10/09 - 10K

OwnersManual

Customer Guide toServices and Programs

Lomond Business Center10323 Lomond DriveManassas, VA 20109

703-335-0500 or 1-888-335-0500www.novec.com

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Customer Service CenterMonday-Friday7 a.m.-7 p.m.703-335-05001-888-335-0500

customerservice@novec.com

Report Outages24 hours, 7 days a week

703-335-05001-888-335-0500

Web Sitewww.novec.com

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Office Locations

Contact NOVEC

Lomond Business Center*^10323 Lomond Drive

Mailing AddressP.O. Box 2710

Manassas, VA 20108

Balls Ford Corporate Center10432 Balls Ford RoadManassas, VA 20109

Gainesville Technical Center^5399 Wellington Branch Drive

Gainesville, VA 20155

Leesburg Office^349 East Market StreetLeesburg, VA 20176

Minnieville Office*^14500 Minnieville RoadWoodbridge, VA 22193

Stafford Office^2430 Poplar Road

Fredericksburg, VA 22406*These offices accept in-person bill payments,

Monday-Friday, 8:15 a.m.-5:00 p.m.^These offices have payment drop boxes.

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Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

NOVEC InformationNOVEC Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3Board of Directors . . . . . . . . . . . . . . . . . . . . . . . . . . . .3Annual Meeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

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Service InformationEmployee Identification . . . . . . . . . . . . . . . . . . . . . . . . .5Obtaining Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5Schedule of Fees . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5Security Deposit . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6Transferring or Terminating Service . . . . . . . . . . . . . . . . .6Underground Electric Service. . . . . . . . . . . . . . . . . . . . . .6Temporary Electric Service . . . . . . . . . . . . . . . . . . . . . . .7Service Requirements for New Construction . . . . . . . . . . .7

NOVEC Energy BillBilling Information . . . . . . . . . . . . . . . . . . . . . . . . . . . .7Billing and Payment Options . . . . . . . . . . . . . . . . . . . . .8

• e-Billing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8• e-CHECK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8• Speedpay . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8• Levelized Billing . . . . . . . . . . . . . . . . . . . . . . . . .9• Drop Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9• In Person . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9• Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Service Territory Map . . . . . . . . . . . . . . . . . . . . .10Collection Procedures . . . . . . . . . . . . . . . . . . . . . . . . .12

• Late Payment . . . . . . . . . . . . . . . . . . . . . . . . . . .12• Returned Check . . . . . . . . . . . . . . . . . . . . . . . . . .12

Energy Theft . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Problem ResolutionProblem Resolution Procedure . . . . . . . . . . . . . . . . . . . .13

Services and ProgramsSecurity Lighting . . . . . . . . . . . . . . . . . . . . . . . . . . . .13Metering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14Residential and Business Energy Evaluations . . . . . . . . . .14Electric Safety Education . . . . . . . . . . . . . . . . . . . . . . .14Load Management Program . . . . . . . . . . . . . . . . . . . . .14Operation Round Up . . . . . . . . . . . . . . . . . . . . . . . . . .15Cooperative Living Magazine . . . . . . . . . . . . . . . . . . . . .15What’s Current Newsletter . . . . . . . . . . . . . . . . . . . . . . .15NOVEC Affiliates . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Outage InformationReporting a Power Outage . . . . . . . . . . . . . . . . . . . . . .16Service Restoration . . . . . . . . . . . . . . . . . . . . . . . . . . .16During a Power Outage . . . . . . . . . . . . . . . . . . . . . . . .17

Safety InformationWater Heater Temperature Setting . . . . . . . . . . . . . . . . .17Overhead Power Lines . . . . . . . . . . . . . . . . . . . . . . . . .17Underground Power Lines . . . . . . . . . . . . . . . . . . . . . .18

Right-of-Way InformationRight-of-Way Maintenance . . . . . . . . . . . . . . . . . . . . . .18Landscaping Around Electrical Equipment . . . . . . . . . . . .18

Statement of Non-discrimination . . . . . . . . . . .19

Information Request Reply Card . . . . .BACK COVER

Table of Contents

NOVEC’s “Terms and Conditions for Electric Service” are avail-able upon request by calling the Customer Service Center at

703-335-0500 or 1-888-335-0500 or visit www.novec.com

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I would like to take this opportunity to welcome you toNorthern Virginia Electric Cooperative. As part of thecooperative way of doing business, you are more than justa customer; you are also an owner. You elect a board ofdirectors that makes policy for the company and youshare directly in the success of the Cooperative throughthe distribution of CashBack.

