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OWNER’S
YOU OWN IT
MANUAL
KREMC.COM
Rev. 110110
OWNER’S
MANUAL
WELCOME TO KREMC
YOU OWN IT
Dear New Member:
KREMC.COM
Welcome to Kosciusko REMC – a Touchstone Energy® Cooperative. If you’ve never received electric
service from a cooperative before, you’re about to discover why the cooperative business model has
been a success for so many years. There’s something special about belonging to a co-op!
This owner’s manual will provide you with all the basic information you’ll need to understand how and why
KREMC works for our members. By signing up for service, you’ve just become a member and owner of
Kosciusko REMC – an organization formed and funded by our members in the 1930s. And because we
are locally owned and operated, you’ll find that you’re doing business with your friends and neighbors –
people who care about the communities that make Kosciusko County a great place to call home.
Because you are a member and an owner, you have a voice in how we do business. What that means
for you is that we exist to serve our members in the most cost-efficient ways we can. We are a not-forprofit organization, which means we do our best to provide you with reliable electric service at as low a
cost as possible. Serving our members is our top priority, not making a profit. You also have a voice in
electing the directors who set policy and hold management accountable.
Whether it’s providing outstanding help when you sign up for service, providing you with discounts
at area businesses with the Co-Op Connections Card, working round the clock to correct power
outages, or providing scholarships to cooperative kids, we’re always working with you in mind…
not with profit motives.
We hope you’ll look through this owner’s manual to learn more about Kosciusko REMC and about all
the ways we serve you.
If you have any questions, please feel free to give us a call. We’re always happy to serve you because,
after all, you’re an owner. Welcome to KREMC!
Sincerely,
Steve Rhodes
President & CEO
Rev. 110110
John Anglin
Chairman of the Board
OWNER’S
MANUAL
YOU OWN IT
TABLE OF CONTENTS
KREMC.COM
Your Board of Directors ....................................................................................................3
Your KREMC Management Team ....................................................................................4
The Cooperative Difference..............................................................................................5
The Seven Cooperative Principles ..................................................................................6
A Long History of Service ................................................................................................7
Our Community Commitment ..........................................................................................8
A Touchstone Energy Cooperative ..................................................................................9
Member Services............................................................................................................10
How to Reach Us ............................................................................................................11
On the Internet................................................................................................................12
Going Green ..................................................................................................................13
Member Rebate Programs ............................................................................................14
Electric Consumer ..........................................................................................................15
Co-op Connections Card ................................................................................................16
Capital Credits ................................................................................................................17
Annual Meeting ..............................................................................................................18
Community Events and Involvement ..............................................................................19
Deposit Procedures ........................................................................................................20
Reading Your Electric Meter......................................................................................21-22
Estimated Bills ................................................................................................................23
How to Read Your Bill................................................................................................24-25
Bill Inquiries ..............................................................................................................26-27
Fees & Charges..............................................................................................................28
Easy Ways to Pay ..........................................................................................................29
E-Billing ..........................................................................................................................30
Budget Billing..................................................................................................................31
Meter Tampering ............................................................................................................32
In Case of an Outage ....................................................................................................33
Repairs & Responsibilities ..............................................................................................34
Surge Protectors ............................................................................................................35
Be Prepared for Outages................................................................................................36
Dealing with Floods & Electricity ....................................................................................37
Be Prepared for Winter Storms ................................................................................38-39
How Power is Restored ..................................................................................................40
System Upgrades & Improvements ................................................................................41
Touchstone Energy Home Program ..............................................................................42
Tree Planting ..................................................................................................................43
The Path of Electricity ....................................................................................................44
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OWNER’S
MANUAL
YOUR BOARD OF DIRECTORS
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What makes a co-op unique is its democratic and local control. These nine area residents comprise the
Kosciusko REMC Board of Directors. They are all residents of Kosciusko County, and are all members
of Kosciusko REMC. Directors serve three-year terms, and elections are held at the Annual Meeting in
the spring. For information on the election process, please reference your Bylaws booklet.
John Anglin Jr.
William Stump Jr.
Chairman
Vice Chairman
Serving since 1976
Serving since 1982
Owner/Manager
Clunette Elevator
Partner
Stump Farms/Grain
and Pork
Terry Bouse
Kim Buhrt
KREMC.COM
Secretary/Treasurer
Serving since 2010
Serving since 1999
Assistant Branch Manager
Ag Plus Farming
Self-employed
bookkeeper
Small business owner
& partner
Pam Messmore
Rick Parker
Serving since 2010
Serving since 2008
Vice President &
Regional Manager
Lake City Bank
Owner
Parker & Sons
Equipment/Farming
Fred Powell
Tom Shively
Serving since 1974
Serving since 1999
Wabash Valley Power
Association Director
Farming/Grain
Indiana Statewide Association
of Rural Electric Cooperatives
Director
Maintenance/Grace College
Dan Tucker
Serving since 2009
Physical Therapy
Kosciusko Community
Hospital
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MANUAL
YOUR KREMC MANAGEMENT TEAM
Providing outstanding service to our members is the primary goal of every employee at Kosciusko
REMC.
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The cooperative is divided into four functional areas: Administration; Engineering & Operations;
Accounting & Finance; and Marketing & Communications.
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President and CEO Steve Rhodes is responsible for the day-to-day operations and long-term
planning for KREMC, and reports to the Board of Directors.
Managers include: Bruce Goslee, Manager of Engineering & Operations; Emily Cowan, Manager
of Marketing and Customer Service; and Steve Miller, Manager of Accounting & Finance.
Supervisors include: Kurt Carver, Operations.
There are a total of 43 employees at KREMC who provide service to our 17,000 plus members.
We all take pride in serving our members and we work hard to keep your electric costs affordable.
Steve Rhodes
Bruce Goslee
President and CEO
Manager of Engineering
and Operations
Emily Cowan
Steve Miller
Manager of Marketing
and Customer Service
Manager of Accounting
and Finance
Kurt Carver
Operations Supervisor
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OWNER’S
MANUAL
THE COOPERATIVE DIFFERENCE
What is the difference between a member-owned electric cooperative, such as Kosciusko REMC,
and a for-profit utility? First and foremost, Kosciusko REMC is a not-for-profit organization. We do
not keep the margins (profits) from operating the company – those are returned to members.
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Our goal is to provide you with superior customer service and reliable, affordable electric service.
We attempt to keep our operating costs as low as possible to give you the best value for your dollar,
and we’re committed to the communities we serve.
KREMC.COM
A nine-member board of directors leads Kosciusko REMC. These individuals are cooperative
members, just like you. Three directors are elected by members at the co-op’s annual business
meeting, held each year in the spring. The directors serve three-year terms.
Every month the board meets to develop policies for the cooperative; establish and review budgets;
organize long-range planning and govern the cooperative. The responsibility of day-to-day operations,
however, falls under the CEO and his staff.
As a Kosciusko REMC member, you receive several unique benefits that are not available to customers
of investor-owned utilities. These advantages include:
• You receive service at a reduced cost because we operate on a not-for-profit basis.
• You have local control because the board of directors is from within the company’s service area.
• You have the right to participate through voting memberships because you are a memberowner of the business.
• You earn capital credits because in a cooperative, net margins (profits) are shared among
all the members.
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THE SEVEN COOPERATIVE PRINCIPLES
THE SEVEN COOPERATIVE PRINCIPLES
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1st Principle: Voluntary and Open Membership
Cooperatives are voluntary organizations, open to all persons able to use their services and who
are willing to accept the responsibilities of membership, without gender, social, racial, political or
religious discrimination.
KREMC.COM
2nd Principle: Democratic Member Control
Cooperatives are democratic organizations controlled by their members who actively participate
in setting policies and making decisions. Men and women serving as elected representatives are
accountable to the general membership. In primary cooperatives, members have equal voting
rights – one member, one vote.
3rd Principle: Members’ Economic Participation
Members contribute to, and democratically control the capital of their cooperative. At least part of
that capital is usually the common property of the cooperatives. Members allocate surpluses for
any or all of the following purposes: developing the cooperative, possibly by setting up reserves,
part of which at least would be indivisible; benefiting members in proportion to their transactions
with the cooperative; and supporting other activities approved by the membership.
4th Principle: Autonomy and Independence
Cooperatives are autonomous self-help organizations controlled by their members. If they enter
into agreements with other organizations, including governments, or raise capital from external
sources, they do so on terms that ensure democratic control by their members and maintain their
cooperative autonomy.
5th Principle: Education, Training and Information
Cooperatives provide education and training for their members, elected representatives, managers
and employees so they can contribute effectively to the development of the cooperative. They inform
the general public – particularly young people and opinion leaders – about the nature and benefits
of cooperation.
6th Principle: Cooperation among Cooperatives
Cooperatives serve their members most effectively and strengthen the cooperative movement by
working together through local, regional, national and international structures.
7th Principle: Concern for Community
While focusing on member needs, cooperatives work for the sustainable development of their
communities through policies accepted by their members.
