Customer Information Guide. Welcome home

Transcription

1 Customer Information Guide Welcome home a

2 Get to know your new home energy provider. Contents Your UGI Service 2 Your UGI Meter 3 Safety Tips 4 Congratulations. With dependable service from UGI, you now have the energy to do more. We take pride in delivering reliable energy service. Whether you use UGI to keep your home warm, your water hot, or your lights on, our knowledgeable staff is here to help answer your energy questions. Our skilled employees are ready to provide expert emergency service when you need it, day or night. We realize that our customers lead busy lives and may have budget concerns. To help, UGI provides you with options to help manage your new account and control expenses. Great information can be found in this guide or on our website at UGI is committed to your complete satisfaction. We value your business and look forward to providing you with superior service. Thank you for choosing UGI for your home energy needs. Let s Connect! We want to hear from you, and share great tips that will help you save money, conserve energy, enjoy fresh recipes, view helpful videos, and keep in touch with all the ways UGI helps the community. Please take a minute to connect with UGI on these popular social sites: BLOG facebook.com/ugiutilities instagram.com/ugiutilities twitter.com/ugi_utilities twitter.com/ugireads youtube.com/ugiutilities Your family will enjoy dependable energy and superior service. Your UGI Bill 12 Customer Choice Information 14 Ways to Pay Your Bill 16 Energy Conservation Tips 22 Electric Customer Rebates 26 Your Rights & Responsibilities 28 Para leer esta guía en español, visite Natural Gas Electric This guide provides helpful information about both natural gas and electric service. Look for these symbols to indicate which information is relevant to your service. 1

3 Your UGI Service Whether you are moving into a new home, getting a meter reading, or arranging for any special services, we make it easy for you. UGI will work with you to have your service turned on when you arrive or turned off when you leave. To learn more, visit our website at or call UGI. Turn-On Service for Electric Users For properties with previous UGI electric service, a meter reading must be obtained to begin service and billing. If the electric is turned off and the meter is inside your home, you will have to be available at the property to allow entry. If your electric is turned on and your meter has an outdoor remote-reading device, or if your meter is located outdoors, we will be able to perform the reading without requiring special access arrangements. Turn-On Service for Natural Gas Users For properties with previous UGI natural gas service, a meter reading must be obtained to begin service and billing. If the gas is turned off and the meter is inside your home, you will have to be available at the property to allow for entry and start-up of all natural gas appliances. If your gas is turned on and your indoor meter has an outdoor remote-reading device, or if your meter is located outdoors, we will be able to perform the reading without requiring special access arrangements. Shut-Off Service Please inform us at least seven days in advance of the date service is to be stopped so we can arrange a final meter reading and update your billing address information. Be Safe! Never attempt to turn your natural gas or electric service on or off yourself. Only UGI s trained professional technicians are authorized to activate or deactivate your service. Your UGI Meter UGI personnel must be able to easily access your meter to perform functions such as meter readings, periodic safety checks, routine maintenance, as well as manage critical tasks in an emergency. To help ensure that your meter functions properly, safely, and dependably, please follow these important tips: If You Have an Outdoor Meter: Keep meter clear of any landscaping that obstructs access or visibility. Shrubs and plants should be trimmed regularly. Do not build decking or fencing that blocks access to the meter. Instruct children not to climb on, or play near, a meter. In the winter, carefully clear ice and snow from the meter, as well as from any appliance exhaust vents. Never use a snow blower or plow around a meter. Shovel the immediate area carefully by hand. If the snowfall is deep, please clear a safe path to the meter. If You Have an Indoor Meter: Keep the area surrounding the meter clear of boxes, furniture, shelves, etc. Do not build walls or add panels that obstruct access to the meter. Never hang on, or lean anything against, a meter. Instruct children not to climb on, or play near, a meter. Estimated Meter Readings UGI personnel are scheduled to read each customer s meter monthly. However, there may be times when it is necessary to estimate this reading. Customers may receive an estimated bill as the result of extreme weather conditions, emergencies or other circumstances that prevent UGI from obtaining a reading. Estimated bills are based on factors such as usage history and the actual temperature during the billing period. If you have any questions about an estimated bill, please call us. 2 3

