CUSTOMER HANDBOOK - Welcome to MLGW on the Web

1 Memphis Light, Gas and Wateryour guide to utility resourcesCUSTOMER version of the CUSTOMER HANDBOOK may not reflect changes that may have occurred since it was printed. As a result, we urge you to confirm business hours, program guidelines or any other informa-tion you may decide to act upon. Welcome to your new home!1 Welcome to your new home and to our MLGW family of customers! We know how hectic the moving process can be and we want to help make your transition as smooth as possible. As the source for all your energy needs, we are committed to working in partnership with our community to provide you with safe, reliable and cost-effective electric, gas and water services. A recent survey of utility rates confirmed that MLGW once again has among the lowest com-bined rates of some of the nation s largest cities. Founded in 1939, Memphis Light, Gas and Water, the nation s largest three-service public utility, has a rich history and tradition of excellence and service.

2 All of our work revolves around enhancing our community and being the best utility for our customers. Some of our initiatives include the development of the My Account area on MLGW s website featuring personalized bill and energy information and tools, as well as an online billing option, Text Alerts notifica-tion technology and an MLGW app for iPhone and Android. To bolster interaction with our customers, we instituted a host of online tools including our Bird on a Wire Blog, Twitter, Facebook, Pinterest, Instagram and YouTube. In addition, we posted an Electric Out-age Summary map on our website to show general locations and information for reported outages. Visit to find these new features and ML-GW s many other offerings. We hope you will keep this booklet as a handy reference guide for your utility-related questions. Of course, we re always here to assist with your needs, and we want you to contact us if you need more personalized service.

3 2contents Page 4 Energy Conservation The Energy Doctor Energy-saving tools Rental Housing Ordinance EcoBUILD Project CARE eScore EnergySmart Workshops Page 5 Special Services Gas Pilot Light-Up Tree Trimming/Tree Replacement Leased Outdoor Lights Street Light Patrol Speakers' Bureau Gift of ComfortPage 6 Power Outages Planned Electric Outages Life-Sustaining Equipment Restoration Process Electric Outage Hotline Electric Outage Summary MapPage 7 Safety Electricity Natural Gas Meter ReadingPage 8 Emergency PreparednessPage 9 Payment Information Budget Billing AutoPay Net Due Date Program Payment Extension Holiday Bill Break Third Party Notification Avoiding ScamsPage 10 Payment Options By Mail Online By Phone In Person Page 11 Utility News Memphis Energized Utility Bill Management My Account Text Alerts MLGW AppsPage 12 How To Reach Us CUSTOMER Care Center Online Emergencies Electric Outage Hotline TDD Other Helpful MLGW ContactsPage 13 Miscellaneous Information MLGW Board Meetings Municipal Service Fees on MLGW Bills Special Assistance Programs LIHEAP Funding through CSA On Track Program Plus-1 Share the Pennies 3 Bienvenidos a su nuevo hogar y a la familia de clientes de MLGW!

4 Sabemos lo atareado que puede ser el proceso de mudanza y queremos ayudar a que su transici n sea lo m s tranquila posible. Como fuente de todas sus necesidades de energ a, estamos comprometidos a trabajar con nuestra comunidad para proveerle servicios confiables y econ micos de electricidad, gas y agua. Una encuesta reciente de tarifas de servicio p blico confirm que nuevamente MLGW tiene algunas de las tarifas combinadas m s bajas entre las ciudades grandes de Estados Unidos. Estamos colocando este manual a su disposici n para que lo use como referencia, ya que contiene informaci n importante sobre c mo contactarnos, descripciones de los programas que ofrecemos y mucho m s. Si usted no puede leer este manual en ingl s, por favor llame al 544-6549 para solicitar una copia de la versi n en espa ol del mismo. OPCIONES DE PAGOPor correo: Para pagar por correo, por favor env e su pago a la direcci n siguiente: MLGW Box 388 Memphis, TN 38145 Por favor no env e pagos a alguna otra localidad de MLGW y no env e efectivo por correo.

5 En L nea: Usted puede pagar su factura en bien sea pulsando sobre Opciones de Pago (Payment Options) y luego seleccionando el enlace Pagar Electr nicamente (Pay Electronically) o ingresando al rea Mi Cuenta (My Account). Los dos m todos le permiten pagar su factura mediante la opci n de Pago nico (One-Time Payment) usando su cuenta de cheques o ahorros, tarjeta de cajero autom tico (ATM) o de d bito, o la tarjeta Discover, por una tarifa nominal adicional de Metavante, la compa a que provee este servicio. Para mayor conveniencia y sin tarifas, inscr base en la opci n de Facturaci n Electr nica (e-Billing) a trav s de Mi Cuenta (My Account). Este servicio de facturaci n sin papel es gratis, cesa la factura de MLGW impresa mensualmente, y emite una notificaci n por correo electr nico cuando su factura de MLGW est disponible para acceso en o en el sitio de Red de su banco. Por Tel fono: Para pagar su factura por tel fono, llame a nuestro sistema automatizado de pagos al 1-866-315-0277.

