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ENERGY EDUCATION

Table of Contents

Texas Energy Deregulation.............................................................................................3 Generation vs. Delivery Customer Protections...........................................................................................4 Electricity Facts Label (EFL) Terms of Service (TOS) Your Rights as a Customer (YRAC) Establishing New Electricity Service...............................................................5 Enrollment Procedures Service Area Credit Checks Third Party Verication Quality Control Enrollment Status Glossary......................................................................................................................7 Frequently Asked Questions..............................................................................9 Your Rights As A Customer...............................................................................10

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Table of Contents (continued)


Georgia Energy Deregulation...........................................................................................12 Customer Protections.........................................................................................12 Georgia Consumer Rights (Natural Gas Consumers Relief Act).........20 Establishing New Marketing Natural Gas Service.................................23 Service Area Enrollment Procedures Credit Checks Third Party Verication Quality Control Enrollment Status Important Gas Safety Information................................................................24 Glossary...................................................................................................................25 Frequently Asked Questions............................................................................26 Payment Options..................................................................................................28

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Texas Energy Deregulation


In 1999, Texas Senate Bill 7 deregulated the Texas energy market and opened up electricity to competition on January 1, 2002. Energy deregulation gives customers of former investor-owned utilities in most service areas (see Service Area Map) the right to choose their Retail Electric Provider (REP) the company that provides electricity to your home or business. For more information on Texas deregulation, go to the Texas Electric Choice web site at www.powertochoose.org. In a competitive electric market, the incumbent local electric company has been separated into three different companies the Generation Company which produces the source of energy; the Local Wires Company that delivers electricity over the poles and wires; and what is commonly called the Afliate Retail Electric Provider (TXU, Reliant, CP&L, WTU and TNMP) which now only sells electricity and provides customer service. Consumers who do not choose a new REP (known as a Competitive Retail Electric Provider or CREP) will continue to have their electric service provided by the Afliate Retail Electric Provider (AREP). Generation vs. Delivery Prior to deregulation, one company provided both the generation and delivery of electricity. Now, these parts are separated. Generation, or the production of electricity, is open for competition. But the delivery of electricity continues to be regulated by the Public Utility Commission of Texas (PUCT) to ensure the safety and reliability of electric service. Further, the actual delivery of electricity over the poles and wires to homes and businesses will continue to be provided by the incumbent local electric company. Texas Electric Choice gives consumers the best of all worlds. They can shop around for a new Retail Electric Provider (REP) who will also provide customer service and billing, yet consumers keep the same company for the actual delivery of electricity and who responds to emergencies or power outages.

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

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Establishing New Service


Enrollment Procedures For the convenience of your customers, Ignite provides two customer enrollment methods. A new Letter of Authorization (LOA) can be established via paper enrollment form or on the Internet via the IAs Ignite Homesite. Enrollment via the IAs Ignite Homesite must be made by the customer, not the IA since the customer is required to check a box on the enrollment indicating that they agree to the terms of enrollment. Remember that a new customer must always be provided with the Electricity Facts Label, Terms of Service and Your Rights as a Customer disclosures at the time of enrollment, for both methods of enrollment, as required by the Public Utility Commission of Texas and Ignite Policies and Procedures. Service Area Stream Energy offers service in the Oncor (TXU), Centerpoint (Reliant), AEP Central (CPL), AEP North (WTU) and TNMP (First Choice) service areas. Remember that the Electricity Facts Label, Terms of Service and YRAC can be found in the Power Center. Credit Checks Before new customers request for service can be processed and forwarded to ERCOT, they must undergo a credit evaluation process to determine if a deposit or additional documentation is required. If a deposit is required to establish service, the customer will be contacted by a Stream Representative and a letter of payment history will be requested. If the offer of deposit and/or letter of payment history is rejected, then the enrollment will be cancelled. Third Party Verication If the customer enrolls by phone as part of the paper application, he or she will be transferred to Third Party Verication (TPV) to afrm his or her identity and conrm his or her desire to switch his or her energy service to Stream Energy. If the customer enrolls on the Internet via the IAs Ignite Homesite, then we will afrm his or her identity and conrm his or her desire to switch using other methods online and during the Quality Control follow-up call.