4 Learn to use your new energy service safely. Natural Gas Safety Learn the Smell of Natural Gas Natural gas is naturally odorless and colorless. To make natural gas detectable, a harmless chemical known as mercaptan is added. Mercaptan has a smell that is similar to that of rotten eggs. If your nose detects this unique odor, you need to act. What to Do if You Smell Gas: Inside a Building: DO leave the building immediately. Take everyone with you (including pets) and leave the exit door open if possible. DO proceed to a safe location where you can no longer smell the odor of gas. DO call UGI s gas emergency line from a safe location. The gas emergency line is available 24 hours a day, 7 days a week. DO call 911 from a safe location outside of the building if you hear or see natural gas blowing. Outside a Building: DO call UGI s gas emergency line from a safe location, 24 hours a day, 7 days a week if you smell or detect natural gas outside or near a gas meter. DO call 911 from a safe location outside of the building if you hear or see natural gas blowing. Call UGI at the phone number on the enclosed How to Contact UGI sheet to get your FREE booklet that includes a scratch and sniff sample of the scent added to odorless natural gas. What NOT to Do if You Smell Gas Inside or Outside a Building: DO NOT re-enter the building to open doors and windows. DO NOT use phones (standard or cellular), computers, appliances, elevators, lamps, garage door openers, or electrical devices inside the building if a smell of gas is present. DO NOT touch electrical outlets, switches or doorbells. DO NOT smoke or use a lighter, match or other open flame. DO NOT position or operate vehicles or powered equipment where leaking gas may be present. DO NOT try to re-light a pilot light. DO NOT us or post on social media if you smell gas or suspect a natural gas leak, PLEASE CALL UGI OR 911. DO NOT re-enter the home or building until it has been thoroughly inspected by our service technician. There is no charge to respond to and investigate a natural gas odor. Carbon Monoxide Safety While natural gas has a scent added to it to help detect leaks, incomplete combustion of any fossil fuel could produce an odorless, tasteless, colorless gas called carbon monoxide (CO). You can protect yourself by knowing the facts: CO can enter living spaces in your home as a result of a malfunctioning appliance or blocked chimney. All fuel-burning equipment should be installed and regularly serviced by an experienced professional. All fuel-burning equipment requires proper venting and air flow for safe operation. Do not install equipment in a confined space. When renovating, have a professional specify space required for fuel-burning equipment. Signs that you may have a CO problem include: water vapor condensing on windows (other than normal bathroom and kitchen moisture), headaches, dizziness, flu-like symptoms, and nausea. A CO detector should be installed on each floor of a home, particularly near every sleeping area. If you are alerted by your CO detector, or if you suspect CO poisoning, move to fresh air and call UGI or 911. Protect your home from carbon monoxide. 4 5

5 Electric Safety Electrical emergencies can happen anywhere, anytime. Follow these tips to increase your safety in any situation. Fallen Wires Assume that wires are energized and don t touch them. Stay away from fallen wires and warn others to keep away. Call UGI immediately. If a wire is touching your vehicle, stay inside. If your car catches fire, it s important that you leave the vehicle immediately. Because metal conducts electricity, don t touch the car s metal and the ground at the same time. Jump clear of the vehicle for proper exit. Indoor Electrical Fires Without touching the appliance, unplug it or turn off the electric supply. Use a Class C rated fire extinguisher, if available. If one is not available, throw baking soda on the fire never use water on an electrical fire. If necessary, call your fire department. Portable Generators Improper use of portable generators can lead to electrical fires or poisonous carbon monoxide gas entering the living space inside your home. Never use a generator indoors, in your garage or basement, or in any enclosed space. Always use proper power cords and follow manufacturer s instructions for safe operation. Do not overload the generator by operating more equipment than the generator s output rating. Be sure your generator is properly grounded. Light Bulbs Be sure to turn off the light switch before you change a bulb. To avoid fire through over-heating, use only bulbs of the appropriate wattage for the fixture. Compact Fluorescent Light Bulbs (CFLs) are now commonplace in many homes, having replaced ineffcient, incandescent light bulbs. Visit the Environmental Protection Agency website for safe ways to dispose of bulbs. Electric Cords Check your cords often for fraying or damage, and replace them if necessary. Use the proper extension cord for the job heavy-duty extension cords with power tools and moisture-resistant extension cords outdoors. Plus, be sure to place all cords safely out of the way so people do not trip over them. With good habits, you ll get the most out of your electric service safely. Outlets If you have children that live in or visit your home, make sure you have installed safety plugs and outlet covers (available at most hardware stores and home project centers). Also, never overload your outlets. Too many cords plugged into one circuit creates an electrical hazard. Tree Planting and Trimming Proper planting and tree-trimming procedures are necessary to help prevent interruption of electrical service. A service interruption can occur when branches contact power lines. Trees must be kept a safe distance from all electrical wires. To ensure your safety and provide reliable service, UGI maintains a coordinated vegetation management program that promotes proper tree selection and planting, as well as tree trimming in the vicinity of power lines. A free brochure entitled Trees for Streets and Lawns is available by calling UGI. Safety & Security Lighting Program for UGI Electric Customers For a nominal monthly charge, UGI electric customers can receive UGI s outdoor lighting service. Adequate outdoor lighting improves visibility, reduces accidents and deters burglars and vandals. Once installed, outdoor lights automatically come on at dusk, and go off at dawn. For more information, call UGI. 6 7