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OWNER’S
MANUAL
A LONG HISTORY OF SERVICE
On February 22, 1939, according to an old newspaper clipping, “little Peggy Phillips threw the
switch that brought the current flowing into the living room of the Lawrence Phillips home located
southeast of Warsaw in Wayne township. Theirs was the first home in the county to be energized
by the Kosciusko County REMC.”
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From those beginnings, Kosciusko REMC has grown through the years to provide reliable, affordable
electric service for more than 17,000 KREMC members.
KREMC.COM
A history of the co-op was published by William Orr in March 1975. Mr. Orr was an original incorporator
of the co-op, serving as secretary-treasurer of the first Board of Directors. He also served as General
Manager from 1938-1973. According to the history, “Times were dark in rural Kosciusko County, Indiana,
during the 1930s, both literally and figuratively.” As the country struggled with the Great Depression, it
became evident that jobs were needed in rural areas. In a message to the United States Congress on
January 4, 1935, President Franklin D. Roosevelt included rural electrification among his relief projects
to help provide jobs. On April 8, 1935, the Emergency Relief Act was passed by Congress, making
$100 million dollars available for rural electrification.
On November 2, 1935, the Kosciusko County Farm Bureau met at the Washington school building
in Wayne Township for their annual meeting. The speaker for the afternoon was Mr. Wilson Taylor,
an employee of the Indiana Farm Bureau Cooperative. Mr. Taylor explained the Emergency Relief
Appropriation Act, and detailed the process that would be needed to bring electric service to the
county. Eleven of the meeting attendees signed articles of incorporation, and the first board of directors
for Kosciusko County REMC was formed.
The work of signing up original members, which required a $5 investment – a significant amount
of money at the time- was taken up by a variety of property owners. Work was also needed to secure
right-of-way easements for electric line construction. In July 1938, a Rural Electrification Act loan in
the amount of $367,000 was received to build 360 miles of line. On October 1, 1938, the first co-op
office was opened at 114 North Indiana Street in Warsaw. On December 21, 1938, the first REMC
pole in the county was set, and the first meter was installed at the Phillips home, and was activated
in February 1939.
With the hard work and perseverance of many loyal and hard-working members and employees,
Kosciusko REMC has grown and thrived. Through the years, the co-op has had several headquarters.
The most current headquarters is located at 370 South 250 East in Warsaw, and was completed in
2005 under the leadership of President and CEO Steve Rhodes.
In Mr. Orr’s book, he commented on the history of the cooperative,“Even as the success of the
Kosciusko County REMC depends upon the integrity and good judgment of the Directors and the
trustworthiness and efficiency of the Manager and employees, so the membership at large must
increase their own understanding of the cooperative rural electrification program and give it their
whole hearted support.” The same still holds true today.
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OUR COMMUNITY COMMITMENT
As you read through the Seven Cooperative Principles, it becomes apparent that co-ops are indeed
committed to the communities they serve. Kosciusko REMC has set the standard high for our level
of community involvement by sponsoring or participating in the following programs:
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Operation Round Up
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Through the generosity of our members, each month’s bills are “rounded up” to the next dollar.
For example, if a bill for energy usage is $99.57, the bill would be rounded up to $100. The 43
cents difference would be placed into the Operation Round Up Fund, which is administered by
the Kosciusko County Community Foundation. An independent advisory committee reviews grant
applications from area non-profit organizations every other month, and awards the “rounded up”
funds to these community organizations to help them with projects to help improve the lives of
Kosciusko County residents. The average member contributes approximately $6 over the course
of a year to help with these very worthwhile projects that aid the communities we serve. Some
organizations that have been helped include Cardinal Center and Junior Achievement.
KREMC Scholarship Program
Every year KREMC awards six $1,000 scholarships to area students entering or returning to college.
Through an independent judging panel, applicants are screened and interviewed to determine the
recipients of these funds. This program is done by the co-op because we believe education is a key
priority for our county’s youth, and an investment in our future leaders. Applicants must be a member
or a dependent of a member of Kosciusko REMC.
School Safety Demonstrations
During the month of May, it’s an annual tradition for area 4th graders to receive a visit from
KREMC employees to receive electrical safety training. More than 1,000 kids each year learn
how to be safe around electricity, and what dangers there are in dealing with electricity.
Youth Tour to Washington, D.C.
Learning about the cooperative business model, and learning about how our government works is
the goal of Youth Tour to Washington, D.C. Every year KREMC sends two students on this annual
all-expenses paid trip, where the students get to tour Washington, and meet our congressional
delegates. The students also meet with other students sponsored by co-ops from around the
country for this outstanding educational opportunity.
Touchstone Energy Camp
Learning about electricity while participating in a traditional summer camp environment means a
lifetime of memories for four KREMC kids entering the sixth grade. Every summer we select up to
four applicants for the opportunity to attend this all-expenses paid summer camp. Applicants must
be the dependent of a member of Kosciusko REMC.
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MANUAL
A TOUCHSTONE ENERGY COOPERATIVE
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Every co-op operates independently of each other. Yet many co-ops…nearly 700 strong across the
United States…opt to work together under the Touchstone Energy® brand. Kosciusko REMC was
one of the first co-ops in the country to sign up for this national branding initiative to help build
familiarity and awareness of what co-ops do, and what services we provide to our members.
KREMC.COM
Working together under the Touchstone Energy brand, co-ops share resources such as educational
brochures and pamphlets, helping those involved save on development and printing costs. We have
developed programs, such as the Co-Op Connections Card, that offer savings on a variety of products
and services offered through local, regional and national vendors. Co-op members have saved more
than $9 million nationally on pharmacy discounts offered through the Co-Op Connections Card program,
coordinated by Touchstone Energy.
And locally, six northeast Indiana co-ops (Kosciusko REMC, LaGrange County REMC, Noble REMC,
Northeastern REMC, Steuben County REMC and United REMC) work together under the Touchstone
Energy brand to sponsor many area events and education efforts. These have included:
Fort Wayne Komets Hockey
Fort Wayne Journal Gazette Spelling Bee presented by Touchstone Energy Cooperatives
Fort Wayne Children’s Zoo field trip scholarships for first grade classes
Junior Achievement BizTown
Junior Achievement Finance Park
Fort Wayne Home & Garden Show booth
Fort Wayne Mad Ants
Sponsorship of “This Old House” on Channel 39 public television in Fort Wayne
When you see a Touchstone Energy commercial on television, you will know that the Touchstone
Energy brand has the power of nearly 700 electric cooperatives nationwide behind it, including
Kosciusko REMC.
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MANUAL
MEMBER SERVICES
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Got a question about your bill? Have a suggestion for something that will help our members?
Want to share an idea for annual meeting? Whether you jot a note on your bill, or you make a
comment to our service technician, we always appreciate your input. We listen to you, and we
value your suggestions. In response to our members’ needs, we offer a wide variety of special
services. Listed below are a few of the many benefits of being a member of Kosciusko REMC.
KREMC.COM
Energy Advisor and Home Energy Audits - When you have questions about how to lower your
electric bills, or how you can make your home more comfortable, call KREMC’s Energy Advisor,
Carol Presley. Carol is a Certified Building Analyst, and has the knowledge to help you make your
home as energy efficient as possible. She can answer your questions, do an energy audit of your
home or business, and provide you with detailed information on what you can do to lower your
energy costs.
Electric Consumer – This nationally-acclaimed publication from the Indiana Statewide Association
of Rural Electric Cooperatives is a monthly newspaper that will enlighten and educate you on a
variety of topics. From human interest stories to the latest information on energy pricing, Electric
Consumer will keep you informed about your electric cooperative.
Resources & Programs for schools, civic and community organizations are available at no charge
from KREMC. We offer a variety of informational programs, ranging from electric safety to energy
efficiency tips for your home for all age levels.
Booklets & Brochures on saving energy, being prepared for storms, geothermal systems and more
are available at no charge in the KREMC lobby.
Scholarships, Youth Tour, and Touchstone Energy Camp – Kosciusko REMC offers a variety
of opportunities for the children of cooperative members. Watch for information on all of these
programs in Electric Consumer throughout the year.
Co-Op Connections Card – You’ll love the savings you receive at local, regional and national
vendors through this discount card offered only to the members of electric cooperatives. More than 120
local vendors in Kosciusko County offer discounts when you show your Co-Op Connections Card.
To find out about regional and national discounts, visit www.kremc.com, and click on the “Co-Op
Connections Card” button to see a complete list of discounts.
HUGs – Household Utility Gift certificates, or HUGs, are available for purchase in any amount over
$10 for KREMC members. These are great gifts for the holidays, and for newlyweds, grandparents,
or the boss. The certificates may be redeemed for the full amount of purchase by presenting it at
the KREMC office, or by mail with a bill payment.
We invite you to take advantage of all these benefits of cooperative membership. They are available
to all KREMC members at no cost. Contact the co-op for more information on any of these programs.