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

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

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

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Frequently Asked Questions


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

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Your Rights as a Customer Stream Gas & Electric, Ltd./ DBA: Stream Energy PUCT Certificate No. 10104 PLEASE READ THIS INFORMATION CAREFULLY This document summarizes Your Rights as a Customer and is based on customer protection rules adopted by the Public Utility Commission of Texas (PUCT). Contact information for the PUCT is located at the end of this pamphlet; you further may view the rules of the PUCT at www.PUCT.state.tx.us/rules/subrules/electric. These rules apply to all retail electric providers (REPs), including those providers that were previously affiliated (Affiliated REPs) with your Local Wires Company (LWC) as well as your regional provider of last resort (POLR). Obtaining and Canceling Electric Service Customers qualified for the LITE-UP Texas program may also be eligible to pay a required deposit in two (2) installments. For qualified customers, the first installment shall be due no earlier than ten (10) days after the issuance of written notification; and written notice regarding the second installment of such deposit amount will be issued during the twenty (20) days before, but no less than ten (10) days prior to, the due date. Please call your REP if you believe you are eligible for such program. Your REP may waive the service deposit if the customer is medically indigent, although eligibility for medically indigent status must be established annually. In order to be considered medically indigent, the following conditions must be met: The customer's household income must be at or below 150% of the poverty guidelines (as certified by a governmental entity or government-funded energy assistance program provider); and The customer or customer's spouse must be properly certified (by the person's attending physician, medical doctor, doctor of osteopathy, nurse practitioner, registered nurse, state-licensed social worker, state-licensed physical or occupational therapist or an employee of an agency certified to provide home health services pursuant to 42 U.S.C. 1395 et seq.) as being unable to perform three or more specified activities of daily living (as defined in 22 T.A.C.218.2), or The customer's monthly out-of-pocket medical expenses exceed 20% of the household's gross income. Unauthorized Change of Service Provider or Slamming. An REP must obtain your verifiable authorization before switching your electric service. If you believe your service was switched without your authorization, you may request that the REP in question provide a copy of your authorization and verification, which must be submitted to you within five (5) business days of your request. You may also file a complaint with the PUCT. Upon receipt of a complaint filed with the PUCT and a finding that your service was switched without proper authorization, the offending REP must attempt to switch you back to your original REP within three (3) days and cease any collections activities related to the switch until the complaint has been resolved by the PUCT. If the PUCT determines your service was switched without authorization, upon request the offending REP also must: cancel all unpaid charges; pay all charges associated with returning you to your original REP within five (5) business days; and refund to you any amounts paid in excess of the charges that would have been imposed by your original REP within thirty (30) days. Cancellation of Service Without Penalty. You may cancel your contract with your REP without penalty within three (3) Federal business days (includes Saturday) after you receive your Terms of Service Agreement. For details on how to cancel your service, see your Terms of Service Agreement. This right of cancellation does not apply when a customer is transferred to the Affiliated REP for non-payment. You may also terminate without penalty your agreement with your REP if you relocate or your REP notifies you of a material change in the terms and conditions of service as stipulated in the Terms of Service Agreement. Notice will not be issued for changes that are mandated by a regulatory agency or otherwise benefit a customer (i.e., price decreases). Contract Termination Termination of Service. Customers receiving service from REPs other than Affiliated REPs or POLR are subject to having their contract terminated for non-payment, which may occur if payment for electric service is not received by your REP by the due date on your bill. (If your REP is an Affiliated REP or POLR, please see the Disconnection of Electric Service section of this pamphlet.) If you do not obtain service from another REP upon such termination, you will be transferred to the Affiliated REP in your area. Your current REP will mail you a separate Notice of Termination no earlier than the first day after the date your bill is due. The termination date for your service will be no sooner than ten (10) days from the date the notice is issued and may not fall on a holiday or weekend. If payment is received (or satisfactory payment arrangements are otherwise agreed) prior to the date indicated on the Notice of Termination, your current REP will continue to serve you under the Terms of Service Agreement in effect prior to such Notice of Termination.

Your REP cannot terminate your contract for your failure to pay: For electric service by a previous occupant of the premise if that occupant is not of the same household; Any charge unrelated to electric service; A different type or class of electric service not included on the account's bill when service was initiated; Under-billed charges that occurred for more than six (6) months prior (except theft of service); Any disputed charges until your REP (or the PUCT) determines the accuracy of such charges and you have been notified of this determination; Charges arising from an under-billing due to faulty metering (unless the meter was tampered with); or An estimated bill, unless the estimated bill is part of a pre-approved meterreading program (or in the event the LWC is unable to read the meter due to circumstances beyond its control). Additionally, your REP may not terminate your contract: if your REP receives notification by the termination date that an energy assistance provider will be forwarding sufficient payment on your account, or for non-payment during an extreme weather emergency (and must offer you a deferred payment plan for bills due during the emergency). Availability Of Provider of Last Resort (POLR). If your electric service is terminated, you may obtain services from either another REP or the POLR. If your service is terminated for non-payment of electric service charges and you do not obtain service from another REP, your electric service will be transferred to the Affiliated REP in your service area. If your REP terminates your service for any other reason, you may request service from the POLR in your service area. The POLR offers a basic, standard retail service package at a fixed, non-discountable rate. Information about the POLR and other REPs can be obtained from the PUCT or the POLR in your area. Billing Unauthorized Charges or Cramming. Before any new charges are included on your electric bill, your REP must inform you of the product or service, all associated charges, and how these charges will be billed before they appear on your electric bill and obtain your consent for the product or service. If you believe your bill includes unauthorized charges, you may contact your REP to dispute such charges and may file a complaint with the PUCT. Your REP will not seek to terminate or disconnect your electric service for non-payment of an unauthorized charge or file an unfavorable credit report against you for disputed unpaid charges that are alleged to be unauthorized (unless the dispute is ultimately resolved against you). If the charges are determined to be unauthorized, your REP will: cease charging you for the unauthorized service(s)/product(s), remove the unauthorized charge(s) from your bill, and refund or credit all money paid for any unauthorized charge(s) within forty-five (45) days. If such charges are not refunded or credited within three (3) billing cycles, until such time as these amounts outstanding are refunded (or credited to your account) interest thereupon shall be paid to you at an annual rate established by the PUCT. You may request all billing records under the control of such REP related to any unauthorized charge within fifteen (15) business days after the date the unauthorized charge is removed from your bill. Your REP will not rebill you for any charges determined to be unauthorized. Deferred Payment Plans and Other Payment Arrangements. If you cannot pay your bill, call your REP immediately; your REP may offer either: A short-term payment arrangement that allows you to pay after your due date, but before your next bill is due; and/or A deferred payment plan that allows you to pay an outstanding bill in installments beyond the due date of the next bill. If you receive service from an Affiliated REP or POLR, it must offer you a deferred payment plan unless you have received more than two (2) termination/disconnection notices during the past twelve (12) months or been their customer for less than three (3) months and do not have sufficient credit or payment history with another REP. REPs must offer deferred payment plans for bills that are due during an extreme weather emergency and to under-billed customers, which plans may include a five percent (5%) penalty for late payment (although the POLR may not charge a late fee). If you do not fulfill the terms of the payment arrangement or deferred payment plan, your REP may terminate service and an Affiliated REP or POLR may disconnect service. For details on these programs, see your Terms of Service Agreement or contact your REP. Financial and Energy Assistance. All REPs must advise their customers about payment assistance programs when customers express an inability to pay or need assistance with the bill payment. REPs must also offer level or average payment plans. A customer who uses food stamps, Medicaid, Aid to Families with Dependent Children or Supplemental Security Income from the TDHS or whose household income is not more than 125% of the federal poverty guidelines may

