PLEASE READ. THIS DOCUMENT CONTAINS IMPORTANT INFORMATION REGARDING YOUR RIGHTS AS A CUSTOMER

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1 PLEASE READ. THIS DOCUMENT CONTAINS IMPORTANT INFORMATION REGARDING YOUR RIGHTS AS A CUSTOMER Por favor refiérase a la parte interior de este documento para leer esta service. If you believe your bill includes unauthorized charges, which is información en español. This document summarizes Your Rights as a Customer and is based on customer protection rules adopted by the Public Utility Commission of Texas ( PUCT ). These rules apply to all retail electric providers ( REPs ), including Entrust Energy ( Entrust Energy ) and those REPs affiliated with your Transmission and Distribution Utility ( TDU ) and the provider of last resort ( POLR ), unless otherwise noted. You may view the PUCT s complete set of electric rules ( PUCT Rules ) online at I. Obtaining and Rescinding Service called cramming, 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 or product, remove the unauthorized charge from your bill, and refund or credit all money you paid for any unauthorized charge within 45 days. If charges are not refunded or credited within three billing cycles, interest shall a. Unauthorized Change of Service Provider or Slamming : A REP must be paid to you at an annual rate established by the PUCT on the amount of any obtain your verifiable authorization before switching your electric service. If unauthorized charge until it is refunded or credited. you believe your electric service has been switched without your authorization, which is called slamming, you should contact your chosen REP and ask them to provide a copy of your authorization and verification. The REP must provide this within five (5) business days of your request. If you are not satisfied with the response, you may also file a complaint with the PUCT as provided in Section V herein. If a complaint is filed with the PUCT, the REP must (i) respond within twenty-one (21) days of receipt of the complaint by providing You may request all billing records under the REP s control related to any unauthorized charge within 15 days after the date the unauthorized charge is removed from your bill. Your REP will not (i) terminate your electric service for non-payment of an unauthorized charge; (ii) file an unfavorable credit report against you for not paying charges that you feel were unauthorized unless the dispute regarding the unauthorized charges is ultimately resolved against you; or (iii) re-bill you for any charges determined to be unauthorized. all documentation it relied upon for authorization to switch, and detailing b. Alternate Payment Arrangements and Payment Assistance: If you corrective actions taken to date, if any; and (ii) cease any collection activity contact your REP and indicate an inability to pay a bill or a need for payment related to the alleged unauthorized switch or move-in until the complaint has assistance, your REP will inform you of all applicable payment options and been resolved by the PUCT. payment assistance programs that are offered by or available from the REP, If a REP is serving your account without proper authorization, then all of the affected REPs, the registration agent, and the TDU must take all actions as well as the eligibility requirements and procedures for applying for each program. necessary to return you to your original REP (or REP of choice in the case of a i. Deferred Payment Plan: If you are unable to pay a bill when due, you move-in) as soon as possible. The REP that did not have proper authorization should contact your REP to determine whether you qualify for a deferred shall, within five (5) days from the date that your service is returned to your payment plan ( Deferred Payment Plan ). Under a Deferred Payment original REP, refund all charges paid for the time period the original REP Plan, you can pay an outstanding invoice in installments that extend beyond ultimately bills you. In addition, the REP that did not have your authorization the due date of your current bill. is responsible for paying all charges associated with returning your service to your REP of choice. Your REP is required to offer a Deferred Payment Plan to you upon your request (i) for bills that become due during an extreme weather emergency, Your REP of choice does not need to obtain additional authorization from you. pursuant to Section (j) of the PUCT Rules (see Section at The original REP of choice has the right to bill you at the price disclosed in (ii) your Terms of Service ( TOS ) from either (i) the date you are returned to your as directed by the PUCT during a state of disaster declared by the governor; original REP, or (ii) any prior date chosen by your original REP for which that or (iii) if you have been under-billed in the amount of $50.00 or more (unless REP had the authorization to serve you. due to theft of service). For periods that the unauthorized REP served you that are