Electric cooperatives like NOVEC began in themid-1930s when many rural areas were being “left in thedark.” Because they were considered “not-profitable,”investor-owned utilities would not build power lines to

serve sparsely populatedrural communities.Residents in ruralcommunities joinedtogether to create localelectric cooperatives withthe help of the RuralElectrificationAdministration, and

brought electricity to small towns and farmlandsthroughout the United States.

NOVEC plays an active community role, respondingto needs that arise. Our employees are dedicated tomaking our communities better places to live and work.As a responsible corporate citizen we lend our time,resources and financial assistance to causes that make adifference in our communities.

We hope this Owner’s Manual answers many of yourquestions about NOVEC services and programs.

Of course, you are always welcome to contactNOVEC if you have additional questions.

We look forward to serving you!

Sincerely,

Welcome

“...you are morethan just a customerwho purchasesenergy from NOVEC,you are also an owner.”

Stan C. FeuerbergPresident/CEO

NOVEC is a privately held, not-for-profit electricdistribution system providing reliable energy and serviceto more than 140,000 homes and businesses located inClarke, Fairfax, Fauquier, Loudoun, Prince William andStafford counties, as well as the City of Manassas Park.The Cooperative’s membership is diverse, with a mixtureof residential, small business, large commercial, industrialand government customers.

As an electric distribution cooperative, NOVEC doesnot generate its own electric power. We buy electricitywholesale and distribute it to customers over our networkof about 6,600 miles of power lines.

Incorporated on January 1, 1983, from a merger of twoneighboring electric cooperatives, Prince William andTri-County, NOVEC is today one of the largest electriccooperatives in the United States.

NOVEC StatisticsTotal services: 142,000Full-time employees: 300Miles of power line: 6,628Average system reliability: 99.99%

The Board of DirectorsThe customers of NOVEC elect a board of directors

with nine representatives, serving each of NOVEC’s eightdefined geographical districts plus an at-large member.The board in turn hires a president/CEO who manages thedaily operations of the company. Three or four directorsare elected each year (according to the bylaws) to servefour-year terms by a plurality vote of the members.Nominations may be made by a petition signed by 15 ormore members and submitted at least 70 days prior to theannual meeting date.Current members of the board of directorsand general area represented (see map on pages 10-11):

Wade House - ChairmanDistrict 5: Haymarket/Bull Run Mountain/Nokesville

Manley Garber - Vice ChairmanDistrict 7: Dale City/Montclair/Woodbridge

Michael Ragan - SecretaryDistrict 6: Lake Jackson/Buckhall/Bristow/Manassas Park-east of Route 28.Walter Grove - TreasurerDistrict 8: Fauquier/Stafford counties

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William ZilliottAt-Large Director

Harry HarrisDistrict 2: Loudoun County - except South Riding

James ChesleyDistrict 3: Fairfax County - south of Route 66

AnnWheelerDistrict 4: Manassas/Gainesville/Manassas Park-west of Route 28

Cynthia GilbrideDistrict 9: Fairfax County - north of Route 66;Loudoun County - South Riding

Annual MeetingA meeting of the customer-owners is held annually in

September or October. The purpose of this meeting is toprovide information about the operation and financialcondition of the Cooperative and to elect directors.Customers also have the opportunity to have questionsanswered by the board of directors and staff.

Like any business, NOVEC earns margins (i.e. profits).However, that is where the similarity with other businessmodels ends. While margins for other companies go tostockholders who may or may not be customers,NOVEC’s margins are allocated to Cooperativecustomers. These margin allocations are returned tocustomers as (formerly known as CapitalCredits). The amount allocated to each member’s

account is calculated in direct proportion toindividual annual energy use and patronage received.

