Power of Community - Pedernales Electric Cooperative

Service Policy

Service Policy

At Pedernales Electric, it’s our priority to provide members with the most helpful and reliable services. Our Service Policy explains topics such as how to become a member, payment and service options and fees. For more information about our services, call us toll-free at 1-888-554-4732 between 7 a.m. and 9 p.m. Monday through Friday.

200 Service Policy

200.1 Condition of Service

The Cooperative’s Service Policy applies to all locations within its service area, according to the type of service delivered and subject to the provisions of the Cooperative’s rates and Line Extension Policy.

The Cooperative will provide electric service to all applicants within its service area, provided the following conditions are met:

  • The applicant pays a membership fee and any other amounts, including any deposits, required by the Cooperative’s rules, including amounts required by the Credit Requirements and Deposits Policy.
  • The applicant is not delinquent on a past or present account.
  • The applicant accepts the terms for membership and rules for service, and provides the Cooperative with information reasonably required to verify the identity of the applicant.
  • The applicant grants the Cooperative easement rights and acquires all necessary easements from adjacent landowners on a form acceptable to the Cooperative for its facilities. All costs and expenses, if any, related to the acquisition of easements to serve the applicant shall be the responsibility of the applicant, including the Cooperative’s costs and expenses if the Cooperative participates in the acquisition of the easements through condemnation proceedings.
  • Service can be supplied from existing Cooperative lines or the Cooperative can build new power lines according to the Line Extension Policy.
  • Pedernales Electric Cooperative provides standard electric service from overhead lines. Underground electric service may be available at the sole option of the Cooperative. Service is provided at one rate, at one point of delivery, with one meter, at one of the Cooperative’s standard voltages. Non-standard service may be available if requested but only if the Cooperative determines such service is feasible, and the applicant agrees to pay any additional cost to the Cooperative for delivering such non-standard service.
  • The applicant provides a meter loop conforming to the Cooperative’s standards and the National Electrical Code.
  • The applicant’s installation and equipment must not be hazardous or of such type that satisfactory service cannot be given.
  • Temporary service will be billed on the applicable rate. Before the Cooperative provides temporary service, the applicant must pay the estimated cost to the Cooperative of installing and removing these facilities.

200.2 Membership Fee

Membership in the Cooperative is required for service. Membership fees will be set by the Cooperative’s Board of Directors and shall be held until the last service connection for a member is terminated. Termination of membership does not release a member or member’s estate from debts owed the Cooperative.

200.3 Establishment Fee

A non-refundable $75.00 fee will be collected for connecting service and/or transferring account information. This fee is in addition to the membership fee and other fees required.

200.4 Same-Day Service Fee

If service is available at a location and a request for same day connection is made on Monday through Friday or on Saturdays or Sundays, a $250.00 non-refundable fee will be collected. This fee is in addition to the membership fee, establishment fee, deposits, if any, and other fees required.

Service reconnections after non-payment will not be performed after normal business hours unless the Cooperative determines otherwise. In the event any service reconnections after non-payment are performed after normal business hours on Monday through Friday or on Saturdays or Sundays, a non-refundable same-day service fee of $250 will be required to be paid prior to reconnection. This fee is in addition to the past due balance, reconnection fee, deposits and any other fees required.

200.5 Service to Rental Locations

Owners, operators, landlords or lessors who provide lease or rented units and require continued service during periods of vacancies shall be required to make application for electric service for each leased or rented unit and shall be subject to the conditions of service set forth in the Cooperative’s Membership Application and Certificate. Owners, operators, landlords or lessors shall be obligated to pay for such service but shall not be required to pay an establishment fee each time a vacancy occurs.

Upon sale of property, the owners, operators, landlords or lessors are responsible for notifying the Cooperative to update the account status. Until a change is requested, the owners, operators, landlords or lessors is responsible for all bills.

200.6 Real Estate Show Fee

Temporary residential service will be provided for a non-refundable fee of $50.00 per day, four day maximum, to show residential property to potential buyers or renters. A membership fee will not be required. A Same Day Service Fee may also apply.

200.7 Continuity of Service

The Cooperative endeavors to provide continuous electric service but makes no guarantees against interruptions. If continuous service at a constant voltage is required, the member must install the necessary equipment. Should members require three-phase service, they shall be responsible for providing and operating such protective equipment as is necessary to protect their equipment from damage resulting from loss of power to one or more phases. If electric service is interrupted, the member must determine if the equipment and wiring is functioning properly. Cooperative personnel will not make repairs to members’ wiring or equipment.

