Issue Date: December 12, 2011 Secure Choice 18 Month Plan TDU Service Area: Centerpoint Average Monthly Usage:

Transcripción

1 Electricity Facts Label (EFL) Stream SPE, Ltd. (d/b/a Stream Energy ) PUCT License #10104 Issue Date: December 12, 2011 Secure Choice 18 Month Plan TDU Service Area: Centerpoint Average Monthly Usage: 500 kwh 1,000 kwh 2,000 kwh Average price per kwh: This average price disclosure is an example based on the following description: Electricity Price Energy Charge: Centerpoint kwh Charge: Centerpoint Monthly Charge: $ per kwh $ per kwh $ 9.41 The price you pay each month will consist of the energy charge, a minimum usage fee (if applicable) and Centerpoint delivery charges. Centerpoint delivery charges include all recurring charges from Centerpoint without mark-up by Stream Energy. This average price disclosure is an example based on sample usage levels your average price for electricity service will depend on your usage. A minimum usage charge of $9.95 applies in billing months where monthly usage is 699 kwh or less, or $4.95 where monthly usage is between 700 kwh and 999 kwh. The average price per kwh does not include state and local sales taxes, reimbursement for the State miscellaneous gross receipts tax, or non-recurring charges such as (for illustration purposes only) special meter read/test fees, collection fees, disconnect/reconnect fees, etc. Some customers in certain areas may be subject to an additional Centerpoint charge such as an underground service charge that is not included in the Average Price above. You may contact Stream Energy for additional information. Other Key Terms and Questions See Terms of Service document for a full listing of fees, deposit policy, and other important terms. Type of Product Contract Term Do I have a termination fee or any fee associated with terminating service? Can my price change during contract period? If my price can change, how will it change and by how much? Fixed Rate 18-Month Yes, $250 (See Terms of Service.) Yes Your "Energy Charge" will NOT change during the term of this product. Only changes that are outside Stream Energy's control such as TDSP charges, changes to the ERCOT or Texas Regional Entity administrative fees charged to loads, or changes resulting from federal, state or local laws that impose new or modified fees will be reflected. Disclosure Chart What other fees may I be charged? See TOS Paragraphs 3,7,10,11,23 and 24. Is this a pre-pay or pay in advance product? No Does Stream Energy purchase excess distributed renewable generation? No Renewable Content This product is 11.5% renewable. The statewide average for renewable content is: The statewide average for renewable content is 11.5%. P.O. Box , Dallas, TX 75219, customerservice@streamenergy.net Toll-free: (7 a.m. to 10 p.m. CT, Mon-Fri; 8 a.m. to 5 p.m. CT, Saturday) Secure Choice 18 Month Plan Version: 18_121211_CNP

2 Stream SPE, Ltd. d/b/a Stream Energy REP License #10104 Terms of Service (TOS) Agreement (the Agreement ) for Residential Electric Service Version 67.0 This document sets forth the terms and conditions that apply to your purchase of electricity from Stream Energy for residential electric services. Your contract with Stream Energy includes this Terms of Service, your enrollment authorization in writing, by telephone or internet, the Electricity Facts Label (EFL) and the Your Rights as a Customer disclosure document, as each may be amended from time to time. The terms includes or including shall mean including without limitation. For purposes of this agreement, the term Customer shall mean the person whose name appears on the bill for service under this Agreement, or that person s spouse, or an authorized agent thereof. 1. Contact Information. Stream Energy: By Phone: By Website: Toll Free: STREAM (78732) between 7 a.m. to 10 p.m. Monday to Friday, and 8 a.m. to 5 p.m. Saturday, CT, excluding holidays customerservice@streamenergy.net (must indicate Account Number or ESI ID Number in subject line) For any formal notices to Stream Energy pursuant to this Agreement, the following mailing address shall apply: Stream Energy, Attn: Retail Operations, P.O. Box , Dallas, Texas The Customer s contact information is provided by customer at the time of enrollment. It is Customer s sole responsibility at all times to provide to Stream Energy --at the address listed in this paragraph--with a valid mailing address to receive invoice(s) and notices under this Agreement and as required by any applicable state or federal law. References to the full text of laws of the Public Utility Commission of Texas (PUCT) referenced in this Agreement are as those provisions exist at the time of this TOS, and may be found by Customer at Customer has the right to provide Stream Energy or its affiliates with customer s electronic contact information (e.g. cell number and/or , etc.) to additionally receive notices, electronic communications, text messages, s (including mass communication s) at Customer s discretion. By providing said contact information, Customer agrees to accept notices and communications electronically. 2. Purchase of Electric Service from Stream Energy and Term. Customer agrees to purchase electric service from Stream Energy for the ESI ID(s) and Service Address(es) identified by Customer during enrollment. The Product Type (i.e., Fixed vs. Variable), and the term (i.e., length of the contract), shall be the type and term that was selected by Customer during enrollment. Following submission of a complete request for enrollment to Stream, Customer may be required to post a deposit, supply additional information, or complete a verification (or other confirmation) of intent to enroll before the Customer can be switched to Stream Energy for service. In the event Customer fails to timely supply a deposit, additional information, or complete verification/confirmation on or before ten (10) days of the date of such request, Stream reserves the right to refuse to honor the terms of this Agreement, including pricing. Further, if Customer is completing a New Service (a/k/a Move-In) enrollment and fails to provide a deposit on or before ten (10) days after the date of such request for the deposit, Customer may additionally be subject to disconnection of electric service and all fees or charges associated with disconnection and reconnection of service thereafter, including any costs for collections as set forth herein. In addition to other lawful reasons allowed by PUCT regulations to deny service, in the event there is a change in the terms of this agreement (including pricing) between the time that Customer requests enrollment for service and the time that Stream completes its internal processes to begin the initiation of service to Stream with the Transmission Distribution Utility (TDU) and/or Electric Reliability Council of Texas (ERCOT), Stream reserves the right to deny service under this Agreement. 3. Moving/Relocation. In the event that Customer moves from the Service Address(es) identified during enrollment, or no longer wishes to receive service in Customer s name (e.g., because of a new occupant) at said Service Address(es), Customer agrees to complete a Customer Account Transfer (CAT) form supplied by Stream Energy to notify Stream Energy in writing via U.S. mail at the mailing address set forth in Section 1. Customer agrees that failure to provide adequate notification to Stream Energy in accordance with this paragraph will result in the Customer remaining liable for any and all charges related to electric service delivered to the Service Address(es). In addition, Customer agrees that Stream Energy does not have control over, and shall not be responsible for, any delay, failure or inability by the TDU, ERCOT, or any other entity that is responsible for performing actions necessary to discontinue service in Customer s name. In such an instance, Customer agrees to remain responsible for all charges that accumulate until the TDU, ERCOT or other entity can perform actions necessary to discontinue service in Customer s name. Customer shall not resell electricity to any third party. Customer agrees to provide Stream Energy with a valid forwarding address to receive Customer s remaining invoice(s). 4. Price per Kilowatt Hour. Customer agrees to pay the price indicated in the Electricity Facts Label (EFL) and all amounts invoiced. The Price per Kilowatt Hour ( kwh ) provided by Stream Energy for both Fixed and Variable plans is set forth on the EFL provided to Customer for that specific product. The Price includes the energy charge, a minimum usage fee (if applicable) and TDU delivery charges. The average price per kwh does not include state and local sales taxes, reimbursement for the state