not billed to you Moreover, if (i) the due date for your bill occurs during July, August by your original REP, the REP that served you without your authorization may or September, or (ii) the due date for your bill occurs during January or bill you, but at a rate no higher than the rate you would have been charged by February and in the prior month your TDU notified the PUCT of an extreme your original REP. weather emergency in your county within the TDU s service area for at least b. Right of Rescission: If you are switching to Entrust Energy from another REP, you have the right to rescind your Contract with us without five consecutive days during such month, then in each case of (i) and (ii), you may request a Deferred Payment Plan from your REP if: penalty or fee of any kind by contacting us before midnight of the third A. You receive a low-income discount under the LITE-UP Program (as federal business day after the date you receive Entrust Energy s TOS. described in Section II(b)(iv) herein); To rescind your Contract, you may contact Entrust Energy as follows: B. You qualify as a Critical Care Residential Customer or Chronic By Phone: (toll-free) Condition Residential Customer as defined in Section of the Monday - Friday 8 a.m. - 7 p.m. CST & Saturday 10 a.m. - 2 p.m. CST PUCT Rules (see Section of the PUCT Rules at By Fax: tx.us/agency/rulesnlaws/subrules/electric/electric.aspx); or By C. You have expressed an inability to pay your REP, unless (i) you Any rescission request should include the following information: (1) the have been disconnected during the preceding 12 months, (ii) you have request to rescind your Contract; (2) your name, service address, and submitted more than two payments during the preceding 12 months that phone number; and (3) your account number or ESI ID number under were found to have insufficient funds available, or (iii) you have received your Contract. service from your REP for less than three months and you lack sufficient II. Billing Issues and Payment Assistance a. 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 credit or satisfactory history of payment from your previous REP or utility. If you are eligible to receive a Deferred Payment Plan, your REP shall make available, at your option, (i) a Deferred Payment Plan with an initial payment amount no greater than 50% of the amount due, with the deferred amount being payable in equal installments over at least five billing cycles (unless Entrust Energy, Inc. PUCT Certificate No

2 you agree to fewer installments); and (ii) a level or average payment plan instead of requiring your balance due to be paid. However, a REP is not required to offer a Deferred Payment Plan to you if you are on an existing deferred, level or average payment plan with REP. All Deferred Payment Plans shall be confirmed in writing between you and your REP, and a copy shall be provided to you for your records. If you do not abide by the terms of the Deferred Payment Plan, your REP may have the right to disconnect your electric service upon requisite notice, as provided in Section (c) of the PUCT Rules (see Section at ii. Switch-Holds: If Customer enters into a Deferred Payment Plan or a Level Payment Plan with respect to any past-due amount, Entrust Energy has the right to put a switch-hold on Customer s account. A switch-hold means that Customer will not be able to buy electricity from other companies until Customer pays the total deferred balance to Entrust Energy. If Entrust Energy puts a switch-hold on Customer s account, it will be removed after Customer s deferred balance is paid and processed. While a switch-hold applies, if you are disconnected for not paying, you will need to pay Entrust Energy to get your electricity turned back on. iii. Level Payment Plan: A level payment plan ( Level Payment Plan ) gives you the convenience of a stable bill amount so that you can plan your monthly budget for a stated period. All REPs are required to provide you with an Level Payment Plan if (i) you receive a low-income discount under the LITE-UP Program described in Section of the PUCT Rules, even if you are currently delinquent in payment to your REP (see Section of the PUCT Rules at electric/electric.aspx); or (ii) you are not currently delinquent in payment to your REP. If you do not fulfill the terms of the Level Payment Plan, your REP may disconnect your service with requisite notice, as provided in Section (c) of the PUCT Rules (see Section at agency/rulesnlaws/subrules/electric/electric.aspx). For additional details regarding an Level Payment Plan, including eligibility requirements, please see your TOS or contact Entrust Energy directly at the information stated herein. iv. Financial and Energy Assistance: All REPs are required to implement a bill payment assistance program for qualifying residential customers. Entrust Energy s bill payment assistance program is available to residential customers who have experienced an emergency or temporary