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qualify for energy assistance. See the Discounts for Low Income Customers section in this pamphlet for more details. Meter Testing. You may request from your REP a single meter test every four (4) years at no cost to you. If you request more than a single test during any four (4) year period and the meter is functioning properly, then you may be charged for the additional meter test(s) at the rate approved for your LWC. The LWC or REP will advise you of the test results, including the test date, testing person and, if applicable, the removal date of the meter. Disconnection of Electric Service Failure to Pay. For Customers who do not pay their electric bill by the due date, their REP may either terminate their electric service agreement or request the LWC to disconnect the electric service, after the expiration of a 10-day notice period. Termination of Service: If your payment for electric service is not received by the due date on your bill, your service agreement may be terminated. If you do not obtain electric service from another REP, your electric account may be dropped to the AREP pursuant to your area. Your REP will mail you a separate Termination Notice no earlier than the first day after the date your bill is due. The termination date will be no less than 10 days from the date the notice is issued. The final date your account balance is due may not fall on a holiday, weekend day, or any other day that the REPs personnel are not available to take payments. If payment is received, or satisfactory payment arrangements are made prior to the date of termination on the Termination Notice, your REP will continue to serve you under the Terms of Service in effect prior to issuance of the Termination Notice. Your REP cannot terminate your service for any of the following reasons: Failure to pay a bill owed to the Affiliated REP or the POLR (or to make a deferred payment arrangement by the date of disconnection); Failure to comply with the terms of a deferred payment agreement made with the Affiliated REP or the POLR; Using service in a manner that interferes with the service of others or the operations of non-standard equipment; Failure to pay a deposit required by the Affiliated REP or the POLR; or Failure of the guarantor to pay the amount guaranteed when the Affiliated REP or the POLR has a written agreement, signed by the guarantor, which allows for disconnection of the guarantor's service. Additionally, the Affiliated REP or the POLR may not disconnect your electric service: If it receives notification by the proposed disconnection date that an energy assistance provider will be forwarding sufficient payment on your behalf; For non-payment during an extreme weather emergency (and must further offer you a deferred payment plan for bills due during the emergency); or For non-payment if you inform the Affiliated REP or the POLR prior to the proposed disconnection date stated on the notice that you or another resident on the premises has a critical need for electric service. However, towards obtaining this last exemption listed immediately above, you must enter into a deferred payment plan with the Affiliated REP or the POLR and have the ill person's attending physician contact the Affiliated REP or the POLR and submit a written statement attesting to the necessity of electric service to support life. This exemption from disconnection due to illness or disability shall be in effect for sixty-three (63) days and may be applied for again after the sixty-three (63) days has expired and the deferred payment plan has been fulfilled. Restoration of Service. If your service has been disconnected by the Affiliated REP or the POLR for non-payment, upon satisfactory correction of the reasons for such disconnection the Affiliated REP or the POLR will notify your LWC to reconnect your service. The Affiliated REP or the POLR will continue to serve you under the Terms of Service Agreement in effect prior to issuance of the Notice of Disconnection. If your service was disconnected due to a dangerous situation, your service will be reconnected once you notify your REP or the POLR that you have corrected and satisfactorily resolved the dangerous situation. Disputes with Your Retail Electric Provider Complaint Resolution. Contact your REP if you have comments, questions or complaints about your service. Upon receipt of a complaint, your REP must investigate and notify you of its findings within twenty one (21) days. If you are dissatisfied with the results of this investigation, you may request a supervisory review, if available. Your REP must advise you of the results of the supervisory review within ten (10) business days of your request. If you are dissatisfied with the results of the investigation or supervisory review, you may file a complaint with the PUCT and the Office of the Attorney General, Consumer Protection Division. For a complaint involving a disputed bill, your REP may not initiate collection activities or termination/disconnection activities or report the delinquency to a credit reporting agency with respect to the disputed portion of the bill. However, after appropriate notice, your REP may send a Notice of Termination/Disconnection for non-payment of any undisputed portion of the bill. Reporting Outages. Your REP is responsible for providing you with the telephone number you may use to report outages or other emergencies. For your reference, this contact information is also provided at the end of this pamphlet.