3 miscellaneous gross receipts tax, or non-recurring charges such as (for illustration purposes only) special meter read/test fees, collection fees, disconnect/reconnect fees, etc., charged by the TDU or by Stream Energy, as applicable. A minimum usage charge of $9.95 applies in billing months where monthly usage is 699 kwh or less, or $4.95 where monthly usage is between 700 kwh and 999 kwh. Please note that Stream Energy will not charge a minimum usage fee for any invoice where the monthly billing period consists of less than twenty calendar days. 5. Changes in Price. Fixed Rate Product. The price for the Fixed Rate Product may be modified, or may vary from the EFL, solely to reflect actual changes in the TDU charges, changes to the ERCOT or Texas Regional Entity administrative fees charged to loads, or changes resulting from federal, state or local laws that impose new or modified fees or costs on Stream Energy that are beyond Stream Energy s control. Variable Price Plan. The price for the Variable Price Plan may fluctuate and is subject to change at the sole discretion of Stream Energy, based upon the fluctuation of wholesale power costs; the rates will change based upon updates in pricing to the Variable Price Plan as posted on Stream Energy s web site. Customers who enroll on the Variable Price Plan may monitor the rates for the Variable Price Plan on a daily basis by visiting or by calling Stream Energy Customer Care. 6. Changes in Terms of Conditions of Agreement. Only as allowed by PUCT regulations, Stream Energy may from time-to-time find it necessary to make changes to the terms and conditions of this Agreement. If the change benefits the Customer, no notice will be given. Otherwise, Stream Energy will provide Customer with at least 14 days written notice in advance of the date the change will take effect. The change will become effective 15 days after the date stated in the notice. If the proposed new change(s) or term(s) are not acceptable to Customer, Customer may terminate the contract; otherwise Customer will be deemed to have accepted the new change(s) or term(s). For Customers on a Fixed Rate Plan only: Changes in the length or duration of Customer s Fixed Rate Product may only be made by entering into a new contract with Stream Energy. Customer will not be subject to any penalty for early termination so long as Customer terminates within the 14 day notice period provided to Customer. However, beginning on Day 15 after the date the notice is sent, if the Customer has not terminated Customer s existing contract in the 14-day window described herein, the Customer will be deemed to have accepted the new change(s) or term(s), and any subsequent termination by Customer will be subject to an early termination penalty. 7. Early Termination Penalties: Variable Price Plan: Customers on a Variable Price plan may terminate this Agreement at any time without penalty by written notice via U.S. mail at the address indicated in Section 1 of this Agreement. Upon Customer s termination of this Agreement, charges from Stream Energy for electric service to the meter will end after the next meter reading by the TDU following the date of Stream s processing of the request to terminate. Customer s obligations under the Agreement will end when the outstanding balance on Customer s account is paid in full. Fixed Rate Product: Customers on a Fixed Rate Product may terminate the Terms of Service Agreement at any time with written notice to Stream Energy via U.S. mail at the address indicated in Section 1. Except as otherwise set forth below, in the event Customer terminates the Agreement at any time 31 or more days prior to the end of the term of the Agreement, Early Termination Fees (ETFs) shall apply, as follows: (a) For any plan six (6) months or shorter (i.e., 6 billing periods or less), the ETF shall be one-hundred fifty dollars ($150.00). (b) For any plan with a term longer than six (6) months (i.e., 7 billing periods or more) the ETF shall be two-hundred fifty dollars ($250.00). In the event that Customer is terminating this Agreement because Customer is moving to a new premise, then Early Termination Fees shall NOT apply upon proper verification of such move provided to Stream Energy and a valid forwarding address. Stream Energy reserves the right to make a determination of proper verification under this provision in its sole discretion, and agrees to act in good faith in making said determination. Stream Energy may terminate this Agreement at any time for non-payment, fraud or misrepresentation by Customer. Right of Rescission. Except as set forth for New Service (a/k/a Move-In ) requests in which Customer requests service as soon as possible outside the parameters of the normal ERCOT switch process, Customer has the right to terminate this Agreement without any Early Termination Penalty within three federal (3) business days after receipt of this Terms of Service. Please include: a statement requesting cancellation; name, address and phone number(s); and account # or ESID #. Customer may contact Stream with this information to cancel by midnight of the 3rd federal business day: Phone at STREAM (78732), Fax at or at customerservice@streamenergy.net. 8. Notification of Expiration of Contract Term. For Customers on a Fixed Rate Plan, Stream Energy will provide Customer with a contract expiration notice sent at least 14 days prior to the end of the initial contract term specified in the EFL. If Customer does not take action to ensure continued receipt of service upon the expiration of the Fixed Rate Plan, Customer will continue to be served by Stream Energy under a default renewal product on a month-to-month basis after the end of the initial contract term, until Customer switches to another provider, selects another Stream Energy plan (if Customer has not already done so), or Stream Energy terminates or disconnects Customer s electric service. The default renewal product is a month-to-month product which contains a rate that will vary and could be higher or lower than the Customer s fixed rate plan that has expired. 9. Billing, Invoices and Payment. Stream Energy will send Customer a monthly bill that is due and payable sixteen (16) days from the date of the bill. Customer agrees to pay, in a timely manner in accordance with this Agreement, all amounts invoiced by Stream Energy. Customer agrees and understands that Stream Energy relies upon Customer to supply a payment coupon or

4 correct account number when making payment. Customer agrees to ask for a receipt verifying proof of payment when making payment at an authorized payment station. Customer further agrees it is Customer s sole responsibility to review said receipt to ensure that all information on the receipt is complete and accurate so that payment can be timely credited to Customer s account(s). Failure by Customer to ensure the accuracy of all information on the receipt of proof of payment could result in late payment or disconnection of service to Customer for which Customer shall hold Stream harmless for any damages resulting therefrom. Stream also reserves the right to calculate any Invoice based on estimated meter readings in the absence of actual meter readings from the TDU. Once actual meter readings are received, Stream will make adjustments on a subsequent invoice. 10. Late Fees and Collections. Except for a Customer whose name is on the bill and who is Texas Lite-Up qualified, if your entire bill amount is not paid by the due date, you will be charged a late fee of five percent (5%) of the original invoiced amount exclusive of any portion of your invoice to which a prior late fee has already been applied. If you are unable to pay your bill by the due date, please contact Stream Energy at the number(s) listed in Section 1 of this Agreement. Stream Energy encourages you to request and obtain additional information about the following payment alternatives offered by Stream Energy: (i) Average Billing; (ii) Automated Bank Draft; (iii) Bill Payment Assistance; and (iv) Low Income Discount (if legislative funding available). Stream Energy will charge twenty-five dollars ($25.00) for each transaction not processed due to insufficient funds including (i) returned checks, (ii) returned electronic fund transfers and (iii) rejected credit card transactions. Customer agrees that Stream, in its discretion, may transfer any balance owed by Customer from another account with Stream to customer's bill covered by this agreement, and that said amounts will be billed to customer under this account. Customer also understands and agrees that if the Customer has multiple accounts with Stream Energy, that Stream Energy may, at its sole discretion, issue separate bills and notices (including Disconnection Notices) to the Customer for each account the Customer holds with Stream Energy. Customer agrees to remit separate payment for each account in lieu of a single payment covering multiple accounts and understands that failure to render separate payment(s) for each invoiced account could result in delays in the receipt and/or processing of the Customer's payment thereby further resulting in late fee(s) and/or Disconnection of Service. In the event of the assessment of a late fee or disconnection or disruption of service, or any other harm (whether actual, financial, incidental or otherwise) resulting from Customer's failure to issue separate payment, Customer agrees to hold Stream Energy harmless from any and all liability and damages. As a Stream customer, you agree that Stream may important information to you such as notifications of the pending expiration of your contract, rate offers, etc. Stream will not share your address or allow third parties to send information to you using any information gathered from your relationship with Stream as a customer. In the event that Customer defaults in the prompt payment of amounts due under this Agreement and such indebtedness is placed in the hands of an attorney or collection agent for collection, or suit is brought on same, or the same is collected through probate, bankruptcy or other judicial proceedings, then Customer agrees to pay reasonable fees and expenses (including attorney fees) incurred by Stream Energy or the attorney/collection agent in the collection of such indebtedness. 11. Disconnection of Service. Stream Energy will provide Customer with at least ten (10) calendar days written notice of disconnection of service for non-payment. If payment is not received on or before the due date stated in the disconnect notice, Stream Energy has authority to order disconnection of electric service for non-payment which will, in turn, also terminate Stream Energy s obligations under this Agreement. In addition, there are circumstances under which electric service, and hence, this Agreement, may be terminated by Stream Energy immediately without any advanced notice, as allowed by PUCT regulations (See ). Termination of this Agreement under this paragraph or any other provision of the Agreement shall not excuse Customer s obligation to pay all outstanding invoice amounts. For Fixed Rate Plan Customers: disconnection could be deemed an early termination of Customer s contractual obligations triggering an Early Termination Penalty. A reconnection fee and/or deposit may thereafter be required for reconnection of service following disconnection. 12. Customer Assistance Programs. Stream Energy will offer the opportunity to voluntarily contribute to a bill payment assistance program for qualified residential customers who have financial hardships and need assistance paying their bill(s). Further, Stream Energy will have an average billing plan available. Except for a Customer whose name is on the bill and who is Texas Lite-Up qualified, only a Customer who is not delinquent with Stream Energy may request average billing. The amount is calculated by adding the current invoice amount to the previous eleven months billed amounts for the service address. That total amount is divided by either twelve or by the number of months billed amounts available for the service address. Finally, 10% of any unpaid difference carried over from previous months is added or subtracted based on whether Customer has under or overpaid. If Customer s account becomes delinquent, Stream Energy reserves the right to remove Customer s account from average billing and to require payment of actual invoiced charges on a go-forward basis. Upon termination of average billing or service altogether, Stream reserves the right to true-up any over- or under- payment. For customers expressing an inability to pay, they may qualify for a payment arrangement plan or a Deferred Payment Plan. Customer is urged to contact Customer Care for details and assistance. 13. Deposit Requirements. This section not applicable if Customer, at Stream s sole discretion, is eligible for and selects a product not requiring a deposit. Customer may be deemed as having established satisfactory credit if: (a) the customer was not late in paying an electric bill more than once in the last twelve (12) consecutive months; (b) possesses a satisfactory credit rating with a credit reporting agency; (c) is sixty-five (65) or older and is not currently delinquent in payment of any electric service acct. Customers qualifying for a rate reduction program may pay a deposit that exceeds $50 in two equal installments. Customers that are the victim of family violence and can provide a certification letter by the Texas Council on Family Violence may not be required to pay a deposit. Customers without established satisfactory credit may be required to pay a deposit.

