YOUR RIGHTS AS A CUSTOMER
REP License #10049

Effective Date: May 1, 2010, v.YR10.2.
The following is YOUR RIGHTS AS A CUSTOMER with Andeler Corporation dba Andeler Power (“Andeler Corp,”, “Andeler Power”, “Andeler”, “we,” “our”) for the purchase of electricity service. Andeler Corp is certified as a Retail Electric Provider (“REP”) by the Public Utility Commission of Texas (“PUCT”), Certificate #10049.

Andeler Corporation dba Andeler Power (“Andeler Corp”, “Andeler Power”, “Andeler”) provides electricity service without discrimination as to a customer’s race, creed, color, national origin, ancestry, sex, marital status, lawful source of income, level of income, disability, family status, location in an economically distressed geographic area, or qualification for low income or energy efficiency services. As a retail customer in the State of Texas, you are entitled to the following Customer Protection Rights pursuant to the Rules of the Public Utility Commission of Texas (“PUCT”). These rights apply to all residential and small commercial customers served by Andeler Corp as a certified Retail Electric Provider (“REP”) in Texas. A complete copy of the PUCT’s Customer Protection rules is available on the PUCT’s website at http://www.puc.state.tx.us/rules/subrules/electric.

Mailing Address: P.O. Box 67; Lubbock, TX 79408
  Telephone Number: 1-866-808-8839
  Fax Number: 1-866-578-2358
  Email: customerservice@andeler.com (Please indicate Account Number and ESI ID in subject line)

General Office Hours: 9:00 AM - 5:00 PM CT Mon. - Fri.
Customer Service Hours: 9:00 AM - 5:00 PM CT Mon. - Fri.
Andeler Corp will arrange for the delivery of electricity from your local energy delivery company (officially referred to as your Transmis sion and
Distribution Service Provider, or “TDSP”) to the service location designated by you pursuant to this Agreement.

Outage Reporting: In the event of an outage in your area please call your local TDSP:
  Oncor Electric Delivery (888) 313-4747
  Centerpoint Energy (800) 332-7143
  AEP Texas Central (866) 223-8508
  AEP Texas North (866) 223-8508
  Texas New Mexico Power (888) 866-7456

Andeler Corp is not liable for service interruptions or outages. Any questions relating to your electric distribution lines or meters should be directed to your TDSP listed above.

Unauthorized Change of Service Provider or “Slamming”: A REP must obtain your verifiable authorization before switching your electric service. If you believe your electric service has been switched without your authorization, you should request that the REP provide you with a copy of your authorization and verification. The REP must submit this to you within five (5) business days of your request. If you are not satisfied with this response, you may also file a complaint with the PUC at the address provided below. Upon receipt of a complaint filed with the PUC, the REP must respond within twenty-one (21) days of receipt of the complaint, provided all documentation relied upon by the REP related to the authorization to switch, and any corrective actions taken to date, if any. If a REP is serving your account without proper authorization, they must work with other market participants to take all actions necessary to return you to your original REP as quickly as possible. Your original REP has the right to bill you at the price disclosed in your terms of service from either: 1) the date you are returned to your original REP, or 2) any prior date chosen by your original REP that served you without proper authorization shall, within five days from the date that your service is returned to your original REP, refund all charges paid for the time period the original REP ultimately bills you. In addition, the REP that served you without your authorization is responsible for paying all charges associated with returning your service to your REP of choice. For periods that the unauthorized REP that served your without your authorization may bill you, but at a rate no higher than the rate you would have been charged by your original REP. (PUCT Subst. Rule §25.495)

Anti-Slamming:  Slamming is unlawful. Slamming occurs when your REP is changed without your authorization. If you believe your electricity service provider has been switched without your authorization, you can discuss this matter with your REP or you may file a complaint with the PUCT at the address provided above. (PUCT Subst. Rule §25.495)

Billing Questions, Disputes, and Complaints:  Andeler shall not use a credit score, credit history, or utility payment data as the basis for determining the price for electric service for a product with a contract term of 12 months or less for an existing residential customer or in response to an applicant’s request to become a residential customer (PUCT Subst. Rule §25.475(c)(2)(E)).  If you have specific comments, questions, complaints or bill questions, please contact an Andeler Corp customer care representative and we will assist you to resolve any inquiry you may have. We will do everything we can to make sure your problem is handled and you are pleased with our service. If you are not satisfied, you may file a complaint with Andeler Corp and request a supervisor to conduct a full review. If we fail to resolve your dispute, it is your right to file a complaint with the PUCT:   Public Utility Commission of Texas, Office of Customer Protection, P.O. Box 13326, Austin, TX 78711-3326; Phone Number: (512) 936-7120 or toll-free (888) 782-8477; Fax Number: (512) 936-7003; TTY (512) 936-7136; Relay Texas (toll-free) (800)735-2989; email: customer@puc.state.tx.us; or website: www.puc.state.tx.us.