6 Aseg rese de tener disponible cuando llame la informaci n de su tarjeta de cr dito o cuenta personal de cheques. Se cobrar una tarifa nominal adicional de Metavante, la compa a que provee este servicio. El sistema de pago por tel fono incluye una opci n en espa ol. En Persona: Usted tambi n puede visitar una de nuestras oficinas comunitarias o agente autorizado de pago para efectuar el pago de su factura. Las ubicaciones de las Oficinas Comunitarias est n listadas en bajo Cont ctenos > Oficinas y Horarios (Contact Us > Offices and Hours), y tambi n en la p gina 10 de este manual. Pago Expreso: Las estaciones automatizadas de pago de MLGW le permiten pagar su factura por servicios 24 horas al d a, siete d as a la semana, 365 d as al a o. Las m quinas aceptan efectivo, cheques o giros bancarios, e imprimen un recibo. Las m quinas de Pago Expreso est n disponibles en todas las Oficinas Comunitarias de MLGW, excepto la de Millington, la cual tiene una caja de dep sito nocturno.

7 Quioscos de Auto Servicio TIOSe pueden efectuar pagos en efectivo, con un cargo adicional, usando los quioscos TIO en tiendas participantes Exxon Hop-In, Walgreens y Circle K. Los clientes deben marcar el n mero de 16 d gitos de su cuenta de MLGW o el n mero de tel fono y los ltimos cuatro d gitos del n mero de Seguro Social correspondientes a la cuenta. CONTACTOS IMPORTANTESC entro de Atenci n al ClientePara iniciar, suspender o transferir servicio: 820-7878 Para preguntas sobre facturaci n o acuerdos para el pago: 544-MLGW (6549)Emergencias: 528-4465L nea Activa de Interrupciones El ctricas: 544-6500 Pagos por tel fono: 1-866-315-0277 Sitio de Red: energy wisely not only protects our natural resources, but also helps lower your utility costs. You can accomplish these goals by taking advantage of the many programs that MLGW offers to their customers. Learn how to make your home more energy efficient by exploring these FREE options.

8 The Energy Doctor: 528-4188 Schedule an appointment with an energy expert on how to make your home more energy effi-cient. A qualified technician will come to your home and conduct an energy audit and provide useful tips to help you reduce your utility consumption. Energy-saving tools in My Account : Register and login to our free My Account service at to explore information about your home s utility use and costs. Compare bills, track usage, analyze changes and use the My Home Energy Advisor features to develop a customized energy action plan to reduce use and lower utility costs. Handy calculators help you estimate savings from equipment and lighting replacement. With My Account, you also have options to view current and previous bills, sign-up for paperless eBilling and pay bills online. Rental Housing Ordinance: 322-5757 A program for tenants that allows MLGW technicians to identify and enforce energy-related is-sues. MLGW becomes an advocate for the tenant during the process and ultimately can take the landlord to Environmental Court if energy issues are not addressed in an expeditious manner.

9 EcoBUILD Green Building Program: 528-4887 A program that incorporates a set of green building standards during the construction process that are designed to use 30 percent less energy as compared to typical new construction. MLGW energy technicians conduct periodic inspections and diagnostic testing during the con-struction phase and at completion the home is certified. Share the Pennies Weatherization Assistance ProgramShare the Pennies provides grants of up to $4,000 to low-income home-owners to increase energy savings by making energy efficiency and weath-erization repairs to their homes. Repairs include increasing attic insulation, fixing broken windows, sealing windows and doors, and replacing broken furnaces. For a full list of eligible repairs, see An MLGW Energy Technician will complete a thorough energy audit of the CUSTOMER s home and determine which repairs will have the most signif-icant impact on energy efficiency. To qualify, customers must own their home, have a total income of less than 200 percent of the Federal Poverty guideline and meet other eligibility requirements.

10 For a full list of eligibility requirements, see : 1-855-237-2673 A Tennessee Valley Authority (TVA) sponsored program that provides homeowners with a customized path to make their homes more energy efficient. TVA-certified auditors conduct an in-home energy audit and provide the homeowner with a list of energy saving improvements that qualify for instant rebates. All work must be completed by members of the TVA Quality Contractor Network (QCN). EnergySmart Workshops: 528-4188 A 90-minute workshop hosted by MLGW that provides hands-on demonstration and education on how to use energy more wisely. Each workshop attendee receives an EnergySmart kit (valued at $45). energy conservation5In addition to providing you with reliable and affordable utilities, we offer an array of other services to ensure your safety and raise your awareness of utility-related issues. Browse through this list to learn who to call if you need these services. special servicesGAS PILOT LIGHT-UP: 820-7878 Around August or September every year, MLGW designates a time period devoted to lighting pilots.