5 Please contact Stream Energy for more information about deposit requirements and establishment of satisfactory credit. If at any time during the duration of this Agreement Customer does not maintain satisfactory credit, Stream may require Customer to post a security deposit in the amount of no greater than two (2) months of estimated billing, based on Customer s historical usage information. Customer may be required to provide a deposit if late in paying an invoice more than once during the last twelve (12) months of service or if Customer s service has been disconnected for non-payment. Customer may also be required to provide an additional deposit if: (i) Customer s average annual Invoice for the last twelve (12) months is at least twice the amount of the original estimated annual Invoice, and (ii) a notice for termination has been issued in the previous twelve (12) months. In either or all scenarios combined, the total amount of your deposit will not exceed an amount equivalent to the greater of either: (a) the sum of the next two (2) months estimated billings or (b) one-fifth (1/5) of the estimated annual billing. Interest will accrue on cash deposits retained for longer than thirty (30) days at an interest rate established annually by the PUCT. Interest shall accrue from the date the deposit is received. Any accrued interest upon Customer s deposit will be credited as required by PUCT regulations (see ). A deposit shall be refunded after Customer has paid invoices for twelve (12) consecutive months without any late payments or upon termination of service. Refunds of a deposit will be given after offsetting the deposit against any amounts owed. 14. Discrimination. Stream Energy does not discriminate, deny service, or require prepayment or a deposit for service based on a customer's race, creed, color, national origin, ancestry, sex, marital status, lawful source of income, level of income, disability, familial status, location of customer in an economically distressed geographic area or qualification for low income or energy efficiency services. Stream Energy cannot use a credit score, credit history, or utility payment data to determine price for service product with a term of 12 months or less. 15. Disputes or Complaints. Please contact Stream Energy promptly if you have specific comments, questions, complaints or billing questions using the contact information set forth in Section 1. In the event that the Customer Service Department of Stream Energy cannot properly assist you or you are not satisfied that the issue at hand has not been resolved, you may also contact the PUCT and/or refer to the Your Rights as a Customer pamphlet for additional information. 16. Limitations of Liability. STREAM ENERGY WILL ENDEAVOR TO PROVIDE SERVICE IN A COMMERCIALLY REASONABLE MANNER: HOWEVER WE DO NOT GUARANTEE A CONTINUOUS SUPPLY OF ELECTRICAL ENERGY. EVENTS THAT ARE OUTSIDE OF OUR CONTROL, REFERRED TO AS FORCE MAJEURE EVENTS, MAY RESULT IN SERVICE INTERRUPTIONS. STREAM WILL NOT BE LIABLE FOR SERVICE INTERRUPTIONS CAUSED BY FORCE MAJEURE EVENTS. STREAM ENERGY DOES NOT GENERATE ELECTRICITY, NOR DOES IT TRANSPORT IT FROM THE GENERATION POINT TO CUSTOMER S SERVICE ADDRESS, NOR DOES STREAM ENERGY OWN OR OPERATE SERVICES RELATED TO THE CUSTOMER S METER. CUSTOMER SPECIFICALLY AGREES THAT STREAM ENERGY HAS NO LIABILITY OR RESPONSIBILITY FOR THE OPERATIONS OF THE LOCAL DISTRIBUTION UTILITY OR INDEPENDENT OPERATOR AND MAINTENANCE OF ITS SYSTEM OR THE ELECTRICAL GRID SYSTEM, AS APPLICABLE, OR FOR INTERRUPTIONS, TERMINATION, REPAIR OR RECONSTRUCTION, TIMELY SERVICING, OR DETERIORATION OF THAT SERVICE. IF THE LOCAL DISTRIBUTION UTILITY OR OTHER THIRD PARTY EXPERIENCES AN EVENT OF FORCE MAJEURE, THAT, DIRECTLY OR INDIRECTLY, AFFECTS THE DELIVERY AND CUSTOMER S RECEIPT OF ELECTRICITY, STREAM ENERGY IS LIKEWISE ENTITLED TO CLAIM AN EVENT OF FORCE MAJEURE UNDER THE TERMS OF SERVICE. LIABILITIES NOT EXCUSED BY REASON OF FORCE MAJEURE OR OTHERWISE SHALL BE LIMITED TO DIRECT ACTUAL DAMAGES ONLY AND SUCH DIRECT ACTUAL DAMAGES SHALL BE THE SOLE AND EXCLUSIVE REMEDY AND ALL OTHER REMEDIES AT LAW OR IN EQUITY ARE WAIVED. NEITHER PARTY WILL BE LIABLE TO THE OTHER FOR CONSEQUENTIAL, INCIDENTAL, PUNITIVE, EXEMPLARY OR INDIRECT DAMAGES. THESE LIMITATIONS APPLY WITHOUT REGARD TO THE CAUSE OF ANY LIABILITY OR DAMAGE. THERE ARE NO THIRD PARTY BENEFICIARIES TO THE TERMS OF SERVICE. CUSTOMER AGREES, CONSENTS TO, AND UNDERSTANDS THAT STREAM ENERGY IS NOT LIABLE FOR DAMAGES CAUSED BY EVENTS OF NEGLIGENCE, INCLUDING GROSS NEGLIGENCE OR FAILURE TO ACT (INCLUDING IN A TIMELY MANNER), BY ANY EMPLOYEE, AFFILIATE, VENDOR OR CONTRACTOR OF STREAM ENERGY, OR OF FORCE MAJEURE, INCLUDING ACTS OF GOD, ACTS OF ANY GOVERNMENTAL AUTHORITY, ACCIDENTS, STRIKES, LABOR TROUBLE, EVENTS OF FORCE MAJEURE OCCURRING WITH RESPECT TO THIRD PARTY SYSTEMS OR ASSETS, OR ANY CAUSE BEYOND OUR CONTROL. 17. Representations and Warranties. THE ELECTRICITY SOLD UNDER THE TERMS OF SERVICE WILL BE SUPPLIED FROM A VARIETY OF GENERATING SOURCES. THE LOCAL DISTRIBUTION UTILITY OR ISO SYSTEM WILL NOT FACILITATE THE DELIVERY OF ELECTRICITY FROM A SPECIFIC GENERATING SOURCE TO CUSTOMER S SERVICE ADDRESS. STREAM ENERGY MAKES NO REPRESENTATIONS OR WARRANTIES OTHER THAN THOSE EXPRESSLY SET FORTH IN THE TERMS OF SERVICE AND EXPRESSLY DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, CONFORMITY TO MODELS OR SAMPLES AND FITNESS FOR A PARTICULAR PURPOSE. 18. Assignment. Customer may not assign this Agreement, in whole or in part, or any of its rights or obligations hereunder without the prior written consent of Stream Energy. Stream Energy may, without Customer s consent: (i) transfer, sell, pledge, encumber or assign this Agreement or the accounts, revenues or proceeds hereof in connection with any financing or other financial arrangement; (ii) transfer or assign this Agreement to an affiliate of Stream Energy; (iii) transfer or assign this Agreement to any person or entity succeeding to all or substantially all of the assets of Stream Energy; and/or (iv) transfer or assign this Agreement to a certified retail electric provider. In the case of (ii), (iii) or (iv), any such assignee shall agree in writing

