Consumer Rights & Responsibilities

  General Responsibilities

  Problems, Complaints
  & Appeals

  Disconnection of Service

  Meters & Meter Reading

  Billing & Paying

  Power Failures

  New Services & Heavy-Ups

  Easement Standards
  & Maintenance

  Other Information

 

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Consumer Rights & Responsibilities


Each member of the Rural Electric has entered into one or more contracts which set forth certain rights and responsibilities. In addition, the Indiana Utility Regulatory Commission has specified certain others. The following is a summary of those rights and responsibilities which are not discussed specifically elsewhere in this booklet.

 

General Responsibilities

 

Although this entire website is concerned with your rights and responsibilities as a member-consumer of Jackson County Rural Electric, there are several responsibilities which deserve special mention because they are encountered frequently, because they are often misunderstood, or because of their importance.

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Problems, Complaints & Appeals
 

We are here to serve you and welcome the opportunity to discuss any problems you may have. Errors and misunderstandings will sometimes occur in spite of all our efforts to prevent them. However, almost any kind of disagreement can be resolved if you will just give us the opportunity to sit down and discuss it thoroughly or even take it up with our board of directors, if necessary. Beyond that, the Commission has established a formal complaint procedure which can be used if you ever feel all else has failed.

You may register a formal complaint and may request a conference about any matter relating to our service, including a deposit, disconnect notice or bill before it becomes delinquent. The complaint may be presented in person at our office or by letter, or by completing a form available at our office or from the Commission. Any such complaint must include at least your name, service address and the general nature of the complaint. We will promptly and thoroughly investigate your complaint, confer with you on request, and notify you in writing of our proposed disposition of the matter. Service will not be disconnected until ten days have passed from the mailing of our notification.

 

A written appeal, for review of the matter, may be made to the Commission within seven days of the mailing of our notice of proposed disposition. The Commission will make a prompt and thorough review and mail its written decision within thirty days. Any such request to the Commission must certify that a copy of the request has been sent to the Rural Electric. If such a request has been made we will not discontinue service until at least three days after mailing of the Commission's decision, so long as the consumer requesting review has paid and continues to pay all undisputed bills, undisputed portions of bills under review and all future bills prior to their becoming delinquent. The Commission's address is:

Indiana Utility Regulatory Commission
302 W. Washington Street, Room E-306
Indianapolis, IN 46204
Phone - 317-232-2712
Consumer Affairs - 1-800-851-4268

 

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Disconnection of Service

 

Disconnection of Service at Your Request

 

If you want to have your service disconnected, you should notify the Rural Electric at least three working days in advance. You will be held responsible for all electric use until service is actually disconnected or until the end of three working days, whichever comes first. A final billing will be sent at the end of the month in which the disconnect is made. You will also be billed for the unused balance of your initial service extension contract if it has not been previously satisfied.

 

 

Disconnection of Service Without Request

 

We may disconnect any service without request and without notice only in these situations (proper notice must be given in all other cases):

 

Service Will Not Be Disconnected:


  • For failure to pay for merchandise or appliances.

  • For failure to pay for a bill for service at another location if that bill has remained unpaid for less than 45 days.

  • For failure to pay for a different form or class of utility service.

  • If cause (financial hardship will be sufficient) is shown for an inability to pay the full amount due, and the consumer:

1. Pays a reasonable portion of the bill (at least the smaller of $10.00 or ten percent), and;

 

2. Enters into a "written agreement" to pay the remainder of the outstanding bill plus applicable late payment charges within three months and to pay all undisputed future bills on time, and;

 

3. Has not broken a similar agreement made within the past twelve months.

  • If inability to pay the full amount of a bill is due to the unusually large size of the bill created by incorrect meter readings, reading estimates, meter malfunction or other human or mechanical error of the Rural Electric, and the consumer:

1. Pays a reasonable portion of the bill, up to the average of the previous six months' bills, and;

 

2. Enters into a "written agreement" to pay the remainder of the outstanding bill at a reasonable rate and to pay all undisputed future bills on time.