800-790-7362 or 574-267-6331
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HOW TO REACH US
It’s easy to reach us when you need us! Here are several ways to contact us:
Visit us at our office. We are located at 370 South 250 East, in Warsaw, Indiana. This is ¼ mile
north of Highway 30 on the east side of Warsaw. Turn north onto 250 East at the stop light located
at the Shell station and the Christmas Outlet store, the last stop light on Warsaw’s East side.
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Drop us a line. Our mailing address is:
KREMC.COM
Kosciusko REMC
370 South 250 East
Warsaw, IN 46582
Give us a call. Our office hours are Monday-Friday, 8:00 a.m.-5:00 p.m. We are closed on Saturday and Sunday. Our phone numbers are:
Local: 574-267-6331
Toll-Free: 800-790-7362 (REMC)
Fax: 574-267-7273
Send us an e-mail. Our email address is [email protected]. You can find a link from the KREMC
website, which is www.kremc.com.
Use the internet to pay your bill. You can pay your bill on-line using an e-check, credit or debit
card. Visa, MasterCard, and Discover are all accepted in a safe and secure internet connection at
www.kremc.com. You can conduct business with us at your convenience, 24 hours a day. You
can also use the website to view your electric bill, and learn more about KREMC.
Receive an e-bill, and pay your bill online. Members can receive their bill via e-mail when you
enroll in our e-billing program. You can register for the program at www.kremc.com, click on Products
and Services, and click on E-Billing. Or, call or visit the co-op to enroll in the e-billing program.
Call before you dig. When you’re undertaking home projects, please call before you dig. It’s the
law! Please call at least two work days (Monday-Friday) before you start any project that will involve
digging. Dial 8-1-1 to initiate this very important line locating service. This service is free.
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ON THE INTERNET
Need to pay your electric bill after hours? Want to know the cost of a kilowatt-hour? Looking for
info on how many kilowatts it takes to run a refrigerator?
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Kosciusko REMC has several excellent internet resources for our members who like doing
business electronically.
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Our corporate website, www.kremc.com, has a wide variety of information for our members. You can
view all the current rate information, read the latest press releases, learn more about being prepared
for power outages, report your meter reading, or you can pay your bill with a credit card or e-check at
any time of the day or night. Please visit the website to learn more about Kosciusko REMC.
If you’re looking for great information and tools on energy measurement, visit the website
www.energyadvisor.coop. Here you’ll find calculators for heating and cooling your home, appliance
calculators, and evaluators for compact fluorescent light bulbs. You’ll also find great information on
alternative energy, such as windmills and solar energy, along with great activities for the kids.
Each electric cooperative across the country operates independently of each other; however we
do work together on projects through the National Rural Electric Cooperative Association. The
NRECA is a great resource for learning more about co-op careers, understanding current energy
policy, and learning more about the cooperative world in general. Visit www.nreca.com to learn
more. Another excellent source for energy efficiency information is the Touchstone Energy website,
www.togetherwesave.com. You’ll find information on what you can do in every room of your house
to save energy, including how-to videos that will help you understand what is required for energy
efficiency projects.
If you’re concerned about rising energy prices, www.ourenergy.coop is the website to visit to contact
our legislators.
If you’d like to learn more about Wabash Valley Power Association, the generating and transmission
cooperative that provides power to KREMC, visit www.wvpa.com.
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GOING GREEN
EnviroWatts Program
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When you sign up for Kosciusko REMC’s EnviroWatts program, we’ll buy the energy to meet your
needs from an environmentally preferred source. By joining other participating KREMC members,
you’ll help encourage power generation from such renewable resources as biomass, sun, wind and
water. And part of every EnviroWatts dollar will support our efforts to help make our local environment
better through EnviroWatts grants to local not-for profit groups.
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If you’re ready to help invest in the development of alternative energy sources, please call
Kosciusko REMC at 574-267-6331 or 1-800-790-7362 to enroll in the EnviroWatts program.
EnviroWatts Grants
In February of each year, KREMC will promote the availability of applications for the EnviroWatts
grant program. Not-for-profit agencies serving Kosciusko County may apply for these funds that are
specifically directed to projects that impact the environment in honor of Earth Week. Grants have
been given to fund projects ranging from a rain garden to help stop water erosion, to a recycling
week program for area schools. Information on the grant applications will be included in Electric
Consumer, or members may call the co-op’s Marketing Department for more information.
Alternative Energy & Connecting to the Grid
If you are interested in wind, solar or other forms of alternative energy, and have questions about
connecting an alternative energy system into the electric grid, please contact KREMC to receive a packet
of information on our interconnection policies. The KREMC Engineering & Operations Department will
be happy to answer your questions related to interconnection.
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MEMBER REBATE PROGRAMS
Whether it’s time to purchase a new electric water heater, or you’re looking to install a new geothermal
system, don’t miss out on rebate savings offered only to the members of Kosciusko REMC.
To take advantage of our electric water heater rebates:
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Pick up a water heater agreement form at the co-op, download it from www.kremc.com, or give us
a call at 574-267-6331.
KREMC.COM
Buy the new electric water heater of your choosing (must be 50 gallon or larger) from where you
want, and have it installed.
Give KREMC a call and schedule an inspection appointment. A KREMC service technician will
come inspect the water heater installation, and verify your purchase receipt. A bill credit will be issued
on your next monthly statement.
Rebates will be offered as follows:
• Electric to electric replacement rebate - $75.00
• Gas to electric replacement rebate - $125.00
• New construction water heater rebate - $125.00
• Second water heater rebate - $50.00
Guidelines:
Limit one water heater rebate per household unless at least one of the following situations are
present:
• Six or more people reside in the home.
• The home contains more than 3,000 square feet of finished living space.
Complete program details and guidelines are available at the co-op.
The following rebates are offered for geothermal and heat pump purchase and installation:
• Geothermal system purchase and installation - $250.00 rebate
• Air-source heat pump system purchase and installation - $150.00 rebate
Simple, convenient and easy…money saving rebates. It’s just another way KREMC is looking out
for our members, and making your life better!
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ELECTRIC CONSUMER
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Staying in touch with our members is a top priority for Kosciusko REMC. We will often put news
of importance in a bill insert in your monthly statement, but our most frequently used method of
communication with our members is Electric Consumer. This national award-winning newspaper
is delivered directly to your home once a month, usually during the first week of the month.
KREMC.COM
Electric Consumer contains a wide variety of interesting information for our members. You’ll find a
monthly listing of festivals and fairs across Indiana; recipes from cooperative members across the
state; a kids craft section; and updates on safety and energy information.
The inside four pages of each issue are dedicated to news from right here at Kosciusko REMC. It
is here that you’ll find the most current rate information for our cooperative, find announcements
of KREMC activities and events, receive notification of important news, and find comments from
our CEO to fill you in on what’s on our minds at KREMC.
The cost of your yearly Electric Consumer subscription is included in your monthly service fee. We
encourage you to read this publication every month so you’re aware of important energy issues.
You can also find Electric Consumer online at www.electricconsumer.org.
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CO-OP CONNECTIONS CARD
As a member of Kosciusko REMC, a Touchstone Energy cooperative, you’ll receive discounts
on products and services from participating local and national businesses with your free Co-Op
Connections Card.
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When you show your card or key fob at businesses displaying the Co-Op Connections decals and
window stickers, you will receive their special offer just for being a member of KREMC!
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From pizza to auto repairs, you’ll find a wide variety of discounts at your favorite area retailers.
This card will also allow you to take advantage of discounts in other areas of the country, as well,
and with several national retail chains. A complete list of participating vendors is available to you
through the Touchstone Energy website listed below, or an updated list is available every month
at the co-op office.
Another outstanding feature of the Co-Op Connections Card is a pharmacy discount program at
participating pharmacies across the country. Some of the nation’s largest pharmacy chains participate
in the program and members can save as much as 25% on the cost of prescriptions. Millions of dollars
have been saved by co-op members nationwide since the pharmacy program started.
To learn more about the Co-Op Connections® Card, visit our website at www.kremc.com, and
click on the link to the Touchstone Energy website, http://www.connections.coop/?id=kremc.
If your business would like to be included in this rapidly growing program, contact the Marketing
Department for details.
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CAPITAL CREDITS
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One of the primary differences between an investor-owned utility and an electric cooperative is
the issuance of “capital credits.” Co-ops are non-profit organizations so any margins (profits)
earned from operations are eventually returned to the membership via a retirement of capital
credits.
KREMC.COM
Capital credits represent a return on the investment you make in the cooperative by paying your
bills. According to our by-laws, all amounts paid for electric service by a member, in excess of the
costs incurred by the cooperative, will be used as capital by the cooperative. This money is used
in part to finance new construction and perform facilities maintenance, reducing the need to borrow
money from other sources for capital improvements to the KREMC system.
Capital credits are allocated to each member yearly, based on a capital credit factor. This factor is
figured by determining a member’s electric usage as a percentage of the total cooperative’s electric
usage during the year. Capital credits are assigned and eventually paid to members when there is
money left over from revenue after all expenses are paid.
Kosciusko REMC’s Board of Directors determines if a refund of capital credits is prudent based
on the financial status of the cooperative. If it is determined that capital credits will be paid in the
current year, each member that received electric service in the targeted years will receive a credit
on their bill or a check in the mail.