6 to be bound by the terms and conditions hereof. Upon any such assignment, Customer agrees that Stream Energy shall have no further obligations. 19. Title, Risk of Loss and Indemnity. Customer acknowledges that Stream Energy does not have care, control or custody of Customer's property or premises, or of any electrical facilities, including, but not limited to, lines, wires, or the meter, located on or near Customer's property or premises. Customer further acknowledges that Customer is in exclusive control (and responsible for any damages or injury caused thereby) of electricity at and from such meter. Title to electricity and risk of loss related to electricity shall transfer from Stream Energy to Customer at respective meter/or Service Address. CUSTOMER SHALL INDEMNIFY, DEFEND, AND HOLD STREAM ENERGY HARMLESS FROM ANY CLAIMS, INCLUDING CLAIMS FOR PERSONAL INJURY, DEATH, PROPERTY DAMAGE AND ATTORNEY'S FEES, ARISING FROM ANY ACT OR INCIDENT OCCURRING WHEN TITLE TO ELECTRIC SERVICE IS DEEMED TO BE IN THE EXCLUSIVE CONTROL OF THE CUSTOMER, DESPITE OUR NEGLIGENCE OR STRICT LIABILITY. 20. Waiver. No waiver of any of the provisions of this Agreement shall be deemed or shall constitute a waiver of any other provision, whether or not similar, nor shall any waiver constitute a continuing waiver. Failure of either party to exercise any right hereunder shall not constitute a waiver hereunder and shall not impair the exercise of such rights at any later time. 21. Governing Law; Venue; Jurisdiction. THE TERMS OF SERVICE ARE MADE UNDER AND SHALL BE GOVERNED BY AND CONSTRUED IN ACCORDANCE WITH THE LAWS OF THE STATE OF TEXAS, EXCLUSIVE OF ANY CONFLICT OF LAWS PROVISIONS THEREOF THAT WOULD APPLY THE LAWS OF ANOTHER JURISDICTION. EXCEPT AS OTHERWISE PROVIDED IN THE TERMS OF SERVICE, THE TEXAS UNIFORM COMMERCIAL CODE ( UCC ) SHALL APPLY TO THE TERMS OF SERVICE AND ELECTRICITY SHALL BE CONSIDERED A GOOD (AND NOT A SERVICE ) FOR PURPOSES OF THE UCC. (See The parties hereto agree that all civil actions or proceedings (including any action/proceeding in small claims court) arising out of or relating to this Agreement or relating in any way to the provision or cessation of service(s) provided hereunder (including, but not limited to, rate or billing disputes, disconnection of service, reconnection of service, and negligence) shall be tried and litigated exclusively in the state and federal courts located in Dallas County, Texas. The aforementioned choice of venue is intended by the parties to be mandatory and not permissive in nature. Each party further waives any right it may have to assert the doctrine of forum non conveniens or to object to venue with respect to any proceeding subject to this paragraph. Each party hereby consents and waives all objection to personal jurisdiction in the state and federal courts of Dallas County, Texas. Each party hereby authorizes and accepts service of process sufficient for personal jurisdiction in any action against it as contemplated by this paragraph by registered or certified mail, return receipt requested, postage prepaid, to its address for the giving of notices as set forth in this Agreement. This section does not abrogate the parties right to file a complaint with the PUCT. 22. Complete Agreement. Customer s contract with Stream Energy (as defined herein) contains the complete understanding between Stream Energy and the Customer and supersedes all other written or oral communications and representations. Any modifications made to this Agreement following negotiations between Customer and Stream Energy may only take effect if reduced to a separate type-written agreement approved by Stream Energy s Contract Administrator, including this provision. No sales agent or any other representative has any binding authority to modify this Agreement and any such changes shall not be binding on Stream Energy. Customer agrees not to make any changes to this Agreement, the TOS, EFL, YRAC, or any enrollment authorization in writing, and agrees that any of the aforementioned unapproved modifications shall not be binding on Stream Energy even if Stream Energy receives any of the aforementioned modifications and processes same. In that instance, the sole and exclusive remedy available to customer shall be to terminate the Agreement without penalty and Customer shall remain responsible for all charges incurred prior to termination; provide, however, the charges and terms that shall apply shall be those that would have applied had the Agreement not been modified. 23. Miscellaneous Fees. Customers may be required to pay a fee to third-party vendors for bill payment transaction. Fees vary depending upon payment type and vendor. Please check with the vendor for applicable fees before posting payment. Customer agrees to pay non-recurring fees charged by the TDU that include, but are not limited to, service connection, disconnection/reconnection, move-in, meter testing or special out-of-cycle meter reads. These TDU fees may also be passed through to Customer for trip charges wherein the TDU must make a trip to perform a service request, but is unable to do so. Except as otherwise prohibited by law, in addition to those fees charged by your TDU, you agree to pay Stream Energy a $15 Disconnection Service Fee in the event that Stream Energy sends a request to the TDU to disconnect a premise for nonpayment. Regardless of whether the premise s service has been disconnected or not, this service fee may be assessed. The purpose of this fee is to cover Stream s costs associated with initiating and processing a disconnect request transaction. 24. No Class Actions. As part of the consideration exchanged pursuant to this Agreement, all parties expressly waive and disclaim any right to bring any claim against each other in any and all forums, including, but not limited to, court and arbitration, as a class action or as a private Attorney General. No party may serve as a class representative or a member of a class action in litigation adverse to another party. 25. Waiver of Prior Claims. In the case of a customer for whom this Agreement is a renewal of services previously provided by

7 Stream Energy pursuant to a prior Terms of Service Agreement, customer agrees that, as part of the consideration exchanged pursuant to the instant Agreement, customer intentionally waives and releases any and all prior claims against Stream Energy, its affiliates, officers, directors, employees, agents, and representatives that customer may have had, whether known or unknown, latent or obvious, arising out of or related to such prior services or prior Terms of Service Agreement. Customer acknowledges and understands that this waiver and release is a material term of this Agreement and an express condition of Stream Energy s willingness to enter into this further Agreement with customer.

8 Your Rights as a Customer Stream SPE, Ltd./ DBA: Stream Energy PUCT Certificate No PLEASE READ THIS INFORMATION CAREFULLY Version 8.0 Stream Energy 2010 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 referenced herein at These rules apply to all retail electric providers (REPs), including your regional provider of last resort (POLR). General Protections 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, energy assistance agencies, POLR or your local wires company (LWC). Your information will be shared with other retail REPs or aggregators only with your consent. 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, bills and bill notices, termination and disconnection notices, information on new electric services, discount programs, promotions and access to customer assistance. You will receive this Your Rights as a Customer document and termination and disconnection notices in English and Spanish, or English and your designated language; if you have designated a language other than Spanish and were originally solicited in that language. 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. If your REP does not have teletypewriter (TTY) services available for TTY users. You may contact for RELAY TEXAS. This service connects those who have TTY and need to speak to someone who does not or vice versa. For information please contact The Texas Information & Referral at or Critical Care or Chronic Condition Customer If an interruption or suspension of electric service will create a dangerous or life-threatening condition, you may qualify as a "critical care or chronic condition residential customer." Upon your request, your REP will provide you with a standardized Critical Care/Chronic Condition Application, which you and your doctor must complete and return to your LWC. The critical care/chronic condition request is evaluated and approved or declined by the LWC. However, if you are not satisfied with the outcome of your critical care/chronic condition determination, you may appeal to your LWC. If you are not satisfied with the results of the appeal, you may file a complaint with the PUCT. If approved, the designation or re-designation for a Critical Care Customer is effective for two (2) years or until such time as the person with the medical condition no longer resides in the home. The designation or re-designation for a Chronic Condition Customer is valid for one (1) year or until such time as the person with the medical condition no longer resides in the home. Otherwise, the designation or re-designation is effective for 90 days. The LWC will send you and the secondary contact (if listed) a renewal application at least 45 days prior to the expiration of your designation. Qualification as a critical care/chronic condition residential customer does not relieve the customer of the obligation to pay the REP for services rendered, nor does it mean that a critical care customer cannot be disconnected for non-payment. A critical care/chronic condition residential customer who needs payment assistance is encouraged to contact their REP immediately regarding possible deferred payment options or other assistance that may be offered by the REP. 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 call toll-free at TXNOCAL ( ) or write to: Texas No Call, P.O. Box 313, E. Walpole, MA You may also visit the PUCT website at to subscribe to the Do Not Call list and renew online at no charge. Please note that there is a fee to be included in the statewide "Do Not Call List." The customer registration fee, which cannot exceed five dollars per term, must be paid by credit card when registering online or by telephone. When registering by mail, the fee must be paid by credit card, check or money order. Your registered telephone number(s) will remain on the list for three years from the date your residential or wireless telephone number is first published on the list. Date Registered: Calls Stop By: Jan 1 - Mar 31 June 1 Apr 1 - June 30 Sept 1 Jul 1 - Sept 30 Dec 1 Oct 1 - Dec 31 Mar 1 1