hardship impacting their financial status. The program is funded in part by voluntary contributions from Entrust Energy customers. Entrust Energy offers all customers the opportunity to voluntarily contribute to the bill payment assistance program on customer s bill each month. Distributions of funds through the bill payment assistance program shall not be made to customers based on race, creed, color, national origin, ancestry, sex, marital status, lawful source of income, disability, familial status, location of customer in an economically distressed geographical area, or qualification for the LITE-UP Program (as described herein). In addition, if you receive food stamps, Medicaid, Temporary Assistance for Needy Families ( TANF ) or Supplemental Security Income ( SSI ) from the Texas Health and Human Services Commission ( THHSC ), or if your household income is not more than one hundred twenty-five percent (125%) of the federal poverty guidelines, you may qualify for energy assistance from the Texas Department of Housing and Community Affairs ( TCHCA ). You may contact TDHCA by at by phone at , by fax at , or by mail to TDHCA, P.O. Box 13941, Austin, TX You also may contact Entrust Energy for additional information. v. Rate Reduction Program (LITE-UP Program): If you receive food stamps, Medicaid, AFDC or SSI from the THHSC, or if your combined household income does not exceed one hundred twenty-five percent (125%) of federal poverty guidelines, you may qualify for the Low Income Telephone & Electric Utilities Program (the LITE-UP Program ). If you qualify under the LITE-UP Program, your REP will provide you with a lowincome discount rate, subject to funding approved by the Texas Legislature. Entrust Energy, Inc. PUCT Certificate No More information regarding the LITE-UP Program, including enrollment guidelines, may be found in Section of the PUCT Rules (see Section at aspx). For additional information regarding the LITE-UP Program and eligibility requirements, you also may contact Entrust Energy directly. vi. Critical Care and Chronic Condition Residential Customers: If a disconnection of your electric service will create a dangerous or lifethreatening condition to you or someone permanently residing at your premise, you may qualify as a Critical Care Residential Customer or Chronic Condition Residential Customer pursuant to Section of the PUCT Rules (see Section at rulesnlaws/subrules/electric/electric.aspx). Upon your request, we will provide you with a standardized application form used to qualify as a Critical Care Residential Customer or Chronic Condition Residential Customer. The application must be completed by your physician and delivered to your TDU. The application will be evaluated and approved by your TDU. If you are not satisfied with the results of the TDU s determination, you may file a complaint with the PUCT as provided in Section V herein. If the TDU determines that you are a Critical Care Residential Customer, the designation is valid for two years. If the TDU determines that you are a Chronic Condition Residential Customer, the designation is valid (i) with respect to life-long conditions, for the lesser of one year or until the resident no longer resides at the premise; and (ii) for all other conditions, for 90 days. Your TDU will send you a renewal application prior to the expiration of your designation. Qualification as a Critical Care Residential Customer or Chronic Condition Residential Customer does not relieve you of your obligation to pay your REP for electric services. However, a Critical Care Residential Customer or Chronic Condition Residential Customer that needs payment assistance should contact their REP immediately regarding possible deferred payment options, deferred disconnection of your electric service and other assistance that may be offered to you (as provided herein and in the PUCT Rules). III. Meter Reading and Testing You have a right to be instructed on how to read your meter, and you may contact Entrust Energy for additional information. The meter located at your premise can be tested once every four years at no cost to you. If you prefer, Entrust Energy can make the request for a meter test on your behalf. If the meter has been tested 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 TDU. The TDU will advise you of the test results, including the test date, testing person and, if applicable, the removal date of the meter. IV. Disconnection of Service a. Disconnection of Service with Notice: A REP may seek to have your electric service disconnected for any of the reasons listed below: i. Failure to pay outstanding bona fide debts for electric service owed to REP or to make deferred payment arrangements by the date of disconnection stated on the disconnection notice; ii. Failure to comply with the terms of a deferred payment agreement made with the REP; iii. Violation of the REP s terms and conditions for using service in a manner which interferes with the service of others, or the operation of nonstandard equipment, provided a reasonable attempt has been made to notify you and you are provided with a reasonable opportunity to remedy the situation. iv. Failure to pay a deposit as required by Section of the PUCT Rules (related to Credit Requirements and Deposits) (see Section at puc.state.tx.us/agency/rulesnlaws/subrules/electric/electric.aspx); v. Failure of a guarantor to pay the amount guaranteed, when the REP has a written agreement, signed by the guarantor, which allows for disconnection of the guarantor s service. Prior to disconnecting your service for any reason stated above, the REP must provide you with a written disconnection notice. This notice must be mailed