If you move off of KREMC lines, it’s important that you notify the co-op of your new mailing address
so you can be sent any capital credits due to you in future years.
Under Kosciusko REMC bylaws, arrangements for the early payout of capital credits for the accounts
of deceased members may be made. If you are responsible for handling a deceased member’s estate,
please contact the co-op at 574-267-6331 to learn more about the capital credits policy.
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OWNER’S
MANUAL
ANNUAL MEETING
YOU OWN IT
The membership fee you paid to join Kosciusko REMC does not just assure you of electricity. It’s
much more. It’s your investment in the progress and growth of KREMC. You now belong to a 17,000+
member cooperative, which has over 1,400 miles of line providing agricultural, residential, commercial
and industrial customers with dependable electric service.
KREMC.COM
As a member-owner, you are entitled to take an active role in how the cooperative operates by
participating in the Annual Meeting. Every year in the spring, members get together to elect three
directors to the Board. But it’s more than just a business meeting…it’s a chance to meet with
friends and neighbors, and a way to learn about what’s going on at the co-op. We’ll bring you up
to date on energy issues, and we’ll entertain you. We have fun programs and prizes for the kids,
free refreshments, bucket truck rides, games, an energy expo, and great entertainment. It’s always
a good time…and there are always great door prizes, and incentives such as credits on your electric
bill just for attending.
Look for details about Annual Meeting every year in your bill, in Electric Consumer, and in area media.
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Rev. 110110
OWNER’S
MANUAL
COMMUNITY EVENTS & INVOLVEMENT
In addition to providing many educational opportunities for the children of co-op members,
Kosciusko REMC also places a strong emphasis on being involved in our community.
YOU OWN IT
Through Operation Round Up, KREMC members fund a wide variety of programs to help improve the
quality of life in Kosciusko County. KREMC employees belong to a wide variety of service organizations,
and also serve on many boards and committees. This includes involvement with groups such as the
Rotary Club, Optimists Club, and Lion’s Club, for a start.
KREMC.COM
To assist with our county’s financial growth and development, employees also serve on the boards
for Warsaw/Kosciusko County Chamber of Commerce, Kosciusko Development Inc., and the
Kosciusko County Convention and Visitors Bureau.
To help area non-profits, you’ll find KREMC employees hard at work with Junior Achievement
serving Warsaw and Tippecanoe Valley Schools; Combined Community Services; Cub Scouts;
volunteer fire departments, Big Brothers/Big Sisters; and Little League, among others.
In addition to these activities, Kosciusko REMC and our sister co-ops in northern Indiana also
provide sponsorship and support for many community events.
We work with Junior Achievement to sponsor BizTown, a model town where children learn
about business and industry during a day-long field trip to Fort Wayne.
We participate in the United Way campaign every year, both at an employee level and a
corporate sponsorship level.
We sponsor “Play It Safe Family Safety Day” in conjunction with the Warsaw Fire Department.
It’s a day filled with fun, free and family-friendly activities all about safety.
We sponsor the Fort Wayne Journal-Gazette Spelling Bee presented by Touchstone Energy
Cooperatives, at both the local and regional levels.
We provide electric safety education to all area 4th graders, with safety presentations given
at every elementary school in the county.
We provide assistance to help first graders in our county visit the Fort Wayne Children’s Zoo
with a scholarship program.
We work with other Touchstone Energy cooperatives in northeast Indiana to sponsor the Fort
Wayne Komets, and conduct promotions to help educate about energy efficiency.
We work with the Builder’s Association of Kosciusko & Fulton Counties on their spring and fall
home parades.
We sponsor the Fat & Skinny Tire Bike Fest, teaching how much energy it takes to generate
electricity with our electric-generating bicycle.
We show the hazards of electricity with our Power Town display unit at area events.
We work with energy-efficiency programs in conjunction with Housing Opportunities of Warsaw.
Being involved in our community is a priority for the employees and management of Kosciusko REMC.
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OWNER’S
MANUAL
DEPOSIT PROCEDURES
To assure payment of present and future bills, Kosciusko REMC verifies the credit worthiness of potential
new members through the Online Utility Exchange, a credit reporting agency for the utility industry.
Potential deposits due on accounts are based on credit report results.
YOU OWN IT
A process has been put in place for all customers to determine if a deposit is required for your account.
If you have made a late payment (payment made on the 18th day or later after the billing date), or had
a check returned for non-sufficient funds, these are defined as infractions on your account.
KREMC.COM
Under the deposit guidelines, the following procedures apply:
• Existing Member - A deposit is required if the member is disconnected for non-payment and
has at least one other infraction (late payment or NSF check) within the past 12 months. A deposit
is required if the member has ever been involved with meter tampering or theft of electricity.
• New/Returning Member – KREMC will determine the creditworthiness of each new
applicant and determine the deposit requirement based on the following criteria: verification
of credit rating using Online Utility Exchange; the member must submit a social security
number for credit check; and the member must present government issued photo identification
in person at the KREMC office to verify their identity.
• Deposit Computation for Existing Member - A deposit of two times the average monthly
bill for the most recent calendar year will be assigned to a member disconnected for nonpayment and who has at least one other infraction. If there is not sufficient history to determine
appropriate average monthly use, the member will pay the annual base deposit.
• Deposit Computation for New/Returning Member - A deposit will be charged based on
the credit score received from Online Utility Exchange. If the assessment comes back as
“No Risk” there will be no deposit required. If the assessment comes back as “Moderate
Risk,” the deposit will be one time the average monthly bill at the service location. If the
assessment comes back as “High Risk,” the deposit will be two times the average monthly
bill at the service location, or the base deposit. If there is not sufficient history to determine
appropriate average monthly use, the member will pay the annual base deposit.
• Deposit Use – In the event a member’s service is disconnected for non-payment, their
deposit will be applied to the unpaid balance following disconnection.
• Deposit Retention – Deposits shall be retained by KREMC for 12 months. At the end of the
12-month period, the deposit will be credited to the customer’s account, provided there were
no more than two infractions during the period. If there are more than two infractions, the
deposit will be held until such time that a 12-month period elapses with no more than two
infractions. Any excess deposit amounts will be refunded to the customer after their final bill.
Interest will not be accrued on any deposit.
• Recordkeeping – KREMC will maintain a record of each deposit, including the following
information: customer name and address; deposit amount and date; and a record of each
transaction affecting the deposit. KREMC does not keep a physical copy of the member
credit report.
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Rev. 110110
OWNER’S
MANUAL
READING YOUR ELECTRIC METER
YOU OWN IT
Keeping your electric costs as low as possible is a top priority at Kosciusko REMC. One of the
many ways that we keep costs in line is by having members read their own meters every month.
This eliminates the need to hire meter readers, along with having to pay for all the added costs of
salaries, vehicles, and employee benefits. The result is an overall savings for the co-op, which
means lower costs for you.
KREMC.COM
Every month you receive a combination bill and meter reading statement. On the payment stub,
you will find a place to record your meter reading. At or about the same time each month, record
your meter reading on the stub, and return it with your payment; OR, you can call in your reading
to a customer service representative. Another option to report your meter reading is via the
www.kremc.com website. Click on “Report Your Meter Reading” and complete the information
there. No matter what method you choose to report your meter reading, please complete and return
the information within 17 days of the date of your bill.
Reading your meter is just like reading the mileage on your car’s dashboard. To read your electric
meter, please do the following:
• Check the meter number shown on your statement against the number on your meter to
ensure you are reading the correct unit.
• Write down the reading on your payment stub, just as it appears on the meter. If there are
four numerals, mark them exactly as the meter shows. If it’s a five digit number, mark all five
numbers exactly as they are displayed on the meter, including the fixed “0” if there is one.
Please remember that it is important to read your meter at or about the same time each month to
ensure that you’re paying for a 30-day usage period. If a reading is not turned in, our computer will
estimate your bill every other month, and during alternating months, a KREMC service technician
will come to read your meter. If a meter reading is done by a KREMC employee, you will pay an
extra meter reading charge on your monthly bill. YOU CAN AVOID THIS CHARGE BY SUBMITTING
METER READINGS AT THE SAME TIME EACH MONTH!
In addition to your monthly meter readings, once per year KREMC service technicians will visit
your service location to obtain a meter reading.
If you have questions about how to read your meter, please contact one of our customer service
representatives at 574-267-6331 or 1-800-790-7362. Meter reading calendar reminder stickers
are available to help you remember to read your meter. These are available at the KREMC office
during regular billing hours, or they can be mailed to our members.
Continued on next page.
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Rev. 110110
OWNER’S
MANUAL
YOU OWN IT
READING YOUR ELECTRIC METER (cont.)
KREMC.COM
Record all numbers that are visible on your electric
meter, and report the reading to KREMC within 17 days
of receiving your bill.
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Rev. 110110
OWNER’S
MANUAL
ESTIMATED BILLS
When you do not turn in your meter reading on time, your energy usage is estimated.