9 Please provide your address when registering. This is exclusively for correspondence from the Public Utility Commission about the Texas "No Call List" program that will include: Confirmation of your registration Renewal notification 60 days before your registration expires Your address will be used for absolutely no other purpose and will not be provided to third parties, unless required by law. A customer that registers for inclusion on the electric no-call list may continue to receive calls from telemarketers other than REPs. Telemarketers may contact customers: With whom they have an established business relationship If the customer requested to be contacted To collect a debt On behalf of a non-profit organization or char ity, if the call does not meet the definition of a telephone solicitation by attempting to make a sale or gather information that will lead to a sale If the telemarketer is a state licensee (for example insurance or real estate agent, etc.) and the call is not made by an automated device, the solicited transaction is complete with face-to-face presentation to finalize a sales transaction and make payment, or the consumer has not previously told the licensee that the consumer does not wish to be called. You may instead or may also register for the Texas no-call list that is intended to limit telemarketing calls regarding consumer good and service in general; including electric service. Obtaining and Canceling of Electric Services Deposits If you qualify for the LITE-UP Texas program you are also eligible to pay a required deposit in two (2) equal installments. Once qualified, a written notification for a deposit will be mailed requiring full payment of both installments before service can be initiated: the first installment shall be due no earlier than ten (10) days; and the second installment shall be due no sooner than forty (40) days after the issuance of the initial written notification. Customers may be deemed as having established satisfactory credit if the customer or applicant: Is sixty-five (65) years of age or older and the customer is not currently delinquent in payment of any electric service account or, has been determined to be a victim of family violence. This determination shall be evidenced by submission of a certification letter developed by the Texas Council on Family Violence. 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 et seq.) as being unable to perform three or more specified activities of daily living (as defined in 22 T.A.C ), 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 A 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. If you are not satisfied with this response, you may also file a complaint with the PUCT at the information provided at the end of the pamphlet. Upon receipt of a complaint filed with the PUCT, the REP must respond within twenty-one (21) days of receipt of the complaint, providing all documentation relied upon by the REP related to the authorization to switch. The REP must also cease any collections activities related to the switch and any corrective actions taken to date, if any, until the complaint has been resolved by the PUCT. If the PUCT determines your service was switched without authorization, the offending REP must take all actions necessary to return you to your original REP as quickly as possible. Your original REP has the right to bill you at the price disclosed in your terms of service from either: the date you are returned to your original REP, or 2

10 any prior date chosen by your original REP for which that REP had the authorization to serve you. The REP that served you without proper authorization shall, within five (5) days from the date that your service is returned to your original REP: refund all charges paid for the time period the original REP ultimately bills you and responsible for paying all charges associated with returning your service to your REP of choice. For periods that the unauthorized REP served you that are not billed to you by your original REP, the REP that served you without your authorization may bill you, but at a rate no higher than the rate you would have been charged by your original REP. Cancellation of Service w/o 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 or any related fees associated with cancellation or termination of service, see your Terms of Service Agreement. This right of cancellation does not apply when a customer is requesting a move-in or to customers whose REP transfers the customer to the Provider of Last Resort (POLR). You may also terminate, without penalty, your agreement with your REP if you move out of your current premise or if your REP notifies you of a material change in the terms and conditions of service, as stipulated in the Terms of Service Agreement. A notice will not be issued for changes that are mandated by a regulatory agency or otherwise benefit a customer (i.e., price decreases). Availability of POLR If you are notified that you are subject to disconnection of your electric service, you may seek to obtain services from another REP or the POLR. You have the option to request service from the POLR, which offers a 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. 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 re-bill for any 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 charges are not refunded or credited within three (3) billing cycles, interest shall be paid to you at an annual rate established by the PUCT on the amount of any unauthorized charge until it is refunded/credited. 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 re-bill you for any charges determined to be unauthorized. Meter Reading and Testing Please contact your REP or LWC or information regarding how to read your meter. You have the right to request a single meter test every four (4) years at no cost to you. You or your REP may make this request to your Local Wires Company (LWC) on your behalf. If a test is performed more than once in a four-year period, and the meter is determined to be functioning properly, then you may be charged a fee 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. 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 a REP or POLR, your REP 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 a customer for less than three (3) months and you do not have sufficient credit or payment history from a previous REP. REPs must offer deferred payment plans for bills that are due during an extreme weather emergency and to customers who have been under-billed in the amount of $50 or more, 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 3

11 deferred payment plan, your 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 bill payment. REPs must also offer level or average payment plans. These programs may be available to you. They are discussed below. Discounts for Low Income Customers LITE-UP Texas If you receive food stamps, Medicaid, TANF or SSI from the Texas Department of Human Services (TDHS) you automatically qualify for a discount on electric service through the LITE-UP Texas program. Customers who do not currently receive these benefits, but whose household income is not more than 125% of the federal poverty guidelines may apply for the discount. Contact LITE-UP Texas toll-free at LITE-UP or for information on how to obtain the discounted rate Texas Information & Referral You may also contact Texas which is a free, confidential information and referral line has the most comprehensive database of community-based organizations, government agencies and nonprofits that exist in Texas. Information can be provided in almost any language. Customers may also acquire more information on the web by visiting Disconnection of Electric Service Failure to Pay For customers who do not pay their electric bill by the due date, their REP may request the LWC to disconnect the electric service, after the expiration of a required ten (10)- day notice period. Disconnection of Service The PUCT has provided that under certain dangerous circumstances (such as unsafe electric line situations) any REP, including the Provider of Last Resort (POLR), may authorize your LWC to disconnect your electric service without prior notice to you. Additionally, your REP may be allowed to seek to have your electric service disconnected for any of the reasons listed pursuant to PUCT Substantive Rule Disconnection of Service. Prior to disconnecting your service, your REP must provide you with a written Disconnect Notice. This notice must be mailed to you separately (or hand-delivered) no earlier than the first day after the date your bill is due. The disconnection date must be ten (10) days from the date the notice is issued and may not fall on a holiday or weekend (or the day preceding) unless the REPs personnel are available to take payments and service can be reconnected. Additionally, your REP may not disconnect your electric service: if the REP receives notification by the disconnection date that an energy assistance provider will be forwarding sufficient payment on your account; for non-payment during an extreme weather emergency, and upon request, the REP must offer you a deferred payment plan for bills due during the emergency; or for non-payment if you inform the REP, prior to the disconnection date stated on the notice, that you or another resident on the premises has a critical medical need for electric service. However, to obtain this exemption, you must enter into a deferred payment plan with your REP and have the illperson s attending physician contact the REP 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 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 REP or the POLR for non-payment, upon satisfactory correction of the reasons for such disconnection the REP or the POLR will notify your LWC to reconnect your service. The 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 Electric Provider 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 your REP does not respond to your complaint in writing, the REP shall orally inform you of the ability to obtain the response in writing. 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. Please include your name and account number, as well as an explanation of the facts and the resolution you desire in your complaint. 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 4