Unauthorized Charges or “Cramming”: Before any new charges are included on your electric bill, Andeler Corp must inform you of the product or service, all associated charges, and how these charges will be billed before they appear on your electric bill and obtain your consent for the product or service. If you believe your bill includes unauthorized charges, you may contact us to dispute such charges and you may file a complaint with the PUCT. Andeler Corp will not seek to terminate your electric service for nonpayment of an unauthorized charge, nor will it 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, Andeler Corp 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 forty-five (45) days. If charges are not refunded or credited within three (3) billing cycles, interest shall be paid to you at an annual rate established by the PUCT on the amount of any unauthorized charge within fifteen (15) days after the date the unauthorized charge is removed from your bill. Andeler Corp will not re-bill you for any charges determined to be unauthorized. (PUCT Subst. Rule §25.481)

Meter Reading, Problems and Testing: As a customer you have the right to instructions on how to read your own meter, please contact Andeler Corp for instructions on how to read your own meter. If you feel your meter is not operating correctly, please contact Andeler Corp to request a meter test. You have the right to request a meter test (PUCT Subst. Rule §25.124) once every four (4) years at no cost to you. If your meter is tested more than once every four years, and the meter is found to be functioning correctly, then you may be charged a fee by your TDSP for the additional meter testing that Andeler Corp will pass on to you.

Critical Care: You must inform us at the time of sign-up that an interruption or suspension of electric service will create a dangerous or life-threatening condition. You may qualify as a “critical care residential customer.” Upon your request, we will provide to you a standardized Critical Care Eligibility Determination Form, which you must complete and return to us. The critical care request is evaluated and approved by the TDSP; however, you may appeal the eligibility determination to the TDSP. If not satisfied with the results of this appeal, you may file a complaint with the PUCT. If approved, the designation is valid for one year, and Andeler Corp will send you a renewal application prior to the expiration of your designation. Qualification as a critical care residential customer does not relieve you of the obligation to pay Andeler Corp for services rendered. However, a critical care residential customer who needs payment assistance is encouraged to contact Andeler Corp immediately regarding possible deferred payment options or other assistance that may be offered.

Cancellation of Service: You may cancel your service at any time with no early cancellation penalty if you are under a month to month variable rate plan. If you are under a fixed rate plan, you may have a cancellation fee. Please see your Terms of Service for full details.

Termination: All bills are due and payable sixteen (16) days after being sent to you. If we do not receive your payment within the sixteen (16) days, this Agreement is terminated, and we will then mail a separate notice reminding you that we need to have your payment within ten (10) days or your service will be terminated. Andeler Corp may terminate this Agreement if amounts due have not been paid by the due date. Andeler Corp may also terminate this Agreement if fraud has been committed. The termination date may not fall on a holiday or weekend unless Andeler Corp or its agents are available to take payments and your service can be reconnected. Andeler Corp cannot terminate your contract for any of the following reasons:

• Failure to pay for electric service by a previous occupant of the premise if that occupant is not of the same household
• Failure to pay a different type or class of electric service not included on the account’s bill when service was initiated
• Failure to pay any charge unrelated to electric service
• Failure to pay under-billed charges that occurred for more than six (6) months (except theft of service)
• Failure to pay any disputed charges until Andeler Corp or the PUCT determines the accuracy of the charges and you have been notified of this determination
• Failure to pay an estimated bill unless the estimated bill is part of an approved meter reading program or in the event the local distribution company is unable to read the meter due to circumstances beyond its control
• Failure to pay charges arising from an under-billing due to faulty metering (unless the meter was tampered)

Disconnection: Other than for fraud, Andeler Corp will send a Disconnection Notice the day after this Agreement terminates for any reason listed above. Disconnection Notices detail amounts due to continue service. Andeler Corp may disconnect service for non-payment if amounts due remain unpaid ten (10) days after a Disconnection Notice has been sent. Please see above “Termination” paragraph for more information.  The PUCT has determined that under certain dangerous circumstances (such as unsafe electric line situations) Andeler Corp may authorize your TDSP to disconnect your electric service without prior notice to you. Additionally, Andeler Corp may seek to have your electric service disconnected for: (i) failure to pay a bill owed by the date of disconnection; (ii) failure to comply with the terms of a deferred payment agreement made Andeler Corp; (iii) using the service in a manner that interferes with the service of others or using non-standard equipment; (iv) failure to pay a deposit required by Andeler Corp; or (v) failure of the guarantor to pay the amount  guaranteed when Andeler Corp has a written agreement, signed by the guarantor, which allows for the disconnection of your service. Andeler Corp may not disconnect your  electric service: (i) if notification is received by the disconnection date that an emergency assistance provider will be forwarding sufficient payment on your account; (ii) for non-payment during an extreme weather emergency and must offer you a deferred payment plan for bills due during the emergency; or (iii) for non-payment if you have properly informed Andeler Corp at the time sign-up, that you or another resident on the premises has a critical need for electric service. To obtain this exemption, you must have notified Andeler Corp in writing at the time of sign-up, have submitted a written statement attesting to the necessity of electric service to support life, have entered into a deferred payment plan with Andeler Corp, and have had the ill-person’s attending physician contact Andeler Corp. (PUCT Subst. Rule §25.483)

