Your Customer Handbook. AmerenIllinois.com

Transcription

1 38996 Your Customer Handbook AmerenIllinois.com

2 CONTENTS Welcome...1 Contact Information...2 Report Gas Odor or Electric Outage...4 Outage Claims...5 Electric and Gas Safety...6 Alerts Payment Options Programs to Simplify Your Life Help is Available Low Income Designation Save Money with Energy Efficiency Meter Reading Customer Payment Policies Deferred Payment Agreements Disconnection for Non-Payment Security Deposits Start, Stop, Move Utility Bill Disputes Electric Supply & Delivery Gas Supply & Delivery Beware of Scams... 30

3 Dear Customer, Thank you for your business! Ameren Illinois is committed to providing you with safe, reliable energy, and we are pleased to serve you. We have prepared this booklet to help acquaint you with some basic features of your service, including contact information, safety tips, energy efficiency, and ways to pay and manage your energy bill. Please keep this handbook for future reference. The information inside can answer many of your questions and provide you with important contact information. We hope you find this material useful. If you have any questions that are not addressed here, please visit AmerenIllinois.com or call us at

4 CONTACT INFORMATION Please contact us any time you have questions or concerns. INTERNET Log on to AmerenIllinois.com and click on Contact Us. SOCIAL MEDIA Connect with Ameren Illinois via social media to engage with Ameren Illinois team members and customers and receive timely updates on topics such as safety, managing energy costs, outages and power restoration during major PHONE facebook.com/amerenillinois youtube.com/amerenillinois Emergency calls are taken 24 hours a day, seven days a week. Call and press 1. To contact us by phone, use the Customer Service number that is listed below and printed on the front of every bill. Customer Service is available 7 a.m. to 7 p.m., Monday through Friday. Residential Business Relay Service for Hearing Impaired AmerenIllinois.com

5 MOBILE Download the Ameren Mobile app onto your smartphone to have faster information at your fingertips, available through the Apple and Android app stores. MAIL You can mail payments to: Ameren Illinois PO Box Chicago, IL Mail all other correspondence to: Ameren Illinois 300 Liberty St. Peoria, IL OTHER CONTACT INFORMATION Ameren Illinois Construction and Engineering Services (ICE) Phone Fax Website and Mobile Support Property Management Western Union Speedpay Payments Credit/Debit/ACH Card JULIE

6 REPORT GAS ODOR OR ELECTRIC OUTAGE GAS ODOR Call us immediately at and press 1 to report a gas odor. We will investigate the leak at no cost to you. Read the important information in the Safety section of this handbook about the do s and don ts of natural gas safety. ELECTRIC OUTAGE You have several options to report or check the status of an electric outage: Call (800) Visit AmerenIllinois.com and click Report an Outage SMELL GAS? LEAVE FAST AND CALL US! Use the Ameren Mobile app on your smartphone The only information you need is the phone number and house number associated with your account. You can also follow us on or sign up for alerts to receive general outage updates and information. Read more about Ameren Alerts in the Alerts section of this handbook. 4 AmerenIllinois.com

7 OUTAGE CLAIMS Ameren Illinois takes providing our customers with safe, reliable power seriously. We continue to make investments in our electric infrastructure to reduce the duration of power outages and improve the quality of delivery service to our customers. However, should certain causes of power outages, interruptions, or other fluctuations occur, Section (e) or (f) of the Illinois Public Utilities Act may allow customers to receive payment for actual damages resulting from: Continuous power interruptions or outages of four hours or more that affect more than point 0.8% of customers (approximately 9,900); or Power surges or other fluctuations that affect more than 0.8% of customers (approximately 9,900) Ameren Illinois may not be required to make payments for actual damages when the power interruption, surge, or other fluctuation is caused by: Unpreventable damage resulting from weather events or conditions Customer tampering Unpreventable damage resulting from civil or international unrest Unpreventable damage caused by animals Damage to equipment caused by an individual who is not an Ameren Illinois employee, agent or contractor For more information and access to claims forms, please visit AmerenIllinois.com/claims