6 Appliance and Water Heater Safety Water Heater Safety Ensuring your family s safety at home is a priority for all of us. Setting your water heater to the proper temperature is one way to ensure your family s safety. Your water heater should be turned down from 150 F to 120 F for safety Temperature Time to Cause and energy effciency purposes. of the Water a Bad Burn The chart to the right shows the impact 150 F (66 C) 2 seconds of improperly set water heaters. 140 F (60 C) 6 seconds 125 F (52 C) 2 minutes Appliance Safety Follow the manufacturer s directions regarding care and operation. Equipment should be installed, repaired, and regularly serviced by an experienced professional. 120 F (49 C) 10 minutes Source: University of Michigan Health System A gas flame should be primarily blue. If it is yellow or orange, turn off the equipment and call for service (gas fireplaces are an exception). Always make sure there is no gas buildup around a pilot or burner before relighting it. Keep the flues of your gas appliances clean and properly vented. If you installed a gas conversion burner in the past year, be alert for soot and buildup from the previous fuel. A buildup could block the flue and chimney base. Teach children to never turn on or light gas appliances. Keep trash and other flammable materials away from natural gas appliances. If you own an old gas appliance, you should have the appliance connectors checked by a qualified plumber, HVAC or appliance repair contractor. Do not attempt to move appliances to check the connectors by yourself. Pipe Safety Safe habits go beyond the walls and foundation of your home. Follow these guidelines to avoid unnecessary damage to natural gas delivery pipes, electric lines, and other utilities facilities as you enjoy your home and property. Aboveground Pipe Safety You should never hang clothing or anything else from aboveground pipes. The added weight of clothing (especially wet clothing being hung to air dry) can weaken or break pipe joints or fittings, resulting in a leak. Underground Pipe Safety Call 811 three days in advance of any digging project it s the law. Whether performing major excavation or minor landscaping, safeguard yourself from hazards related to damaging underground pipelines. It s simple. A FREE call gets all of your public utility lines marked to help protect you from injury and costly property damage. If you plan to dig, or if you see someone else digging in an area near utility lines, call 811. What About Gas Lines Beyond the Meter? Not all underground natural gas piping is owned and managed by UGI. Buried pipes located past the natural gas meter to the home are owned by the property owner. In providing natural gas service, UGI is responsible for maintaining pipes that only run up to and including the meter. All natural gas pipes on the property beyond the meter must be maintained by the property owner. When excavating near buried natural gas pipes, always locate pipes before digging, and mark the area. Then dig by hand in the area near the pipes. In order to ensure the safety and soundness of pipes, periodically inspect them for leaks and corrosion. Should you need assistance in locating, inspecting, or repairing pipes, you may contact your local plumber or heating contractor or call UGI. Digging safely starts with knowing what s under your feet. Be Safe! Turn your hot water down to 120 F (49 C) for safety as well as effciency. 8 9

