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VI. Service Rules and RegulationsSection 100:101Cooperative and Member ObligationsApproval and Cooperative Board’s AuthorityThe Cooperative's Board of Directors is the governing body and is the final authority for makingand revising these service rules and regulations. These rules and regulations and rate schedulesare on file in the Cooperative's headquarters office (and online at www.sremc.com) and such filingand publishing will constitute official notice to all Members on such changes. Failure of theCooperative to enforce any of the terms of these rules and regulations will not be deemed as awaiver of its right to do so.In case of conflict between any provision of the bylaws and these service rules and regulations, thebylaws will prevail. In case of conflict between any provision of a rate schedule or rider and ofthese service rules and regulations, the rate schedule or the rider will prevail. These rules andregulations and rate schedules and any changes will be filed with the North Carolina RuralElectrification Authority and, pursuant to North Carolina law G.S. 62-138(f), with the NorthCarolina Utilities Commission.102 Responsibility of Member and CooperativeElectric service is supplied by the Cooperative and purchased by the Member upon the expresscondition that after it passes the point of delivery it becomes the property of the Member to beused only as provided in the service agreement. The Cooperative will not be liable for loss ordamage to any person, property, business losses or consequential damages whatsoever, resultingdirectly or indirectly from the use, misuse, or presence of the said electric service after it passesthe point of delivery. The Cooperative will not be responsible for any loss or damage resultingfrom the presence, character, or condition of the wires or equipment of the Member or for theinspection or repair of the wires or equipment of the Member.It is understood and agreed that the Cooperative is merely a supplier of electric service, and theCooperative will not be responsible for any damage or injury to the buildings, motors, apparatus orother property of the Member due to lightning, defects in wiring or other electrical installations,defective equipment or other cause not due to the negligence of the Cooperative. TheCooperative will not be in any way responsible for the transmission, use or control of the electricservice beyond the delivery point, except as it might apply to the use of load management ordemand response programs.In maintaining right-of-way, the Cooperative will not be liable for damage to trees, shrubs, lawns,fences, sidewalks or other obstructions to the installation, maintenance or replacement offacilities, unless caused by its own negligence.All meters, service connections and other equipment furnished by the Cooperative will be, and willremain, the property of the Cooperative. The Member will not interfere with, or alter, the8

Cooperative's meters, seals, or other property, or permit the same to be done by anyone otherthan the Cooperative's authorized agents or employees. Damage caused or permitted by theMember to the Cooperative's property will be paid for by the Member.No person or organization will install or attach any wire, sign(s) or other material or equipment toany of the Cooperative's poles, conductors or other fixtures, except with express written consentof the Cooperative.To the extent that members may require electric service at a level of less variation allowed underthe standard service, any additional equipment required by the Member to ensure the level ofpower quality will be at the Member's expense. The Cooperative will assist the Member in thetechnical development of the power quality electric service.Home owners can request to have an outdoor light installed at their location for a monthly fee.Any outdoor light that is installed at a location that is used for rental purposes must be paid for bythe homeowner or landlord. If a tenant requests service at a rental location where an outdoorlight exists, the owner/landlord will be contacted and informed that the light must be put in theirname and will not be placed in the name of the tenant. Payment for the light by the tenant will bean agreement established between the owner/landlord and the tenant and will not be theresponsibility of South River EMC.103 Complaint ProcedureA full and prompt investigation will be made of all service complaints. The recommended orderfor handling quality-of-service or rate complaints is as follows:1. File a complaint with the appropriate department head at the local Cooperative office andallow reasonable time or investigation, advice, and action. If the results are notsatisfactory, then:2. File a complaint with the Cooperative CEO, providing information and results from the initialcomplaint and/or naming local Cooperative personnel who handled the complaint. Allowreasonable time for the CEO to act. If the results are still not satisfactory, then:3. File a complaint with the North Carolina Rural Electrification Authority (NCREA) at 4321 MailService Center, Raleigh, North Carolina 27699, contact number (919) 814-4696. Allowreasonable time for response. If results are still not satisfactory, then:4. File a written complaint with the Cooperative Board of Directors. Allow reasonable time forthe Board to schedule the item at a regular meeting. Allow reasonable time for the Board'sorders on the matter to be carried out.Section 200: Electric Service Availability201 Application for Membership9