8 ELECTRIC AND GAS SAFETY Your safety is important to us. Please take time to read this brochure, the safety inserts included with your bill and safety tips on page 2 of your bill. If you have children, please share this safety information with them. EMPLOYEE IDENTIFICATION Every Ameren Illinois employee and contractor is required to carry a photo identification badge. If you are uncertain about the legitimacy of individuals representing themselves as an Ameren Illinois worker, do not hesitate to ask to see their badge or to call us. NATURAL GAS SAFETY Natural gas is a safe, clean-burning fuel, but as with any fuel, there are important safety tips that you and your family should know. If you smell a sulfuric, rotten egg odor inside or outside your home, it may be a gas leak. If you smell an odor of gas or you hear a hissing or leaking sound: Leave fast. Evacuate the building immediately taking everyone with you, including pets. Do not turn any lights on or off. Do not re-enter the home or building to open doors or windows. Call Ameren Illinois immediately from another location. We will respond 24 hours a day, 7 days a week and will complete a thorough leak investigation at no cost to ensure your safety. CARBON MONOXIDE (CO) CO poisoning may occur when fossil fuels and other materials are burned without proper ventilation and may 6 AmerenIllinois.com

9 result in flu-like symptoms or even death. If anyone in the household is feeling ill and you suspect carbon monoxide poisoning, vacate the premises, get fresh air and call the Illinois Poison Center immediately at NATURAL DISASTER Special precautions may be necessary in the event of a disaster caused by an earthquake, flood, storm or similar event. If your home suffers structural damage and you smell gas or hear a hissing sound that could be escaping gas, immediately evacuate the premises and call Ameren Illinois. You may need to notify other disaster assistance agencies too. Do not attempt to relight any appliance or pilot lights. Our service personnel will relight them once the problem is corrected. Restoration of gas service should only be done by a qualified Ameren Illinois representative when it is safe to do so. NO HEAT If you re without heat, check your gas water heater and/or other gas appliances to see if they re operating properly. You may have a problem with your furnace and need to contact a qualified heating professional. If the problem is with your natural gas service, contact Ameren Illinois Customer Service. Please note that if the electricity is off, a natural gas furnace will not operate. BEFORE YOU DIG Always call JULIE (Joint Utility Locating Information for Excavators) at 811 at least 48 hours before you dig to have buried lines located. This is a free service. A shovel, backhoe, or pick that comes into contact with these utility lines may cause injury or death and result in significant damage that you might be financially responsible for

10 ELECTRIC SAFETY Storms, tornadoes, flooding and other severe weather can cause damage to electric structures. Stay clear of any arcing or downed power lines and report the problem as soon as possible by calling Customer Service. Be prepared to give as many details as possible, such as the area(s) affected and the approximate time of the outage, the location of any downed or dangling line(s), wire(s), structures or poles, and any neighbors who may be without electric service. Never enter a flooded building, basement or area where electric lines are present. If your power goes out: Determine if the power is out throughout your home. Check to see if one of your circuit breakers tripped. Check with neighboring homes or businesses to see if they are without power. Always be prepared before an outage occurs by having flashlights, batteries and a battery-powered radio on hand BACKUP ELECTRIC GENERATORS If backup electric generators are not installed properly, portable or permanently installed backup electric generators can be deadly to those who use them, as well as utility workers. The National Electric Code (NEC) requires that when anyone installs an electric generator wired directly to the home or business wiring, it include a safety disconnect switch that will prevent the generator from feeding power back into the utility lines. Otherwise, this backfeed could damage a neighbor s property or the customer s own equipment and it could present unforeseen hazards to utility employees working on outside power lines. Be sure to have the wiring for an electric generator installed by a qualified electrician when connecting to home or business wiring. 8 AmerenIllinois.com

11 NATIONAL ELECTRICAL SAFETY CODE CLEARANCE VIOLATIONS If you are planning a major home project, such as a room addition, new deck or swimming pool, be sure the new structure will be positioned at a safe distance from utility facilities above and below ground. Be sure to check clearance requirements before you break ground, and be sure your contractor knows current code requirements before beginning work. Homeowners should also be aware of clearance requirements related to overhead power lines. Clearances are established by the National Electrical Safety Code (NESC) to protect people from potentially hazardous encounters with electrical equipment. The NESC has been adopted as law in most states, including Illinois