Each year, the board of directors reviews theCooperative’s financial condition. If it meets therequirements established by NOVEC’s bankers and theInternal Revenue Service for a not-for-profit organization,a percentage of each customer’s balancemay then be returned. When a return is made, currentcustomers receive a credit on their bill. Former customerswho are no longer in our service territory are mailed acheck.* is unique to the cooperative businessmodel and is an added value for our customers.* checks are not issued to former customers inamounts of less than $5.

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Employee IdentificationAll NOVEC personnel are required to carry an

identification badge at all times. The majority of ourcontractors do not carry a NOVEC-issued badge. If aNOVEC representative or contractor calls on you, pleaseask for proper identification. You can also call703-335-0500 or 1-888-335-0500 to verify their identity.There are very few cases where an employee or contractorwill request entry into your home and you should alwaysverify their identity prior to granting entry. This willprotect you from those misrepresenting the company.

Obtaining ServiceAny person, firm, association, corporation or public

body desiring service from NOVEC must sign anapplication for membership and pay all appropriate fees.The application commits the applicant to receive deliveryservice from NOVEC and allows the applicant to purchasefrom NOVEC electric energy used on the affectedpremises; to be bound by NOVEC’s certificate of incorpo-ration, bylaws, all rules, regulations, rate schedules; and topay the applicable minimum monthly bill for NOVECservices.

Schedule of FeesMembership $10Service connection $20Collection $20Reconnect after non-payment (normal hours) $25Reconnect after non-payment (after hours) $40Returned check charge $15Special meter test:Single-phase $10Poly-phase $20

Residential security deposit:Established credit -$0-No credit history est. two months usePoor credit history est. two months use

Commercial security deposit:Established credit -$0-No credit history est. two months usePoor credit history est. two months use

Interest on deposit determined by the SCCLate payment fee (after one full billing period) 1.5% per monthUnderground service per NOVEC plan

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Security DepositResidential Service

NOVEC may require the applicant or customer todeposit with it, as a guarantee of payment for electricityused, an amount not to exceed an estimated two monthsuse. Security deposits may be billed in three equalinstallments. Service may be disconnected in the event arequired security deposit is not paid.

The Cooperative pays interest as determined by theState Corporation Commission annually on each securitydeposit retained longer than 90 days. NOVEC does notretain security deposits beyond a one-year period,provided the customer has established satisfactory credit.

Customers with security deposits who terminate servicewith NOVEC are credited with the deposit and accruedinterest.

Upon request, NOVEC will provide customers with acredit reference for a period of time not to exceed 12months after service has been discontinued.Commercial Service

New commercial customers who have not had previousservice with NOVEC may be required to pay an initialdeposit as a guarantee of payment for NOVEC charges.

The deposit will be in an amount not to exceed anestimated two months use. NOVEC commercialcustomers are given the option to pay the establisheddeposit by cash or check or to provide an irrevocable letterof credit from an appropriate financial institution.

Transferring or Terminating ServiceWhenever a change of occupancy or of legal

responsibility takes place on any service, notice of thechange must be given to NOVEC within a reasonable timeprior to the date of the change. Failure to do so may resultin the departing customer being held responsible for allservice supplied until the notice has been received.Keeping NOVEC informed of address changes is alsonecessary to ensure CashBack checks are mailed to theappropriate address.

Underground Electric ServiceUnderground electric service is available for

residential, commercial and industrial accounts. However,the customer must pay a portion of the increased cost toprovide this service.

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Temporary Electric ServiceProvisions can be made to provide temporary electric

service for customers when necessary.

Service Requirements forNew Construction

Customers building a new structure are required to signan application for membership and pay all appropriate feesjust as if the electric facilities already existed. A properlyrecorded easement giving NOVEC the right to constructthe necessary facilities is required. An inspection ofelectrical wiring by the local governing body is alsorequired before NOVEC will connect electric service.Residential

Customers or builders with new residential constructionprojects requiring electrical service should contact theDistribution Engineering Department at 703-754-6750 or1-888-335-0500, extension 6750. A detailed packet ofinformation describing the steps necessary to obtainservice, from the planning stage through completion andmeter installation, will be provided.Commercial and Industrial

Large commercial and industrial customers shouldcontact the Business Development and Energy ServicesDepartment during the project design phase to discuss rateoptions and contract requirements. A distribution electricservice agreement may be required due to facility load ortype of redundancy service required.