General Protections Do Not Call List. Consumers may register their name, address and telephone number to the statewide "Do Not Call List," which will help limit telemarketing calls to your home or business. You may register for the "Do Not Call List" in three ways: online at www.texasnocall.com, call toll-free at 1-866-TXNOCAL (1-866-896-6225) or write to: Texas No Call, P.O. Box 313, E. Walpole, MA 02032. Language Availability. You may request to receive information from your REP in Spanish or any language in which you were solicited. Such information includes the Terms of Service Agreement, Your Rights as a Customer, bills and bill notices, termination and disconnection notices, information on new electric services, discount programs, promotions and access to customer assistance. Privacy Rights. REPs may not disclose or sell any confidential customer information, including: your name, address, account number, type or classification of service, historical electricity usage, expected patterns of use, types of facilities used in providing service, individual contract terms and conditions, price, current charges or billing records. This prohibition does not apply to the release of your information under certain circumstances as required by law (including release to the PUCT, an agent of your REP, credit reporting agencies, law enforcement agencies or an LWC). Your information will be shared with other retail REPs or aggregators only with your consent. Special Services. Your REP may offer special services for hearing-impaired customers and customers with disabilities. If you have a disability or require special assistance regarding your electric account, contact your REP about these special services. Power Outages and Emergency Contact Information TXU Electric Delivery (TXU Energy Service area) 1.888.313.4747 CenterPoint (Reliant Service area) 1.800.332.7143 or 713.207.7777 AEP Central (CPL Service area) 1.866.223.8508 Texas-New Mexico Power Company (First Choice Service area) 1.888.866.7456 AEP North (WTU Service Area) 1.866.223.8508 For all other Customer Service concerns or questions, please contact Stream Energys Customer Service department at the following locations: Toll Free at: Fax Number: Email: Mail: 1-866-44-STREAM (78732) 214-800-4440 customerservice@streamenergy.net 1950 N. Stemmons Fwy., Ste. 6053, Dallas, TX 75207

Public Utility Commission of Texas 1701 North Congress Avenue P.O. Box 13326 Austin, Texas 78711-3326 512.936.7120 888.782.8477 (toll-free)

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Georgia Energy Deregulation


In April 1997, the Georgia General Assembly passed the Natural Gas Competition and Regulation Act ACT offering Georgia consumers in the Atlanta Gas & Light Company AGLC territory the option to choose their natural gas provider from a list of approved marketers. Georgia was the rst state to attempt deregulation of natural gas in the United States. Prior to deregulation, one company, (AGL), handled both the sale and distribution of natural gas (as a bundled service). But after the ACT AGLC opted to shift roles , and provide only the distribution of the natural gas. This opened up the retail sales market of natural gas to what are known as Natural Gas Marketers which are the equivalent of a Retail Electric Provider as that term is used in Texas in the electricity market. Natural gas marketers are approved marketing companies, such as Stream Energy. Both the distribution and retail sale of natural gas through the pipeline is still regulated by the Georgia Public Service Commission (PSC) to ensure the safety and reliability of natural gas service. Distribution services are provided by AGLC (just like it always has been), and they are responsible for the maintenance of pipelines that deliver natural gas service. The State of Georgia was very progressive throughout the deregulation process, promoting customer choice and ultimately assigning a new provider to those consumers who failed to choose for themselves. All gas marketers are required to be certied by the PSC, which assures that each company meets stringent requirements designed to protect customers.

Customer Protections
Important Laws, Ethics and Other Rules of the Road When Selling Natural Gas Natural Gas deregulation has increased consumer choices, and this is a positive step forward in the energy sector. Georgians have the option to select their certied natural gas marketer and take advantage of products and services that were never available to them prior to deregulation. However, with that opportunity, comes responsibility.

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When you market Stream Energy natural gas to your friends, family and business associates, you are representing Ignite and Stream Energy. You are expected to act professionally, legally and ethically. If you are not sure whether any action you want to take is acceptable or not, it is best to do nothing until you call Ignite Associate Support to ask rst. Stream Energy and Ignite believe that individuals can be successful personally and nancially, but only in a manner that is ethical and legal. Because of the liability that your actions can cause Stream Energy or Ignite, we take legal compliance very seriously. Your actions could cause Stream Energy to incur signicant legal and monetary penalties if you act inappropriately or unlawfully, whether intentional or not. You have probably heard the phrase: IGNORANCE OF THE LAW IS NO EXCUSE. Ignite and Stream Energy apply this philosophy to Ignite Associate compliance. You can be suspended or terminated for your actions, whether they were intentional or not, and regardless of whether you knew your actions were against Ignites policies and procedures. It is your responsibility to read and understand your Ignite policies and procedures and to comply 100% with them. THEREFORE, IT IS CRUCIAL THAT YOU UNDERSTAND THE RULES OF THE ROAD. Just as speed limit signs are designed to put you on notice what the speed limit is in a given zone, state and federal laws put you on notice what is expected of you when you sell natural gas and the Ignite Opportunity. So, what should your customers expect of you?