12 ALERTS KEEP YOU CONNECTED Ameren Alerts lets you receive important information regarding your account via text or . When you sign up for Ameren Alerts, we ll send you the information you choose to receive, such as: Reported Outage Updates: After reporting an outage, receive notifications for estimated restoration updates and messages Paperless Billing: Cut down on paper clutter and receive notification when your bill is available for viewing Bill Reminders: Receive a notification five business days prior to when your payment is due and if payment is past due Payment Notice: Receive a notification when a payment has been posted to your account Credit Issues: Receive notifications when the status of your account changes while there is a past due balance Energy Assistance Pledge Posted: Receive a notification when an Energy Assistance Pledge has been applied to your account Connect and Disconnect: Receive an alert when a service connect or disconnect is complete 10 AmerenIllinois.com

13 Depending on the type of meter you have, you may also be able to sign up for: Weekly Cost Summary: Receive weekly updates that include bill estimates based on your usage Cost Threshold: Set a cost threshold for your usage and receive a notification when it is exceeded Usage Threshold: Set a usage threshold for your usage and receive a notification when it is exceeded You can sign up for and customize Ameren Alerts several ways: Log on to your online account and selecting Alerts in the Billing & Payments section Visit Ameren.com/Alerts Text REG to 40401* Download the Ameren Mobile app, available through the Apple and Android app stores Upon request, you can stop receiving alerts at any time. *Message and data rates may apply

14 PAYMENT OPTIONS MOBILE If you use a smartphone, you can download the free Ameren Mobile app and pay your bills securely via your bank account, credit card, or debit card. The free Ameren Mobile app is available through the Apple and Android app stores. ONLINE PAY Create an online account at AmerenIllinois.com/StartNow to get started. It is simple and worry-free to pay your Ameren Illinois bill electronically. This free service allows you to pay with an electronic check on the date you select. If the same day is selected, payment will post that day to your account. To make a debit or credit card payment using your MasterCard, VISA or Discover card, or a credit card payment with your American Express card, go online to AmerenIllinois.com. Log in will be required. Western Union Speedpay charges a convenience fee for each transaction. BY PHONE You can pay by electronic check with a toll-free call to It s fast and easy, and Western Union Speedpay payments are credited to your account the same day so there s no guessing. 12 AmerenIllinois.com

15 BY MAIL You can mail your payment along with your bill stub to Ameren Illinois. Be sure to write your account number on the check or money order, make it payable to Ameren Illinois and sign it. Do not send cash through the mail. Payments should be mailed to the PO Box indicated on your bill. Please be sure to enclose the bill stub at the bottom of your bill statement with your payment. IN PERSON Ameren has hundreds of partner pay-in-person locations, located primarily in grocery or convenience stores. Most are open 7 days a week, have extended hours, and take partial payments. Although many reputable businesses may accept your payments, only partner locations are electronically linked to Ameren so that payment can be immediately recorded. When you pay at a partner location, your payment is generally recorded to your account within a few minutes. If disconnection is pending, it is important that your payment post quickly so you can avoid disconnection. You can find partner pay-in-person locations by visiting AmerenIllinois.com and clicking Billing & Payments in the Customer Service Center or by calling us toll-free at Payment locations may charge a convenience fee for their service

16 PROGRAMS TO SIMPLIFY YOUR LIFE PAPERLESS BILLING SERVICE Ameren Illinois customers may choose to receive their bills electronically, at no charge, through our Paperless Billing service. The electronic bill you receive is an exact image of your paper bill front and back. Learn more about or sign up for Paperless Billing at AmerenIllinois.com/eBill. DIRECT PAY If you re always on the go, Direct Pay is a worry-free way to pay. With this free service, your energy bill is paid automatically from your checking or savings account each month exactly on or 5 business days before the due date whichever you prefer. You ll still receive your monthly bill, but without the worry of ever missing a due date or having to mail a payment again! Once you are enrolled in Direct Pay, a reminder message will be included with your bill indicating the date we will debit your checking or savings account. Learn more about Direct Pay at AmerenIllinois.com/DirectPay. BUDGET BILLING Budget Billing takes the surprise out of your monthly utility bill. This popular program helps you plan ahead by establishing a set monthly payment for your energy bill. Even when your energy use fluctuates greatly, the amount you pay each month for electric and/or gas service will remain relatively even. We offer two basic options for Budget Billing: Rollover and Settlement. Choose the program that works best for you! For additional information or enrollment, please visit the Customer Service Center at AmerenIllinois.com! 14 AmerenIllinois.com