The Cooperative shall not be liable for damages occasioned by interruption, failure to commence delivery, or voltage, wave form, or frequency fluctuation caused by interruption or failure of service or delay in commencing service due to accident to or breakdown of plant, lines, or equipment, strike, riot, act of God, order of any court or judge granted in any bona fide adverse legal proceedings or action or any order of any commission or tribunal having jurisdiction; or, without limitation by the preceding enumeration, any other act or things due to causes beyond its control, to the negligence of the Cooperative, its employee, or contractors, except to the extent that the damages are occasioned by the gross negligence or willful misconduct of the Cooperative.

200.8 Service Monitoring (DISCONTINUED EFFECTIVE SEPTEMBER 1, 2013)

200.8.5 Advanced Metering Opt Out Program – [This Section shall become effective May 1, 2014]

The Advanced Metering Opt Out Program only applies to residential accounts (other than residential accounts with interconnection agreements). A member may request to opt out from use of the Cooperative's advanced meter at a service location. The Cooperative may grant such request subject to certain qualifications and conditions.

  1. Meter Exchange Fee
    A $75 meter exchange fee will be charged for any meter exchange at any service location already equipped with an advanced meter.  Any member participating in the Advanced Metering Opt Out Program for new service locations will be required to pay the Cooperative’s establishment fee as outlined in the Cooperative’s Tariff for each location.
  2. Meter Readings
    Each member participating in the Advanced Metering Opt Out Program will be charged a fee of $30.00 each month for non-standard manual meter readings by the Cooperative and for processing of such readings for each service location. An additional $1 per mile charge for service locations further than 20 miles from nearest area office will apply.

    If for any month a meter is unable to be read by the Cooperative, the monthly fees will apply and the usage for that month will be estimated based on the member’s previous usage.  Any under-billing or overbilling resulting from such estimate will be adjusted after the meter is read.

200.9 Meter Tampering

A member’s account will be debited a $500.00 fee plus estimated energy consumed where meter tampering occurs.

200.10 Billing

Bills will be sent to members each month. Bills are due upon receipt and will become delinquent if not paid by the due date shown on the bill. Bills are not considered paid until Pedernales Electric Cooperative receives the payment. Accounts not paid by the due date may be assessed a $20.00 Late Payment Processing Fee. Any governmental entity asserting eligibility to be billed under Texas Government Code Chapter 2251 may file a written notice asserting their eligibility, and the Cooperative will determine whether the entity is subject to that statute. Bills to all non-residential accounts other than state agencies or other governmental entities that the Cooperative has approved as being subject to Texas Government Code Chapter 2251, may be assessed a Late Payment Processing Fee of $20.00 or 6% of the unpaid balance, whichever is greater, if not paid by the due date. All bills rendered to state agencies or other governmental entities that the Cooperative has approved as being subject to Texas Government Code Chapter 2251, shall be in accordance with that statute. Bills will be calculated under the appropriate rate schedule. If the Cooperative finds that an account is being billed incorrectly, the account will be corrected immediately for future billings and the member will be notified.

200.11 Under-billing and Overbilling

If charges are found to be higher than authorized in the Cooperative’s tariffs or if the Cooperative fails to bill a member for services, then a billing adjustment will be calculated by the Cooperative and applied in the manner described herein. Notwithstanding the foregoing, any billing adjustments greater than $5,000 may be adjusted to the date of error if identified by the Cooperative.

  1. Under-billing
    1. If the member’s account is under-billed because of failure to receive meter readings, faulty metering equipment or other equipment error resulting in unreported use, the Cooperative will estimate the unbilled amount and adjust the member’s bill accordingly, up to 3 months.
    2. If the member’s account is under-billed because of billing, rate assignment, processing errors or other similar circumstance resulting in unreported use, the Cooperative will estimate the unbilled amount and adjust the member’s bill accordingly, up to 6 months.
    3. If the member’s account is under-billed because of meter tampering, bypass, diversion or other similar circumstance resulting in unreported use, the Cooperative will estimate the unbilled amount and adjust the member’s bill accordingly for the entire period of unreported use.
    A deferred payment arrangement may be available for any periods of under-billing except for such periods resulting from meter tampering, bypass, diversion or other similar circumstance.
  2. Overbilling
    1. If the member’s account is overbilled because of billing, rate assignment, processing errors or other similar circumstance, the Cooperative will adjust the member’s bill accordingly for the entire period of overbilling.
    2. If the member’s account is overbilled because of failure to receive meter readings, faulty metering equipment or other equipment error, the Cooperative will adjust the member’s bill accordingly for the entire period of overbilling.