Billing InformationBills are mailed in cycles based on geographic areas.

The billing statement is designed to be self-explanatory.However, if you need assistance or require an explanation,contact the Customer Service Center.

To protect the privacy of our customers, NOVEC doesnot discuss account information with anyone other thanthe name(s) listed on the account. If for any reasonanother name needs to be added to the account, only theaccount holder may authorize it.

NOVEC continually looks at providing new paymentoptions. Be sure to check NOVEC’s Web site atwww.novec.com for updates on payment options.

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Billing and Payment Optionse-Billing

e-Billing offers customers the opportunity to receive,view and pay their bills online. You will be notified via e-mail when your monthly bill is available for onlineviewing and payment. Once registered for e-Billing, youwill receive three more paper bills in the mail. After thethird subsequent e-Bill, paper bills will no longer bemailed. You should print your e-Bill for your records.To register for e-Billing:Visit www.novec.com and click on Pay Your Bill.• You may pay your bill through NOVEC’s Web site withno additional fees or use a bill payment consolidator site,such as banks, brokerages and credit unions. Consolidatorsmay charge a fee for this service.Advantages of e-Billing:• Ability to schedule payments.• Bill may be viewed and paid online.• Around-the-clock availability.e-CHECK

e-CHECK is NOVEC’s automated bill paymentprogram. Each month, we will electronically notify yourbank of the amount due on your bill. This amount will beautomatically deducted from your bank account. Onceenrolled, you will receive a monthly statement fromNOVEC detailing your account activity and the amountdue. The payment date is the approximate date your bankaccount will be debited for the amount due. The statementis yours to keep for your records.To sign up for e-CHECK• Call NOVEC to request an enrollment form or print itonline at www.novec.com by clicking on Pay Your Bill.• Complete and sign the form and attach a voided check(for checking account) or deposit slip (for savingsaccount).• Make sure your NOVEC account number, your bankaccount number and the bank’s name are correct.• Mail the documents to NOVEC or deliver them to theManassas or Minnieville office.• The first payment from your bank account will occurapproximately six to eight weeks after NOVEC receivesyour authorization.Advantages of e-CHECK:• Save time and money.• Eliminate the hassle of writing checks.Speedpay

Pay your bill quickly and securely from any phone or

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computer with Internet access, using the Speedpay billpayment service. Each Speedpay transaction is limited to$500.

With Speedpay, you can pay by ATM card*, credit card(MasterCard, Visa or Discover), debit card, check-by-phone or electronic check. ATM transactions do notrequire a PIN.

Speedpay charges a convenience fee of $2.45, whichwill be reflected on your credit card or bank statement.To use Speedpay:• Dial 1-866-215-2703 or• Visit www.novec.com and click on Pay Your Bill.Advantages of Speedpay:• Unlimited bill payment access, 24 hours/seven days aweek.• No phone delays or waiting time.• Accepts credit cards, ATM cards, debit cards andelectronic check (ACH) payments.• Accessible through www.novec.com.• Conduct transactions in English or Spanish.• If you have questions about your bill, Speedpay calls canimmediately be transferred to NOVEC’s Customer ServiceCenter during the hours of 7:00 a.m. to 7:00 p.m., Monday- Friday.Levelized Billing

Levelized billing prevents drastic changes in yourmonthly bills even in the coldest or hottest months of theyear. Based on a rolling 12-month average, a levelized billis the average of the previous 11 months electricity billingand the current month’s billing for the service address.To sign up for Levelized Billing:• Call NOVEC’s Customer Service Center.Drop Box**

Drop your payment in one of the bill payment depositboxes located at most NOVEC offices. Please allow twobusiness days for posting of drop box payments.In Person**

Visit NOVEC’s Manassas or Minnieville officesMonday through Friday from 8:15 a.m. to 5:00 p.m.Mail**Use the envelope supplied with your billing statement tomail in a payment.

*ATM cards with the STAR, NYCE, Pulse and Yankee 20 logos are

currently accepted. Additional ATM networks may be added in the future.**Please include payment stub.