17 HELP IS AVAILABLE Whether you re having trouble keeping up with your energy bill or have special billing needs, there are a number of programs and services that may help. LOW INCOME HOME ENERGY ASSISTANCE PROGRAM (LIHEAP) Help is available for low-income households struggling to pay their energy bills. Funded by the U.S. Department of Health and Human Services and the State of Illinois, grants are based on the number of people in the household, total income, geographic location and the type of fuel used to heat the home. Energy assistance is provided by local community action agencies or not-for-profit agencies throughout the state. For more information, visit LIHEAPIllinois.com or call (TDD for the hearing impaired: ). WARM NEIGHBORS COOL FRIENDS The Warm Neighbors Cool Friends Program helps families in Illinois stay warm in the winter and cool in the summer. The program targets moderate income customers (those who normally do not qualify for government programs) and assists customers with both energy bills and weatherization in some areas. Primary funding sources include Ameren s Charitable Trust Foundation and customer and employee donations. To donate or learn more, call Ameren Illinois or visit WarmNeighborsCoolFriends.org

18 MEDICAL EQUIPMENT REGISTRY Storms, animals and other factors can cause unplanned power outages. Customers who use electricity for life-support equipment should have backup plans in place in the event their electric service is interrupted. Ameren Illinois maintains a Medical Equipment Registry that is used to notify customers in advance of planned maintenance outages. If you or someone in your home uses electrically-powered, life-support equipment, please contact Ameren Illinois to be added to this list. Note: The registry does not provide priority restoration during an outage or prevent disconnection for non-payment. ACTIVE MILITARY DUTY State law offers certain electricity and natural gas service protections for households including someone on active U.S. military duty. Please contact us if someone in your household is on active duty. Certain protections may also apply to disabled veterans. BILL PRINT OPTIONS Braille bills and large print bills are available to Ameren Illinois customers upon request. 16 AmerenIllinois.com

19 LOW INCOME DESIGNATION A Low Income customer is defined as a residential customer who has qualified under the income criteria of Section 6 of the Energy Assistance Act of Qualification is effective when the Low Income Home Energy Assistance Program (LIHEAP) Agency notifies Ameren Illinois of your eligibility. This notification occurs electronically; usually with the receipt of your energy grant. Eligibility established after September 1 is effective through December 31 of the following year and eligibility established before September 1 is effective through December 31 of the same year. Ameren Illinois will include a message on your bill each November reminding you to contact your LIHEAP agency to apply for program benefits if you have not already done so. The Low Income designation provides certain account protections including: Deposits assessed as a result of credit scoring will be waived No deposit will be assessed due to continuous late payments Deposits, when necessary for reasons of tampering, non-pay disconnection or a substantial unpaid final bill, will be billed in five installments instead of three The required down payment for a payment agreement is reduced from the standard 25% to 20% from April 1 through November 30 Late payment fees will not be assessed A full explanation of these rights and protections is contained in 83 Illinois Administrative Code Part 280. For information about these rules, you may call the Commission s Consumer Services Division at or visit the Commission s website at ICC.Illinois.gov

20 SAVE MONEY WITH ENERGY EFFICIENCY AMEREN ILLINOIS ENERGY EFFICIENCY PROGRAMS Stop wasting money on your energy bill! When you use less energy, you spend less, and Ameren Illinois has a range of energy efficiency programs and resources to help customers reduce their energy use. For more information on both residential and business energy efficiency programs, visit our website at AmerenIllinois.com/Programs. Business customers can call toll-free or us at ActOnEnergyBusiness@ameren.com. Residential customers can call toll-free or us at ActOnEnergyResidential@ameren.com. METER READING Your bill is based on monthly meter readings taken from your service address. The meter is read on, or about the same date each month. Estimates are generally based upon past service usage and can be higher or lower than actual usage. However, estimates are automatically corrected at the next actual meter reading. You always end up paying for exactly what you used. Ameren Illinois is in the process of updating electric and gas meters to a more advanced meter. These meters will help you better manage energy usage and costs, and will virtually eliminate estimated bills. 18 AmerenIllinois.com