7 Think Safety Your well-being is important to UGI. Let s work together to ensure that you and your family can enjoy superior service from our team. Ask for Identification UGI meter readers and service representatives wear uniforms with professional company logos and drive clearly-marked vehicles. Most of UGI s services are performed on a scheduled basis. A UGI representative will make an appointment with you prior to visiting your property. The exceptions include monthly meter readings and routine surveys for leak and corrosion control. When a UGI representative arrives, you should ask for proper identification before allowing entry. Every UGI employee is required to carry an identification card and will be happy to present it upon request. The card displays the company logo, the employee s photo, and basic information. If the person s identification or activities are suspicious, do not allow entry. Instead, call UGI to verify that the person is scheduled to perform work in your home, business or neighborhood. EXAMPLE ONLY Be on the lookout to prevent meter tampering and service theft. Be Safe! Every UGI employee is required to carry a photo ID card and will be happy to present it to you upon request. Prevent Illegal Meter and Line Tampering It is dangerous to tamper with meters, electric wires, and natural gas lines. Tampering puts innocent people at risk for injury or property damage and it is against the law. Any person who illegally tampers with our meters, or turns on electric or gas, is stealing from both you and UGI, and that person could be fined or serve prison time. Call us immediately if you know where there is meter tampering or service theft. UGI will keep your report confidential. Your efforts could save innocent people from harm, plus help us keep rates and fees as low as possible for all of our honest customers

8 Your UGI Bill Understanding Your UGI Bill To make managing your account as easy as possible, we ve outlined the important information that you will need when paying your bill, understanding details, and comparing supplier prices. If you have any questions or want more information, visit or contact UGI Customer Number Please have this number ready when you contact us about your account. How to Contact UGI If you have questions regarding your bill or service, use the phone number and mailing address on your UGI bill Next Scheduled Reading This is the scheduled date of your next UGI meter reading. Meter Reading Shows the meter reading for the current billing period and amount of energy used; natural gas is shown in CCFs (1 CCF = 100 cubic feet of gas) and electric in kwh Price Comparison This is your current Price to Compare when shopping for an alternate energy supplier. Messages This section highlights your important messages from UGI regarding programs you may participate in, such as budget billing and the GET Gas program. 6 7 Due Date/Amount Due Reflects the amount currently owed to UGI and the date your payment is due. Go Paperless with ebill Enroll now to view and pay your UGI bills online at When your ebill is ready to view and manage each month, we ll alert you with an message. You can log into your online account anytime 24/7 to view billing details, track up to 24 months of UGI billing history, read our monthly newsletters, and more. It s the most convenient way to manage your UGI account!

9 You have the power of choice for your energy. Service and Reliability is Ensured UGI wants you to know you have the option to choose a third-party energy supplier. Regardless of which supplier you choose, UGI will continue to deliver the energy to your home and maintain our gas and electric distribution systems. You will receive the same level of service and reliability you already enjoy from UGI. UGI cannot recommend suppliers, nor provide information on their pricing. Look at your most recent UGI bill for UGI s current Price to Compare. See the sample UGI bill (page 13). You can also check online at pricetocompare.ugi.com. Shopping Tips Make a list of the questions you have for natural gas and electricity suppliers before you contact them, and be prepared to write the answers down. For a true apples to apples comparison, make sure that the price electric suppliers quote you is in kwh (kilowatt hours of electricity) and the price natural gas suppliers quote you is in CCF (cubic feet of natural gas). Questions you might ask suppliers include: What is your price per kwh of electricity or per CCF of natural gas? Does this price include transmission and state-mandated alternative energy costs? Is this rate constant or can it change? Do I need to sign a contract? What is the length of the agreement? Are there penalties for switching or canceling? Will I get one bill or two? Do I have a choice? Are there restrictions on how much electricity I can use or when I can use it? UGI s Price to Compare includes all applicable taxes. Does the supplier s quoted rates include taxes? Are there any other charges or fees? What other products or services do you offer? Choosing Another Supplier Suppliers might contact you directly by mail or phone. Other sources of information include TV and radio advertising, the internet, or the Pennsylvania Offce of Consumer Advocate (OCA). Review all materials you receive. Make a list of questions you have for suppliers, and get clear answers. For a list of licensed electric generation and natural gas suppliers, visit the sites below: Electric generation suppliers can be obtained by contacting UGI, visiting or the Pennsylvania Public Utility Commission website at Natural gas suppliers can be obtained by contacting UGI, visiting or the Pennsylvania Public Utility Commission website at If you decide that another electric generation or natural gas supplier is right for you: Notify your chosen supplier. The supplier will send you a statement outlining the terms of your agreement. You may cancel your choice within three business days of receiving the statement. A penalty may apply if you do not remain with a supplier for the entire agreement period. Your chosen supplier will notify UGI. You will receive a letter from UGI confirming your choice. Please make sure that it is the correct supplier. IMPORTANT: If you participate in the Customer Assistance Program (CAP) and you wish to choose another supplier, please contact UGI for assistance. How Electricity Gets to You Your electric service includes three distinct parts: Generation Transmission Distribution In Pennsylvania, the generation of electricity is a competitive business. You can shop and compare charges for your generation service. You can also compare other options, such as where and how the electricity is generated