The Cooperative will supply electric service to the member once the member is in compliance withall aspects of the service agreement, is of legal age, has paid all applicable fees to establish service,and agrees to be bound by the Cooperative’s established bylaws, service rules and regulations, lineextension policy, rate schedules and riders, load management and demand response agreements,necessary right-of-way easements and any other cooperative agreements that might apply. Thecontractual service agreement may be completed in written, verbal or electronic forms.Service will be provided after an application (written, verbal or electronic) has been completed if: The supply of electric service is for residential use. All necessary forms of identification and proof of ownership/lease agreement providedand all monies due to the Cooperative (i.e. bad debts, deposits) have been paid. None of the utility services require extra facilities. If the supply is for non-residential use, but is less than 50 kilowatts (kw) of electricity permonth/billing period and single-phase. If the service is 50 kw or larger or three-phase, a contract must be signed and anycontribution-in-aid-of-construction paid per the Cooperative’s line extension policy.(Note: The Cooperative will attempt to secure a signed membership application for all requestsfor service made by phone or completed online by including either mailing or e-mailing andapplication to the Member.)Neither the membership nor the service agreement is transferable or assignable; however, capitalcredits may be transferred to the Cooperative or to another member if authorized by the Member.A non-refundable administrative service charge will be required or all new services (See SRRAppendix 2).When two or more rate schedules and/or riders are available to non-residential members, theCooperative will assist in the selection, but it is the Member's right and responsibility to determinewhich to select (See Section 700).202 Security DepositsResidential Deposits: (i.e., single family, multifamily, manufactured homes)The Cooperative requires a non-interest bearing security deposit for: existing homes of 300 ortwo times the average monthly electric bill at the location (whichever is greater). For new homesor those with less than one full year’s energy-use history: a deposit of 375 is required. Alldeposits are due in advance of service connection or at any subsequent time when theCooperative determines that a deposit is needed to ensure payment of bills.Incidental (Non-Residential) Deposits: (i.e., electric fences, well pumps, signal lights, cable TVjunctions, sheds, small workshops, temporary services)The Cooperative requires a non-interest bearing security deposit of 100.As an alternative to residential/incidental cash deposits, the Cooperative will accept:a. Current or previous good credit with the Cooperative.10

b. A Guarantor. A member can have an existing member sign a guarantee. The Guarantor mustbe an immediate family member in good credit standing and have had service with theCooperative for a minimum of 24 months. The Guarantor must meet all guarantorguidelines. (See SRR Appendix 1)c. The Cooperative can conduct an online utilities credit check.d. Participation in SmartPay (the Cooperative’s prepaid solution) see section 310e. Active duty military personnel can participate in the Fort Bragg FCU deposit waiver programthrough One Stop.An existing member who is disconnected for non-payment with no deposit or an inadequatedeposit amount on file, will be required to pay a deposit (or an additional deposit), which will bedue with the next bill.An applicant who has an outstanding debt with the Cooperative must provide full payment forsuch debt before service can be established and a deposit will also be required.Commercial/Industrial/Agricultural Deposits: (i.e., business, irrigation systems, bulk barns,confined livestock, manufacturing facilities)Members applying for these types of accounts are required to provide a non-interest bearingsecurity deposit. For existing or new facilities, the deposit will be the estimated total of the twohighest bills at the location.As an alternative to a commercial/industrial/agricultural deposit, the Cooperative will accept:a. Current or previous good commercial/industrial/agricultural credit with the Cooperative.b. The Cooperative can conduct an online utilities commercial credit check. If a score of 85percent or higher, the deposit will be the same as one month’s average bill at the location.Deposit RefundsAll security deposits will be applied to the member account automatically after a period of thirtysix (36) consecutive months of on-time payments (no past due payments). Upon termination ofmembership, the security deposit (if not already applied) will be applied against any unpaidbalance owed to the Cooperative and any excess refunded.203 ContractsSouth River EMC sizes equipment for a member’s facility depending upon information provided bythe Member and/or their agent. Any member whose service will be 50 kw or greater (single orthree-phase) is required to sign a contract. Three-phase service is available in some areas and willbe provided if requested and available. Such services are provided at a higher cost than standardsingle-phase service. Therefore, a minimum three or five year contract will be required to establishan adequate payback period to help cover cost of installation and maintenance. The member isrequired to pay a minimum bill monthly based on the required connected load (kw) times 1.75. Ifthe member’s load requirement increases, the minimum bill will be adjusted in 50 kva increments.11

Once the contract has expired, the minimum bill is based on the appropriate rate schedule for theload size.It is the responsibility of the member to inform the cooperative when they add equipment,buildings, etc. that will increase the electric load requirements of the service. The Cooperative willassess their facilities and determine if the service needs to be upgraded. If new or upgradedfacilities are necessary to meet the member’s electric demand, the member will be required tosign a new contract to ensure adequate cost recovery of the facilities.204 Additional Service Connections (meters/accounts)A Member may have any number of service connections (accounts) under one membership. TheMember may be obligated to pay, pursuant to Section 202, the applicable security deposit foreach additional service and will be obligated to pay for all electric demand and energy used on thepremises at the Cooperative's applicable rates. A member with more than one account is equallyresponsible for current payment of all accounts, and service may be denied for a new service forfailure to pay on another account under the same member.205 Area Coverage and Line FacilitiesIn providing area coverage service, the Cooperative will provide a standard service connection thatrequires no facilities or services in excess of those normally provided by or acceptable to theCooperative. The Cooperative may require contribution-in-aid-of-construction (CIAC) for lineextensions beyond the limits as provided by the cooperative’s line extension policy.When a member or an individual requests that the Cooperative supply electric service in a mannerthat requires equipment and facilities in excess of those which the Cooperative would normallyprovide, and the Cooperative finds it practical to do so, such excess equipment and facilities willbe provided at the cost of the Member. Costs will be collected through service rates and/orcontributions-in-aid-of-construction, as agreed upon by the Cooperative and the Member.206 Metering FacilitiesMembers applying for more than one class of service on the same premises will arrange theirwiring so that each class of service can be metered separately. Regardless of ownership of thefacilities, the Cooperative will have the right, at its option, and at its own expense, to placedemand meters, voltmeters, locking devices, or other instruments on the premises of the Memberfor the purpose of monitoring and maintaining the Member's service.207 Protection of Member DataThe Cooperative will comply with all federal “red flag” rules concerning identity theft and creditreporting accuracy. These rules are designed to protect and secure the confidentiality of memberpersonal information and other sensitive records, including:A. Social security numbers and tax identification numbersB. Driver’s license numbersC. Bank account numbersD. Credit/debit card numbers12

