1Customer Acquisition | Section E: FAQ North American Power

Customer AcquisitionSection E: FAQ

Here are the answers to all your questions.

How can North American Power save me money on my electricity? When your state deregulated its energy market it opened the industry to competition and allowed companies like North American Power to buy energy in the wholesale markets and pass the savings on to you. Our electricity flows into the Local Power Pool and is delivered to your home or business by your local utility via existing power lines just as it always has. The only difference will be a new electric rate on the supply portion of your bill.

How much money could I save?To estimate your potential annual savings with North American Power go to napower.com.

Why can’t my local utility do what you do and lower their supply rates?Your local utilities enter into long-term fixed-rate contracts to help protect their customers from changes in generation costs, but they pay a premium for the decreased risk.

Will my local utility lose money?No. Utilities in deregulated markets do not make a profit from the supply of electricity. In fact, they don’t even own any power plants anymore. They purchase electricity from the Regional ISO’s just like we do.

Will my utility be mad at me for choosing North American Power’s supply?Not one iota. They don’t even charge you a penalty. Again, they do not earn a profit from their supply charge, so it’s no loss for them. In fact, they don’t even lose customers because they’re still our electricity service providers.

So my local utility will still service my account?Yes. You are still a customer of your local utility. They will continue to provide the electricity, customer service, billing and repairs.

Will my electric be interrupted when I change my utility’s supply to yours?Nope. You’ll never see a flicker. The transition is seamless. All you’ll notice is your new electric rate. It’s that easy.

Will I have to get a new meter or any new equipment?No. You keep your meter and your local utility will still read it just as it always has. There is nothing new to own (unless of course, you choose to buy some cool new stuff with the money you’re likely to save).

2

Who do I pay?Your current utility. They will still send you just one monthly bill and will continue to make the payment to them. Nothing changes except that North American Power will be listed on your bill as your electrical supplier and the supply rate will be North American Power’s rate. If you wish to change your current payment method you can do so through the utility.

Who do I contact in an emergency?Your current utility. For reference, visit your local utilities website.

Who do I contact about North American Power’s portion of the bill?Us. 888-313-9086.

Who do I contact if I need a hug?Still us.

I’m sold. Where do I sign?That’s the best part! There are no contracts to sign, no start-up fees or hidden charges, and no penalties if you decide to leave us. Getting started takes less than 2 minutes. Just have your electric bill handy and go to napower.com. Or, you can call us at 888-313-9086 from 9 am to 5 pm.

When will my new North American Power supply rate officially take effect?On the date of your next regularly scheduled meter reading. So it could take 30 days or more to have North American Power’s name and new rate appear on your next full monthly bill. To avoid delays, please make sure you accurately input all of your customer data.

Do you charge a higher rate during peak hours?No. Our goal is to save you money so we have just one low flat rate at all times.

Will you charge a higher rate for my business than you charge for my home? No. North American Power has the same low rate for all our customers.

Does North American Power use renewable energy sources?We are currently putting together some really innovative yet affordable renewable options for our customers. Who says going green has to be expensive? Check back soon for more information on our renewable offerings.

Can I start saving with North American Power without having an account with my local utility?We’d love to help you get started now, but you must first have an active account with one of the local utilities.

What happens if I move my home or business?If you plan to move within your state please contact us so we can help you manage and maintain your North American Power account during the move. Please also contact us if you plan to relocate to another state. We may be able to continue as your supplier in that state as well.

What else can you tell me about North American Power?We are a new company that is monitored and licensed by the utility commission or responsible authority in your state. Our goal is to help homeowners and businesses take full advantage of deregulated energy rates while also doing our part to reduce our dependency on fossil fuels and

Customer Acquisition | Section E: FAQ North American Power

3

foreign oil. And our leaders have a wealth of pioneering experience in the energy industry. You can learn more about them at napower.com.

Do you have the power to shut off my electrical service?No. Only your local utility can terminate your service. Our power is saving you money.

Will I lose my service if you go out of business?No. The responsibility of your electrical supply will automatically go back to your local utility without interruption and you would begin paying their rates again. You could choose to stay with them, or choose another company for your supply.

I have an account with one of your competitors, but I like you better. Can I jump over to you?Why, thank you. We like you too. And yes, you can. Luckily for you, becoming a North American Power customer is easy. However, if you have a contract with your current supplier and are unable to get out of it, then we ask that you honor your contractual obligations.

What if I want to go back to my utility’s rate, or choose one of your competitors?Was it something we said? You may choose to stop receiving your electricity supply from us at any time without penalty. Simply contact us and we will close your account or assist you with the transfer to another company. We would also welcome you back at any time.

Can I become a North American Power customer if I’m on a budget plan, or energy assistance? Yes. You will have your utility bills prorated to our lower rate. This is typically done at the end of the year.

Can I become a North American Power customer if I owe money to my local utility company?Yes. But you are still responsible for paying the previous amount due to them.

Customer Acquisition | Section E: FAQ North American Power