 

3. Two separate ten day postponements of disconnection can be obtained by providing us with a statement for each, from a doctor or public health official, which states that disconnection would be a serious and immediate threat to the health or safety of a designated person in the household.

When a notice is required, it will be mailed fourteen days before disconnection. The notice will be sent to the consumer's address taken from our records and will state the reason for disconnection and the earliest date on which such disconnect will be scheduled. A disconnect notice for nonpayment will not be mailed until the account has become delinquent.

 

Disconnection, following notice, will be performed only between 8:00 AM and 3:00 PM. Disconnection for nonpayment will be performed only between 8:00 AM and 12:00 noon if our office will be closed the following day.

 

Employees assigned to disconnect a service will make a reasonable attempt to identify themselves and to tell someone at the residence the purpose of their visit. They will be able to inform anyone present of the reasons for disconnection, including the amount of any delinquent bill, and they will ask for any available proof that a delinquent bill has been paid or is in dispute before the Commission. They will be authorized to accept payment or such satisfactory proof from a responsible person, to prevent service from being disconnected, but a standard collection charge will be added to bills paid in this manner.

 

Whenever a disconnection has been made, a notice will be left with a responsible person, or in a conspicuous place, giving the location and telephone number where arrangements can be made for restoration of service.

 

Reconnection of service will be made within one working day after all requirements for reconnection have been satisfied, including all of the following:

  • Payment of all delinquent bills, or satisfactory payment arrangements.

  • Any required service deposits and membership fees.

  • Standard reconnect and collection charges.

When you Move


A member is responsible for all kilowatt hours registered on the meter for up to three working days after the date on which we are notified of a transfer or we are notified to make a disconnect of the service.

 

When moving you must notify the Rural Electric of the date when possession will change, the final reading on the meter, and the name of the new person taking over, if you know who it is. Then you will receive a final bill which will include KWH up to the final reading. It is best, when possible, for you and the new party to read the meter together, so that you are both aware of where one stops and the other begins. It is also important for the new owner or occupant to contact our office as soon as possible to insure we have accurate data, and to assure continuous service. If the new consumer does not establish membership within three days we will treat your instructions as a disconnect order.

 

If service is to be disconnected, you must notify us of the date you are vacating and the approximate date a disconnect should be made. Upon disconnection we will take the final reading and send you a final bill on the next regular billing date.

 

When you call for a transfer or disconnect be sure to give us your forwarding address.

 

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Meters & Meter Reading

 

Meter Seals


The Rural Electric will disconnect service to permit a member to work on his wiring at any time when an emergency or service outage exists. At other times it is expected that adequate notice will be given to permit the routine scheduling of personnel and equipment, during regular working hours, to de-energize and restore service or assist with connecting the member's wires to the Rural Electric pole.

 

 

Meter Reading

 

One of the ways in which members of the Rural Electric help hold costs down is by reading their own meters. Bills are computed from your meter readings, so you should read the meter carefully about the same time each month, and return the dated reading with your payment prior to the past due date shown on the bill card. If you fail to give us a meter reading on time, or if we feel your reading must have been in error, we will estimate a reading for the next bill and will show that fact on the bill card. Since each reading is used twice, at the end of one period and the beginning of the next, two billings will be affected by each reading. Meter readings will be obtained by Rural Electric employees whenever they visit your service, and we expect to do that at least once each year to check out our service facilities. Readings obtained by our employees will not normally be used in billing, if timely, accurate readings have been received from you.

 

Please do not estimate your own reading if you cannot obtain a true reading! We will make an estimate if no reading is received, and then will have a record that the reading was estimated.

 

The Rural Electric has chosen to install some automatic meter reading devices on selected accounts when deemed economical to do so.

 

Meter Tests


Every one of our meters is carefully inspected, tested and adjusted before it is installed. Periodic tests of meters in service are also required by the Commission. Modern watthour meters are highly accurate instruments which seldom fail to meet mandatory accuracy standards, even after years of use, although, like anything mechanical, they can have failures.