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Collection ProceduresLate Payment

When payment is not made within one full billingperiod from the date of the bill, the account will beclassified as past due. A late payment charge of 1.5percent per month, translating to 18 percent a year, will beadded to all amounts billed excluding local utility taxes.Each customer’s statement shows the date the bill ismailed and the date by which payment must be made toavoid the late payment charge.

Customers with past due balances will be notified inwriting on the next billing statement that the account mustbe paid within 10 days. This is the only notification thatwill be issued. If payment is not made within the10-day period, NOVEC personnel will make a collectionvisit. A $20 collection fee will then be added to theamount due. If payment is not made at the time of thevisit, service may be disconnected without further notice.

Upon payment of all amounts due to NOVEC, servicemay be reconnected during normal business hours.

A reconnect fee for any service that has been discon-nected due to non-payment will be charged, in addition tothe collection fee. If service is reconnected at the requestof the customer after normal business hours (8:15 a.m.-5:00 p.m.), an additional reconnect fee for evening hours,the collection fee and the past due balance must be paid.Returned Check

When a check is returned to NOVEC due toinsufficient funds, the customer will be charged a $15 fee.NOVEC does not honor any post-dated checks. All checksare processed on the day of receipt. Customers who havemore than two checks returned from a bank on theiraccount within a 12-month period will be required withoutexception to make their monthly payment in cash, bymoney order or credit card for a period of one year.

Energy TheftNOVEC may refuse to connect, reconnect or

disconnect service to a customer for any violation of itsrules and regulations, provisions of the Schedule of Ratesand Charges, or of the customer’s application form.NOVEC may discontinue service to a customer for thetheft of electric current or the appearance of current theftdevices on the premises of a customer’s property.Disconnection for energy theft does not release a customerfrom obligation to NOVEC for the payment of minimumbills as specified in the membership application.

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Problem Resolution ProcedureAn inquiry and problem resolution procedure has been

established by NOVEC to handle various situations.Cooperative employees involved in the procedure areavailable during normal working hours from 8:15 a.m. to5:00 p.m., Monday through Friday. In addition, manyquestions may be answered by calling NOVEC’s CustomerService Center, Monday through Friday from 7:00 a.m. to7:00 p.m.

NOVEC is regulated by the State CorporationCommission. The SCC approves rates, fees and all termsand conditions of service of the Cooperative. You maycontact the SCC in the following ways:

Mail: VA SCC, P.O. Box 1197, Richmond, VA 23218Phone: 1-800-552-7945, 804-371-9967Fax: 804-371-9350Web: www.state.va.us/scc

For more information on these servicesand programs, visit our Web site at

www.novec.com or call ourCustomer Service Center at 703-335-0500

or toll-free at 1-888-335-0500.NOVEC’s Customer Service Center is staffed

7 a.m.-7 p.m., Monday-Friday.

Security LightingNOVEC offers a lighting program for customers who

need extra light to brighten a path or provide addedsecurity. The lights are installed and maintained byNOVEC on existing utility poles or on a new pole.Utilizing a photocell, the lights operate from dusk todaybreak. A separate agreement must be signed by acustomer requesting security lighting.

All new security lights installed by NOVEC are “darksky friendly.” This means that the new security lights willhelp cut glare and reduce sky glow.

Unless a specific request is received from the localgovernmental body to use decorative old-style lights,NOVEC will install only security lights designed to be“dark sky friendly.” Customers can also pay a fee to havetheir existing security lights replaced or retrofitted to be“dark sky friendly.”

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MeteringNOVEC’s electric meters are tested periodically as part

of the Cooperative’s system maintenance program.Customers may also request meter tests. A nominal fee willbe assessed whenever a meter is retested within two yearsof installation or previous test and found to be accurate.

Residential and Business EnergyEvaluations

Residential and business energy evaluations play a keyrole in promoting efficient use of electricity. Cooperativestaff provide assistance to customers, advising them aboutpotential savings that could be realized through a variety ofhome and business energy management improvements.

Customers can learn about the value of energymanagement measures by contacting the Cooperative andasking to speak to an energy management professional.

Electric Safety EducationNOVEC staff conduct electric safety programs for

schools, clubs and organizations within NOVEC’s serviceterritory.