YOU OWN IT
When this happens, KREMC has to make the closest estimate of your usage as possible, based
on how much electricity you have used in the past. If your bill is ever estimated, it will be noted on
your bill.
KREMC.COM
It’s important to note that if your bill is estimated, the kWh usage chart on your monthly bill will not
reflect accurate usage.
An estimated bill means that we take your previous three months of usage, total that amount then
divide by three to determine an average usage amount. That average usage number serves as
the actual usage on your next bill.
If your next reading is done on time, then your usage will balance out. Your bill will be adjusted
automatically if your estimate was too high or low. You will only pay for electricity you actually
used, measured by actual meter readings.
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Rev. 110110
OWNER’S
MANUAL
YOU OWN IT
HOW TO READ YOUR BILL
KREMC.COM
See descriptions on the next page.
Rev. 071410
24
OWNER’S
MANUAL
HOW TO READ YOUR BILL (cont.)
1. This is your unique account number.
2. Your rate code. This determines the price per kilowatt hour and any other service charges.
This is based on whether you are a Residential and Farm, Large Power, Commercial-Single
Phase; Commercial-Three Phase, Security Lighting, Large Power, Envirowatts, or Industrial
member. See the rate descriptions listed below in # 21.
YOU OWN IT
3. Your service address. This is where the power is used and may differ from your billing
address in # 22.
KREMC.COM
4. This box notes if you are on a budget billing or draft account. It will note the draft schedule
date that your payment will be deducted from your designated payment source.
5. Service period that the bill reflects. These are the days that you are being billed for.
6. This is the code description for your meter reading. This denotes whether your meter reading
was a regular reading, an estimated reading, or your meter was changed. See the code
descriptions listed below in #21.
7. This reflects the meter readings from the most recent prior bill to the current meter reading.
8. The multiplier reflects a calculation code for co-op purposes.
9. This is the number of kilowatt hours in the billing cycle that you are being charged for using.
10. These are various charges associated with your bill, including:
a. This is a charge for security lights.
b. This is the charge you are assessed if a meter reading is not provided. See more information
on page 21, titled “Reading Your Electric Meter.”
c. This is the total amount due on your account for the month.
d. This notes your most recent prior payment.
e. This is the amount being rounded up and contributed to the Operation Round Up program.
See more information on page 8 titled “Our Community Commitment.”
f. This is the total amount due on your account, including your Operation Round Up donation.
11. This is the date your bill was issued.
12. This is the date your payment is due.
13. This is the number of your meter which serves this account.
14. This is the amount of your bill if it is paid late and a penalty is incurred.
15. This is the penalty amount assessed if you pay late.
16. This is the internet password for your account if you choose to pay your bill online, or if you
want to review your account. If you have already set up an online password and user name,
this will no longer appear on your bill.
17. This is the total amount currently due on your bill.
18. This chart provides comparisons between your current billing statement, your prior billing
statement, and a billing statement from one year prior.
19. This area tells you about current KREMC news and information. It also tells you when your meter
reading is due. This is the same date as your billing due date.
20. This graph reflects the usage on your account each month. However, because you are billed in
arrears, the month noted actually reflects the usage from the prior month. For example, the
January bar actually represents December’s usage.
21. This box contains the rate descriptions for your account that are referenced above in #2, and the
meter reading code descriptions that are referenced above in #6.
22. The entire lower section of your bill is the payment stub which should be returned with your payment.
23. This box is a summary of the information listed on your bill.
24. This area is where you record your meter reading when sending it in with your payment.
Rev. 071410
25
OWNER’S
MANUAL
BILL INQUIRIES
If you feel that there is an error in the calculation of your electric bill, please contact the KREMC
business office and request that the billing be verified. Please remember that your bill reflects
usage for the prior month and service charges for the current month. For example, in August, you
will be paying for your July usage and August service charges.
YOU OWN IT
STEPS TO UNDERSTANDING YOUR BILL
KREMC.COM
Here are some steps to help you understand why your bill may be higher than you anticipated.
These steps are listed in order of importance, based upon actual experience in answering customer
questions about high bills. Those at the bottom of the list are seldom the cause of high bill issues. By
answering these questions, you will gain a better understanding of the usage of electricity in your home.
1. ACCURATE HISTORY - What have the bills been historically for your home? Get an accurate
kilowatt hour history for the account, for the last 12 months if possible. Ask Kosciusko REMC for
help if needed.
2. TRUE ELECTRICITY BILL - Check to be sure this is just an electric bill. Are there other charges
beyond electric service? Have arrears been added to the total? Are there miscellaneous charges
added to the bill? Are there any security light charges? How about returned check charges, penalty
charges, etc.? Or, is this an estimated bill because you didn’t submit your meter reading?
3. DAYS OF USAGE - Check days of usage. Is the number of days greater than other months in
question because of not submitting your meter reading at the same time of the month? Is your
daily average usage significantly different from other months in question?
4. COMPARE WINTER TO SUMMER - Check the kilowatt-hours total by month. Based on your
historical usage, are the winter months or summer months higher?
5. LIST YOUR APPLIANCES - Make a list of appliances in the home. This list can be important to
you because most customers believe each appliance uses the same amount of electricity, which is
not true. That's the reason people tend to say, “There's no way I can use this much electricity!"
Continued on next page.
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Rev. 110110
OWNER’S
MANUAL
BILL INQUIRIES (cont.)
6. EXAMINE THE LIST - Examine the list of your appliances in this order (based upon greatest usage),
and do the math on how much electricity you may have actually used over the course of a month:*
Electric Heat in Winter
Central furnace @ 20 kWh per hour = $1.60 per hour
Portable heater @ 1.5 kWh per hour = 17 cents per hour
YOU OWN IT
Heat Pump
KREMC.COM
For heating @ 6.2 kWh per hour = 49 cents per hour
For cooling @ 4.5 kWh per hour = 36 cents per hour
Air Conditioner
Window unit @ 2.5 kWh per hour = 20 cents per hour
Central unit @ 4.5 kWh per hour = 36 cents per hour
Electric Water Heater
4 people using 400 kWh per month = $32.00 per month
Well Pump
1 kWh per hour/running = 8 cents per hour
Freezer
200 kWh per month = $16 per month
Refrigerator
180 kWh per month = $14.40 per month
Dryer
100 kWh per month = $8 per month
Fan on Gas Furnace
30 kWh per month = $2.40 per month
*For measurement purposes, the cost of 1 kWh is priced at .08. This price is used as an example
only. Check your electric bill for the current cost of each kWh.
7. "I WAS GONE HALF THE MONTH." – If this is the scenario for why you think your bill is high,
it is unnecessary to go any further beyond the list of appliances noted above. All other appliances
in normal usage will contribute very little to a monthly bill. Many customers do not realize that
lights, TV, radio, and etc. amount to only about $4 a month on their bill.
8. WERE THE FREEZER AND REFRIGERATOR LEFT ON? - If you were away from home, did
you have the freezer and refrigerator emptied and turned off? Most of us will not leave the TV and
lights on when we are away from home, but the refrigeration units are normally left on, as is the
water heater. Despite being out of the house, these appliances continue to operate in your absence,
unless you take steps to shut them off.
9. THE METER MEASURES ENERGY USAGE - Remember that a short in the wiring of an appliance
will cause the electric meter to turn. There is no such thing as a "creeping" meter. If it moves, something
in the house is using electricity. Meters are generally not the culprit for high bills, and should not be
blamed for “running too fast.” It is seldom the cause, but is often blamed. Less than 2 out of 1,000
meters are wrong when they are tested. Most old meters, if they have any issues, will most likely
run slow. KREMC will provide one meter test at no charge. If a second meter test is requested
within 36 months, there will be a $95 charge for the test. It makes sense to be knowledgeable about
what your electric usage is before you call for meter testing.
10. WHEN TO TEST A METER - Look for a culprit appliance in your home. After this exercise, if you
have not found a cause, then call for a meter test. Meter tests are most helpful when they are done
as a last resort instead of first. Your KREMC Energy Advisor or customer service representative can
explain this to you.
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Rev. 110110
OWNER’S
MANUAL
FEES & CHARGES
Kosciusko REMC has established its member fees and charges based on the reasonable and customary
standard for our industry and local area. All fees listed are subject to change at the discretion of the Board
of Directors of Kosciusko REMC, in accordance with the cooperative by-laws.
YOU OWN IT
MEMBERSHIP FEE – Because we operate as a cooperative business, each applicant becomes
a member-owner by paying this fee when you apply for service. Fees are subject to change at the
discretion of the Board of Directors of Kosciusko REMC, in accordance with cooperative by-laws.
KREMC.COM
SERVICE CHARGE – A monthly service charge is required to cover the costs of the cooperative
doing business. This charge goes to cover the costs of employee salaries, benefits, office supplies,
the costs of sending monthly bills, plus poles, wires, transformers and other costs associated with
the day-to-day operation of the cooperative.
LATE PAYMENT FEE - Accounts not paid by the due date are subject to penalty fees.
