Your

Guide to
Working with
DTE Energy

This information is provided to residential customers of

the Detroit Edison Company (Detroit Edison) and Michigan
Consolidated Gas Company (MichCon) in accordance with the
rules of the Michigan Public Service Commission (MPSC).
Please read the following important information about
DTE Energy billing and payment programs, and your rights
and responsibilities as a residential customer. We value you as
our customer and want you to enjoy the full benefits of your
energy service.
We offer other helpful information at dteenergy.com.
Contents
Page 1 Starting Service
New Service Charge
Page 1 Security Deposits
New Customers
Existing Customers
Exceptions
Deposit Amounts
Deposit Payment Plan
Interest and Refunds
Page 3 Meter Reading Information
Meter Reading Process
How to Read Your Meter
Page 5 Billing Information
How to Pay Your Bill
Questions about Your Bill and Payment Help
Page 7 Special Programs and Services
Page 8 Voluntary Termination of Service
Page 8 Shut -Off Policies
Shut-off Notice
When Service is Scheduled for Shut Off
After Service is Shut Off
Page 10 MPSC Service Quality and Reliability Standards
If You Disagree With Us
Settlement Agreement
Hearing Procedures
Before the Hearing
At the Hearing
Right to Appeal Hearing Decisions
Page 14 Customer Offices
Page 14 How to Reach Us
This document was revised September 2009. Please refer to
dteenergy.com for updates.
Starting Service
You can start service online at dteenergy.com or by calling
Customer Service at 800.477.4747.
New Service Charge
When you request electric service at a new address or transfer
service to a different address, a new service charge of $5 is
applied to your account. There is no charge for establishing
gas service.
Security Deposits
New Customers
A deposit may be required for new service for any of the
following reasons:
• T here is an unpaid utility bill in your name that accrued
within the past six years.
• Identity or credit information is misrepresented.
• Failure to provide complete positive identification.
•A  n undisputed utility balance remains unpaid for an address
where you were a member of the household during the time
the bill was incurred.
• T he location where you are requesting service is different
than your own residence.
•R  elief has been sought under federal bankruptcy laws within
the past six years.
• Service was obtained illegally or equipment was tampered with.
Existing Customers
A deposit may be required for any of the following reasons:
• T here was an unpaid utility bill in your name within the past
six years.
• Identity or credit information is misrepresented.
• Failure to provide complete positive identification.
• T here has been a check returned NSF (insufficient funds)
within the past 12 months, not due to bank error.
• Service has been shut off for non-payment.
• Service was obtained illegally or equipment was tampered with.
•A  n undisputed utility balance remains unpaid for an address
where you were a member of the household during the time
the bill was incurred.
•R  elief has been sought under federal bankruptcy laws within
the past six years.
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Exceptions
Deposits are not required if:
• Y ou are a senior citizen (62 years of age or older) and have
no negative credit history.
•E  nergy bills are paid directly to DTE Energy by the
Department of Human Services or its successor agency.
Deposit Amounts
The deposit amount will be two (2) times the average monthly
bill for the premise or, if the consumption history for the
premise is unavailable, the deposit is two (2) times the
utility’s system average monthly bill for residential service.
During the winter heating season (November 1 through
March 31), the deposit amount requested because utility
service has been shut off for non-payment within the last
12 months, will be the utility’s system average of one month’s
bill for residential service.
Deposits required due to unauthorized use, tampering or
energy theft will be based on four (4) times the average peak
season monthly bill.
Deposit Payment Plan
•E  ligible low-income customers have the option of paying a
deposit in two (2) monthly installments.
Interest and Refunds
• I nterest earned on your deposit is applied semi-annually to
your account. The deposit will be applied to the final bill or
refunded with interest after 12 consecutive months in which
the bills have been paid by the due date and no late fees
assessed or no shut-off notice was issued.
• Interest is paid at 7% per annum.
• I f utility service is terminated and the deposit has not
already been returned the deposit and accrued interest is
applied to the final bill. Any credit balance will be refunded
to the customer.
Deposits for tampering or unauthorized use are retained for
36 months. The deposit is refunded to you if you make
satisfactory bill payments during the last 12 months of the
36 month period.

