KNOW YOUR RIGHTS AS A MEMBER
- Rate and Service Information
You may, either by phone or by personal visit to the Cooperative’s business office located at the main headquarters building, 3309 North Main, Cleburne, Texas 76033, or any of the Cooperative’s other six offices (see address & contact information in Section 8 below), request copies of any portion of the Cooperative’s rate and service tariffs. A nominal reproduction charge may be made for each copy and postage may be added if the copies are mailed. Office hours are 8 a.m. to 5 p.m., Monday through Friday.
- Meter Testing
You may request a test of your electric meter if you believe that the meter is not accurately reflecting your actual electric consumption. This test will be made at no charge to you provided that the meter has not been tested during the previous four years. In the event that you request a test more often than four years and the meter is not defective, you will be required to pay a charge of not more than $25.00 for the test (per United Tariff Section II: 204.4 Meter Test Fee.
- Outstanding Bills
Under the tariff(s) of this Cooperative, your account becomes delinquent after sixteen days from the date of the bill.
- Termination of Service
Your electric service may be discontinued after proper notice for the following reasons:
- Failure to pay an outstanding bill when due.
- Failure to pay a delinquent account or meet the terms of a deferred payment plan.
- Violation of the Cooperative’s rules for the use of service in such a manner that interferes with the service of others or the operation of nonstandard equipment, provided that the Cooperative will make every attempt to notify you of the problem and allow you to remedy the situation.
- Failure to comply with the Cooperative’s deposit and guarantee requirements.
- The Cooperative may disconnect service without notice where a dangerous condition exists and such disconnection shall remain in effect so long as the condition exists. Disconnection without notice may also be made when service is connected without authority by a person who has not made application for service or who has reconnected service without authority following termination of service for nonpayment. In instances of tampering with the Cooperative’s meter or equipment, bypassing same, or other instances of diversion service may be terminated immediately.
The Cooperative will either mail or personally deliver a written notice of termination at least eight (8) days prior to the date of disconnection. Disconnection will only occur on those days when cooperative personnel are available to receive payment to prevent disconnection. If you are seriously ill or will become more seriously ill as a result of termination of service, you may contact the Cooperative concerning your condition. Your physician must provide a confirmation letter to the Cooperative regarding your need to be identified as critical care status. If you make a request to avoid termination under this provision, you must enter into a deferred payment arrangement.
- Service and Billing Disputes
In the event of a dispute between a member and the Cooperative regarding any bill for electric utility service, the Cooperative shall make such investigation as may be appropriate under the particular circumstances, and report the results thereof to the member. In the event disputes are not resolved, the Cooperative informs members of the complaint procedures of the Cooperative.
Members shall not be required to pay the disputed portion of the bill which exceeds member’s average monthly usage at current rates pending the resolution of the dispute, but in no event more than sixty (60) days. For purposes of this rule only, the member’s average monthly usage at current rates shall be the average of the member’s gross utility service for the preceding 12‑month period. When no previous usage history exists, consumption for calculating the average monthly usage shall be estimated on the basis of usage levels of similar members and under similar conditions.
- Service Reconnection
If the service is interrupted for any reasons listed under Section IV of the information sheet, you may reestablish service when all outstanding and delinquent bills are paid and when a reconnection fee and a deposit or other evidence of payment guarantee is provided to the Cooperative.
- Alternative Payment Plan
As a member of the Cooperative, you have a right to request alternate payment plans.
DEFERRED PAYMENT PLAN
If you have not been delinquent in paying your bill more than two times during the last twelve (12) months and are unable to pay all of your bill, you are eligible for a deferred payment plan. Such plan requires that you keep all subsequent bills current. You may not be required to pay an amount to exceed one-third of the outstanding bill at the time the plan is entered into. If you do not fulfill the terms of the agreement, your service may be terminated under standard termination procedures. Such breech of the agreement voids your right to a deferred payment plan or renegotiation to avoid termination. The Cooperative is not required to offer this arrangement if you have had service for less than three months. Failure to pay by the agreed date will result in termination of service.
AVERAGE BILLING PLAN
United's average billing plan is the perfect option for residential members who wish to smooth out seasonal highs and lows in their monthly electric bills in favor of having more predictable monthly payments. To be eligible for this average billing option, members must have established a satisfactory payment experience with United for a minimum of 12 months.
If the Cooperative and the member mutually agree to an average billing payment plan, the member's billing for electric utility service each month will be based on a rolling average of the most current bill and the preceding 11 months billing for the residence (including any and all applicable fees). Average billing may not be used to defer payment of a member's delinquent electric bills.
The average billing plan may be terminated at any time upon the member's request, or if the member fails to pay the full monthly amount by the due date on the bill. Any debit balance outstanding on the account will become due when the average billing plan is terminated.
PRE PAYMENT OPPORTUNITY
United offers members the convenience of pre-paid metering (called prePower). Please contact us for more information on this offering.
- Cooperative Offices and Business Hours
United Cooperative Services has six locations to serve our customers:
3309 N. Main
P.O. Box 16
Cleburne, TX 76033
320 Fall Creek Hwy.
P.O. Box 5129
Granbury, TX 76049
1200 Glen Rose Highway
P.O. Box 290
Stephenville, TX 76401
|Possum Kingdom Lake Office
1722 Park Road 36
Graford, TX 76449
- Meter Reading
If you would like information regarding the proper method for reading your electric meter, the Cooperative will provide information on request.
- Deposit Policy
A deposit, if required, is limited to one sixth (two months) of your estimated or actual (if available) annual electric bill. Deposits accrue interest and will either be paid to you when the deposit is returned or credited to your account. Interest will be paid on all deposits from date the deposit is received. If the deposit is retained for more than one year, the Cooperative may make a direct payment of the accrued interest to you. Similarly, if you have not been disconnected for nonpayment or delinquent more than two (2) times after twelve (12) consecutive residential billings, the Cooperative will automatically refund the deposit plus accrued interest either as cash or credit to your account, providing your account is current.
Existing members, with no deposit of record, will not be required to pay a deposit for residential service unless you have been delinquent in paying your bill for electric service on more than one occasion in the last twelve (12) months or unless the Cooperative has terminated your service for nonpayment.
Deposit requirements for new applications for service will be contingent upon the outcome of credit risk assessments as reported by cumulative data from qualified credit reporting agencies.
- Financial Assistance
The following governmental or social service agencies may be able to assist you if you are having trouble making your payment for electrical service to the Cooperative:
|Texas Neighborhood Services
118 W. Heard St.
Cleburne, TX 76033
Cleburne (817) 556-3752
|Economic Opportunity Advancement Corporation (EOAC)
932 N. Main
Waco, TX 76707
Tarrant County Human Resources
|Texas Department of Human Resources
Home Energy Assistance Program (HEAP)
P.O. Box 13941
Austin, TX 787113941
Texas Department of Community Affairs
State Information Office
Hill Country Community Action Association
Operation Blessing Johnson County
First Baptist Grace Place
United Cooperative Services provides electric service without discrimination to a member’s race, nationality, color, religion, sex or marital status.
Credit history shall be applied equally for a reasonable period of time to a spouse or former spouse who shared the service. Credit history maintained by one must be applied equally to the other without modifications and without additional qualifications not required of the other.
- Special Services
The telephone number for the teletypewriter for the deaf at the Public Utility Commission of Texas is (512) 936-7136 TTY – FOR THE DEAF.