10 Take advantage of your payment options. Get to Know All Your Options and Resources In addition to the one-time payment options provided here, you can find convenient programs, payment plans, and assistance resources on pages If you have any questions or want more information, please contact us. Pay Online To pay your bill online, visit When you sign up for ebill, you can view and pay monthly bills conveniently online at no charge. If you wish to make a one-time payment online using a check or credit card, there is a nominal processing fee. UGI does not receive any portion of this fee. We also offer a mobile-friendly website and mobile app for paying your bill. Pay By Phone Call (877) to pay your bill by phone. There is a nominal fee. UGI does not receive any portion of this fee. Pay By Mail Customers can mail payments to the address found on the enclosed How to Contact UGI sheet. Always include your UGI account number on your check. Payment Agency Locations You may pay your bill at an approved payment agency. Visit our website at or call us for payment agency locations. Walk-in payment centers are independent agents who may collect a fee for their service. UGI does not receive any portion of this fee. Payment Agreements for Past-Due Bills If you have a problem with paying your UGI bills, call UGI immediately. If you re on limited income and need help, UGI has a number of assistance programs. Call (800) UGI-WARM, (800) for more information. We are committed to working with customers who make a sincere effort to pay. Please call us immediately if you ever have a problem or question. We are here to help you. Due Date Extensions for Fixed-Income Customers If you are on a fixed income you may be eligible to participate in UGI s Due Date Extension program. This program allows additional time to deposit monthly checks and have your payment reach UGI in time to avoid late fees. To apply, please call us for a Due Date Extension program application. When you receive it, simply return it with a copy of your Social Security award letter or other documentation of your fixed-income status. This will help us process your application quickly. Third-Party Notification Program With this program, UGI helps you avoid account payment problems by sending a copy of any past-due and shut-off notices to a designated third party any friend, relative, caregiver, or even a preferred social services agency. How the Program Works You provide us with the name, address and phone number of the person or organization you want to be notified when there are any future past-due or shut-off notices issued. When needed, UGI will either mail a copy of the notice or call your designated person. Both you and your selected third party must agree to this notification process, and sign a form confirming the agreement. You may choose anyone in the U.S. as your third party. IMPORTANT: The third party is not responsible for paying any of your bills. We simply give the designated person an opportunity to remind you to pay your bill and keep your account up to date. If you would like to sign up for the Third-Party Notification program, please call us. All utilities in PA participate in the Third-Party Notification program

11 Payment Plans We make budgeting easy with payment plans like Budget Billing and Automatic Deduction. Budget Billing Plan No More Surprises, Know What Your Bill Will Be Each Month. If your electric or gas usage varies widely from month to month or is seasonal, Budget Billing may be a good option for you. Budget Billing allows you to spread your UGI costs evenly throughout the year. Enrollment is free. Here s How Budget Billing Works UGI will estimate your annual usage and spread the amount evenly over the Budget Billing Plan period to calculate your monthly bill amount. Your monthly Budget Billing payment may be adjusted every three months to keep the payment in line with your actual energy usage. UGI compares the amount of energy actually used, with the amount that was estimated, and determines if an adjustment to your monthly payment is necessary. Your monthly bill amount may also be adjusted up or down based on changes in UGI s rates. At the end of the 12th month, if there is a difference between what you ve paid and your actual usage, we ll settle your account. Note: Your account must be paid up to date before you can enroll in the Budget Billing Plan. Continued participation in the plan requires that payments be made on or before the due date each month. It s Easy to Sign Up! There is no charge to take advantage of UGI s Budget Billing plan. You can enroll during any month of the year. To enroll, please have your UGI customer number handy, and visit our website at or call us. Automatic payments make managing your monthly bill as easy as ABC. Works Great with Our Easy as ABC Payment Plan! Once you are set up with your Budget Billing plan, you can add the convenience of automatic payments with our easy as ABC payment plan. See page 19 for complete details. Automatic Deduction ( ABC ) Plan Save Time and Money with Automatic Deduction It s as Easy as ABC With the Automatic Deduction Plan, you can have your UGI bill amount automatically transferred from your checking or savings account each month. Enjoy the Benefits: Enrollment is free. No late charges, your account will be paid on time each month, even when you are on vacation. No obligation, cancel the Automatic Deduction Plan anytime you want by notifying us. Visit or call us today to enroll in the Automatic Deduction Plan