Customer Protections
Zero Tolerance Policy Against Slamming Ignite and Stream Energy have a zero tolerance slamming policy. Slamming is the unauthorized switching of a customers service from their existing provider to Stream Energy. Also, if you have reason to believe your customer is really not understanding how deregulation works or what it means to switch their natural gas service, continue to educate them until you are certain they understand. If you have a customer who appears to be impaired (mentally, language barrier, etc.) such that he or she

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really lacks the capacity to understand the switching process, be polite and excuse yourself from further discussions with the customer. Simply put, if a customer lacks the capacity to understand the terms of their contract and the switching process, then they lack the legal capacity to enter into a binding contract. Zero Tolerance Policy Against Misleading Pricing Statements Ignite and Stream Energy have a zero tolerance policy against any Ignite Associate making false or misleading statements relating to any material aspect of our products. Ignite Associates always quote the correct price to our customers. Stream Energy is required to publish its current price with the Public Service Commission by the 5th day of each month. Ignite will communicate the current prices to our Ignite Associates. Do NOT use past prices or make price promises or savings speculations of any sort. If Ignite determines that you have quoted the wrong price to the customer, we will not consider this to be a valid sale for which you get credit since Stream Energy will be forced to honor the price to the customer and may lose money. Do NOT promise customers that you can denitely save them money or that Stream Energy is the cheapest or lowest cost marketer. That simply is not true. We offer competitive pricing and services and that is what sets us apart from other marketers. We strive to build a relationship with our customers based on a warm approach. Switching Fees Under Georgia law, customers are permitted one free switch every 12 months. If your customer has already utilized his or her free switch, he or she may have to pay a minimal fee which is charged by AGL and which Stream passes through to them. Avoid any representations to your customer that atly state that switching is always cost-free. That may not be the case. Explain this accurately to your customer. Customers Owning Multiple Properties (Apartment Buildings, Several Houses) No doubt that it is a rush when you have a customer who says he/she owns several properties or is the manager or owner of a multi-tenant dwelling such as an apartment or subdivision! What more could you ask for, right? But, before you get too excited and

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start enrolling all this customers properties, do some common sense due diligence. If not, you could risk unknowingly slamming some or all of the tenants! Ask if the bills are all in your customers name, or whether they are in the name of the individual tenants. If in the name of the individual tenants, this may be a red ag that the property owner does not have authority to switch the properties in question. If you switch them, you could have multiple slamming complaints on your hands. Avoid that. Ask some more questions. Get Associate Support involved. For example, if you have a customer with 15 properties that he can legally switch, chances are your customer does not want to have to complete 15 Quality Control (QC) phone calls. Call Associate Support. We can help you take the necessary steps to work with the customer to prevent a slamming situation and to obtain the proper legal authorizations in a way that is convenient to your customer. Enrollment Processes If you have purchased an Ignite Homesite, customers should visit your site personally to enter their information. Refer your customer to your website URL or sit down personally with him or her if the customer requests assistance. Similarly, your customer or his/her spouse should complete the Quality Control phone call personally. Stream Energy will need your customer to conrm her or her desire to switch to Stream Energy. Deposits Stream Energy may require a deposit from customers before providing service. We will run a credit check and this will be communicated to your customer. Under Georgia law, the deposit amount may not

Disclosure Documents
Letter of Authorization Every customer enrolling with Stream Energy must complete a Letter of Authorization (LOA) to enrollwhether in paper format, or online. They should get their copy of this document.

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Terms and Conditions of Service & Disclosure Statement Every Stream customer must be provided Terms and Conditions of Service and a Disclosure Statement at the time you market service to them. These documents are Streams contract with your customer. However, these do not become binding or effective on either Stream Energy or your customer until the customer completes a successful QC phone call. It is your responsibility to use the current form of these documents. You can always visit your power center to ensure you have the most current forms. Welcome Packet After your customer enrolls successfully, he or she will receiving a welcome mailing containing their terms of service, disclosure statement any applicable contracts. Senior Citizens & Senior Citizen Discounts Senior citizens can be in a particular position to benet from natural gas competition. This is because many senior citizens are on a xed income. If Stream Energys price is lower than their existing marketer, they can take advantage of the potential savings. However, some senior citizens rely upon their adult children or other caretakers to assist them. If you suspect that your customer does not fully understand switching, as stated above, politely excuse yourself from the sale or arrange a time to talk to them with their representative or adult child present. Senior citizens who are 65 years of age or older and have a total annual combined household income of $14,355 or less are eligible for up to a $14.00 monthly discount on their AGL base charge. Natural gas service must be in the name of the customer to be eligible. Elderly seniors who have been approved to receive the discount will see it reected on their Stream Energy bill. Low-Income Customers Stream Energy works with low-income customers who may be eligible for certain assistance or discounts. If you have a customer who wants to know about available programs before switching, obtain the information and communicate accurately

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to the customer. Do not make any representations or hazard a guess. Arm yourself with information for your particular customer. Ill and/or Disabled Customers Stream Energy does not discriminate on the basis of disability or illnesseither actual or perceived. However, if you are soliciting a customer that you suspect has a disability or illness that may be preventing him or her from understanding switching, or if the customer relies upon a representative to assist him or her, either politely excuse yourself from the sale or arrange a time to speak to the customer and his or her representative together. As stated previously, if a customer lacks mental capacity to understand the switching process and the terms of a contract, then they likely lack the legal capacity to enter into a binding contract. If a customer cannot read the enrollment or marketing materials because of a visual impairment, contact us! We will gladly prepare and provide a large print document and email it to you or your customer! Customer Complaints Stream Energy has an internal process and a professional team of Customer Care Representatives to assist your prospective or current customer with any questions or complaints they may have. If your customer calls you with a complaint about Stream Energy, direct them to Stream Energy customer care toll-free at 1-866-543-4642. Email: go.ga@streamenergy.net. Stream Energy has an internal escalation process to handle customers who may not be satised with the rst person they speak to. If the customer is dissatised, we have team leaders and managers to whom the call can be escalated for resolution. We pride ourselves on this level of customer service. If you have an irate customer, do not ignore their calls when they reach out to you for help. After all, you helped sign them up for service. Ignite Associates pride themselves on assisting and retaining their customers after the sale.

