
1-800-895-2999
TTY/TDD (Hearing Impaired Service)
1-800-895-4949
Internetxcelenergy.com
Correspondence address:
Xcel Energy
PO Box 8
Eau Claire, WI 54702-0008
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 adult living at an address responsible for the total billing,
even if that person’s name is not on the bill.
21
22