Load Management ProgramHolding the line on electric rates is a major concern of

the NOVEC board of directors and staff. Participants inour load management program help to hold that line byreducing peak electrical use and thereby loweringwholesale power costs.

Load management switches may be installed on electricwater heaters and/or central air conditioning systems(including heat pumps). Installation is done at no cost andat the customer’s convenience. During NOVEC’s “rushhours” of peak demand for electricity, the switch typicallyturns your water heater off for two hours or less and/oryour central air conditioner off for 7.5 minutes out of everyhalf-hour. The peak demand periods usually occur only afew days each month and last for just a few hours.

Water Heater Repair: Customers with a loadmanagement switch installed on their electric water heaterqualify for our free water heater repair program. NOVECwill provide same-day response to complaints about no hotwater and will replace elements, fuses, thermostats andreset buttons at no cost for as long as the switch isinstalled. Note: The replacement of a leaking water heateris not covered since this is a plumbing problem.

Installation of a load management switch on yourappliances will not void manufacturers’ warranties. If you

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find the program to be incompatible with your lifestyle,NOVEC will remove the load management switch at yourrequest.

Operation Round UpParticipants in NOVEC’s Operation Round Up

program agree to have their monthly bill “rounded up” tothe next higher dollar. For example, if a monthly bill is$83.47, it would be rounded up to $84.00. ORU funds aredistributed to charitable organizations for heatingassistance. These organizations distribute the monies tocustomers who meet required qualifications in NOVEC’sservice area.

A voluntary customer advisory board with represen-tatives from each of NOVEC’s districts governs theprogram and determines the amount of distribution basedon the dollars collected.

Every dollar contributed to Operation Round Up goesdirectly to charitable organizations, with all administrativecosts absorbed by the Cooperative.

Cooperative Living MagazineTen times a year customers receive Cooperative Living,

a magazine published by the Virginia, Maryland andDelaware Association of Electric Cooperatives, of whichNOVEC is a member. It contains articles on energy,updates on state and national legislation affecting electriccooperatives, and other items of generalinterest. The SCC recognizes CooperativeLiving as NOVEC’s official communi-cation tool for all legal notices that arerequired when making changes in electricrates or terms and conditions of electricservice or sending meeting notices. Lookfor the “Keeping Current” section whichfeatures news specifically for NOVEC customers.

What’s Current NewsletterEach month with your billing statement you receive the

What’s Current publication. This newsletter providesinformation about NOVEC programs and services, as wellas energy-saving tips and other related items.

NOVEC AffiliatesAs a customer-owner of NOVEC, your business

interests include the affiliates owned and operated byNOVEC.

Products available through NOVEC Solutions includeenergy-efficient water heaters, surge protection plans andstandby generators. Engineering and construction servicesas well as optical data networking services are available forcommercial customers. To learn more about the productsand services currently available from NOVEC Solutions,visit www.novec.com or contact Business Developmentand Energy Services.

NOVEC Energy Solutions offers competitive naturalgas supply to homes and businesses in Virginia, Marylandand Washington, D.C. For more information and currentpricing, visit www.novecenergysolutions.com.

NOVEC’s service reliability is the best in the region,with a 99.99 percent reliability rate. However, eventsbeyond the control of the Cooperative such as automobileaccidents, unforeseen equipment failures, lightning storms,freezing rain, snow or other occurrences of nature make itimpossible to guarantee uninterrupted service.

Reporting a Power Outage�Whenever you lose power, first check your fuses or

the breaker panel in your home to determine if it is anisolated problem before notifying NOVEC.

�To report the outage, call NOVEC’s interactive voiceresponse system (IVR) at 703-335-0500 ortoll-free 1-888-335-0500, 24 hours a day, 7 days a week.

�You will be greeted by an automated menu that willwalk you through reporting your problem.

�You will be asked to enter the telephone number atthe location of the outage.

�During a widespread outage, NOVEC’s telephonelines may be overloaded and you may get a busy signal.Please try again and remember, your neighbors will also becalling to report the problem.