200.12 Payment

All bills for electric service are payable by mail, in person at any Cooperative office, or via any of the payment options offered by the Cooperative. The Cooperative may discontinue service to members who fail to pay for service within seven days from the date of the delinquent notice. Members may make arrangements with the Cooperative for payment of delinquent accounts so that they will not be disconnected for non-payment. If the Cooperative dispatches a service representative to collect a delinquent bill, a $75.00 Collection Fee will be included in the collection amount. Failure to pay a service representative the full amount owed at the time may result in immediate disconnection of service. If the member’s service is disconnected, a reconnection will not be made until the account is paid in full and a reconnection fee together with a deposit is paid and when applicable a same day service fee. Under no circumstances will the Cooperative be liable for losses incurred resulting from the disconnection of service due to a member’s failure to pay for electrical service or any other reason for disconnection required by the Cooperative’s policies.

200.13 Payment Options

  • Deferred Payment Arrangement: A deferred payment arrangement is an agreement between the Cooperative and the Residential, Farm/Ranch, or Water Well member by which a delinquent account may be paid in installments that extend beyond the due date of the next bill. A member who is unable to pay his or her delinquent account and has not been delinquent on more than once in the last 12 months may be offered a deferred payment arrangement. The member must pay the current bill each month, plus the agreed upon portion of the amount deferred. Failure to fulfill the terms of the agreement will result in discontinuance of service and all amounts owed become due immediately. The Cooperative may decline to offer this plan if, in the Cooperative’s judgment, the member is lacking sufficient credit or satisfactory history to warrant further extension of credit or if the member has failed to provide complete, accurate and verifiable identification information when requested by the Cooperative.
  • Fixed Payment Plan: This plan allows a member to pay a fixed amount per month based on twelve months total billings divided by 366 days. A true-up and recalculation will be required no more than every 12 months. Upon such true-up and recalculation, any overpayments or underpayments shall either be credited or debited from the account as applicable. The amount of any underpayment will be added to the amounts due. The amount of any overpayment will be deducted from any amounts owed. This plan is applicable to the Residential and Farm/Ranch and Water Well rates only. Members may enroll anytime with participation beginning with the first bill rendered after enrollment. The plan may be cancelled by either the member or the Cooperative upon notification to the other party. Upon cancellation the accumulated balance of the member’s account shall become due and payable. The Cooperative may decline to offer the Fixed Payment Plan if, in the Cooperative’s judgment, the member is lacking sufficient credit or satisfactory history to warrant payment plans or if the member has failed to provide complete, accurate and verifiable identification information when requested by the Cooperative. (Effective Sept.1, 2012)
  • Average Payment Plan: Under this plan, the member’s monthly payment is the rolling 12 months average. This plan is applicable to the Residential and Farm/Ranch and Water Well rates only. Members may enroll anytime with participation beginning with the first bill rendered after enrollment. The plan may be cancelled by either the member or the Cooperative upon notification to the other party. Upon cancellation the accumulated balance of the member’s account shall become due and payable. The Cooperative may decline to offer the Average Payment Plan if, in the Cooperative’s judgment, the member is lacking sufficient credit or satisfactory history to warrant payment plans or if the member has failed to provide complete, accurate and verifiable identification information when requested by the Cooperative.
  • Credit Card Payment Plan: The credit card payment plan allows residential members to pay their utility bills with an accepted credit card using one of the following options:
    1. To pay automatically, a member can make arrangements by contacting a Cooperative representative and requesting a payment plan be set up, or
    2. To pay as needed, a member can contact a Cooperative representative and initiate the payment transaction. The member will need to indicate the amount of the payment and provide necessary credit card information and authorization.
  • Bank Draft Payment Plan: The bank draft payment plan allows members to authorize the Cooperative to draft their checking accounts monthly. The amount drafted will be for:
    1. The current bill due, or
    2. The payment due as agreed on the Deferred Agreement.
    The member’s checking account will be drafted automatically on the bill due date or on the due date of the Deferred Agreement contract.

200.14 Interconnection

Any interconnection with the Cooperative must be in accordance with the Cooperative’s Interconnection Policy for Small Generators and only after execution of the Cooperative’s Agreement for Interconnection.

200.15 Discontinuance of Service

Service may be disconnected for any of the following reasons:

  • The member in whose name the account is established may request disconnection
  • The member’s account is delinquent and unpaid.
  • If the member pays a delinquent account balance with a check returned to the Cooperative for insufficient funds.
  • Failure to comply with the terms of any payment agreement.
  • Failure to pay a deposit when required.
  • Failure to pay guaranteed amount when required.
  • Where the Cooperative discovers that service is being obtained in any unlawful manner.
  • Where a known dangerous condition exists for as long as it exists.
  • If the member’s use of electric service interferes with the service of other members.
  • If required by the lawful ordinance of a municipality having authority to order such disconnection.

