Billing

HPUC employees or representatives have the right of access at all reasonable times to all HPUC-owned equipment on a customer's property. The HPUC may access the premises of the customer for purpose of reading meters, testing, installing maintaining, repairing, removing, replacing, using, or exchanging HPUC-owned equipment that is used to supply and deliver utility service to the customer. The HPUC has the right of way, right of access and easements necessary to serve the customer at no cost to the HPUC. (back to top)

After Hours Disconnects

If a customer calls the HPUC after regular business hours requesting a reconnect, the customer must pay an additional surcharge if utilities are reconnected. (back to top)

Application For Service

Application must be made for electric, water, steam, or gas utility services. Applicants must come in person to the HPUC Administration Building to apply for service. Applications will not be accepted over the phone.

An application for service form is completed and signed by the applicant. A picture ID is required. HPUC office staff will verify the ID. HPUC office staff does a credit check based on the applicant's name or social security number. An applicant must pay past due amounts owed to the HPUC before the account can be opened. If applicable, a meter deposit must be paid.
(see Meter Deposit Policy) (back to top)

Billing Errors

On occasion, a customer may be overcharged or undercharged as a result of an incorrect meter reading, incorrect application of the rate schedule, application of an incorrect multiplier or constant, a malfunctioning meter, or for a variety of other reasons. Overcharged amounts will be refunded to the customer, and undercharged amounts will be billed to the customer. The refund or charge due to billing errors will cover a period of up to one year maximum. It will never exceed one year under any circumstances. If the date the error occurred can be determined with a reasonable certainty, the refund or charge will be computed from that date, but in no event for a period of longer than one year.

Customer refunds

If an existing customer is owed at least $1.00 or a former customer is owed at least $2.00, a refund will be made by the HPUC. The full amount of the difference between the incorrect amount paid and the recalculated amount will be refunded to the customer. The refund will be in cash or credit on a bill. Credits will be shown separately and identified on the bill. If a refund is due a former customer, a notice will be mailed to the last known customer address. The HPUC will refund the amount due upon demand made by the customer within 3 months of the notice.

Customer charges

If a customer owes the HPUC at least $10.00 due to an undercharge, the HPUC will bill the customer for the amount due.

Meter Accuracy Policy

1. A meter accuracy variance of 2% or less is considered reasonable and no credit or debit to a

customer is done.

2. A meter variance greater than 2% will result in a full credit or debit for a period not to exceed

one year retroactive. (back to top)

Billing Rate for Garages Metered Seperately

Any garages that are metered separately will be assigned a residential or commercial code based on the City Zone code in place. The HPUC will contact the City for the City Zone whenever a garage is separately metered. Any current structures that are not billed in accordance with the City Zone will be reclassified by the HPUC as we become aware of the property.

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Customer's House Keys

Customers can leave house keys at the HPUC for use by their Meter Reader. Only the Meter Reader can use the keys. Other HPUC workers who may be performing service work may not use the keys unless they have specific permission from the customer.

The use of keys by HPUC workers without customer permission poses a safety risk for workers. An occupant of the home may be surprised by an HPUC worker and perceive the worker as an intruder. (back to top)

Customer's NSF (insufficient funds) Payments

Customer NSF Check Payments

Customer's are charged a fee for each NSF check payment. If the customer's account is not in arrears and subject to disconnection, a letter will be sent notifying them of their check's NSF status. However, if the customer is under a disconnection notice, and the arrears were paid with an NSF check, the HPUC reserves the right to disconnect the service. The customer is then asked to come in and pay their bill with in cash or with a money order. After 3 NSF checks, the customer will no longer be able to pay by check.

Customer NSF Direct Deposit Payments

Customer's will be charged a fee for each NSF direct payment. The fee is waived if a direct payment does not go through due to a bad routing number or account number.

1st NSF direct payment return - The customer is notified and informed of the NSF and the fee. The payment will be submitted to the bank again on the next closest date for direct pays.

2nd NSF direct payment return - The customer is notified and asked to come in to the HPUC administration building and pay their bill with cash or a money order.

3rd NSF direct payment return - The customer will no longer be able to pay their bill by direct payment.

Please note. If the customer is under a disconnection notice and the direct payment doesn't clear the bank the second time, the HPUC reserves the right to disconnect the service. (back to top)

Direct Payment Plan

Customers can choose to have their monthly utility payment withdrawn directly from their bank account at no extra cost by enrolling in the HPUC's Direct Payment Plan. Customer's must give HPUC a copy of a check to ensure correct bank information, and choose one of 2 withdrawal dates depending on their account number. If any withdrawal falls on a weekend or a holiday, the withdrawal is made on the following Monday. The customer withdrawal dates are: 3rd day of the month, 10th day of the month, 17th day of the month, and the 24th day of the month. The customer's monthly bill notes the amount and withdrawal date of the upcoming withdrawal each month.