21 CUSTOMER PAYMENT POLICIES BILL DUE DATES Residential service: 21 days after the mailing date. Business service: 14 days after the mailing date. Due dates may vary for government entities. LATE PAYMENTS Customers, with the exception of qualifying low-income customers and government entities, who fail to pay their bills by the due date may be assessed a late charge and may be required to re-establish credit by making a cash deposit. The late charge is one and one-half percent (1.5%) per month on the unpaid balance. For residential customers, the late payment charge will be waived if no other late payment charges were assessed in the most recent 12-month period. PREFERRED PAYMENT DATE Residential customers whose primary source of monthly income is from a government assistance program or Social Security may qualify for a preferred due date on service bills. RETURNED PAYMENTS A processing charge will be added to the customer s next bill if a check or draft of payment for service is returned. Special arrangements for cash-only payments may be required in certain returned-check situations. NOTE Ameren Illinois credit and collection practices for customers and applicants comply with the 83 Illinois Administrative Code Part 280. For information about these rules, you may call the Commission s Consumer Services Division at or visit the Commission s website at ICC.Illinois.gov

22 DEFERRED PAYMENT AGREEMENTS Residential customers that owe a past due amount for service may be eligible to make a Deferred Payment Agreement (DPA) with Ameren Illinois to avoid disconnection of utility service. A DPA will allow the customer to make a down payment towards the amount owed and then make fixed monthly installments along with regular bill payments in order to pay off the past due balance. Arrangements must be made prior to disconnection. A partial payment on a disconnect notice may not prevent utility service from being disconnected. The DPA will default if not paid in full and on time and may result in disconnection of services. We will consider the following when setting up a DPA: amount owed ability to pay payment history reason(s) the amount became past due LIHEAP eligibility any other factors that relate to the situation If you are falling behind on payments, contact Ameren Illinois immediately to attempt to work out a payment agreement on your account, even if you have previously broken an agreement. You can do this by logging on to your online account at AmerenIllinois.com and selecting Payment Assistance in the navigation bar, or by calling Customer Service. Representatives who handle billing matters are available Monday- Friday, 7 a.m. to 7 p.m. 20 AmerenIllinois.com

23 DEFAULT ON A DEFERRED PAYMENT AGREEMENT If you default either by paying late or failing to pay the full installment and current charges on or before the due date, then your account can be subject to disconnection after we send you notice. If your service has not been disconnected, you may reinstate your original DPA by paying the total amount of the installments and current charges due. Reinstatement puts you back on the original agreement. Ameren Illinois will automatically reinstate your original DPA when the required payment is received provided your services have not been disconnected. RENEGOTIATION OF A DEFERRED PAYMENT AGREEMENT If your financial circumstances have changed substantially, you may be eligible to renegotiate your deferred payment agreement. Renegotiation allows you to extend your original DPA for a longer term. In order to renegotiate your DPA, you must: not currently be in default on the DPA, have made at least the down payment to get on the DPA, and be willing to discuss the change in your economic situation with us If eligible, Ameren Illinois will renegotiate a DPA once during the term of the agreement and is not required to extend the payment period beyond one year from the date of the original agreement

24 DISCONNECTION FOR NON-PAYMENT Disconnecting service is a last resort to collect an outstanding debt, and we try to avoid it whenever possible. If we must disconnect your service, you will first receive a notice stating the amount you must pay and due date to avoid disconnection. When service is disconnected for non-payment, a service charge may be required for reconnection. You may also be required to pay a deposit. Any past due Ameren Illinois service bill must be paid before the same type of service can be reconnected. Reasons for Disconnection: Past due amounts owed to Ameren Illinois Non-payment of security deposits Default on deferred payment agreement Theft of service Failure to comply with Illinois Commerce Commission rulings Disconnection without notice when safety, health or cooperation with civil authorities is required Failure to provide access to utility facilities after four recorded attempts to do so or failing to respond to letters requesting reading arrangement 22 AmerenIllinois.com