 

The most common meter error found is for the instrument to be stopped, or nearly so. If you notice your meter is not operating, it is your responsibility to report that fact immediately. If you have good reason to believe that your meter is recording incorrectly, we will test the meter for you, without charge, upon receipt of your written request. (We have a special form available for that purpose.) A second free test may be requested after twelve months, but if no error has been found you will be expected to pay the full cost of any further tests requested at intervals of less than thirty-six months. A test may also be made under direct Commission supervision, upon payment of a $5.00 fee to the Commission. The $5.00 fee will be refunded to you if the meter proves to be more than three percent fast. If it tests less than three percent fast, the Rural Electric will receive the fee. Supervised tests are also available for demand type meters, but the fee is $25.00.

 

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Billing & Paying

 

Rates


Rate changes must be based on our cost of service, authorized by our board of directors, and approved by the Indiana Utility Regulatory Commission. A public hearing is required for any general rate increase. Whenever a rate change is requested from the Commission, a notice summarizing the nature and extent of the change will be published in "Watt High Lights" or will be mailed to individual consumers within forty-five days of the request.

 

Rates are based on metered consumption and availability for use during the month billed. A minimum is charged whether there has been any use or not, to cover our fixed costs of having the account on our books and our facilities in place. A special minimum is usually in effect for the standard contract period of each newly constructed service.

 

Sales Tax Exemptions


Electric sales to farmers for direct food production, as well as sales to churches and public authorities, can be exempted from sales tax collection. The Rural Electric can provide an "Application for Exemption" form, which the consumer may complete and file with the Indiana Department of Revenue. If it is approved, the state will supply a validated exemption form to be filed with the Rural Electric. A separate form is required for each metered service. We cannot delete sales tax from your bill until we have a validated exemption form on file.

 

Deposits


Anyone requesting service from the Rural Electric must pay a refundable membership fee. This fee will be applied to any unpaid bills and the balance refunded whenever service is terminated. In addition, a deposit up to a total of 1/6 of annual billings may be required to insure payment of bills. Such a deposit will be required of a new consumer unless a satisfactory credit record is established in accordance with Commission rules, or of a present consumer who has received at least three disconnect notices in a year or who had service disconnected for nonpayment. Such deposits on residential accounts will earn interest at six percent per year if held more than twelve months and will be refunded after a satisfactory payment record is maintained for nine consecutive months, or ten out of twelve months (without consecutive delinquencies), or upon termination of service after all charges for service up to termination have been satisfied. Deposit requirements will be determined in a equitable and nondiscriminatory manner without regard for the economic character of the area in which service is provided.

 

Your Monthly Bill Card


Your bill card provides two services on one card. It shows the amount of the bill up to the last meter reading reported. Also, it has a space for you to write in your present meter reading to be returned on the same stub with your payment. When posting the payment we also post the reading which will be used to compute the next bill.

 

Remember to read your meter on the same day each month. Each billing is based on readings from one reading date to the next reading date. When reading dates are varied, your electric bills will also vary because the usage periods will become unequal, some longer than thirty days and others shorter.

 

Bills for electric service are normally mailed on the last working day of each month. The past due date is seventeen days after the date the bill is mailed and will be shown on the bill card. Past due dates will normally be on the 17th of each month.

 

Payments may be made in person or by mail. Make checks payable to Jackson County Rural Electric. Please do not send cash by mail or put cash in our night depository. Our office hours are from 7:30 AM to 4:30 PM, EST, Monday through Friday, except on holidays (New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the following Friday, Christmas Eve and Christmas). For your convenience, there is a night depository in front of our office where payments may be made at all times other than during regular office hours.

 

Each Bill Will Contain the Following Information:

Budget Payment Plan


On request, a residential account may be placed on our "Budget Payment Plan". Under this plan the member pays an average amount each month for electric service. Budget payment still requires meter readings, and payments must be submitted to the Rural Electric office by the due dates. Members wishing to join the plan should contact our Billing Department. Budget payments will be established on the basis of the most recent twelve months usage unless no record is available, in which case a budget amount can be estimated. If actual usage does not match budget estimates, automatic adjustments will be made. The Rural Electric reserves the right to cancel budget payment privileges if the member fails to make payments on time each month or fails to submit regular meter readings.