METER TEST FEE – The cooperative will endeavor to maintain the efficiency of its meters within
allowable accuracy. KREMC will make a test of accuracy of registration of a meter upon a written
request of a member at no charge. If a second request for testing is made within the next 36
months and no error is found, or any error is within allowable accuracies (plus or minus 2%), then
the member may be charged a fee. Contact the co-op for more information.
TRIP CHARGE/COLLECTION FEE – Required when Kosciusko REMC personnel visit the service
location to collect a past due bill, because of broken arrangements, or returned checks.
RECONNECTION CHARGE – Required when service is disconnected and reconnection is made
after 3 p.m., Monday-Friday, to investigate service or outage problems which are not related to
Kosciusko REMC’s equipment or facilities. When service is conducted after regular working
hours, on weekends and holidays, additional overtime charges will apply.
TROUBLE CALL – Charged when service personnel are dispatched to the service location during
regular hours, 8 a.m.to 5 p.m., Monday through Friday, to investigate service or outage problems
which are not related to Kosciusko REMC’s equipment or facilities. When service is conducted after
regular working hours, on weekends and holidays, additional overtime charges will apply.
RETURNED CHECK FEE – Charged to member accounts when a check is returned to KREMC
because it was not honored by the bank from which it was drawn. On the second occurrence of a
returned check, the account will be considered a credit risk to the cooperative. This will require that
the member pay their bills by cash, money order, or credit card for a 12-month period to re-establish
satisfactory credit, unless other arrangements are required for the account.
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Rev. 110110
OWNER’S
MANUAL
EASY WAYS TO PAY
When you enroll in Kosciusko REMC’s Easy Pay programs, you can free yourself from the
monthly chore of bill paying, yet still be assured that your electric bill will be paid on time. And
you’ll still receive the reliable service you expect from Kosciusko REMC.
YOU OWN IT
Just have your monthly KREMC bill automatically deducted from your checking or savings account,
or charge your bill to a major credit card, and you’ll never have to worry about late fees. We accept
the following credit cards:
KREMC.COM
• Visa
• MasterCard
• Discover
Please remember, however, that it is still your responsibility to continue to call or send in
your meter reading every month.
Once you are enrolled in the “Easy Pay” plan, we’ll withdraw payments or charge payments to your
account one to three days prior to the due date on your bill. There is no charge for this service from
KREMC.
Getting started is easy. Just fill out the appropriate forms that are provided with this Owner’s Manual.
You’ll still receive a bill outlining the amount you owe each month, and the bill will show the date the
money will be charge to or deducted from your payment account.
Make your life a little easier by signing up for Easy Pay!
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Rev. 110110
OWNER’S
MANUAL
E-BILLING
You can go green and save green by signing up for E-Billing from KREMC. By opting to receive
your monthly statements electronically, you’ll save on paper, postage and time. The e-bill will look
exactly like a paper bill, and will come in a .PDF document file that you open with Adobe Reader.
YOU OWN IT
To sign up for E-billing, either call the KREMC office at (574) 267-6331 or 1-800-790-7362, visit
the co-op, or sign up via the KREMC website at www.kremc.com, and click on “Your account.”
You must have a valid e-mail address and a valid telephone number to enroll in the program.
KREMC.COM
Once you sign up for E-billing, you will begin to receive an e-mail each month when your billing
statement is ready to view online. By clicking on the link within the email, you will be able to view
your statement, and have the option to pay online. You can also sign up for the Easy Pay bill payment
plan, and have your payment drafted from your bank account, Visa, MasterCard or Discover card
automatically each month.
If your E-mail address changes, it is your responsibility to notify KREMC of the change so that
you can continue to receive notifications. All other policies, collections, penalties or fees of
Kosciusko REMC will remain the same as if a paper bill had been mailed.
And to simplify your bill paying even more, sign up for both E-Billing and Easy Pay. You’ll receive
your statement electronically every month, and can pay your statement electronically, as well.
For more information, contact a KREMC customer service representative.
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Rev. 110110
OWNER’S
MANUAL
BUDGET BILLING
YOU OWN IT
Need a little balance in your monthly budget? If you’ve been a KREMC member for at least six
months, then you’re eligible to sign up for KREMC’s Budget Billing.
KREMC.COM
Your 12-month budget amount is determined by the average monthly usage for your service location.
At the end of the 12-month cycle, in your review month, your account will be adjusted according to
the current budget amount, plus or minus the debit or credit amount from the previous year. During
the 12th month, the account is reviewed and any debits or credits on the account are rolled over to
the budget for the following year. Any credits will be applied to the budget balance, which could result
in a credit balance for a period of time.
It is important for you to periodically review your account to avoid surprises should your usage exceed the
budgeted amount. Check your usage amount to make sure it is in line with the estimated usage amount.
If for some reason your account should become delinquent, your participation in this program will
be terminated.
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Rev. 110110
OWNER’S
MANUAL
METER TAMPERING
YOU OWN IT
When energy theft occurs, other co-op members must pay for the energy used. If you suspect
someone of stealing electricity, please report the activity by calling one of Kosciusko REMC’s
service representatives. You may remain anonymous. Under Indiana law, there are consequences
for energy theft that can include fines and time in prison.
KREMC.COM
Meter tampering, or any other method of current diversion used by a member for the purpose of
receiving unmetered electric service is illegal, and the offender will be prosecuted to the fullest
extent of the law.
Energy theft is an ever-increasing problem, and every year costs our members more money.
Kosciusko REMC will exercise its rights to protect the fiscal interests of members through prosecution
of energy theft offenders. In addition, meter tampering and theft causes safety hazards for members,
as well as for KREMC employees.
Kosciusko REMC will investigate any complaints where members are alleged to have tampered
with meters, and/or any other equipment or property belonging to Kosciusko REMC, for the purpose
of receiving electric service illegally.
If conclusive proof of current diversion is obtained, service to the member will be discontinued immediately,
and legal action will be initiated.
To report any suspected energy theft activity, please call the co-op at 574-267-6331 or 1-800-790-7362.
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Rev. 110110
OWNER’S
MANUAL
IN CASE OF AN OUTAGE
Outages don’t happen often but when they do, you should know the correct procedure for reporting
an electrical outage to Kosciusko REMC.
YOU OWN IT
If your service is interrupted, the first thing to do is check your fuses or breakers to make sure the
problem is not your own.
KREMC.COM
Next, check to see if your neighbors have service. This gives KREMC some idea of the extent of
the outage. Get your bill and have your account number in hand to give the person who answers
the phone.
Then call KREMC and report the trouble. Report your outage by calling the co-op at (574) 267-6331
or 1-800-790-7362.
When reporting the outage, please provide the name that the service is in (name which appears
on the bill) and the account number. This enables KREMC to locate you quickly.
If you have any information about the cause of the outage (tree or limb on the line, broken pole,
etc.) please tell the customer service representative. This will also speed up the restoration of
your service.
Be patient. Your service will be restored as soon as possible. Line outages will be repaired first, followed by individual locations.
33
Rev. 110110
OWNER’S
MANUAL
REPAIRS & RESPONSIBILITIES
Storms can cause significant damage to power lines.
YOU OWN IT
Heavy winds and falling trees can bring down power lines and result in loss of electricity until repairs
can be made. Many times the damage has been at the member’s residence, and not on Kosciusko
REMC power lines. We receive many phone calls about who is responsible for repairs in order for
service to be restored. The information below will explain responsibility and what steps need to be
taken to maintain safety until power is restored.
KREMC.COM
• Avoid contact with any power line, whether or not it is an insulated or an uninsulated power
line, service cable or part of your electrical facilities. Make a visual inspection only from a
safe distance.
• Even if you still have electric power, a dangerous situation may still exist. If the electric service
line from the transformer or utility pole appears to be lower than it was before the storm, it is
loose at the house, or there is a limb on the wires, please call Kosciusko REMC at 267-6331
or 1-800-790-7362 to report the problem. Kosciusko REMC employees will discuss what
measures to take if the problem is the member’s responsibility, or they will dispatch a crew to
repair KREMC equipment.
• The following items are the responsibility of the member: weatherhead, conduit or riser
pipe, wires in conduit from the weather head, meter base, wires in the meter base leading to
the fuse or circuit breaker panel, ground rod and clamps. Any repairs to these items are the
customer’s responsibility. Repairs must be made by a qualified electrician.
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SURGE PROTECTORS
YOU OWN IT
Do you need a surge protector for your DVD player or home computer? Almost all homes have
equipment that is very susceptible to damage from high voltage caused by lightning. Televisions,
computers, DVD players, microwave ovens and telephones are some of the items that are most
frequently damaged when lightning strikes.
KREMC.COM
We are often asked “What could we have done to protect our appliances?” Surge protection devices
are your best protection, but beware, because not all devices will perform the same under extreme
conditions. Here are a few simple guidelines to follow when selecting a good surge protector.
• The device should have an UL-listing as a transient voltage surge suppressor, or TVSS. Either
the words or initials should be shown next to the UL label. You should see the word “listed”.