Direct Pay NSF's ( see above) (back to top)

Disconnects Due to Non-Payment Non-Payment of Utility Bill

Customers who have not paid their previous month's bill at the time of the next billing cycle will be sent a Disconnect Notice. The Disconnect Notice will be mailed approximately 2 weeks after the previous month's bill was due. The Disconnect Notice will reference a date of disconnect approximately 2-3 weeks from the date of the Disconnect Notice. Commercial accounts are given one week less to pay prior to disconnection.

If payment is not received by the date of disconnect, a disconnect will be done within approximately 2 weeks of that date. This results in a disconnect occurring when a bill is no less than 30 days past due.

Only one service at a time will be disconnected. The customer must pay all past due amounts in full plus a reconnect fee per service before service is restored. If service has been disconnected for over 1 month, seasonal charges will apply. If payment is not received following a disconnect, a second utility service may be disconnected.

NOTE: In accordance with the Minnesota Cold Weather Rules, the HPUC will not disconnect heat utilities for residential customers during the winter months, October 15th through April 15th. (back to top)

Garbage Collection

The City of Hibbing and a private company, Waste Management, are responsible for garbage collection in the City of Hibbing. The City of Hibbing collects garbage in the urban areas of Hibbing. Waste Management collects garbage in the rural areas surrounding Hibbing. The HPUC is only responsible for billing and receipt of payments for garbage services. For questions regarding garbage collection, customers should call either the City of Hibbing or Waste Management. For questions regarding garbage and sewer billing charges, customers should call the City of Hibbing.

City of Hibbing 218-262-3486, ext 711

Waste Management 218-262-3308 (back to top)

Meter Deposit Policy

Commercial Accounts

Present Commercial Accounts

If a present commercial account has a meter deposit with the utility, this account will be handled as follows:

1) If the account has not had a delinquent payment in the past 24 consecutive months, the deposit will either be accredited to his/her account or returned to the owner in the form of a check.

2) If the account does have a delinquent payment in the last 24 consecutive months, the deposit will be retained by the utility until a clean 24 consecutive month period has been acquired by a business.

Future Commercial Accounts

1) If the business is new to our city and can produce evidence of a good payment record from a "like" account from a previous utility, then we will not require the meter deposit. If this account is delinquent for one month, we will require twice the monthly average from the previous 12 months along with the delinquent bill.

2) If a new business to out city cannot provide the good credit reference, the business will be required to pay a calculated twice the average monthly deposit from the previous 12 months before utility service will be provided. This initial deposit will be returned to the business after 24 consecutive months of no delinquent payments.

3) If the business is an existing business moving to a new location, the business will not have to make a meter deposit if it did not have any delinquent payments in the last 24 consecutive months.

4) If the business is a new business starting up, the business will have to pay twice the monthly average from the previous 12 months. This initial deposit will be returned to the business after 24 consecutive months of no delinquent payments.

Residential Accounts - Homeowners

Present and Future Accounts

1) If a residential customer owns their own home, a meter deposit is not required. Proof of ownership must be presented to the HPUC.

Examples of proof of ownership:

Purchase agreement

Registered Contract for Deed

Probate Statement

Quit Claim Deed

Tax Statement

2) If a mobile home owner owns the property on which the home is set, a meter deposit is not required. Other mobile home owners will be charged a meter deposit as a renter

Residential Accounts - Renters

All renters are required to make a meter deposit of twice the monthly average from the previous 12 months.

No meter deposit is required for renters in the following situations:

1) If a homeowner with at least two years of good payment record moves into an apartment, no meter deposit is required for the apartment.

2) If an apartment renter with at least two years of good payment record moves into a new apartment, no meter deposit is required for the new apartment.

3) If an apartment renter has at least two years of good payment record the meter deposit will be returned to the renter.

Note: After the return of the meter deposit, if the renter has a delinquent bill, the meter deposit must be paid again in order to restore service.

Deposits of Security - Commercial

The meter deposit may be in the form of cash, credit card, savings certificate, surety bond, letter of credit, or first position lien on a property. If the meter deposit is in cash, the customer's account will be credited per annum with interest at a rate set annually by the Minnesota Department of Commerce per Minnesota Statute 325 E.02 Customer Deposits. This rate must be announced by the Commerce Department by December 15 of each year for the next year.

Deposits of Security - Residential

The meter deposit for residential accounts must be by cash, check, or credit card. The customer's account will be credited per annum with interest at a rate set annually by the Minnesota Department of Commerce per Minnesota Statute 325 E.02 Customer Deposits. This rate must be announced by the Commerce Department by December 15 of each year for the next year. (back to top)

Meter Readings

Customer meters can be read by various methods. The preferred method is an actual reading done by an HPUC Meter Reader. Other methods include customer readings using customer reading cards, telephone reading call-ins by customers, or on the internet at www.hpuc.com. If readings are not obtained, a customer's utility bill is estimated based on past usage.