 

"E-Z Pay" Plan


The Rural Electric also offers its "E-Z Pay" plan which permits monthly bill payments to be automatically withdrawn from a members bank account. "E-Z Pay" participants have the option of continuing to send in monthly meter readings or they may chose to have a self-reading meter installed. Bill cards noting the number of kilowatt hours used and the amount deducted from the bank account will be mailed to "E-Z Pay" participants every month. Contact our Billing Department if you would like more information.

 

Payment By Credit Card


Payment of fees and bills by credit card may also be arranged. Contact our Billing Department for information on this option.

 

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In Case of Power Failure


Interruptions of electric service do occur, for reasons beyond our control or yours. We will schedule emergency action to restore necessary service on our lines as soon as possible, at any time, day or night. Repair of security lights, however, will normally be scheduled for the next regular working day after receipt of an outage report.

If an outage occurs, the first thing to do is to check your fuses and circuit breakers to be sure they are good, or not "tripped". If your fuses and breakers are okay, check with neighbors to see if their services are on. By now you should have a good idea whether yours is an individual outage or a line outage. Then call our office to report the outage. Phone 358-4458 (local calls) or 1-800-288-4458 (toll free long distance).

 

Most outage calls made outside our regular office hours (7:30 AM to 4:30 PM Monday through Friday) will be taken by our answering service. Please be brief in describing your outage to the answering service because the operator can only relay the message and has no way of knowing what is wrong or how long the service will be out. However, if you have knowledge of specific damage, such as a vehicle accident or a fallen tree, please report that information.

 

Remember, the sooner you call us about an outage or problem

the sooner we can be on the way to help you.

If in doubt about whether or not to call us, please call.

 

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New Services and Service Heavy-Ups

 

New Service Extensions


All persons who desire electrical service and who meet the requirements of the Rural Electric are to be served if at all possible.

 

There will be no charge for making an extension of necessary Rural Electric facilities to bring adequate electric service to a new location, for permanent and continuing use, if estimated revenue from the extension in two and one-half years will equal or exceed the costs of making the extension. However, the landowner of the property to which each service is to be extended is required to enter into a standard contract which includes guarantees that the requested service will be permanent and continuing for at least six years and which grants reasonable and necessary right-of-way for the extension and for continuing the extension on to serve others.

 

All electric facilities, up to the meter for underground or manufactured home service, or up to the service entrance weatherhead connection for overhead service to a meter on the building, or up to and including the pole for a meter on the pole, are owned, operated and maintained by the Rural Electric. The consumer is responsible for installing the meter base when it is to be mounted on a building, and for providing, installing and maintaining necessary conduits up to the weatherhead. The meter is owned and controlled by the Rural Electric.

 

Service lines from an external meter point may be installed by an applicant for service but must be constructed to Rural Electric specifications and with the advance knowledge and approval of the Rural Electric. Such lines will not be owned, operated or maintained in any way by the Rural Electric, other than connection to the metering point.

 

Service to a manufactured home is normally provided from a combination meter base and service panel owned and maintained by the Rural Electric. A weatherproof disconnect panel must be located within 30 feet of a manufactured home.

 

Each new service is subject to a review of wiring and electrical equipment before final connection.

 

New Service Connection Procedures


Our representatives will provide information about new service connections upon receiving an office visit, phone call or letter. Our first action will involve taking an order which normally includes name, address, phone number, general location relative to the nearest neighbor now being served, and the name of the property owner. Also, we will inquire about the caller's plans, to determine the type of service required, such as for a manufactured home, an existing or new house, farm buildings or a temporary supply for construction purposes. Other information we are likely to request includes: the distance from an existing power line; locations of property lines and corners; locations of buried water, sewer, and telephone lines; site improvements which have been started, and building or manufactured home locations identified by corner stakes. Service for subdivisions, commercial and three phase situations will require more information and special scheduling.

 

We will schedule, normally within three working days, one of our representatives to meet you at the proposed location to work out details, set stakes and prepare construction plans for a listing of material needed. Drawings must be made to aid construction personnel and help determine the costs of this new investment.