Availability of Provider of Last Resort (POLR): If your electric service is terminated or disconnected, you may obtain services from another REP or the POLR. The POLR offers a basic, standard retail package at a fixed, non-discountable rate. You may call 1-866-PWR-4-TEX or visit www.powertochoose.org for more information about the default POLR in your area.

Restoration of Service: If your service has been disconnected by Andeler Corp, your service will be reconnected upon satisfactory correction of the reasons for disconnection. An additional deposit may be required in order to restore service.  If your service was disconnected due to a dangerous situation, your service will be reconnected once you notify Andeler Corp that you have corrected and satisfactorily resolved the dangerous situation.

Service Protections: Andeler Corp will not terminate you for (i) delinquency of payment by a previous occupant, (ii) failure to pay charges not related to electric service, (iii) failure to pay for a different class of electric service, (iv) failure to pay an under-billing, other than for theft of service, more than 6 months old, (v) failure to pay for a disputed charge until a determination as to the  accuracy is made, (vi) failure to pay an under-billing due to faulty metering, unless there has been meter tampering, or (vii) during an extreme weather emergency, holidays or weekends, except on request, or (viii) if you properly inform Andeler Corp that you or another resident on the premises has a critical need for electric service.

Bill Payment Assistance: An emergency assistance program is available to customers who have severe financial hardships and temporarily may be unable to pay their bills. Some customers may also qualify for the Lite-Up Texas program offered by the PUCT to low-income households.  Additional information may be obtained by contacting Andeler Corp Customer Care, PUCT (see above listings for contact info)  or the Texas Department of Housing and Community Affairs, P.O. BOX 13941, Austin, TX  78711-3941; Phone Number:  (512) 475-3800 or toll-free (800) 525-0657.

Deferred Payment Plans and Other Payment Arrangements: If you cannot pay your bill, please call Andeler Corp immediately. Andeler Corp may offer you a short term payment arrangement that allows you to pay your bill after your due date, but before your next bill is due. In addition, you may qualify for a deferred payment plan. A deferred payment plan allows a customer to pay an outstanding bill in installments beyond the due date of the next bill. Andeler Corp may require an initial payment to initiate the agreement. Andeler Corp is required to offer you a deferred payment plan unless you have received more than two (2) disconnection notices during the past twelve (12) months or you have been a customer for less than 3 months’ and do not have sufficient credit or payment history with another REP. All REPs must offer customers deferred payment plans for bills that are due during an extreme weather emergency and to customers who have been under-billed in the amount of $50.00 or more. A deferred payment plan may include a 5% penalty for late payment; however, the POLR may not charge a late fee.  Andeler Corp is also required to offer Level or Average Billing to customers who are not currently delinquent in payment. This program allows you to pay approximately the same monthly amount for electric service. This program is offered to any customer who meets Andeler Corp’s eligibility requirements. Andeler Corp may bill or credit any overbilling or underbilling, as appropriate, at least once every twelve (12) months.  Andeler Corp may collect under-recovered costs from a customer annually or upon termination of service to the customer.   Andeler Corp shall refund any over-recovered amounts to customers annually or upon termination of service to the customer.  The reconciliation will occur (i) at the end of every twelve (12) months that you are on Average Billing, (ii) if you are past due on any monthly bill, (iii) if you cancel your service or (iv) if you switch to conventional billing. Andeler Corp may initiate its normal collection activity if the customer fails to make timely payments according to such a plan.  Andeler Corp also accepts several types of bill payment assistance programs, for more information please contact Customer Care.

Privacy Rights: Andeler Corp will not release proprietary customer information except as authorized under the law. The PUCT has authorized release of proprietary customer information to law enforcement agencies, energy assistance agencies, collection and reporting agencies, utilities and the PUCT. (PUCT Subst. Rule §25.472)

Do Not Call List: The PUCT maintains a “Do Not Call List” of customers who do not want to receive telemarketing calls for electric service. Call toll-free 1-866-TXNOCAL or 1-866-896-6225, or visit the PUCT website at  www.puc.state.tx.us to subscribe to the Do Not Call List. (PUCT Subst. Rule §25.484)