25 MEDICAL EMERGENCY AT HOME Ameren Illinois will delay disconnection of service to a residence in cases of certified medical necessity. A doctor or health authority must first certify that loss of electric and/or gas service will aggravate an existing medical emergency or create a medical emergency for a patient residing at the premises. The doctor or health authority may telephone Ameren Illinois and then forward the written medical certification within seven days. The medical certification expires in 60 days. Upon receipt and subsequent approval of the certification, the customer will be provided an opportunity to retire past due amounts under an automatic medical payment arrangement with the first installment being due after 30 days following approval. THIRD-PARTY NOTIFICATION Sometimes it is helpful if a friend or family member receives notice that your service has been scheduled for disconnection. At your request, a duplicate disconnection notice may be mailed to a third party whom the customer designates. The third party is under no obligation to pay the bill and must agree to receive these notices. MASTER-METERED APARTMENT BUILDING Prior to disconnecting service for non-payment to a building served through a single meter and containing three or more residential apartments, we will post prominent notices to tenants and give them the opportunity to make suitable arrangements for payment of delinquent and current bills. RECONNECTION AFTER DISCONNECTION To have service restored following disconnection of electric and/or gas service for non-payment, you must pay any past-due amounts on your Ameren Illinois account. You may also be required to pay a reconnection charge and/or deposit to restore your utility service

26 SECURITY DEPOSITS Deposits are sometimes required to provide adequate assurance of payment for services provided. Service deposits for residential and small business customers are no more than one-sixth of the estimated annual service charges. Non-residential service deposits are limited to one-third of the estimated annual charges. If preferred, deposits can be billed on an installment basis. Residential deposits requested April 1 through November 30 will be divided into three equal installments and an installment will be included on each of the first three bills. Residential deposits requested between December 1 and March 31 will be divided into five equal installments and an installment will be included on each of the first five bills. Non-residential deposits will be divided into three equal installments and an installment will included on each of the first three bills regardless of the time of year. A deposit may be required for: Non-residential service applicants. An applicant with a past due service bill. Reconnection, if service has been discontinued for non-payment. Customers who have made four or more late payments in the past 12 months and who are carrying an undisputed past due balance that has remained unpaid for over 30 days beyond the due date. Large commercial or industrial customers who demonstrate indications of financial insecurity. Theft of service. An unsatisfactory credit score* returned from a national credit bureau *National credit bureaus analyze consumer credit files and assign a numerical value or credit score based on payment history and various other criteria contained in the consumer s credit file. 24 AmerenIllinois.com

27 If a deposit is assessed based on credit scoring, the deposit may be waived if an applicant is eligible for the federal Low Income Home Energy Assistance Program (LIHEAP) or is a victim of fraud. If you are disputing a deposit assessment based on your credit score, you may contact Equifax. You may be able to obtain a copy of your credit report at no charge if you contact them within 60 days of your deposit assessment. Equifax Credit Information Services, Inc. PO Box Atlanta, GA Ameren Illinois complies with the Federal Equal Credit Opportunity Act, which prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, age (provided the applicant has the capacity to enter into a binding contract), because all or part of the applicant s income derives from public assistance programs, or because the applicant has in good faith exercised any right under the Consumer Credit Protection Act. Deposits for customers qualified as low income are discussed in the section of this handbook entitled Low Income Designation. DEPOSIT REFUNDS Deposits are refunded after 12 months when the customer has: Fewer than 4 late payments in the previous 12 months No disconnections for non-payment. No tampering with the service No past due balance owed at the time of the deposit refund

28 If the deposit has been held for 12 months and was not refunded for any of the reasons listed above, when applicable, the accrued interest on the deposit shall be credited to the customer s next regular service bill and annually thereafter, so long as the deposit is held. This amount will be indicated on the customer s bill. START, STOP, MOVE You can start or stop your electric and/or gas service online at AmerenIllinois.com or by calling us toll free at To start service, please contact us at least three business days in advance. To stop service, please contact us at least one business day in advance. NEW SERVICE If you re an applicant for residential service, credit references will not be necessary. You will establish your credit with us during your first year as a customer. However, a deposit for new customers may be required if the applicant has a poor or insufficient credit history based on information provided by a national credit bureau (see Security Deposit section). Once you establish service you will be responsible for the bill until you notify us to discontinue service. To prevent identity theft, Red Flag Regulations, per the Federal Trade Commission, require Ameren Illinois to verify the identity of an applicant for service. Based on information provided by the national credit bureau, identification may be requested prior to obtaining new service. MOVING If you re moving to a home that is in Ameren Illinois territory, we will need your new address, your phone number, your present address and the account number 26 AmerenIllinois.com