 

Once the planned line is designed and the costs computed, a standard contract for permanent and continuing service will be offered. The contract will include a minimum bill guarantee based on the estimated construction costs. After the guarantee period the standard rate minimum will apply. Also included with the service contract and membership application will be right-of-way forms and a statement listing the membership fee, meter deposit, and other service charges, when necessary. Upon return of the contract and payment of fees, plus completion of wiring to National Electric Code standards for the type of service requested, and after obtaining all necessary easements, we will release the job for construction. A city or county zoning permit and/or electrical inspection may also be required before construction can begin.

 

Service Heavy-Ups


It is the member's responsibility to contact the Rural Electric when new or additional electric loads are being added to an existing service. In many instances a new or larger service entrance is necessary to handle the new load. Upon notification of need for a larger service, a Member Services representative or field engineer will arrange to meet with the member or electrician to discuss any changes that will be necessary. Any costs to be covered by the member must be paid before any heavy-up construction is performed. A contract similar to a new service extension contract may be required.

 

Modifications at Member's Expense


If an applicant for service, or a member, requests for his convenience, or requires by his actions, that existing or planned facilities of the Rural Electric be redesigned, re-engineered, relocated, removed, modified or reinstalled, the Rural Electric may require the applicant or member to make full payment of the costs of performing such service.

 

Underground Service


An applicant or member may request or may have definite requirements that new electric distribution facilities be installed underground. If such construction is economically and technically sound, the Rural Electric can provide underground service subject to the following conditions:

 

1. The requesting party may be asked to pay the premium cost of underground construction, i.e. the standard cost of underground construction that is over and above the standard cost of constructing equivalent overhead facilities.

 

2. The requesting party shall agree to be billed, at the Rural Electric's costs, for all special costs incurred in construction through rock, frozen earth, stream crossings or other unusual soil conditions.

 

3. Adequate right of way and access are required, as described on pages 17 and 18.

 

4. The transformer for standard underground construction will be of the pad mounted type, which in turn requires service lines to be installed underground to the various load centers.

 

The applicant or member may elect to install his own underground wiring from a metering point on the meter pole or metering point near or on the pad mounted transformer to his load centers, or the Rural Electric can provide underground service facilities to a metering point on or near the building or other unit to be served.

 

An applicant or member who requests or requires that existing overhead facilities capable of providing adequate service be removed and replaced by underground facilities, must bear the full cost of removal and replacement less any salvage remaining in the removed facilities. These charges may be standardized from time to time.

Further information on underground construction is set forth in Article III of the Rules and Regulations.

 

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Easement Standards & Maintenance

 

Right-of-Way Easement Standards and Maintenance


An applicant for membership, who requires a new installation for electric service on his property, will be asked to execute and submit a legal easement, to permit crossing and entering upon his property for installing and maintaining necessary poles and electric lines and keeping them clear of trees, brush, etc.

In cases where it is not feasible, practical or desirable to construct rural lines on public right-of-way and it is necessary to secure right-of-way on private property or tree trimming permits, the Rural Electric shall attempt to secure them, without cost, before construction is started.

 

Granting of right-of-way is one economy in electric line construction which helps keep the cooperative's electric rates low and service dependable.

 

The standard right-of-way for overhead lines includes clear cutting of all brush and trees capable of growing to the height of any conductor, and the trimming of all overhanging and extending branches, to a minimum distance of 20 feet on each side of the electrical conductors. In addition, it covers the removal of leaning and dangerous trees outside of these limits and provides for necessary access rights. However, in order to minimize future costly maintenance, and permit bordering trees to develop a natural appearance, all trees growing within 30 feet of conductors should be removed.

 

The standard right-of-way for underground lines includes clearing and maintaining a path to a minimum distance of ten feet on each side of the electrical conductors, for construction and repairs, and provides for necessary access.

 

The standard clearances for brush and trees are also applicable to man-made structures. No structures are to be placed or maintained on right-of-way of the Rural Electric. The National Electric Safety Code prescribes minimum allowable clearances.

 

Initial clearing of right-of-way may be accomplished by the Rural Electric with the full cost of such work included in construction costs for purpose of determining contract provisions. However, an applicant for service may elect to clear necessary right-of-way to Rural Electric specifications, on his time, at his expense, in order to expedite service construction and obtain more favorable contract provisions.