12 Termination/Disconnection for non-payment of any undisputed portion of the bill. Reporting Outages Call the following information to report any power outage or emergency. Report your name, account number, ESID (if available), and the address where power is out and give sufficient detail of the problem to have power restored or reconnected. DO NOT GO NEAR, OR TOUCH, DOWNED WIRES. IF YOU ARE CONCERNED ABOUT YOUR SAFETY, GET TO A SAFE PLACE AND THEN CALL FOR ASSISTANCE BEFORE TAKING ANY ACTION. IF THE POWER OUTAGE AT YOUR LOCATION COULD CAUSE YOU OR A PERSON RESIDING AT THE LOCATION TO SUFFER FROM ILLNESS OR DEATH, SEEK ASSISTANCE WHEN IT IS SAFE TO DO SO, AT A LOCAL CHARITY, CHURCH OR NEIGHBOR S HOUSE AND CALL FROM THERE TO HAVE POWER RESTORED. Power Outages and Emergency Contact Information: Oncor Electric Delivery (TXU Energy Service area) CenterPoint (Reliant Service area) AEP Central (CPL Service area) Texas-New Mexico Power Company (First Choice Service area) AEP North (WTU Service Area) or For all other Customer Service concerns or questions about your service or product, please contact Stream Energy s Customer Service department at the following locations: Toll Free: STREAM (78732) ) between 7 a.m. to 10 p.m. Monday to Friday, and 8 a.m. to 5 p.m. Saturday, CT, excluding holidays Fax Number: customerservice@streamenergy.net Mail: P.O. Box Dallas, TX Website: Public Utility Commission of Texas Toll Free: Fax Number: TTY Toll Free: Direct: customer@puct.state.tx.us.com Mail: 1701 North Congress Avenue P.O. Box Austin, Texas

13 Sus Derechos Como Cliente Stream SPE, Ltd. / DBA: Stream Energy PUCT No. De Certificado POR FAVOR LEA ESTA INFORMACION CON CUIDADO Versión 7.0 Stream Energy 2010 Este documento resume Sus Derechos como Cliente y está basado en reglas de protección al cliente adoptadas por la Comisión de Servicios Público de Texas (PUCT). Información sobre la PUCT está localizada al final de este folleto; usted puede referirse a las reglas de la PUCT aquí mencionadas en: Estas reglas aplican a todos los proveedores (REPS) eléctricos así como a su proveedor regional de último recurso (POLR). Protecciones Generales Derechos de Privacidad REPS no pueden revelar ni vender información confidencial del cliente, incluyendo: su nombre, dirección, número de cuenta, tipo o clasificación del servicio, uso histórico de electricidad, patrones esperados de uso, tipos de facilidades utilizadas al proporcionar servicio, términos y condiciones individuales del contrato, precio, cargos corrientes o historial de facturación. Esta prohibición no aplica a la divulgación de información bajo ciertas circunstancias como es requerido por la ley (inclusive divulgación a la PUCT, un agente de su REP, agencias de reporte de crédito, agencias legales, agencias de asistencia eléctrica, POLR o su compañía local de cables (LWC). Su información se compartirá con otros REPS de venta al por menor o Agregadores sólo con su previo consentimiento. Disponibilidad de Idioma Usted puede pedir recibir información de su REP en Español o en cualquier idioma en el que fue contactado. Tal información incluye los Términos de Acuerdo del Servicio, las facturas y avisos de factura, avisos de terminación y desconexión, información sobre servicios eléctricos nuevos, programas de descuento, promociones y acceso a asistencia al cliente. Usted recibirá el documento Sus Derechos Como Cliente y avisos de terminación y desconexión en ingles y en español, o en Ingles y su idioma asignado; si usted ha asignado un idioma que no sea español y se le contactó originalmente en ese idioma. Servicios Especiales Su REP puede ofrecer servicios especiales para clientes con incapacidades auditivas y clientes con cualquier otro tipo de incapacidad. Si usted tiene una incapacidad o requiere ayuda especial en relación a su cuenta eléctrica, llame a su REP acerca de estos servicios especiales. Si su REP no ofrece servicios Teletipo (TTY). Usted puede contactar a RELAY TEXAS marcando el Este servicio conecta a clientes con TTY con aquellos que no tienen este servicio y vise-versa. Para información adicional llame a Información y Referidos de Texas al o en por el Internet a Cliente de Atención Crítica o Condición Crónica Si una interrupción o suspensión del servicio eléctrico puede crear una condición peligrosa o que ponga en riesgo su vida, usted podría calificar como cliente residencial de atención crítica o condición crónica. A petición suya, su REP le proporcionará con una solicitud estandarizada de Atención Crítica/Condición Crónica, que usted y su doctor deben llenar y devolver a su LWC. La solicitud para atención crítica/condición crónica es evaluada y aprobada por su LWC. Sin embargo, usted puede apelar la determinación de Atención Crítica/Condición Crónica a su LWC. Si usted no está satisfecho/a con los resultados de la apelación, usted puede presentar una queja a la PUCT. Si es aprobado/a, la designación o re-designación para un Cliente de Atención Crítica es vigente por dos (2) años o hasta el momento en que la persona con la condición médica ya no resida en el hogar. La designación o redesignación para un Cliente de Condición Crónica es válida por un (1) año o hasta el momento en que la persona con la condición médica ya no resida en el hogar. De otra manera, la designación o re-designación es vigente por 90 días. Su LWC le enviará a usted y a su contacto secundario (si enumerado) una solicitud de renovación al menos 45 días antes del vencimiento de su designación. La calificación como cliente residencial de atención crítica/ condición crónica no releva al cliente de su obligación de pagar al REP por los servicios proporcionados y tampoco significa que un cliente residencial de atención crítica/ condición crónica no puede ser desconectado por falta de pago. Sin embargo, un cliente residencial de atención crítica/condición crónica que necesite asistencia con sus pagos debe contactar a su REP de inmediato con respecto a la obtención de opciones de pago diferido u otro tipo de asistencia ofrecida por el REP. Lista de No Llamar Todo consumidor puede registrar su nombre, dirección y número de teléfono a la "Lista de No Llamar," ofrecida en todo el estado, lo cual ayudará a limitar las llamadas de telemercadeo a su hogar o negocio. Usted puede registrarse a la "Lista de No Llamar de las siguientes tres maneras: En el Internet en la página llamando sin cargos al TXNOCAL ( ) o escribiendo a: Texas No Call, P.O. Box 313, E. Walpole, MA También puede visitar la PUCT en el Internet en la página para registrase a la "Lista de No Llamar y renovar en línea sin costo alguno. Por favor tenga en cuenta que hay un cobro para ser incluido en la lista estatal de Lista de No Llamar. El cobro para registrase, no puede exceder cinco dólares por termino, tiene que ser pagado por tarjeta de crédito cuando se está registrando por Internet o por teléfono. Si usted se está registrando por correo debe ser pagado por tarjeta de crédito, cheque, o giro postal. Los números de teléfonos que están registrados permanecerán en la lista durante tres años a partir de la 6