Actual Meter Readings

Actual meter readings are obtained by HPUC Meter Readers and are the only official evidence of electric, water, steam, or gas usage by a customer. Each customer is scheduled for an actual meter reading every month. The HPUC strives for actual readings on a monthly basis. An actual reading must be obtained at least once every 12 months or service may be disconnected. Actual readings are important in that they ensure that customers do not owe (or are owed) large sums of money by the HPUC after several months of estimating utility usage.

Customer Readings

Customers can obtain Customer Meter Reading Cards at the HPUC Administration Building. They can read their own meters and report the results by drawing the meter dial arms on the card. The card is returned to the HPUC administration building. Meter readers retrieve the cards for their customers, and enter the readings into the customer's account.

Telephone Customer Readings

Customers can read their own meter and call the automated HPUC Meter Read Line. The customer calls the Meter Read Line and reports their meter numbers for each utility service. The HPUC Service Clerk retrieves the numbers and enters them into the customer's account. Meter Readers are unaware of any customer telephone reads and well still attempt to get an actual read on the scheduled day.

Estimated Services List

Customer's are placed on the Estimated Services List if an actual meter reading has not been obtained by the HPUC for at least 9 months and the customer is not calling in meter reads. The customer's bill is estimated based on past usage.

1) If the Meter Reader is unable to enter a residence that is on the Estimated Services List for an actual reading, a Meter Access Notice is placed on the customer's door handle asking that the customer contact the HPUC to make an appointment for an actual reading. The customer's bill is estimated based on part usage.

2) The Meter Reader will attempt to obtain an actual meter reading the next month and every month thereafter. Additional Meter Access Notices will be left on the customer's door handle.

3) If the customer does not contact the HPUC a letter requesting meter access will be sent. This letter informs the customer that a utility service will be disconnected if arrangements for an actual reading are not made by a designated date.

4) If the customer still does not contact the HPUC to make arrangements for an actual meter reading, a utility service will be disconnected. (back to top)

Meter Testing

The HPUC will, upon request, test any customer's meter:

Meter Accuracy Policy

1. A meter accuracy variance of 2% or less is considered reasonable and no credit or debit to a

customer is done. However, there will be a service charge to the customer.

2. A meter variance greater than 2% will result in a full credit or debit for a period not to exceed

one year retroactive. There will be no service charge to the customer.

If a customer has not requested meter testing and the HPUC determines that their meter is inaccurate,

(i.e., a variance of greater than 2%), the customer will be notified immediately. Charges for the affected billing period will be estimated. The estimated usage will be computed based on consumption and demand during the immediately preceding billing period or the comparable billing period of the previous year. If found to be in error, and for up to one year, charges can be assessed based on comparable billing periods from previous years. (back to top)

Rate Schedules

Rate Schedules are assigned to each customer. Rate Schedules are applied according to use and occupancy at the time of application for service. Rate Schedules can not be changed unless there is a lasting change in use or occupancy. The customer is responsible for notifying the HPUC of changes in use, occupancy or demand affecting their Rate Schedule.

Rate Schedules are based on a billing period of 26 to 33 consecutive days. Reference to "one month's service" in the Rate Schedules related to the billing period is normally not a calendar month. The HPUC has the right to read meters and bill for longer or shorter periods of time.

The HPUC has the right to change any or all of its Rate Schedules as deemed necessary. In the case of a conflict between the Rate Schedules and the most current HPUC policies, procedures, and regulations, the Rate Schedules will apply.

Commercial electric customers are reviewed quarterly and assigned a different rate schedule when applicable.

For more information on rate schedules click here. (For more rate information click here) (back to top)

Reconnects

Seasonal Reconnects

Seasonal reconnects are completed by the HPUC during regular business hours.

Non-pay Reconnects

Reconnects for nonpaying disconnected customers can be completed during or after regular business hours.

If reconnects are requested by customers after regular business hours, customers must pay an additional surcharge in full prior to the reconnection. The surcharge is in place to recover the costs associated with overtime and/or rescheduled work by HPUC employees. (back to top)

Rental Property Utility Charges

In case of property rented to a tenant, the property owner is responsible for the payment of all utility charges incurred by the tenant if the account remains in the owner's name.

If the tenant vacates a rented property, the owner will be responsible for all utility charges to that property.

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Senior Citizen Discount

Senior citizens age 62 and over are eligible for a discount on electric utility service only.

Seniors must apply for the discount in person at the HPUC Administration Building. A Senior Citizen Discount Application form is completed and signed by the senior citizen. Proof of age is required (valid Minnesota Drivers License) Seniors must occupy the residence for which the discount is being applied. (back to top)

Steam Service Refund Policies

Blown Traps

The customer's bill will be adjusted upon verification of a blow trap by an HPUC employee. The customer's increased consumption due to the blown trap will be a minimum of 33% greater than the customer's 5 year average consumption in order for the customer to qualify for the adjustment. This policy is effective each calendar year.