29 listed on your bill. You will receive a new account number for the new address. If you re moving out of the area, we ll need your current address, the date you want service to end, your forwarding address, and your Ameren Illinois account number. Access to your meter(s) may be necessary for a final reading. APPLYING FOR BUSINESS SERVICE If you re applying for business service, we may require a cash deposit. After review, the company may accept a surety bond from an insurance company or an irrevocable letter of credit from your bank or a credit reference from your former electric and/or gas company. A credit application may be required. BUILDING & CONSTRUCTION If you re building, please apply for new service in the early stages of construction so service will be installed and meters properly located when you need them. For more information, please call or visit BuildWithAmerenIllinois.com. RECONNECTION OF SERVICE WITHIN 12 MONTHS If you request to have your electric and/or gas service turned off and then decide to have the same service(s) turned back on at the same address within 12 months, you will be billed the applicable monthly charges for each month the service was turned off. TAX-EXEMPT STATUS If you are a tax-exempt customer, you are required to provide notification of your tax-exempt status to Ameren Illinois, along with any relevant exemption document(s). We are required to collect applicable taxes on your account until receipt of a valid exemption notification

30 UTILITY BILL DISPUTES If you dispute a charge on your utility bill, contact Ameren Illinois immediately to have your complaint resolved. If your concerns are not addressed to your satisfaction, you have the right to appeal to a customer service supervisor. While your claim is being investigated, your account will not incur late charges nor will it be disconnected for non-payment for any amount or reason that is the subject of the dispute. If we are unable to resolve your complaint, you also have the right to appeal the decision to the Illinois Commerce Commission s Consumer Services Division. Illinois Commerce Commission (ICC) 527 E Capitol Ave Springfield, IL (TYY ) The Commission Staff will review your complaint and contact us to discuss a resolution without formal litigation. If the dispute remains unresolved, you have the right to pursue resolution through the Commission s formal complaint process. The policies and conditions for service outlined in this booklet are designed to comply with utility regulations established by the ICC. The ICC also has rules that apply to service standards and reliability. The ICC s rules, filings, and other information are available at ICC.Illinois.gov. ELECTRIC SUPPLY AND DELIVERY As an energy delivery company, Ameren Illinois is responsible for the infrastructure that moves energy from independent power plants to your door. Ameren Illinois 28 AmerenIllinois.com

31 does not own or operate the power plants. Delivery charges allow us to build, maintain and improve the system that serves you and to respond around the clock to restore service when it is interrupted. Electric delivery charges are established by the Illinois Commerce Commission and generally account for about one-half of the total electric costs on your monthly bill. Though you cannot select another energy delivery service company, you can choose your electric power and energy supplier. GAS SUPPLY AND DELIVERY As an energy delivery company, Ameren Illinois moves natural gas from interstate pipelines to homes and businesses. Some customers may have the option to choose their natural gas supplier. Non-residential customers can contract a third party supplier to buy their own gas and transport it to Ameren Illinois system for delivery. If you have Ameren Illinois buy your gas supply, the cost of that supply currently makes up about 75 to 80 percent of your annual gas bill, including delivery charges. Ameren Illinois costs for the gas supply it buys on behalf of customers changes every month. These costs are called the Purchase Gas Adjustment and are filed monthly with the Illinois Commerce Commission (ICC). To learn more about electric and natural gas supply options, to go AmerenIllinois.com and click on Supply Choice

32 BEWARE OF SCAMS Across the country, scam artists are targeting utility customers, threatening to disconnect electric and natural gas service if they are not paid immediately. Ameren Illinois does not want this to happen to you. KNOW HOW TO PROTECT YOURSELF Never trust someone who calls you and demands immediate payment Never share credit card numbers or purchase a pre-paid credit card if you receive a call asking for payment Never share your billing information. We can assure you that we will never contact you by phone or door to door asking you for this information, as we are already aware of it Call us at the number printed on your bill or go online to check the status of your account Learn about ways to pay your bill securely at AmerenIllinois.com or by calling CONTACT INFORMATION VISIT: facebook.com/amerenillinois youtube.com/amerenillinois CALL: Printed on recycled paper. Please recycle. 83 Sec Rev. 9/16 30