14 fecha que su número residencial o móvil es publicado por primera vez en la lista. Por favor de proporcionar su correo electrónico cuando se está registrando. Esto es exclusivamente para correspondencia de la Comisión de Utilidades Públicas sobre el programa de Texas Lista de No Llamar que va incluir: Confirmación de su registración Recibiera notificación para renovar 60 días antes de que su registración se expire Su dirección de correo electrónico será utilizada para ningún otra propósito y no serán proporcionados a tercera personas, al menos que sea requerido por la ley. Un cliente que se registra para incluirse en la Lista de No Llamar de electricidad puede seguir recibiendo llamadas de telemercadeo que no sean del REP. Telemercadeos pueden comunicarse con los clientes: Con quien se ha establecido una relación de negocio Si el cliente pidió a ser contactado Para coleccionar deuda En nombre de una organización sin fines de lucro o caritativo, si la llamada no cumple con la definición de una solicitud telefónica "por tratar de hacer una venta o recopilar información que conduzca a una venta Si el agente de telemercadeo es un licenciatario del Estado (por ejemplo el seguro o agente de bienes raíces, etc.) y la llamada no se realiza mediante un dispositivo automatizado, la transacción solicitada se ha completado cara a cara para finalizar una transacción de venta y hacer el pago, o si el consumidor no haya dicho que el licenciatario de que el consumidor no quiere que la llamen. Es posible que en lugar o también puede inscribirse en la Lista de No Llamar de Texas, que tiene la intención de limitar las llamadas de telemercadeo en relación con bienes de consumo y servicios en general, incluyendo el servicio de electricidad. Estableciendo y Cancelando su Servicio Eléctrico Depósitos Si usted califica para el programa de LITE-UP Texas también es elegible a pagar el depósito requerido en dos (2) pagos iguales. Si usted califica, recibirá por correo una notificación de depósito requiriendo el pago completo de ambos plazos antes de iniciar el servicio: el primer plazo será pagadero no antes de (10) días; y el segundo plazo será pagadero no antes de cuarenta (40) días luego de que sea remitida la notificación inicial por escrito. Se considerará que un cliente ha establecido un historial de crédito satisfactorio si el cliente o persona que solicita: Tiene sesenta y cinco (65) años de edad o más y no Fecha de Registración: Llamadas Paran Comenzando: Enero 1 - Marzo 31 Junio 1 Abril 1 - Junio 30 Septiembre 1 Julio 1 - Septiembre 30 Diciembre 1 Octubre 1 - Diciembre 31 Marzo 1 está delincuente en el pago de ninguna cuenta de servicio eléctrico Ha sido determinado que es víctima de violencia familiar. Esta determinación puede ser evidenciada sometiendo una carta de certificación preparada por el Consejo de Violencia de Familia de Texas. Por favor llame a su REP si usted cree que usted es elegible para este programa. Puede que su REP no exija el depósito por servicio si el cliente es médico-indigente, y las condiciones de elegibilidad de esta categoría deben ser establecidas cada año. Las siguientes condiciones deben ser encontradas: Los ingresos del domicilio del cliente deben estar en o debajo de 150% de las pautas de la pobreza (como certificado por una entidad gubernamental o proveedor de programa de ayuda de energía de gobierno); y El cliente o su esposo/a debe ser certificado apropiadamente (por su médico, asistente, el médico de osteopatía, enfermero(a), enfermero (a) registrado(a), trabajadora social, o su terapista ocupacional registrado o algún empleado(a) de una agencia certificada para proporcionar servicios de salud a domicilio según 42 U.S.C et seq.) como que es incapaz de realizar tres o más actividades del diario vivir (según definido en 22 T.A.C ), o Los gastos médicos mensuales incurridos por el cliente exceden el 20% de ingresos mensuales del domicilio. Cambio No Autorizado de Proveedor o Slamming Un REP debe obtener su autorización verificable antes de cambiar su servicio eléctrico. Si usted cree que su servicio fue cambiado sin su autorización, usted puede solicitar que el REP en cuestión proporcione una copia de su autorización y verificación, la cual debe ser sometida a usted dentro de cinco (5) días laborables de su solicitud. Si usted no está satisfecho(a) con esta respuesta, usted puede someter también una queja con la PUCT con la información proporcionada al final de este folleto. Luego de recibir una queja sometida con la PUCT, el REP debe responder en un plazo de veintiún (21) días de haber recibido la queja. El REP debe proporcionar todos los documentos relacionados a la autorización para el cambio, y cualquier acción correctiva llevada a cabo hasta la fecha, si la hay, hasta que la PUCT haya resulto su queja. 7

15 Si la PUCT determina que su servicio se cambió sin la autorización apropiada, el REP que cometió la ofensa debe procurar cambiarle a su REP original lo antes posible. Su REP original tiene el derecho de facturarle al precio publicado en sus términos de servicio, ya sea de: la fecha en que se completó el regreso a su REP original, o cualquier fecha anterior elegida por su REP original para la que ese REP obtuvo autorización para ofrecerle servicio. El REP que le dio servicio sin la adecuada autorización, debe, en un plazo de cinco días a partir de la fecha en que su servicio se reanudó con su REP original, devolverle todos los cargos pagados por el período de tiempo en el que su REP original debió facturarle pagar todos los cargos asociados con la devolución de su servicio al REP de su elección. Por los períodos que el REP no autorizado le dio servicio y que su REP original no le facturó, el REP que le ofreció servicio sin su autorización podría facturarle, pero a una tarifa no más alta de la que usted habría pagado si fuera con su REP original. Cancelación de Servicio Sin Penalidad Usted puede cancelar su contrato con su REP sin penalidad dentro de tres (3) días laborables Federales (incluye el Sábado) después que usted reciba sus Términos de Acuerdo del Servicio. Para detalles en cómo cancelar su servicio o penalidades relacionadas a la cancelación o terminación del servicio, vea sus Términos de Acuerdo del Servicio. Este derecho de la cancelación no aplica cuando un cliente solicita nuevo servicio o cuyo REP les transfiere al REP de Ultimo Recurso (POLR) por falta de pago. Usted también puede terminar sin pena su contrato con su REP si usted se traslada fuera del área de servicio de su REP o si su REP le notifica de un cambio material en los términos y condiciones del servicio como estipulado en los Términos de Acuerdo del Servicio. No se publicará una advertencia para cambios implementados bajo el mandato de una agencia reguladora o cambios que beneficien al cliente (por ejemplo, disminución de precios). Disponibilidad Del Proveedor de Último Recurso (POLR) Si es notificado que su servicio eléctrico será cancelado o desconectado, usted puede obtener los servicios de otro REP o el POLR. Usted puede solicitar el servicio del POLR en su área de servicio, el cual ofrece un paquete básico de servicio fijo de venta al por menor, sin descuentos. Puede obtener información sobre el POLR y otros REPS a través de la PUCT o el POLR en su área. Facturación Cargos no Autorizados o Cramming Antes que alguna cargo nuevo sea incluido en su factura de electricidad, su REP debe informarle sobre el producto o servicio, todos los cargos asociados, y cómo estos cargos serán facturados antes de que aparezcan en su factura eléctrica y deben obtener su consentimiento para el producto o el servicio. Si usted cree que su cuenta incluye cargos no autorizados, usted puede llamar a su REP para disputar tales cargos y puede además someter una queja con la PUCT. Su REP no procurará cancelar ni desconectar su servicio eléctrico por la falta de pago de un cargo no autorizado o facturar de nuevo cualquier cargo no autorizado ni someter un informe desfavorable de crédito contra usted por cargos disputados no pagados y que alegadamente sean no autorizados (a menos que la disputa se resuelva en su contra). Si se determina que los cargos no son autorizados, su REP: dejará de cobrarle el servicio/producto no autorizado removerá los cargos (o cargos) no autorizados de su cuenta, y reembolsará o acreditará todo el dinero pagado por cualquier cargo o (cargos) no autorizados dentro de cuarenta y cinco (45) días. Si tales cargos no son reembolsados u acreditados dentro de tres (3) siguientes ciclos de facturación, intereses serán pagaderos a una tasa anual establecida por la PUCT sobre cualquier cargo no autorizado hasta que el mismo sea reembolsado o acreditado a su cuenta. Usted puede solicitar todos registros de facturas que estén el control de tal REP relacionados a cargos no autorizados dentro de (15) días laborables después de la fecha en que el cargo no autorizado sea removido de su cuenta. Su REP no le facturará nuevamente por cualquier cargo que se determine fuese no autorizado. Lectura y Prueba del Medidor Sírvase contactar a su REP o LWC para obtener más información sobre cómo leer su medidor. Usted tiene derecho a solicitar una prueba de medidor cada cuatro (4) años sin costo alguno para usted. Usted o su REP pueden hacer este pedido a su Compañía de Cables Local (LWC). Si una prueba es efectuada más de una vez durante el período de cuatro (4) años y el medidor funciona apropiadamente, entonces su cuenta puede reflejar un cargo por la prueba (o pruebas) adicionales del medidor a la tarifa aprobada por su LWC. El LWC o REP le informará sobre el resultado de la prueba, incluyendo la fecha de la prueba, la persona que efectuó la prueba del medidor y, de ser aplicable, la fecha de la remoción del medidor. Plan de Pago diferido y Otros Arreglos de Pago Si usted no puede pagar su cuenta, llame a su REP inmediatamente; su REP puede ofrecer una de las siguientes alternativas: un arreglo de pago a corto plazo que le permita pagar su factura luego de la fecha de vencimiento, pero antes de la fecha de vencimiento de su próxima factura; y/o Un plan diferido de pagos que le permita pagar una factura pendiente en plazos más allá de la fecha de vencimiento de su próxima factura. 8