• Also shown next to this label is a clamping voltage, which could be in the range of 300-600
volts. This rating indicates how much voltage the device will allow before the protection
device operates. The lowest UL rating is 330 volts. While the rating may actually be lower,
UL does not list categories less than 330 volts. If your device lists anything less than this, it
is an inadequate amount of protection.
• There should be a current limiting device built into the unit, such as a breaker or fuse. It is
possible that overloads to the device could result in a fire hazard. The fuse should
disconnect the device before that occurs.
• The device should have an indicating feature such as a light or audible alarm to let the user
know if the protector has been damaged and is not providing the protection it has been
designed for. The light is a minimum, but often these devices are plugged into corners or
behind furniture, which makes it difficult to monitor.
• Surge protection devices should be installed on all cable and wires entering the home.
Electrical, cable TV, telephone, radio antennas, and satellite dish wires are the paths that
lightning will travel most often, causing damage to expensive equipment.
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BE PREPARED FOR OUTAGES
Kosciusko REMC employees work very hard to ensure the reliability of our system for our members.
We want to provide you with the power you want when you want it. However, sometimes there are
outages that occur as a result of accidents, animals, or nature. Ice storms, blizzards, tornados, high
winds and other weather phenomena that naturally impact Indiana can cause power outages to occur.
YOU OWN IT
When you do experience an outage, Kosciusko REMC advises our members to always be prepared,
and urges members to do the following, taking actions appropriate for the weather conditions:
KREMC.COM
• Contact Kosciusko REMC to make sure your outage has been reported. Call the co-op at
(574) 267-6331 or (800) 790-7362 to report your outage.
• If there is a small child in the home, or you have family members with medical conditions
that require special care, be sure to have a back-up plan to go to another location that has
electricity when there is a prolonged outage.
• Always keep a battery-powered radio or TV, flashlights, and a supply of fresh batteries available.
• Know where to find extra blankets.
• Fill spare containers with water for washing, and keep a supply of bottled drinking water on hand.
• Keep a supply of non-perishable food items, along with a manual can opener.
• During an outage, switch off lights and appliances to prevent overloading circuits and
damaging appliances when power is restored. Leave one lamp or switch on as a signal for
when your power returns.
• In winter, to prevent water pipes from freezing, keep faucets turned on slightly so that water
drips from the tap.
• Never use a charcoal grill to cook or heat with inside the home. Charcoal grills give off
deadly carbon monoxide gas. Grills should be used only outdoors.
• Assemble a disaster supply kit that includes needed items ahead of time. Include a first aid
kit, any prescription medicines, and any special items needed for infant, elderly or disabled
family members.
• In winter, maintain body warmth by staying inside and dressing in warm, layered clothing.
• Close off unneeded rooms.
• If using an alternative heat source, follow operating instructions, use fire safeguards and be
sure to properly ventilate.
• Stuff towels and rags underneath doors to keep heat in.
• Cover windows at night.
• Eat. Food provides the body with energy to generate its own heat.
• Drink plenty of fluids to stay hydrated.
• In winter, move around to keep warm, but not enough to perspire. Perspiration causes the
body to lose fluids which could potentially lead to dehydration.
• If you use a standby generator, make sure it has a transfer safety switch or double throw
disconnect switch before you operate it. This prevents electricity from traveling back through
the power lines, or what is known as “back feed.” Back feed creates danger for anyone near
power lines, particularly crews working to restore power.
Most importantly, KREMC reminds members to treat all downed and hanging lines as if
they are active electric lines: stay away, and warn others to stay away, and immediately
contact KREMC.
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OWNER’S
MANUAL
DEALING WITH FLOODS & ELECTRICITY
Floodwaters are very destructive, but when they come in contact with electricity, they can be deadly.
YOU OWN IT
That’s why KREMC members need to be extremely careful when entering flooded areas or working
with electric appliances or other devices. Kosciusko REMC offers this advice for dealing with flooding
and electricity once floodwaters recede:
KREMC.COM
• Do not step into a flooded basement or any other room where floodwaters may be in contact
with electrical wall outlets, appliances or power cords, because of the risk for electrocution
(and because the floodwater may be contaminated by sewage or chemicals).
• If you cannot reach your circuit breaker box without standing in floodwater, do not attempt to
turn the power off. Instead, call KREMC and ask to disconnect power at your meter.
• Stay away from downed power lines, even if they appear to be dead. Report them to
KREMC or local fire department.
• Do not use any electrical equipment or touch wires or switches when you’re standing in
water or wet areas. Keep all electrical equipment at least 10 feet away from wet areas.
• If you’ve been forced to evacuate your home, stay out until local authorities tell you that it’s
safe to return. When you do enter your home, be very careful, because objects will have
moved around, the floors are likely to be slippery, and there may been hidden damage to
floors and walls.
After the flooding has ended, KREMC urges you to continue to be careful with any electrical
equipment that has been in contact with the floodwaters
• Replace any circuit breakers that have been submerged.
• Have an electrician check any appliances that have been in contact with water before you
test or use it. Otherwise, you may receive a serious shock or burn out any motors or similar
components.
• Any insulated appliances, such as refrigerators and ovens, should have the insulation replaced
if it became wet in the flood.
• Toasters and other appliances used to prepare food should be dried completely. Then
thoroughly clean and disinfect all the parts that come in contact with food, and allow them to
dry again before using them.
Special care should also be taken with gas furnaces or stoves, wood stoves, and any other devices
that use combustion. If you smell natural gas, leave your home and contact your gas utility. Do not
attempt to use your gas furnace or stove until it has been inspected by a service professional. Be
sure that other devices that use combustion are also inspected to ensure that they are not releasing
any deadly carbon monoxide gas into your home. Carbon monoxide is colorless and odorless, so
be sure to have equipment checked by a trained professional.
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BE PREPARED FOR WINTER STORMS
Electricity - you don’t realize how much you rely on it until it isn’t available. When a winter storm
shocked Kosciusko County on December 19-22, 2008, it caused the largest power outage experienced
by Kosciusko REMC members and employees since 2002. The storm took many people by surprise,
and they weren’t prepared for the consequences of a power outage of this magnitude.
YOU OWN IT
Lessons can be learned from this storm, and hopefully these lessons will help everyone be better
prepared for a major weather event that impacts electrical service.
KREMC.COM
Listed below are some critical issues that everyone needs to address to be prepared for possible
outages caused by winter storms:
• Make sure your contact information on file at the co-op is correct.
Do we have the right phone number to reach you? Do we have your cell phone number? Do we
have an emergency contact number? As we attempted to reach members to verify power
restoration issues during the storm, we quickly learned that many of the numbers we have on file
in our system are no longer correct. For safety reasons, it is vital that we have correct contact
information for our members. We strongly urge you to keep your contact information updated.
• Be prepared for outages, especially if you have special needs individuals in your household.
Do you have a supply kit with items needed for the care of a special needs individual, such
as infants, elderly, or disabled family members? Is special food needed? Do you have a
supply of prescription medication available? Do you have a reserve supply of diapers, wipes
and formula? You should always have a back-up supply of necessities available. If there is
an individual in the household who relies on electricity for oxygen or other medical
equipment, be sure to have a back-up generator available. If it appears an outage could last
for several days, make sure you have an alternate arrangement made for the temporary
care and housing of special needs individuals.
• Have an emergency outage kit available.
Some key items will help make you more comfortable for the duration of the outage. Do you have
a battery-powered radio or TV available? This will keep you in touch with outage status and
weather news that could impact you. Do you have a supply of non-perishable food, a manual can
opener, and bottled water? It is important to eat during a winter power outage to help your body
generate energy, which generates body heat. Have a supply of bottled water, and drink it regularly
to avoid dehydration in both summer and winter. Have a first aid kit, a flashlight and supply of
batteries, know where to find extra blankets, and layer your clothing. Keeping your head covered
will help you maintain internal body heat during winter storms, so wear a hat.
• Once your outage has been reported, please refrain from calling in multiple times to check
on when your power will be restored. Instead tune into local radio stations for updates.
The volume of calls coming in to KREMC’s call center when power outages of December
2008 magnitude occur can be enormous. Many people had trouble getting through because
of the sheer volume of calls. CSRs reported taking numerous calls from some members
who were anxious to learn when their power would be restored. To help lower call volume,
and allow more people to get through to report their outages, the co-op would appreciate it if
you do not call more than once to report or check on an outage. Once reported, we have a
record of the outage. Media updates will be sent to radio stations WRSW 107.3 FM, Willie
103.5 FM, WLZQ Q-101 FM, and WIOE 98.3 FM on a regular basis to keep members
apprised of the outage situation.
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YOU OWN IT
BE PREPARED FOR WINTER STORMS (cont.)
KREMC.COM
• Please refrain from following line crews as they work on restoring outages.
Co-op employees know that all members are anxious to have their power restored as soon
as possible, and we make every attempt to do just that. However, following line crews to
attempt to get them to speed up their efforts can actually cause a delay in the repair
process. Because of the way the electric grid is structured, even though a work crew may be
near a home, it may not be able to do a repair because the home is on a different circuit.