12 Reminder: Customers can designate a third person, or party, to receive notification from UGI of past -due bills or shut -off notices. See Third -Party Notification details on page 17 or call UGI for more information. Operation Share Energy Fund Operation Share is a 501(c)(3) grant program, funded by UGI and voluntary contributions from customers. This program is designed to assist low-income households who are experiencing a short-term payment problem. To learn more, or to make a donation, please visit CARES: Customer Assistance Referral and Evaluation Services Through a network of local social agencies, this program provides personal assistance to those with special needs experiencing a temporary crisis. LIHEAP: Low-Income Home Energy Assistance Program This is a FREE federal program that offers financial assistance to qualified, income-eligible customers, including a possible crisis grant if your household is in immediate danger of being without heat. Customer Assistance Programs UGI understands that managing energy costs can be diffcult. To help customers with special needs or low income, UGI offers a number of assistance programs. If you, or someone you know, needs payment assistance, please visit us at: or call (800) UGI-WARM, (800) , to check eligibility for any of these helpful programs. CAP: Customer Assistance Program CAP offers a monthly payment based on a percentage of your household s gross income, family size, and energy usage. In most cases, this program will help make UGI bills more affordable. When CAP bills are paid on or before the due date, the difference between the amount billed and the actual amount used may be forgiven. LIURP: Low-Income Usage Reduction Program LIURP offers free energy conservation measures to high-usage, low-income households to help make energy bills more affordable. Possible energy-saving measures can include ceiling insulation; floor, duct and hot water pipe insulation; caulking and weather-stripping; heater repairs; and water flow restrictors. You must be a UGI residential customer at the same address for at least 12 months before you can qualify for LIURP. Assistance may be available for those living on fixed incomes. If you, or someone you know, needs payment assistance, please call (800) UGI -WARM, (800)

13 Learn how to manage your energy costs Be Energy Wise The following steps can reduce heating bills by as much as 10 percent per year. 1. Use programmable thermostats set between 65 F and 70 F during the winter, and at 58 F when away from the house for more than a few hours. For every degree saved, you ll cut energy consumption 3 5 percent. 2. Plant trees that lose leaves on the south and west sides of your home to help provide cool summer shade while allowing the warm winter sunshine through. 3. Change or clean furnace filters once a month during the heating season. Always schedule a pre-season check-up and cleaning by a licensed HVAC contractor in the spring and fall. If your furnace is 15+ years old, or your cooling unit is 12+ years old, consider replacing it with an effcient new model. 4. Warm air rises, so use registers to direct warm air flow across the floor. Clear obstructions to let air flow freely throughout each room. Want More Great Tips? Connect with us at facebook.com/ugiutilities Close vents and doors in unused rooms, and close dampers on unused fireplaces to keep air from escaping. Set the water heater temperature at 120 F to reduce water heating bills as well as ensure appropriate safe temperatures for your family. Traditional showerheads use twice the water needed for a thorough shower. Install a low-flow style to conserve water and reduce energy use. Repair leaks and drips at all 11. If you re leaving a room for three energy-saving control (if available). faucets. A small leak can waste 300+ gallons per month. 8. Place a sheet of aluminum foil between the radiator and the wall to reflect heat back into the room. 9. Run washing machine and clothes dryer with full loads. 10. On sunny days, open draperies and blinds to let in the sun s warmth. Close them at night to insulate against cold air outside minutes or more, turn off the lights. Also, choose light-colored walls to reflect natural light allowing you to use less artificial light. Turn off lights in rooms with suffcient natural lighting. 12. Seal all cracks and openings around the home to reduce energy loss. Caulk and weather-strip around windows and door frames to reduce energy loss through small cracks and openings. 13. In summer, change your ceiling fans to use a counter-clockwise direction (downward) to cool. In winter, switch to lower speed in a clockwise direction (upward) to force warm ceiling air gently into the living area. 14. Proper attic insulation is critical to your home s energy effciency in both summer and winter. Make sure you have adequate levels of insulation. 15. Run your dishwasher with a full load only, and take advantage of the Open the dishwasher after the rinse cycle and let dishes air dry. A microwave oven uses up to 80 percent less electricity than a regular oven. With rangetops, use pots and pans to fit burner size desired. Use lids to keep heat in. With ovens, no peeking! Use the lighted window instead of opening the door. Check refrigerator settings for optimal settings. Use 36 F-38 F for refrigerators and 0 F-5 F for freezers. Keep compartments full, but do not block the circulation fan. 16. Seal gaps at electrical outlets with inexpensive foam outlet gaskets to control air leaks. 17. For outdoor lighting, use photocell units, motion sensors and timers to reduce the amount of time your lights are in use. 18. Cover and seal holes and gaps around plumbing, pipes and ductwork