Service RestorationWhen power outages occur, our goal is to restore service

as safely and as quickly as conditions permit. We usemodern technology to analyze outage reports, identify

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probable causes and establish an efficient restoration plan.Our personnel respond to outage reports on a 24/7 basisand have consistently outperformed other area electricutilities in keeping the lights on for customers.

“Medical Alert” customers will be provided with thebest information available so they can decide whether tomove to a location where necessary care can be provided.

During a Power OutageNOVEC’s goal is to restore power safely and as

quickly as conditions permit. In most instances this can beaccomplished with relative ease, but there are times whenrestoring your power may take longer. Below are somethings you can do if an extended outage occurs.

�Keep the refrigerator and freezer doors closed asmuch as possible. The refrigerator will keep food safelycold for about four hours if it’s unopened. A full freezerwill hold its temperature for approximately 48 hours (24hours if it is half full) if the door remains closed. Keep apicnic cooler handy to store milk, fruit and otherfrequently used perishables.

�Stock your pantry with foods requiring little or nocooking, such as canned fruit, tuna, dried milk and cannedpasta meals for use during outages.

�Have flashlights, portable battery-operated radios, afresh supply of batteries, candles and matches on hand.The radio can bring you weather reports and informationfrom NOVEC on restoration efforts. It is also advisable tohave at least one telephone in your home that does notrequire electricity.

�For more information and to view our real-timeoutage map, visit www.novec.com.

Water Heater Temperature SettingNOVEC recommends water heater thermostats be set

between 110 and 120 degrees to prevent accidentalscalding. Many water heaters are factory set at 140degrees or higher. Before making this adjustment, be sureto disconnect the water heater by removing the appropriatefuse or by tripping the correct circuit breaker.

Overhead Power LinesTreat every power line as if it is “live” (energized) and

dangerous. Report broken poles, trees on power lines ordowned electric lines to NOVEC or the police

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immediately. Take necessary precautions to keep othersaway from the area until qualified personnel arrive on thescene.

If a power line falls on a vehicle, stay away and avoidmaking contact. Report the incident to the Cooperative orto the police immediately. If someone is inside the car,have the person stay there.

Underground Power LinesIf you plan to dig or excavate in an area where there

may be underground utilities, you are required by law tocall Miss Utility at 811 at least 48 hours before you dig. Arepresentative will mark the location of electric lines onyour property so you can avoid them when digging. MissUtility markings only indicate where not to dig. Pleasesee the right-of-way information below for guidelineson permitted plantings.

Right-of-Way MaintenanceNOVEC has a systematic right-of-way maintenance

program designed to reduce outages and ensure publicsafety. NOVEC tree trimming contractors patrol alloverhead utility lines every three years to trim trees backat least 10 feet from lines and remove danger trees. Thesecrews employ natural and lateral tree trimming techniquesto improve clearance conditions and best preserve thehealth and aesthetic beauty of trees. Brush and debris arecleared from the entire 30-foot width of the utilityeasement as part of this process to allow access for linerepair and maintenance. Herbicides are applied wherenecessary on and along rights of way to eliminate there-growth of brush and other unwanted vegetation.

Landscaping AroundElectrical Equipment

When planting near overhead electric lines, keep inmind that the mature height of a tree must be less than 20feet. NOVEC does not allow the planting of any new treesor woody shrubs within its overhead and undergroundutility easements. Trees growing too close to power linescan cause outages, are a safety hazard, and require costly,repetitive trimming. Never plant trees or shrubs within 10feet of electric poles or guy wires as this makes itimpossible to climb these poles when required. If youhave underground electric service, please keep plants andshrubs at least 10 feet away from the front and five feetaway from the sides of all above ground transformers.

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NOVEC employees and contractors must have access tothis equipment to perform routine maintenance and torestore service during outages. Improperly plantedmaterials will be removed when found.

In accordance with federal law and the U.S.Department of Agriculture’s policy, this institution isprohibited from discriminating on the basis of race, color,national origin, sex, religion, age or disability. (Not allprohibited bases apply to all programs.)

To file a complaint of discrimination write to USDA,Director, Office of Civil Rights, Room 326-W, WhittenBuilding, 1400 Independence Avenue, SW, Washington,D.C. 20250-9410 or call 202-720-5964 (voice or TDD).USDA is an equal opportunity provider and employer.

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