E. Personal identification number (PIN) codes relating to financial dataF. Electronic identification numbers, e-mail names or addresses, Internet account numbers orInternet identification numbers.G. Digital signaturesH. Any other numbers or information that can be used to access a person’s financialresourcesI. Biometric dataJ. FingerprintsK. PasswordsL. Energy use dataSection 300: Billing301 Responsibility to Read Meters and Facilities ChargesMeters will be read remotely or manually and bills rendered by the Cooperative. Members mayrequest in writing that a copy of their bill be sent to a specified alternate contact. When a metercannot be read on or about the scheduled date, the meter reading and corresponding use for theperiod will be estimated based on prior usage history. Accounts billed on an estimated basis willbe adjusted, if necessary, when actual readings are obtained. An explanation of the meter-readingprocess can be obtained from the Cooperative.When a member is billed for less than a full month, the facilities charge will be prorated and billedfor the number of days electric service was connected in the month. Monthly facilities charges areprorated by dividing the total amount by the number of days in the current month. This willdetermine the daily amount. Members participating in prepaid billing (see section 310) will becharged a daily facilities charged using the same method of proration.302 Due Dates and Failure to PayBills are due and payable upon receipt and are considered delinquent if payment is not received inthe office by the close of business on the 25th day after the billing date. Once an accountbecomes delinquent, final notification for disconnection will be noted on the next bill. The finalnotification will state that the Cooperative's office can be contacted prior to the disconnectiondate to discuss past due balances if a member cannot pay the bill. Granting of an extension oftime is at the discretion of the Cooperative (see section 303).Delinquent amounts and disconnection dates will be notated on the billing statement. With thisnotice, the account will be subject for disconnection after a minimum of seven (7) days if paymentis not received. Failure to make payment or honor credit arrangements will result in adisconnection of service without further notice.If service is disconnected for non-payment for any reason, all past due monies owed theCooperative must be paid in full (to include fees and charges) before service will be restored.Should extenuating circumstances exist, such as illegal activity or meter tampering, all moniesowed the Cooperative will be collected, including any applicable fees. Reconnections will not be13

performed by service personnel before 8 a.m. or after 10 p.m.(Note: The disconnection date stated on a returned check/ACH draft notice/credit card chargebackmight be subject to immediate disconnection until all money owed is paid.)If the member owes the Cooperative any past due amount or outstanding fees (i.e. bad debt, latefees, disconnection fees, contribution-in-aid-of-construction, pole attachment fees, etc.), theCooperative reserves the right to apply this amount owed to any active account held by themember. Once an outstanding balance has been transferred to an account, the member is given25 days before the bill becomes past due. The account requires prompt attention to avoiddisconnection of service.303 Arrangements/Time ExtensionsAt the discretion of the Cooperative, additional time might be extended to members in accordancewith the following standards:A. When the Member's inability to pay the bill is the result of a mistake on the Cooperative'spart or a mistake for which the Member was not responsible.B. When the involved bill is a final bill covering service to a farm, home or other residentialstructure and the main building thereof has been destroyed by fire or natural disaster, notcaused by act of arson on the part of the Member or the Member's family.C. When disconnection of service might impose immediate danger to the Member or otherpersons due to illness or some hazardous condition, or when there has been a recent deathof a member of the household.D. South River EMC will make provisions to extend due dates on a case-by-case basis. Thesearrangements will be based on individual credit history, past payment arrangement history,justification or need. Failure to honor credit arrangements will result in immediatedisconnection of service. Arrangements may be requested during normal business hours inone of our offices or by calling our customer service department.304 Multiple ServicesIf a Member has more than one account, the Cooperative reserves the right to apply any paymentmade by the Member to any account owed to the Cooperative by the Member.If the member has multiple accounts and owes the Cooperative any past due amount oroutstanding fees (i.e. bad debt, late fees, disconnection fees, contribution-in-aid of construction,pole attachment fees, etc.), the Cooperative reserves the right to apply this amount owed to anyactive account held by the member. Once an outstanding balance has been transferred to anaccount, the member is given 25 days before the bill becomes past due. The account requiresprompt attention to avoid disconnection

305 Bills in Dispute 306 Methods of Payment 307 Returned Checks/ACH Drafts/Credit chargebacks 308 Correction for Errors 309 Catastrophic Loss of Facilities 310 Prepaid Billing Section 400: Disconnection and Reconnection 401 Disconnection of Service by Cooperative 402 Power Diversion and/or Meter Tampering