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Ethics and Ignites Policies & Procedures


Our Customers Have the Following Rights: Who, What, and Why. Our customers should know who you are, why you are approaching them and what you are selling. Ignite believes in warm marketingmeaning that we market to family and friends. We do not use aliases, pretend to sell something other than electricity or natural gas, or ever mislead customers as to the nature or terms of the product we are selling. Right to Cancel. Your customers should know how to cancel their switch request if they decide they do not want to switch to Stream Energy. Under federal and state law, customers have a three day right of rescission. Your customers right of rescission starts on the date they complete their QC call. We expect that you communicate this accurately and truthfully to them. Stream Energy wants sticky customers. Misleading or lying to consumers about their right to cancel does not help you and it doesnt help Stream Energy. Right to Privacy. Your customers and potential leads have a right to privacy. Neither Stream Energy nor Ignite believes in telemarketing, direct mailing, cold solicitation, or email spamming customers. In fact, spamming and telemarketing could be illegal and you could be criminally or civilly liable as an individual! Similarly, your customer should expect that you follow up with them at a time of day and in a manner that is convenient to them. Ignite does not believe in sharing your customers account information with you, their associate. Once your customer completes enrollment with Stream Energy, they have the right to have their energy matters handled by Stream Energys customer service department or by persons they authorize to handle their nancial and energy matters for them. We encourage you to continue to assist your customer, but please understand that Streams Customer Care department will not release sensitive or private information to you. Stream Energy is aware that many customers have real concerns for the potential misuse of their personal information. In this connection, any information provided by customers will only be used by Stream Energy to facilitate services customers have requested.

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Typically, Stream Energy does not collect highly-sensitive information from customers or other individuals. We only collect such data when it has been offered by our customers voluntarily, knowingly and for specic purposes (such as responding to informational requests or towards providing services). o Stream Energy will never release a customers personal data to unafliated companies for commercial purposes unrelated to the business of Stream Energy. However, we may use such information to inform customers of the goods and services that think may interest them. o In respect of the delivery of certain services, we may sometimes share customers personal information with a service partner under strict condentiality conditions. o Without a customers consent Stream Energy will not disclose any information to unafliated companies or organizations, unless: (i) required by law; (ii) necessary to provide a service or information that you have requested; (iii) towards effecting our Terms of Service; or (iv) to protect the rights, property or personal safety of another member of the public or Stream Energy (or its customers). o We will not otherwise disclose a customers personal information to other companies without their explicit consent. Stream Energy and Ignite and IAs will only use a customers information strictly in accordance with its Privacy Policy. It is completely against our policies and procedures for an IA to use a customers personal information for personal gain or for the benet of a third party. For example, it would be against our policies for an IA to provide customer information to a realtor for the purpose of allowing the realtor to assemble a mass customer mailing list. Right to Accurate and Truthful Information. Your customers have the right to accurate and truthful information regarding price, quality, quantity, performance, and availability of Stream Energys products. o Ignite Associates do NOT have authority to promise current or future prices that are not the correct published price with the Public Service Commission. o Customers enrolling with an Ignite Associate do not get a better deal than other customers who might approach Stream Energy on their own.

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Do not misrepresent as such. o Ignite Associates do NOT make other promises, lotteries, rewards, or gifts in exchange for becoming a customer. o Ignite Associates should never mislead customers about ANY term of their agreement with Stream Energy. o If you do not know the answer to a customers question about a Stream Energy product, dont guess and dont mislead them. Instead, tell them you do not know the answer, but you will get back with them. Then, obtain the answer, and follow up with the customer timely as you promised. Right to Information in Their Preferred Language. Stream Energy customers have the right to receive their Stream Energy enrollment documents in their preferred language. If you conducted the marketing or sales pitch in Spanish, we expect that you will complete a Spanish LOA (Letter of Authorization), and that you have provided your customers their Terms and Conditions and Disclosure Statements in Spanish. Dont give Spanish speaking-only customers information in English. Right to Contact Information. Stream Energy customers have the right to know who you are, including your contact information. They also have the right to the number to Associate Support if they want to make a complaint about you or have questions. Our customers also have the right to know Stream Energys contact information and to make a complaint to the company if they are dissatised with their service. We pride ourselves on our commitment to quality. If our customers cannot tell us how we are doingincluding if we are failing to meet their expectations--then we cannot meet their expectations and improve.

Georgia Consumer Rights (Natural Gas Consumers Relief Act)


Q: What are my rights under the Natural Gas Consumers Relief Act? A: The Act provides for a bill of rights that include a right to reliable, safe and affordable gas service, including high quality customer service; information that is unbiased, accurate, and understandable in a written form which allows for comparison of prices and terms of service; fair application of provisions in matters such as deposit

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and credit requirements, service denials and terminations, and deferred payments; protection from unfair, deceptive, fraudulent and anti-competitive practices; receipt of accurate and timely bills from their marketers; protection from improper use of customer records and payment histories; and a fair and efcient process of resolving differences with marketers.