200.16 Reconnection Fee

The Cooperative will assess a $100.00 fee for reconnection after non-payment. Service reconnections after non-payment will not be performed after normal business hours unless the Cooperative determines otherwise. In the event any service reconnections after non-payment are performed after normal business hours on Monday through Friday or on Saturdays or Sundays, a non-refundable same-day service fee of $250 will be required to be paid prior to reconnection. This fee is in addition to the past due balance, reconnection fee, deposits and any other fees required.

200.17 Disputed Bills

In the event of disputes between a member and the Cooperative regarding any bill for electric service, the Cooperative will investigate the circumstances and report the results to the member. If the dispute remains, the member may meet with a Cooperative representative to resolve it. If unresolved, the member will be advised of the Member Complaints procedures of the Cooperative. Members are obligated to pay billings that are not disputed.

200.18 Member Complaints

The Cooperative has established procedures to address all complaints from members. Complaints will be investigated and the results will be reported to the complainant. If dissatisfied, the complainant may file a written complaint with either the Cooperative’s General Manager or Assistant General Manager. The complainant will be advised of the results within 10 days of the complaint.

Service should not be disconnected before completion of the review. If the member chooses not to participate in a review, the Cooperative may disconnect service, provided proper notice has been issued under the disconnect procedures.

200.19 Returned Check/Denied Bank Draft/Denied Credit Card

The member’s account will be debited for the amount of each returned check, plus a $30.00 fee. If an account is setup for automatic payment by credit card or bank draft and then is denied, the member’s account will be debited for the denied amount, plus a $30.00 fee. If the member pays a delinquent account balance with a check returned to the Cooperative for insufficient funds the account will be disconnected.

200.20 Member Voting

Each member who is receiving service from the Cooperative shall be entitled to one (1) vote upon each matter submitted to a vote at a meeting of the members. At all meetings of the members at which a quorum is present, all questions shall be decided by a vote of a majority of the members voting thereon in person, by mail, or, when the option is made available to members, electronically, except as otherwise provided by law, the Articles of Incorporation of the Cooperative, or the Bylaws.

200.21 Member Access to Cooperative Records

A member, on written request, is entitled to examine and copy (at the member's expense), at any reasonable time, the books and records of the PEC.

Requests for information are restricted to members of PEC, and the Cooperative reserves the right to charge a fee to the member, payable in part or wholly in advance, if fulfilling the request will require large amounts of employee time.

Most of the information collected, assembled, or maintained in connection with the transaction of PEC business is available to members, with a few exceptions. Inspection of certain records may be limited or denied in cases including: privacy, attorney-client privilege; real estate subject matter, personnel subject matter, security; or matters that are clearly competitive, when the Board of Directors determines in good faith that disclosure presents a compelling risk of likely harm to the Cooperative or its members.

This policy does not cover material that is requested as part of a legal proceeding.

All member requests for information should be directed to:

Open Records Request
Pedernales Electric Cooperative, Inc.
P.O. Box 1
Johnson City, TX 78636

200.22 Account Research Services

When records are requested by subpoena, a fee of $40.00 per hour may be charged to the requestor.

200.23 Easement Release

The Cooperative will assess a $300.00 fee for processing an Application for Easement Release.

200.24 Switchover Policy

In cases where electric service is being provided to a member by the Cooperative and the member requests disconnection of electric service to obtain electric service from another utility certified to the area, the following rules shall apply:

The member shall request the Cooperative, in writing, to disconnect electric service from the desired location.

The member shall pay the following charges prior to disconnection:

  • A charge of $100.00 to cover labor and transportation costs involved in the disconnection.
  • A charge for distribution facilities rendered idle as a result of the disconnection and not useable elsewhere on the system based on the original cost of such facilities less accumulated depreciation, salvage, and any previous contribution in aid-to-construction.
  • A charge for the labor and transportation costs involved in removing any idle facilities. This charge will only apply if removal is requested by the disconnecting member, if removal is required for safety reasons, or if the salvage value of the facilities does not exceed such removal costs.
  • All charges for electric service up to the date of disconnection.

Upon payment of the above charges, the member shall receive a paid receipt from the Cooperative for presentation to the connecting utility.

The member shall be advised that the connecting electric utility may not provide service to said member until such connecting utility has evidence that the member has paid all charges provided for under this tariff.

200.25 Status of the Policy

The Service Policy is subject to change by the Board of Directors.

Adopted June 15, 2009
Amended: Aug. 16, 2010; Sept. 20, 2010; Dec. 20, 2010; April 18, 2011; Sept. 19, 2011; May 21, 2012; May 20, 2013; Aug. 19, 2013; Jan. 21, 2014; March 17, 2014; April 21, 2014