Coil Leaks

The customer's bill will be adjusted upon verification of a coil leak by an HPUC employee. The increased consumption will be subtracted from the 5 year averaged consumption. The customer is given credit for the entire difference whenever a coil leak is verified. Along with the steam credit, any amount of sewer used beyond average is also credited due to excessive water use through steam meter because of coil leak. (back to top)

Suspension of Utility Services

Utility services may be suspended for the following reasons:

1) National, state, or local code violations exist. If any utility system installation, construction, or alteration made does not conform to local, state, or national codes, laws or regulations, service will be suspended.

Changes or repairs to a customer's wiring or plumbing that are necessary to correct code violations will be made at the customer's expense. Notification of code violations by a government agency will cause suspension of service.

2) Theft of utilities in relation to consumption of electricity, water, steam or gas will cause utility service to be suspended.

3) Non-payment of HPUC utility bill will lead to utility service suspension. Customers will be disconnected when a bill is no less than 30 days past due. Customers must pay all past due amounts in full plus and additional service reconnect fee before service is reconnected.

4) Violation of HPUC policies, procedures, or regulations will lead to utility service suspension.

5) Utility service will be suspended temporarily for repairs and conversion work.

6) Utility services will be disconnected when deemed necessary to protect life or property. The service will be disconnected at no charge to the customer.

7) Utility services will be suspended and the HPUC will not be obligated to provide services due to causes beyond their control such as employee strikes, riots, fires, accidents, legal interference or prohibition.

In the event of a plant shut-down due to causes beyond their control, the HPUC will waive any minimum

customer service charges during that period provided that the customer's term of contract is then extended for a corresponding period of time.

Utility services will be resumed when the situation has been corrected to the satisfaction of the HPUC and/or governmental agency. (back to top)

Temporary Utility Service

Procedure for Extending Temporary Utility Service

The HPUC will extend temporary utility service to construction projects, fairs, carnivals sidewalk days camp meetings or other short term gatherings according to the following procedures

1) A customer requests temporary service

2) The customer pays a deposit prior to extension of utility services.

3) The HPUC office sets up a new account.

4) The HPUC installs a temporary hydrant meter for water service and/or an electric meter for electric.

5) The customer is billed for their usage of utilities.

6) If the customer needs regular utility service following the temporary service, they must pay the current utility installation fee.

Vendors needing to use outlets on Howard street, should call the HPUC Administration Building for charges and regulations prior to use. (back to top)

Water Running Credit

Certain water service areas in the HPUC system are susceptible to freezing during the winter. Customers in these susceptible areas who have experienced freezing on the HPUC side of the standpipe in the past are allowed to run small volumes of water to prevent pipe freezing during the winter. The customers are credited monthly by the HPUC with the water and sewer charges associated with running the extra water.

Water Running Credit Procedure

Upon notification of a frozen water line, the HPUC Water Department will report to the customer's residence and determine if the freeze is on the HPUC side of the standpipe or the customer's side. The Water Department will thaw the line no matter where the freeze is , but the customer will be charged if it is on the portion of the line that is their own responsibility.

After the pipe is thawed, the customer will be instructed by the HPUC to begin running small amounts of water to prevent freezing of the line and to complete the Water Running Credit form at the HPUC office.

A customer must have experienced a prior water line freeze on the HPUC side of the standpipe to be eligible for the water running credit. Drip valves are available to customers for use in controlling running water.

The credit will be applied to the customers bill each month and will be based on the amount of water used that is above the customers average water use during a 12 month period. Sewer charges associated with running the extra water will also be credited to the customer. The credit can not be applied to accounts that have been estimated. An actual reading must be obtained by HPUC. The time period that the credit is available is dependent on the weather, and will be determined annually by the HPUC Water Department. (back to top)

Winter Disconnects at Customer's Request

Customers may request disconnection of their utilities at any time with no plan for reconnection provided there are no tenants in residence. In order to protect the HPUC from liability after a winter disconnection between Oct 15th and April 15th the following procedure has been adopted.

To request a winter disconnect of all services, a customer must come in person to the HPUC administration building to complete and sign the Winter Shut Off Request By Property Owner form. By signing the form, the customer understand and acknowledges:
1) Cold weather rules do not apply because disconnection is at the request of the owner.
2) There are risks associated with disconnecting heat utilities during the heating season and the owner assumes these risks.
3) The owner confirms that no tenants are in residence.
4) The customer is responsible for future notifications to reconnect the utilities and any associated charges.

A disconnect notice will be placed at the customer address at the time of the disconnect. (back to top)