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Billing Inquires Presenters Julie Wallace jwallace@cemc and Seth Roberts sroberts@cemc

Billing Inquires Presenters Julie Wallace jwallace@cemc.org and Seth Roberts sroberts@cemc.org. 89,000 Meters 5 Counties 7645 Miles of Line 7 Business Offices 215 Employees. Topics. Communicating rate changes to members

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Billing Inquires Presenters Julie Wallace jwallace@cemc and Seth Roberts sroberts@cemc

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  1. Billing Inquires Presenters Julie Wallace jwallace@cemc.org and Seth Roberts sroberts@cemc.org

  2. 89,000 Meters 5 Counties 7645 Miles of Line 7 Business Offices 215 Employees

  3. Topics Communicating rate changes to members Illustrate how CEMC uses available information to educate Members in understanding their usage In home visits Best practices from the audience

  4. High Bill “Inquiries” In 2011 Bill Complaints 2,618 Comments about Rates 722 TVA Fuel Cost 195 Total 3,535

  5. WHY IS MY BILL SO HIGH?????

  6. ENERGY SAVINGS RESOURCES Website: APOGEE energy calculator ENERGY saving tips RATES Billing Explanation OTHER: energyright.com TVA.gov IHEE (on speed dial)

  7. CEMC’s Greatest Resource for USAGE DISPUTES Seth Roberts Energy Consultant

  8. Forwarded Complaints Approximately 120 Complaints Jan-April 2011 65 customers visited

  9. Something Is Wrong and the Contact Center Sends it on. • Assume that something is wrong. • Review the contact and see all NOTES attached to the account. • Verify Meter Readings, Billing Accuracy and Rate Accuracy. • Compare current usage with previous years and Degree Day comparisons • Determine approximate base load • Study AMR Reports

  10. Make a Call Back • Ask questions again • Have there been any changes • Structural, HVAC, Appliances changes or problems • Based on their responses determine if a site visit is necessary.

  11. Member Packet Handout CEMC METER FIELD TEST REPORT Degree Day Explanation Bill History Comparison AMR Service History Member Bill Verification Rates / Power Measurements Sheet Appliance KWH Energy Usage Estimates

  12. CEMC METER FIELD TEST REPORT Date ---------------------------------------- Customer ----------------------------------------- Customer Account # ---------------------------- Meter # ---------------------- Form# ---------------------- AMR Type ---------------------- High Load -----------------% Accurate Low Load -----------------% Accurate Weighted -----------------% Accurate CEMC representative testing meter ------------------------------------------ CEMC policy for meter test states: for a meter to be considered accurate it must not test more than 2% fast or slow. A $50 meter test trip charge may be billed customer requesting test if meter test within company policy accuracy range and customer not present to witness test.

  13. Bill History Comparison 4795kWH – 3660KWh= 1135KWh ($102.97)

  14. AMR Report

  15. Estimation of Next Bill(if current usage and weather trends continue)

  16. CEMC RATES Effective December 1, 2010 Residential Rate – Schedule RS Customer Charge------------------------$17.00 per month Energy Charge------------------------- .08566¢ per KWh TVA Fuel Cost Adjustment--------- +.00506¢ per KWh .09072¢ per KWh Security Light Rate Schedule 100 Watt Sodium Vapor----------------$6.81 250 Watt Sodium Vapor----------------$11.58 400 Watt Sodium Vapor----------------$16.33 1000 Watt Sodium Vapor---------------$33.86 175 Watt Mercury Vapor----------------$7.19 400 Watt Mercury Vapor----------------$13.97 Note: One dollar ($1.00) charge per month for each additional pole installed for a security light. Power Measurements Watts = VOLTS x AMPS Kilowatt Hour = 1000 Watts used for one hour Kwh Calculation = WATTS x HOURS OF OPERATION ÷ 1000 Meter Registration Load Check for mechanical disc type meters: RPM x Kh (7.2) x 60 = WATTS EXAMPLE: 4.45 RPM x 7.2kh x 60 = 1,922 watt load Or 1,922 watts x 1 hour ÷ 1000 = 1.92 Kwh x .09072¢ = 17.4¢

  17. Now the detective work begins

  18. Whole House Energy Monitor

  19. If you Remember What’s the Culprit? 1135 more KW used Higher usage on colder days No unusual loads found in house Contacts mentioned 1200 watt heater

  20. Mooch Dog

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