3 to you separately no earlier than the first day after the date your bill is due. The disconnection date must be 10 days from the date the notice is issued and may not fall on a holiday or weekend or the day preceding any holiday or weekend unless a REP s personnel are available to take payments and service can be reconnected. The REP shall notify a Chronic Condition Residential Customer and the secondary contact listed on the commission-approved application form with a written notice of its intention to disconnect service not later than 21 days prior to the date that service would be disconnected. Such notice shall be a separate mailing or hand delivered notice with a stated date of disconnection with the words disconnection notice or similar language prominently displayed. If the REP has offered and the customer has agreed for the customer and/or secondary contact to receive disconnection notices from the REP by , a separate with the words disconnection notice or similar language in the subject line shall be also be sent in addition to the separate mailing or hand delivered notice. Except as provided in this subsection, the notice shall comply with the requirements of subsections (l) and (m) of this section b. Disconnection of Service Without Prior Notice: Your electric service may be disconnected without prior notice if: i. A known dangerous condition exists ii. Service was connected by a person without authority who has not applied for electric service with REP; iii. Service is reconnected without authority after disconnection for nonpayment iv. There is evidence of tampering with equipment of the TDU, municipallyowned utility or electric cooperative v. There is evidence of theft of service. If disconnection is authorized because a known dangerous condition exists, prior notice will be given (if reasonable) by phone or posted on the door of the residential unit as soon as possible after service is disconnected. In such case, you must correct any known dangerous condition before service can be reconnected. Once you notify REP that corrective action has been taken, service can be reconnected. c. Limitations on Disconnection of Service: Your REP cannot disconnect your electric service for any of the following reasons: i. Failure to pay for electric service by a previous occupant of the premise if that occupant is not of the same household; ii. Failure to pay any charge unrelated to electric service; iii. Failure to pay a different type or class of electric service not included on the account s bill when service was initiated; iv. Failure to pay under-billed charges (except theft of service) more than six (6) months prior to the current billing; v. Failure to pay any disputed charges until the REP or the PUCT determines the accuracy of the charges and you have been notified of this determination; vi. Failure to pay charges arising from an under billing due to any faulty metering, unless the meter has been tampered with or as otherwise provided in Section of the PUCT Rules (see Section at puc.state.tx.us/agency/rulesnlaws/subrules/electric/electric.aspx); vii. Failure to pay an estimated bill (other than a bill that is part of a preapproved meter-reading program), unless the bill is based on an estimated meter read by the TDU; viii. If, by the disconnection date stated on your disconnection notice, your REP receives notification from you that an energy assistance provider will be forwarding sufficient payment on your account, and you have paid or made payment arrangements to pay any outstanding debt not covered by the energy assistance provider s payment; ix. For non-payment during an extreme weather emergency, and upon request, REP must offer you a Deferred Payment Plan for bills due during such emergency; or Entrust Energy, Inc. PUCT Certificate No x. For non-payment, if you inform your REP prior to the disconnection date stated on the disconnection notice that you or another resident on the premises qualifies as a Critical Care Residential Customer or a Chronic Condition Residential Customer. However, to obtain this exemption, you must meet certain eligibility requirements and procedures to qualify as a Critical Care Residential Customer or a Chronic Condition Residential Customer (as described