Operations staff at the co-op work hard on routing line crews in the most efficient, expedient
manner possible. There also may be safety considerations if the crews are dealing with
downed power lines. For your own safety, and the safety of KREMC employees, please stay
away from work crews as they work on repairs.
• Know what your responsibilities are, and what responsibilities belong to the co-op,
for power restoration.
KREMC is responsible for the line to your home or business, up to the point of entry to the
house. The point of entry into the house, however, is the customer’s responsibility. If a
branch should fall and break the apparatus by which a power line connects to the house,
KREMC will roll up the fallen cable, but the member must hire an electrician to replace the
entrance apparatus before the line can be reconnected by the co-op linemen. By being
aware of this, a member can take steps to get an electrician to their home for the appropriate
repairs so power can be restored.
• Do not enter substations; do not touch transformers, meter points, downed lines or
circuits; do not attempt to trim trees around power lines.
All of these situations can present dangerous situations which could result in death. Please
leave all of these areas alone. Co-op linemen will get to repairs as soon as possible. It is not
worth risking your life to attempt to solve an electrical outage on your own.
• When using a generator, please exercise caution to avoid back feed onto co-op lines.
Using a generator can cause back feed onto electric lines. This can result in danger for
linemen working on lines to restore power. Investing in a generator transfer switch is the
best way to provide emergency power to your property. With a transfer switch, extension
cords are not needed since power is provided to the existing outlets. A transfer switch also
provides safety to your family, and to KREMC linemen, by disconnecting your wiring from
the power grid. Consult with your electrician about installing a switch.
• When power outages occur, please know that the co-op is doing everything possible
to restore power as quickly as possible to all members.
Providing reliable, affordable service to you is our top priority. We continue to work on
improvements to make the KREMC system as highly efficient as possible, and to provide
you with consistent service. However, during storms that impact the entire county, we
appreciate the patience of our members as we work to restore outages. Our order of
restoration is as follows, and is designed to get service back to as many members as
possible, as quickly as possible:
• KREMC substations
• Three-phase power lines
• Single-phase power lines
• Individual locations
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A power restoration refresher
Whenever the electricity goes out, we’ve come to expect service will
be restored within a few hours at most. But when a major ice storm
or tornadoes cause widespread damage, longer outages cannot be
helped. Line crews work long, hard hours restoring service, but it’s
a task that needs to be done methodically to be done safely.
Here’s a refresher course, reprinted from a few years ago, on
how electric cooperatives go about the task of restoring service.
Every co-op follows a basic principle when it comes to restoring power: priority goes to the lines that will get the most people
back in service the quickest. This usually begins with main lines
and continues out to tap lines and then to individual service lines.
Exceptions are made for people on life-supporting medical
equipment. Notify your co-op immediately if someone in your family
uses such equipment, and always have a backup generator ready.
A major storm has just hit the countryside. Here’s a simplified look at how your
electric co-op typically goes about the task of restoring electric service.
Transmission lines
Repairs
start here
Step 1: The substation in this case is
energized. But a main distribution line
nearby is damaged, leaving most
consumers in this area without power.
All repairs start with the main line.
A large number of consumers
(shown with orange arrows)
will have power returned
once the main line is
fixed. All other repairs
would be useless any
way since this line
feeds the others.
Substation
red), the line crew can now isolate other
damage and prioritize repairs. Though a
couple of repairs were closer, fixing the
line that serves this subdivision down
the road will get a larger number of
consumers on more quickly.
down the road to fix
this tap line will
restore electricity
to these three
arrowed
homes.
Location of damage
1
One stop and an
entire subdivision
is back in power.
Step 2: With the main line fixed (now shown in
2
Back down the road, the
crew makes one repair
and restores power to
this stretch of line.
Step 3: Moving back
Energized power lines
Un-energized power lines
3
This repair restores
power to these
homes and farm.
Step 4: Another tap line serving a
number of homes and the farm on the
hill is next on the list.
By now, the folks in the blue
house probably are wondering what gives. They see
lights in homes of their
neighbors; they’ve
seen the crew going
by and working
across the road.
And still they
have no power!
4
Step 5: Electricity is coming to the
pole outside the blue home (that
happened with the first repair in
Step 1), but the service line from the
pole to the meter on the blue home is
damaged. Repairs like these to
individual homes come after all other
larger fixes. Line crews prioritize
this way because it’s not fair to
other consumers for a crew to
spend an hour fixing one
outage, when the crew
can move down the road
and restore power to
dozens of homes in the
same amount of time.
Individual repairs
begin once all other
lines are repaired.
5
Electric Consumer graphic by Richard G. Biever
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OWNER’S
MANUAL
SYSTEM UPGRADES & IMPROVEMENTS
To accommodate the needs of our members, Kosciusko REMC has policies for the extension and
modification of distribution lines and services. For more information on these policies, feel free to
contact the cooperative. Our Engineering & Operations staff will work with you on an individual basis.
YOU OWN IT
Cooperative Responsibilities
KREMC.COM
The responsibilities of KREMC include engineering and construction, and system selection and
routing. When a member applies for service, the co-op will be responsible for constructing, owning,
operating and maintaining the necessary electrical facilities for delivering service to a specific delivery
point. This is normally the consumer’s meter for underground service, or weatherhead for overhead
service, except for any portions of the work that are determined to be the responsibility of the consumer,
or which the consumer has agreed to install, own and maintain.
The cooperative reserves the right to determine the routes of its lines and services, and reserves
the right to determine the location of all delivery points and meter locations. Underground electric
lines and services will be installed to serve a consumer when, in the opinion of the cooperative,
the installation is determined to be technologically and economically feasible. The decision on
whether the lines will be installed overhead or underground will be made by KREMC.
Consumer Responsibilities
A consumer who needs system upgrades and improvements must begin the process by applying
for electric service, and requesting either overhead or underground service. The consumer must
furnish KREMC with estimated electrical loads, a plat of the area showing the locations of lot
lines; streets; utility easements; gas, water, and sewer lines; building layouts; and streams and
buried objects.
The consumer must furnish easements; assume trench route responsibility; protect landscaping;
furnish conduit; furnish conductor and lugs; and furnish space for metering, transformers, and
guards. A complete description of the consumer’s responsibilities is available from KREMC.
Line Extension
The cooperative’s intent, when justified by estimated revenue, is to extend its lines and to provide
necessary facilities to serve the consumer at a single delivery point, without requiring an aid to
construction.
However, when the necessary expenditures to make connection to an applicant or service is not
warranted by the cooperative’s estimate of prospective revenues from the line, or when the permanence
of the load is questionable, the cooperative will require the applicant to make an aid to construction to
cover a portion of the co-op’s expense of extending its facilities, and for furnishing and installation of
the necessary equipment to supply electric service to the member. The aid to construction is required
before construction is started.
For more information on line extension and aid to construction policies, please contact KREMC.
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MANUAL
TOUCHSTONE ENERGY HOME PROGRAM
YOU OWN IT
The Touchstone Energy home program was developed by electric cooperatives in southern Indiana
in 2004. The co-ops worked with home builders and home energy raters to develop a set of building
standards that would meet the 2004 International Energy Conservation Code criteria. More than
100 homes were built on southern Indiana cooperative power lines between 2004 and 2008. These
standards were designed to reduce the homeowner’s home energy costs, give the homeowner a
one year heating and cooling cost guarantee, increase the member’s home comfort level, and meet
the U.S. Department of Energy’s “Energy Star” home requirements.
KREMC.COM
Northern Indiana electric cooperatives, including Kosciusko REMC, also adopted these building
standards, and many home owners are turning to their electric cooperatives to get assistance in
making their homes as energy efficient as possible.
The benefits of building a Touchstone Energy home are numerous for the homeowner. By building
to the standards set by KREMC, the homeowner may qualify for energy-efficient mortgages. This
could result in potentially larger loan amounts and stretched debt-to-income ratios due to improved
monthly cash flow (for example, a $5/month extra mortgage could equal a $35 or more drop in
monthly utility bills). The return on investment is also better than for homes not built to standards.
The homeowner will also enjoy lower energy bills and increased comfort.
A Touchstone Energy® Home features:
• R-19 total wall insulation and R-42 ceiling insulation
• Attic ventilation
• Conditioned crawl space with perimeter R-10 insulation
• House-wide moisture control and water management
• Double pane, Low-E windows
• Metal insulated exterior doors
• Infiltration control to help prevent air leaks
• Externally-vented exhaust systems in bathroom and kitchen
• Exterior house wrap
• Heating & cooling ducts located in conditioned space
• Ultra energy-efficient electric water heating
• High-efficiency electric heat pump or geothermal unit
Touchstone Energy® Home Owner Benefits:
• Lower energy bills
• Increased comfort
• Higher home resale value
• Pride in owning an energy-efficient Touchstone Energy Home
For more information on building a Touchstone Energy Home, contact KREMC Energy Advisor
Carol Presley at (574) 267-6331.
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MANUAL
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OWNER’S
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