Natural Gas Consumers Bill of Rights


As Stated In House Bill 1568 Laymans Term You have a right to . . . All consumers must have access to reliable, safe, and affordable gas service, including high quality customer service. All consumers have the right to receive accurate, easily understood information about gas marketers services, plans, terms and conditions, and rights and remedies. Must be unbiased, accurate and understandable in a written form which allows for comparison of prices and terms of service. All consumers must receive the benets of new services, technological advances, improved efciency and competitive prices. Standards for protecting consumers in matters such as deposit and credit requirements, service denials and terminations, and deferred payment provisions must be applied fairly to call consumers. . . . safe, reliable, dependable gas service and high quality customer service from a provider whose staff are knowledgeable professionals. . . . receive information that allows you to understand your current plan, if applicable, and to compare all marketer services in plain language.

. . . receive the best value for every dollar you spend.

. . . equal treatment in matters related to credit, deposits, denial of service, payment arrangements, and disconnection for nonpayment.

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Natural Gas Consumers Bill of Rights (continued)


All consumers must be protected from unfair, deceptive, fraudulent and anticompetitive practices, including, but not limited to, practices such as cramming, slamming, and providing deceptive information regarding billing terms and conditions of service. All consumers shall receive accurate and timely bills from their marketers. All consumers are entitled to protection of their privacy and must be protected from improper use of their customer records of payment histories without their expressed consent. All consumers must be protected from price increases resulting from inequitable price shifting. All consumers have the right to a fair and efcient process for resolving differences with marketers, including a system of internal review and an independent system of external review. . . . receive accurate information useful in making informed decisions about your service and to have your service switch to another marketer only when you authorize it.

. . . receive accurate and timely bills.

. . . have your privacy protected.

. . . prices that reect only costs caused by you, directly or indirectly.

. . . have your dispute settled fairly by your marketer, or an unbiased third party.

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Establishing New Marketing Natural Gas Service


Service Area Stream Energy is only able to offer natural gas service in the areas that are served by AGL. If a customer is not serviced by AGLC, we can not offer our service to that customer. Enrollment Procedures For your customers convenience, Ignite provides two customer enrollment methods: 1) a new Letter of Agency can be established via paper enrollment form; or 2) an electronic LOA can be submitted on the Internet via an Ignite Associates Homesite. Make sure that your new customer has access to his or her last energy bill when signing up because he or she will need to enter the AGLC number on the LOA in order to transfer service to Stream Energy. At this time Stream Energy does not accept new service connections for new Energy Accounts. Credit Checks Before new customers request for service can be processed, they must undergo a credit evaluation process to determine if a deposit or additional documentation is required. If a deposit is required to establish service, customers will be contacted by a Stream Representative and a deposit and/or a direct debit agreement will be requested. Stream Energy will send new customers a receipt for their deposits. If the offer of deposit and/or direct debit agreement is rejected, then the enrollment will be cancelled, unless the customer supplies a letter of credit (payment history) from his or her current gas company with no more than one late payment in the last year. Enrollment Status It is your responsibility as an Ignite Associate to help your customer complete the enrollment process in order to for him or her to become an active Stream Energy Account. You can only develop a Monthly Energy Income on active accounts, so it is in your best interest to help facilitate activation. The following status codes will be assigned to each Energy Account as it progresses through the enrollment process.

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Pre-verify Status once the data entry is complete by enrollment form or online, an account is established in the Stream Energy system and is placed in Pre-verify Status. The account will stay in this status until Credit, TPV and QC requirements are met. Pre-verication Failure occurs upon failure of the Quality Control call, Credit requirements, or failed enrollment. Pending Status when the Pre-verify requirements have been met, then the account will move into Pending Status (All Bonuses are paid on Pending Status). Active Status when the Switch Conrmation is received from AGLC, it will contain an activation date. The account will move in to Active Status on the effective date.

Important Gas Safety Information


Who do I call for emergencies, or if I smell gas? If you smell a SLIGHT odor of natural gas in or at your premise: Open all windows and doors Extinguish all open ames (for example, a candle you may have lit) and do not strike any matches Do NOT switch on any electrical equipment Call the Emergency Number below for assistance. If you smell a STRONG odor of natural gas in your home: Evacuate your home immediately and call the emergency number below for assistance. Do not switch any electric appliance on or off, including lights DO NOT USE TELEPHONES OR CELL PHONES ON THE PREMISES Once you are in a safe place to make a phone call, call the emergency number below and stay away from the premise until help arrives or you are instructed it is safe to return.

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AGL will handle all emergencies. Please call: In Metro Atlanta: 770-907-4231; Outside Metro Area: 1-877-427-4321

Glossary
British Thermal Unit (Btu): The quantity of heat required to raise one pound of water (about one pint) one degree Fahrenheit at or near its point of maximum density. A common unit of measurement for gas volume. 1034 Btus = 1 Cubic Foot. Certied Natural Gas Marketer: A company that has been authorized by the Georgia Public Service Commission to sell natural gas within the state. Georgia Public Service Commission (PSC): The mission of the Georgia PSC is to exercise its authority and inuence to ensure that consumers receive safe, reliable and reasonably priced telecommunications, transportation, electric and natural gas services from nancially viable and technically competent companies. LDC: Local distribution company. In the Georgia deregulated market, natural gas is delivered by the Atlanta Gas Light Company. Slamming: Switching gas service without a customers approval. This practice is illegal, and penalties are enforced by the PSC. Terms and Conditions: A contract between a Certied Gas Marketer and a customer that outlines fees, length of service and other important information. Certied Gas Marketers must provide this document to all customers. Therm: Unit of heating value equivalent to 100,000 Btu.