in Section II(b)(v) herein) and enter into a Deferred Payment Plan with your REP. d. Restoration of Service: If your service has been disconnected by your REP for non-payment, the REP will, upon satisfactory correction of the reasons for the disconnection, notify your TDU to reconnect your service. The REP will continue to serve you under the TOS in effect prior to issuance of the disconnection notice. If your service was disconnected due to a dangerous situation, your service will be reconnected once you notify your REP that you have corrected and satisfactorily resolved the dangerous situation. V. Complaint Resolution If you have any disputes, questions, concerns or complaints about Entrust Energy, a bill or any provisions of your contract, please contact Entrust Energy using any of the following methods: Toll-free telephone: ; Fax: Monday - Friday 8 a.m. - 7 p.m. CST and Saturday 10 a.m. - 2 p.m. CST Website: Mail: Entrust Energy (PUCT Cert. #10197), P.O. Box , Dallas, TX Upon receipt of a complaint, Entrust Energy must investigate and notify you of the results within 21 days. If you are dissatisfied with the results of the initial investigation, you may request a supervisory review. Entrust Energy must advise you of the results of the supervisory review within 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/or the Office of Attorney General, Consumer Protection Division. When filing a PUCT complaint, please include sufficient information to identify you and the REP about which the complaint is made and describe the issue specifically. The following information should be included in the complaint: (i) the account holder s name, billing and service address(es), and telephone number; (ii) the name of the REP or aggregator; (iii) the account number or electric service identifier (ESI-ID); (iv) an explanation of the facts relevant to the complaint; (v) your requested resolution; and (vi) any documentation that supports the complaint, including copies of bills or terms of service documents. You may contact the PUCT as follows: Public Utility Commission of Texas, Consumer Protection Division P.O. Box 13326, Austin, Texas Phone: (512) ; Toll Free: ; Fax: (512) Website address: TTY: (512) Relay Texas (toll free) While a complaint involving a disputed bill is pending, Entrust Energy will not initiate collection activities, termination or disconnection activities or report the delinquency to a credit reporting agency with respect to the disputed portion of the bill. However, after appropriate notice, Entrust Energy may send a disconnection notice to you for non-payment of any undisputed portion of the bill. VI. Reporting Outages To report electric service interruptions, outages or emergencies, or to obtain the steps necessary to have service restored or reconnected after an involuntary suspension or disconnection, you may call Entrust Energy Monday - Friday 8:00 a.m. to 7:00 p.m. CST or Saturday 10:00 a.m. - 2:00 p.m. toll-free at or you may call your TDU directly at the telephone number listed below 24 hours a day, seven days a week: AEP Texas Central: (toll-free) AEP Texas North: (toll-free) CenterPoint Energy: (toll-free) or Oncor Electric Delivery: (toll-free) Texas New Mexico Power: (toll-free) Sharyland Utilities:

4 Entrust Energy, Inc. PUCT Certificate No VII. Do Not Call Lists a. Texas No-Call List. If you are a residential customer, you may register your name, address and telephone number for the state-sponsored Texas No-Call List, which is intended to limit the number of telemarketing calls relating to consumer goods and services in general, including electric service. Once you register to be included on the Texas No-Call List, you can expect to stop receiving telemarketing calls within sixty (60) days of the date your information is published on the list. If you continue to receive telemarketing calls after the sixtieth (60th) day, contact the PUCT at (TTY ). You may register for the Texas No-Call List in three ways: (i) online at www. texasnocall.com; (ii) call toll-free TXNOCAL(L) ( ); or (iii) write Texas No Call, P.O. Box 313, E. Walpole, MA Online registration is free. If you register by phone or mail, you may be required to pay a charge not to exceed $3.00 to register your telephone number. If you register by phone, you must pay the registration fee with a credit card. If you register by mail, you must pay the registration fee with a money order, check or credit card. Your number will remain on the list for three (3) years from the date your number is first published, and lists are updated and published on a quarterly basis. Even if you register for the Texas No-Call List, you still may continue to receive calls from telemarketers (i) if they have an established business relationship with you; (ii) if you request contact with them; (iii) to collect a debt; (iv) on behalf of a nonprofit organization or charity if the call does not otherwise meet the definition of a telephone solicitation by