R2012-194 AUTHORIZING EXECUTION OF A SERVICE AGREEMENT WITH THE LOWEST RESPONSIBLE BIDDER FOR THE SUPPLY OF ELECTRICITY

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H ' MEFIELD E N E R G Y a. Program Management and Documentation. Homefield program management and documentation shall be in accordance with this Agreement and Homefeld's response to Aggregator's Request for Proposals. Homefield acknowledges that the Aggregator may issue or approve governance rules, or other similar plan or document, concerning its planned aggregation activities. Homefield will in good faith endeavor to conform its performance under this Agreement to be consistent with any governance rules. To the extent a conflict exists between this Agreement and any governance rules, this Agreement shall control. b. Confidentiality. Homefield and Aggregator shall maintain the confidentiality of customer information pursuant to Article 10 of this Agreement and as required by law. C. Customer Service. Homefield shall assist Aggregation Members with their inquiries. Concerns regarding service reliability should be directed to Ameren Illinois, billing questions should be directed to Ameren Illinois or Homefield, as applicable, and any unresolved disputes should be directed to the ICC. Inquiries from Aggregation Members should be managed within the following performance parameters: i. Telephone Inquiries. Homefield 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 line 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. ii. Internet and Electronic Mail. Homefield 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. Homefield shall provide reasonable customer service for Members requiring Spanish verbal and written assistance. iv. Hearing Impaired. Homefield shall provide reasonable customer service for hearing impaired Members. 2. Enrollments. Homefield shall perform the following Aggregation account enrollment tasks: a. Opt-Out Period. Homefield shall conduct an initial Opt-Out Period, which shall be a nineteen (19) 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 Homefield may establish protocols and procedures to hold additional Opt-Out Periods for Eligible Retail 7