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Frequently Asked Questions


Q: What is the relationship between Stream Energy and Ignite? A: Stream Energy, a certied natural gas marketer, is Ignites parent company and is responsible for supplying energy service to ALL customers who enroll for service through the recruiting efforts of Ignites Independent Associates. Ignite is the network marketing distribution channel for Stream Energy. While Ignite does not technically supply energy service, its Independent Associates are compensated for gathering energy customers on behalf of Stream Energy. When a customer is recruited by an Ignite Independent Associate, the customer receives his or her energy service from Stream. However, the Ignite Independent Associate serves as the customers energy service point of contact and maintains the one-to-one relationship with the customer for as long as he or she stays on Stream Energy service. Q: What happens if I smell gas or have a gas leak? A: Atlanta Gas Light Company will continue to maintain the pipes and will be available 24 hours a day to respond to natural gas emergencies. In metro-Atlanta, call 770-907-4231; outside metro-Atlanta, call 1-877-427-4321. Who do I call for emergencies, or if I smell gas? If you smell a SLIGHT odor of natural gas in or at your premise: Open all windows and doors Extinguish all open ames (for example, a candle you may have lit) and do not strike any matches Do NOT switch on any electrical equipment Call the Emergency Number below for assistance. If you smell a STRONG odor of natural gas in your home: Evacuate your home immediately and call the emergency number below for assistance. Do not switch any electric appliance on or off, including lights DO NOT USE TELEPHONES OR CELL PHONES ON THE PREMISES Once you are in a safe place to make a phone call, call the emergency number

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below and stay away from the premise until help arrives or you are instructed it is safe to return. AGL will handle all emergencies. Please call: In Metro Atlanta: 770-907-4231; Outside Metro Area: 1-877-427-4321

Q: Who do I call with any questions about my gas service such as meter reading, billing questions, disconnection, etc.? A: The customer service department of Stream Energy will be able to assist you with any questions regarding your service. Call 866-543-4642 to speak with one of our customer care representatives. Q: How long does it take to switch from one marketer to another? A: If you enroll with a marketer by the 19th day of a given month, your switch may become effective the rst day of the following month (barring any system limitations). If your request is not processed by 3:00 a.m. on the 20th day of the month, your switch becomes effective the next following month (example: enroll on March 20 - request not processed; therefore, switch becomes effective May 1).

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Payment Options
Stream Energy Pay Center Locator If you would like to make your energy payment in person, simply visit www.streamenergy.net and use the Stream Energy Pay Center Locator to nd a location in your local area where you can make your payment. If you choose to pay your bill with a money order, please have the money order made payable to the name of the Convenience Store or location you are paying at, rather than payable to Stream Energy. Automated Bank Draft The worry-free way to pay your energy bills. With this service, the amount of your monthly bill is automatically deducted from your bank account by Stream Energy. For verication purposes, the amount to be deducted will be sent to you before each withdrawal on your bill. There is no set-up fee nor a charge associated with this method of payment. To set up Automated Bank Draft, visit www.streamenergy.net and download the ACH Recurring Debit Form. After lling it out, send it to Stream Energy, along with a voided check, to the following address: Stream Energy 1950 Stemmons Freeway, Suite 6053 Dallas, TX 75207 If you prefer, you may also fax this form to 972-367-0936. You may also set up recurring bank draft payments by visiting your bank and making arrangements through them. Payments are posted the same day to the Stream Energy customers account. Stream Energy Web-Based Bill Payment For when you are running short on time to pay your bill. To use this method of payment, visit www.streamenergy.net. PLEASE NOTE: If you elect to pay your Stream Energy bill over the Internet by credit card, debit card or by check, there is an additional convenience charge of $2.95 collected by BillMatrix (not Stream Energy) as the provider of this payment service. Payments are posted the same day to the Stream Energy customers account. Stream Energy Over the Phone Bill Payment

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Pay your bill over the phone, by credit card, debit card or by check. To pay by phone, please call (800) 584-1231. PLEASE NOTE: If you elect to pay your Stream Energy bill over the phone there is an additional convenience charge of $2.95 charged by BillMatrix (not Stream Energy) as the provider of this payment service. Payments are posted the same day to the Stream customers account. Payment by Mail If paying by check or money order via the mail, please send all payments with your payment coupon to the following address: Stream Energy P.O. Box 105522 Atlanta, GA 30348-5522 Stream Energy provides a self-addressed envelope with your bill to return your coupon and payment. Payment Through Financial Institution Online Bill Payment Many nancial institutions such as major banks offer their customers the ability to pay their bills via their own online bill payment service. Normally, these services debit the customers checking or savings account to pay the bill. Depending on the nancial institution, they may or may not charge a fee for the service. Payments may take up to three business days to post to the Stream Energy customers account. Please consult with your bank for more information.

Although this manual is incorporated by reference as part of the Agreement between Ignite and the Ignite Associate, it is not intended to, nor does it confer any third party beneciary rights, between either Stream Gas & Electric, Ltd, Stream Georgia Gas SPE, LLC, or Ignite and the retail customer. In the event of a conict between this manual and a customers Terms of Service and/or Conditions, the TOS/TOC shall control.

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