attempting to make a sale or gather information that will lead to a sale; or (v) if the telemarketer is a state licensee (for example, insurance, real estate or insurance agent), and (a) the call is not made by an automated device; (b) the solicited transaction is not completed without a face-to-face transaction and payment; and (c) you have not previously told the licensee that you would not like to be called. b. Electric No-Call List. If you are a nonresidential customer, you may register your name, address and telephone number for the state-sponsored Electric No-Call List, which is intended to limit the number of telemarketing calls you receive relating to your choice of REP. Once you register to be included on the Electric No-Call List, you can expect to stop receiving telemarketing calls on behalf of a REP within sixty (60) days of the date your information is published on the list. If you continue to receive telemarketing calls on behalf of REPs after the sixtieth (60th) day, contact the contact the PUCT at (TTY ). You may register for the Electric No-Call List in three ways: (i) online at (ii) call toll-free TXNOCAL(L) ( ); or (iii) write Texas No Call, P.O. Box 313, E. Walpole, MA You may be required to pay a charge not to exceed $5.00 to register your telephone number. If you register by phone or online, you must pay the registration fee with a credit card. If you register by mail, you must pay the registration fee with a money order, check or credit card. Your number will remain on the list for five (5) years from the date your number is first published, and lists are updated and published on a quarterly basis. Even if you register for the Electric No-Call List, you still may receive calls from telemarketers (i) if you contact the REP in response to general media advertising that complies with federal and state laws; (ii) if the REP has an established business relationship with you; (iii) if an established business relationship has ended, but the call is made before the later of (a) the date on which your telephone number is published in the Electric No-Call List ; or (b) one (1) year after termination of the business relationship; or (iv) to collect a debt. To limit telemarketing calls to your residential telephone number, you may also consider registering for the statewide Texas No-Call List intended to limit telemarketing calls regarding consumers goods and services (as described above). VIII. Language Availability Entrust Energy is required to provide the following documents to you in both English and Spanish: (i) this Your Rights as a Customer disclosure; (ii) the enrollment notification notice provided by the registration agent pursuant to Section (l) of the PUCT Rules (see Section at rulesnlaws/subrules/electric/electric.aspx); and (iii) disconnection notices. Additionally, a REP is required to provide the following information to you in English, Spanish or any other language in which the REP initially marketed its services, as designated by you: (i) the Terms of Service agreement; (ii) the Electricity Facts Label; (iii) your bills and bill notices; (iv) access to customer service; and (v) information on new electric services, discount programs, and promotions. IX. Privacy Rights Except as described below, all REPs are prohibited from releasing your proprietary customer information to any other person without your consent or verifiable authorization. Such proprietary information includes 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. The general prohibition above does not apply to a REP s release of your proprietary information under certain circumstances as required by law, including a release of your information to a. The PUCT in pursuit of its regulatory oversight or the investigation and resolution of customer complaints; b. The Office of the Public Utility Counsel; c. The TDU within whose geographic area the customer is located; d. Local, state and federal law enforcement agencies; e. A consumer reporting agency as defined by the Federal Trade Commission; f. An agent, vendor, partner, or affiliate of your REP engaged to perform any services for or functions on behalf of your REP; g. An energy assistance agency in order to allow customer to qualify for or obtain financial assistance provided by that agency; or h. The registration agent or a TDU in order to enable customer s move-in, transfer or switch. X. Special Services If you have a physical disability or require special assistance regarding your electric account, please contact Entrust Energy Monday - Friday 8:00 a.m. - 7:00 p.m. CST and Saturday 10:00 a.m. 2:00 p.m. CST by calling toll-free at or sending an to to inquire about the process to become qualified for special services. XI. Entrust Energy Entrust Energy, P.O. Box , Dallas, Texas Toll Free Telephone: ; Toll Free Fax: Website: Hours of Operation: Monday - Friday 8 a.m. - 7 p.m. CST and Saturday 10 a.m. - 2 p.m. CST

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