16 Si usted recibe el servicio de un REP o POLR, su REP le debe ofrecer un plan diferido de pago a menos que usted: recibió más de dos (2) avisos de terminación/desconexión durante los pasados doce (12) meses o ha sido cliente por menos de tres (3) meses y no tiene historial suficiente de crédito o pago con otro REP. REPS deben ofrecer planes diferidos de pago para cuentas pagaderas durante una emergencia extrema de clima y a clientes a quienes se les cobró una cantidad menor a la debida y la diferencia es igual o mayor a $ Estos planes pueden incluir un cinco por ciento (5%) de penalidad por pago tardío (aunque el POLR no puede cobrar penalidades por pago tardío). Si usted no cumple los términos del arreglo del pago o plan de pago diferido, su REP o POLR podría desconectar el servicio. Para detalles sobre estos programas, vea sus Términos de Servicio o llame a su REP. Ayuda Financiera y de Energía Todo REP debe notificar a sus clientes sobre los programas de ayuda de pago disponibles cuando clientes expresan incapacidad de pago o necesitan ayuda con el pago de cuenta. Todo REP debe ofrecer planes de facturación promedio o nivelada. Estos programas pueden estar disponibles para usted y se discuten con más detalle abajo. Descuentos para Clientes de Bajos Ingresos LITE-UP Texas Si usted recibe cupones para alimentos, Medicaid, o se acoge al Programa Temporero de Ayuda a Familias con necesidades (TANF) o Seguro Social Suplementario del Departamento de Servicios Humanos de Texas (TDHS) usted automáticamente cualifica para un descuento en el servicio eléctrico a través del programa LITE-UP Texas. Los clientes que actualmente no reciben estos beneficios pero cuyos ingresos no exceden 125% de las pautas federales de pobreza pueden solicitar el descuento. Comuníquese con LITE-UP Texas sin cargos al LITE-UP o al para obtener información sobre cómo obtener la tarifa de descuento Información y Referido de Texas Puede además comunicarse con Texas, una línea gratuita y confidencial de información, la cual cuenta con acceso a la base de datos más comprensiva de organizaciones, agencias estatales y agencias sin fines de lucro que existen en Texas. La información es proporcionada en casi cualquier idioma. Clientes pueden adquirir información adicional en el Internet visitando Desconexión del Servicio Eléctrico Falta de Pago Para los clientes que no pagan su factura eléctrica antes de la fecha de vencimiento, su REP puede solicitar al LWC que desconecte su servicio eléctrico después del vencimiento del periodo de notificación requerido de diez (10) días. Desconexión del Servicio Eléctrico La PUCT provee que bajo ciertas circunstancias peligrosas (incluyendo situaciones no seguras del alambrado eléctrico) cualquier REP, incluyendo el Proveedor de Último Recurso (POLR), podría autorizar la desconexión del servicio eléctrico por su LWC sin previo aviso. Además, su REP puede ser autorizado a desconectar su servicio eléctrico por cualquiera de las razones descritas según la Regla Sustantiva de la PUCT Desconexión de Servicio. Antes de la desconexión de su servicio, su REP debe proporcionarle un aviso escrito de desconexión. Este aviso se enviará por correo por separado (o entregado a su puerta) no antes del primer día luego de la fecha de vencimiento de su factura. La fecha de desconexión debe ser diez (10) días después de la fecha en que el aviso fue enviado y no puede caer en un día feriado o en fin de semana (o el día anterior) a menos que el personal del REP esté disponible para aceptar pagos y para reconectar el servicio eléctrico. Adicionalmente, su REP no puede desconectar su servicio eléctrico: Si el REP recibe notificación antes de la fecha propuesta para la desconexión que un proveedor de ayuda de energía estará adelantando el pago suficiente en su beneficio; Por Falta de pago durante una emergencia extrema de clima (y, a petición del cliente, debe ofrecer un plan diferido de pago para cuentas debidas durante la emergencia); o Por la falta de pago si usted le informa al REP, antes de la fecha propuesta para la desconexión en el aviso enviado, que usted u otro residente en el hogar tiene una necesidad médica crítica del servicio eléctrico. Sin embargo, para obtener esta exención, usted debe entrar en un plan diferido de pago con el REP y el médico que asiste a la persona enferma tiene que llamar a el REP y someter una declaración escrita que atestigua la necesidad del servicio eléctrico para sostener la vida. Esta exención de desconexión debido a enfermedad o incapacidad será vigente por sesenta y tres (63) días y puede ser solicitada otra vez después que los sesenta y tres (63) días han terminado y el plan diferido del pago se ha cumplido. La Restauración del Servicio Si su servicio ha sido desconectado por el REP o el POLR por falta de pago, una vez corregidas satisfactoriamente las razones para tal desconexión, el REP o el POLR notificarán a su LWC para la reconexión de su servicio. El REP o el POLR continuarán proveyendo servicio bajo los Términos de 9

17 Oncor Electric Delivery ( área de servicio de TXU Energy) CenterPoint ( área de servicio de Reliant) AEP Central ( área de servicio de CPL) Texas-New Mexico Power Company ( área de servicio de First Choice) AEP North ( área de servicio de WTU) Acuerdo del Servicio vigente antes del envío de la Noticia de Desconexión. Si su servicio se desconectó debido a una situación peligrosa, su servicio será conectado de nuevo en cuanto usted notifique a su REP o el POLR que usted ha corregido y ha resuelto satisfactoriamente la situación peligrosa. Disputas con Su Proveedor Eléctrico or Llame a su REP si usted tiene comentarios, preguntas o quejas acerca de su servicio. Al recibir una queja, su REP debe investigar y le debe notificar de sus hallazgos dentro de veintiún (21) días. Si usted no está satisfecho con los resultados de esta investigación, usted puede solicitar una revisión de un supervisor, si está disponible. Su REP le debe notificar los resultados de la revisión del supervisor dentro de diez (10) días luego de presentar su solicitud. Si su REP no responde a su queja por escrito, el REP debe informarle oralmente de la habilidad de obtener la respuesta por escrito. Si usted no está satisfecho con los resultados de la investigación o la revisión del supervisor, usted puede someter una queja con la PUCT y la Oficina del Ministro de Justicia, División de Protección al Consumidor. Por favor incluya con su queja su nombre y número de cuenta, al igual que una explicación de los hechos y la resolución que desea. Para una queja que implica una cuenta disputada, su REP no puede iniciar actividades de colección ni actividades de terminación/desconexión ni informar a agencias de reporte de crédito sobre la porción disputada de la cuenta. Sin embargo, luego de la debida notificación, su REP puede mandar una Noticia de Terminación/Desconexión por falta de pago de alguna porción indisputable de la cuenta. AGENCIA CARITATIVA, IGLESIA, O RESIDENCIA DE UN VECINO Y LLAME DE ESE LUGAR PARA RESTAURAR EL SERVICIO. Información de Contacto Para Fallas Eléctricas y Emergencias: Para cualquier otro servicio de atención al cliente, comentarios o preguntas sobre su servicio o producto, por favor llame al departamento de Servicio al Cliente de Stream Energy a los siguientes números: Llamar sin Cargos: STREAM (78732) entre las 7 a.m. to 10 p.m. Lunes a Viernes, y 8 a.m. a 5 p.m. Sábado, Horario de la zona central, excluyendo días festivos Número de Fax: Dirección de Correo Electrónico: customerservice@streamenergy.net Dirección Postal: P.O. BOX Dallas, TX Sitio de Web: Comisión de Servicios Públicos de Texas (PUCT) Llamar sin Cargos: Número de Fax: TTY Llamar sin Cobrar: Directo: Dirección de Correo Electrónico: customer@puct.state.tx.us.com Dirección Postal: 1701 North Congress Avenue P.O. Box Austin, Texas Reportando Fallas Eléctricas Llame a la siguiente información para reportar una falla eléctrica o emergencia. Indique su nombre, número de cuenta, ESI ID (si disponible) y la dirección donde hay una falla eléctrica y provea suficientes detalles del problema para poder restaurar o reconectar el servicio eléctrico. NO SE ACERQUE O TOQUE ALAMBRES DERRIBADOS. SI USTED ESTÁ PREOCUPADO POR SU SEGURIDAD, VAYA A UN LUGAR SEGURO Y LUEGO LLAME PARA RECIBIR AYUDA ANTES DE TOMAR ALGUNA ACCIÓN. SI LA FALLA ELÉCTRICA EN SU LOCALIZACIÓN PODRÍA CAUSARLE ENFERMEDAD O MUERTE A USTED O A UNA PERSONA QUE RESIDA EN EL LUGAR, BUSQUE AYUDA, CUANDO SEA SEGURO HACERLO, CON UNA 10