14 You ll save with these appliance care tips. Appliance Maintenance Tips The appliances that you use every day can help create a more energy-effcient household. Follow these maintenance tips to help keep your appliances running effciently saving you energy and money! Heating Equipment Change or clean your furnace filter at least once a month during the heating season. Have your furnace or boiler checked by a qualified technician once a year. To limit the amount of energy lost to friction, and to extend equipment life, lubricate pump and blower bearings regularly following manufacturer recommendations. Water Heater For new water heaters, drain a few buckets of water from the drain valve near the bottom of the unit each month. This will help prevent mineral deposits and sediment from building up inside the water heater. Keep the burner area free of dust and dirt. Store combustibles or flammables away from the water heater. For gas water heaters, check the flame twice a year to be sure it is solid blue not yellow or orange. Insulate your hot water supply pipes to reduce heat loss. Hardware stores sell pipe insulation kits. Repair any leaky faucets promptly. Air Conditioner Check and clean or replace air filters every month. Clean the outside condenser coil once a year. Have your cooling equipment checked by a qualified technician each year. Attics must be ventilated to relieve heat buildup caused by the sun. If necessary, improve attic airflow by adding or enlarging vents. Refrigerator/Freezer Fill your refrigerator to capacity, but don t overcrowd to the point where doors cannot be closed or air cannot circulate. Vacuum the condenser coils (underneath or behind the unit) approximately every three months. Check the condition of door gaskets by placing a dollar bill against the frame and closing the door. If the bill can be pulled out with a very gentle tug, the door should be adjusted or the gasket replaced. Range Keep the areas around your surface burners and pilot lights free of dirt and food particles. Wipe burner caps after each use to remove spill-over deposits. Keep reflector pans beneath stovetop heating elements bright and clean. Use the self-cleaning cycle only for major cleaning jobs. Start the cycle right after cooking while the oven is still hot, or wait until late in the evening when electric usage is low. Clothes Dryer Clean the lint screen after each load. Periodically clean the lint from the exhaust duct work, vent and hinged hood cover (located on the outside of the house). Do not dry materials stained with cleaning solvents, wax, paint, foam rubber or rubber-coated articles, or glass-fiber materials

15 Save on your electric bill with these programs. Use energy-effcient lighting, such as CFL or LED, for savings. Electric Customer Rebates UGI offers many programs and rebates to help electric customers save. Learn more about our programs today, and see if you re eligible for discounts, rebates and more. Appliance Recycling Program Recycle that old, energy-wasting refrigerator or freezer. To be eligible, the appliance to be recycled must be plugged in and functioning when picked up, and be at least 10 cubic feet in size. As long as it s eligible, we ll come pick it up for FREE and you will receive a rebate! Residential Appliance Rebate Program Reduce your energy costs with higheffciency appliances. Purchase and install eligible, high-effciency equipment and you ll get great savings with generous rebates and lower energy bills. The savings you create can really make a difference! Energy Effcient Lighting Get rid of those old, ineffcient incandescent light bulbs and save energy and money by switching to more effcient CFL or LED bulbs. UGI offers significant discounts on specially marked high effciency bulbs at participating retailers. For a complete list of retailers near you, please visit In addition, if you are a UGI CAP (Customer Assistance Program) customer, UGI will mail you a package of energy effcient bulbs to you FREE of charge. See CAP details on page 20 or call (800) UGI-WARM, (800) for more information. Fuel Switching Program Solar thermal water heaters and natural gas appliances have an annual operating cost advantage over their electric counterparts. So switching means saving. And you save even more with generous rebates when purchasing and installing new, energy-effcient equipment. Visit to learn more. If you are not a UGI Electric customer, check with your provider, as other electric 26 utility companies may offer similar rebate programs. 27

