R2020-143 Resolution Authorizing the Execution of a Service Agreement for Supply of Electricity for Residential and Small Commercial Customers Municipal Aggregration Homefield Energy

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pursuant to this Agreement,and that such electricity,will be free from all liens and adverse claims when delivered to the Point of Delivery c Delivery. Supplier shall deliver ail electricity sold pursuant to this Agreement at the Point of Delivery to be delivered to the Aggregation Members. B. Program Implementation. 1. Member Service. Supplier shall maintain certain minimum levels of customer service including a. Program Management and Documentation.Supplier program management and documentation shall be in accordance with this Agreement and Supplier's response to Aggregator's Request for Proposals b. Confidentiality. Supplier and Aggregator shall maintain the confidentiality of customer information pursuant to Article 10 of this Agreement and as required by law, C, Customer Service. Supplier shall assist Aggregation Members with their inquiries. Concerns regarding service reliability should be directed to Ameren, billing questions should be directed to Ameren or Supplier, as applicable, and any unresolved disputes should be directed to the ICC. Inquiries from Aggregation Members should be managed within the following performance parameters Telephone Inquiries Supplier shall maintain a toll-free telephone access line which shall be available to Aggregation Members 24 hours a day, seven days a week. Trained company representatives shall be available to respond to customer telephone inquiries during normal business hours. After normal business hours,the access fine may be answered by a service or an automated response system, including an answering machine.. Inquiries received after normal business hours shall be responded to by a trained company representative within two business days it Internet and Electronic Mail. Supplier shall establish and maintain a web page providing information to the Aggregation Members. The website shall provide basic information concerning the Aggregation Program and facilitate customer inquiries by providing contact information for questions. iii, Multi-Lingual Services. Supplier shall provide reasonable customer service for Members requiring verbal and/or written assistance in Spanish. iv. Hearing Impaired. Supplier shall provide reasonable customer service for hearing impaired Members. 2. Enrollments. Supplier shall perform the following Aggregation account enrollment tasks: Opt-Out Period. Supplier shall conduct an initial Opt-Out Period, which shall be a twenty-one (21) calendar day period,from the date of postmark,during which eligible residents and small commercial retail customers may opt-out of the Aggregation Program prior to enrollment. After the initial Opt-Out Process is completed, the Aggregator and Supplier may establish protocols and procedures to hold additional Opt-Out Periods for Eligible Retail Customers that were not mailed Opt-Out notices in earlier Opt-Out Periods within the term of the ongoing aggregation. Any new Eligible Retail Customers shall be able to enroll in the Aggregation Program under the same terms.conditions, and pricing as accounts that were initially enrolled during prior Opt-Out Periods. However, newly enrolled Eligible Retail Customers will only have the ability to participate in the Aggregation Program for the time remaining in the term of this Agreement. Costs (for example for printing and mailing) associated with subsequent Opt-Out Periods will be paid in the same manner as for the initial Opt-Out Period a Opt-Out Notifications. Supplier shall manage the Opt-Out Period Notification process in cooperation withAg9 9 re ator and the Consultant or Aggregator Designee. b New Accounts. Supplier shall facilitate the addition of new customer accounts to the Aggregation Program during the Term of this Agreement Members wishing to opt-in to the Aggregation Program may contact Supplier to obtain enrollment information. Supplier will make every effort to provide new customers with the same pricing available to initial enrollees; however, such pricing cannot be guaranteed. Supplier shall clearly state the rate to be charged for new accounts prior to enrollment c Moving Within the Aggregator's Jurisdiction. Supplier shall continue service at the same rate and under the same terms and conditions for any Member who relocates within the Aggregator's jurisdiction prior to the expiration of the Term of this Agreement,providing that the Member notifies Supplier of its desire to do so with 30 days'notice- d Credit/Deposlt Requirements. Collection and credit procedures are to be the responsibility of Ameren City of Decatur.Hf E.NEG,Agg Program Agreoment.MGM.10.05.2020 Page 5 of 12