 

Normal right-of-way maintenance and improvement are the responsibility of the Rural Electric. Members are encouraged, however, to keep brush and trees from growing within right-of-way limits. The Rural Electric will endeavor to honor the reasonable requests of individual members for preservation of specific tree specimens or for avoidance of herbicide spraying on or along the member's property, even though this adds to our total costs of service.

 

Upon adequate notice, the Rural Electric will cut trees or other vegetation which, in its judgement, might endanger its lines but which are outside of normal clearing limits. Whenever assistance is requested for removal or trimming of a tree which presents little risk to facilities of the Rural Electric or for which the costs and risks involved in removal outweigh the costs and risks of leaving it in place, assistance will be given in the form of making the Rural Electric's line safe for cutting and removal of the tree by the property owner.

 

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Other Information

 

Pole Identification


In accordance with Commission rules, the Rural Electric marks each of its poles so that its ownership and location can be determined. A number is included by which the location of each pole may be described.  This information is stamped into aluminum tags that are attached at eye level.

 

Board Meetings and Member Attendance


The regular monthly meeting of the board of directors is held on the morning of the second Tuesday of the month at our Brownstown office. There are occasional schedule changes, however, to avoid conflicts.

 

Members occasionally inquire about their rights to attend these meetings or to have a particular concern brought before the board. Whenever possible, any matter requested to be considered by the board is discussed at the next board meeting. Requests for such consideration should be made in writing to the General Manager, as far in advance as possible.

 

The board may invite any person to attend any part of a board meeting but may also exclude anyone from any part of a meeting, especially if that person's attendance might be prejudicial to the Rural Electric or a member or employee, or could be expected to disrupt the regular conduct of the meeting. Each member has the right, however, to be present and to be represented by legal counsel for the purpose of being heard on any matter set out in a prior written request.

 

A written request to be heard by the board must state the name, address and account number of the member, the name and address of the legal counsel, if any; the exact nature of the matter to be discussed; the length of time requested on the meeting agenda; and that all available administrative procedures for the matter have been exhausted by the member. The request must be received at least seven days prior to the meeting.

 

Availability of Information


Copies of all rate schedules, contract forms, rules and regulations, fee schedules and consumer policies that have been filed with the Commission are on file in our office and are available for public inspection. A copy of the current rate schedule applicable to your service will be supplied, without charge, on request.

 

We also occasionally have requests for documents, information or records from our files. Some of these are readily available and freely given. Some of them, however, would be costly to put together or reproduce and some, such as names, address and account records must be considered privileged personal information available only to the member of record.

 

Copies of published data will be provided on request. Unpublished documents which are part of the "public record" will be made readily available for examination by a member, in our office. Some other internal records may be made available for examination by a member upon a written request which states the specific documents, needs and intended uses; and which guarantees there will be no release without our written authorization.

 

Access to certain items must be refused if we or our legal counsel believe release of the information might be prejudicial to the Rural Electric, employees or other members; or if it would tend to disrupt normal operations or cause unwarranted expense. Individual records of employees and members are considered privileged personal information not to be released without the permission of the employee or member.

 

Cogeneration


Cogeneration is the interconnection of private generating equipment with utility power lines. Although there have been no cogeneration projects in our service area, we have talked with some interested members and have established policy and procedures for complying with federal law (PURPA) and Commission Rules. One of the first things which should be done by any member considering cogeneration is to consult with our Member Services Department concerning the problems, requirements, procedures and rates involved.

 

Many prospective cogenerators do not realize the complexity and costs of such a project, including: Special development, engineering and construction costs will be paid by the cogenerating member. A separate rate may be established for cogenerators based on our overall cost of service to them as a class. The rate paid to cogenerators for surplus power produced is our "avoided cost", which is considerably less than the rates we charge for regular service. A guarantee of liability insurance coverage will be required. Controls must be included to prevent interference with the quality of the Rural Electric's service to others and to assure positive disconnection during Rural Electric outages and maintenance work. A special cogeneration contract will be required.

 

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