16 Be aware of your rights and responsibilities. Together, we have the energy to do more. An Important Message for UGI Customers: The Pennsylvania Public Utility Commission (PUC) has updated its Standards and Billing Practices for Residential Service. Your Rights and Responsibilities as a Utility Consumer is a booklet prepared by the PUC to explain the rules regarding a utility s billing, credit, dispute handling and shut-off practices. This useful booklet also includes information about various payment options for your utility bill, understanding the components of your utility bill, policies regarding security deposits, steps and rules about utility shut-offs, and how to shop for electricity or natural gas service. To review or print a copy of the Rights and Responsibilities booklet, you can go to UGI s website at UGI Utilities, Inc. will continue to provide you with safe and reliable utility service, clear and concise bills, and fair policies. You, the consumer, should know your rights and fulfill your responsibilities to maintain your service. As a residential utility customer, you have the RIGHT to: safe and reliable service. a clear, concise and accurate bill. fair credit and deposit policies. know how your bill is calculated and how to tell if it is too high. question or disagree with your utility company. personal privacy. UGI has the responsibility of safeguarding your personal information against unauthorized use. As a residential utility customer, you also have the RESPONSIBILITY to: pay your bill on time. provide UGI with access to its meter. give UGI at least 7 days notice before you move or wish to discontinue service. If you fail to notify UGI, you remain responsible to pay the bills. Special Protections You may qualify for special protections if you: are a victim of domestic violence and have a Protection From Abuse Order. live in a low-income household. are seriously ill or a member of your household is seriously ill. You will be required to provide proof to your provider

17 Welcome home. Join the conversation. facebook.com/ugiutilities instagram.com/ugiutilities twitter.com/ugi_utilities twitter.com/ugireads youtube.com/ugiutilities BLOG Discover everything UGI does for homes and businesses at 30 UGIU-0M-03/2015

18 How to Contact UGI As your energy provider, UGI makes it easy for you to connect with us. You ll find helpful information on our website, plus you can call our phone numbers to find the answers you need, or to manage your UGI account. Phone Self-Service Options Self-Service Options and Transactions can be completed by calling (800) Options include: Obtain account balance and recent payment information Obtain your next meter reading date Contact UGI Request a one-time payment extension Use these numbers to get answers to your energy service questions or to manage your UGI account. Billing and Account Inquiries: (800) Managing accounts is as easy as picking up your phone. Sign up for Budget Billing Obtain information about: Automatic bill payments Low-Income Energy Assistance Website Self-Service Options UGI offers a variety of convenient ways to pay your bill. UGI EMERGENCY CONTACT: If you ever smell gas, have a gas -related emergency, or have a power outage, call UGI at the number below. Do NOT use our social media channels to report any gas or power emergency. To report a gas leak, gas odor, or power outage, call (800) (available 24 hours). Para reportar una fuga de gas, un olor a gas, o una interrupción en el suministro eléctrico, llame al (800) (disponible las 24 horas). Make a Payment: (877) (See guide for more payment options) Energy Assistance Programs: (800) Credit and Collections: (800) For Hearing Impaired: (800) You can also find answers by visiting our website at Pay Your UGI Bill By Mail UGI Penn Natural Gas P.O. Box Wilmington, DE See other side for self-service options. Go online for even more options! UGI EMERGENCY CONTACT: If you ever smell gas, have a gas -related emergency, or have a power outage, call UGI at the number below. Do NOT use our social media channels to report any gas or power emergency. To report a gas leak, gas odor, or power outage, call (800) (available 24 hours). Para reportar una fuga de gas, un olor a gas, o una interrupción en el suministro eléctrico, llame al (800) (disponible las 24 horas). Visit to complete the following services and transactions online: View account summary Pay your bill Obtain a list of authorized payment agency locations Purchase gift credits Manage your account Find a contractor Get bill payment assistance Donate to Operation Share Start, stop or move service Sign up for Budget Billing In addition, you can contact us if you have questions or need information about: Your natural gas bill Credit department inquiries or overdue bills Obtain information about Customer Assistance Programs Your UGI account See other side for more information. PNG PNG