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Meter Reading Information
Meter Reading Process
Billing your account begins with reading the meter.
DTE Energy meter readers attempt to visit your home once
every month to read your gas and/or electric meter(s). The
meter reader wears a photo identification badge. Always ask
to see the badge to make sure the person is a DTE Energy
representative. You should deny access to anyone claiming
to be a utility representative who does not display an
identification badge.
Your electric meter may be located inside or outside of your
home. If located outside, it would be near where the service
wires come to your home. Your gas meter may also be located
on the inside or outside of your home. If your electric or gas
meter is on the inside of your home, you may have a device
that allows your meter to be read from outside. If you do not
have the device installed at your home, the meter reader will
have to enter your home to obtain a reading.
If you are not home when our meter reader arrives to read a
meter inside your home, the meter reader will leave written
instructions on your door. To report your meter reading(s)
please call 800.477.4747, no later than 6 p.m. on the date
written in the instructions. When calling, you may use the
automated features of our Customer Service Line, speak
to a customer representative or use our Web site at
dteenergy.com. The meter reading you provide will
be used to prepare your bill for that month. If we do not
receive the meter reading before the bill is prepared, we
will issue an estimated bill for that month.
There may still be occasions when it is necessary to estimate
your meter reading, such as during extreme weather conditions
or emergencies. Estimated readings are normally based
on the amount of service used for the same period in the
previous year. Variations between your actual energy usage
and our estimate are usually adjusted the next time we read
your meter.

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Your bill also indicates the date to expect the meter reader.
Check the “To” date in the “Service Period” section. Your meter
is usually read on the same date each month, give or take a
day. Please help our meter readers by removing snow or
trimming the grass and shrubs around the meter. Also, if you
have a dog, please secure it when the meter reader is in
the area.

How to Read Your Meter

Your meter has either four or five dials numbered in opposite
directions. These dials resemble small clocks. Each dial
represents one number in the meter reading. Follow these
simple steps to read your meter:
1. Read and record the number from each dial starting from
the left and moving right.
2. If the pointer is between two numbers, read the lower of
the two numbers. However, if the pointer is between 9 and 0,
read the number as 9.
3. If the pointer appears to be directly on a number, check the
dial to the right before recording the number. If the pointer
on the right has not passed zero, record the next lowest
number on the dial you’re reading.

For example, this meter reads 00807.

Some residential meters are digital. Reading a digital meter is
as easy as reading the odometer on your car. For example, the
meter read below is 25368.

kWh

Call in your meter reading to Customer Service, or if you are a

registered user at dteenergy.com you can report your meter
reading online.

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Billing Information
Your bill is sent each month after the meter is read and should
arrive around the same date every month unless DTE Energy
and you have agreed to another billing period. Bill payment is
due 21 days from the date the bill was mailed.
A two percent (2%) late payment charge may be applied to the
unpaid past due charges when payment is received after the
due date. The late payment charge is applied to the total past
due amount, less taxes and previous late charges. Customers
enrolled in a payment plan and are current with the plan or
customers identified with us as a senior citizen are exempt
from late payment charges.
If you are a Detroit Edison customer, included in your electric
bill is the Power Supply Cost Recovery (PSCR) charge and
PSCR credit, which are charges and credits associated with
our cost to purchase the fuel used to generate electricity. It
also includes the cost of power that may be purchased from
other utilities. This charge or credit is approved by the MPSC
and is applied to all kilowatt-hours (kWh) used.
If you are a MichCon customer, included in your gas bill are
charges for Gas Cost Recovery (GCR), which is the portion of
the rate that covers the cost of natural gas purchased from our
suppliers. This charge or credit is approved by the MPSC and
is applied to all hundred cubic feet (Ccf) of gas used.
Additional information regarding billing charges and credits,
and how to calculate your bill is included in your monthly
bill statement, available online at dteenergy.com or by con-
tacting Customer Service.
How to Pay Your Bill
DTE Energy offers several ways to pay your bill:
• eBill – eBill allows you to view and pay your DTE Energy bill
over the Internet. Payment can be made using Visa®,
MasterCard®, debit card, checking or savings account. You
can only enroll in eBill at dteenergy.com. You will need your
DTE Energy account number to register.
•R
 educed Billing Frequency Program – Reduced Billing
Frequency Program is designed for customers with an ac-
count balance that average less than $30 per month, you will
not receive a bill until you balance is equal or greater than
$30 a month. Once your account balance reaches $30, your
bill will be mailed without penalties or late charges.
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 Customers may choose to “Opt Out” of this program and
receive their monthly bills at any time.
• Recurring Payment – When you join Recurring Payment
your monthly payments can be deducted from your Visa®,
MasterCard®, debit card, checking or saving account on the
due date.
•A  uthorized Payment Agents – There are over 150
Authorized Payment Agents (e.g. a store or local business)
located statewide that accept DTE Energy bill payments.
Please allow two (2) business days for payments to be
applied to your account. Authorized Payment Agents may
charge a nominal fee of 50 cents to process your payment.
Locations can be found at dteenergy.com or by calling
800.477.4747. To ensure that your payment is received in a
timely manner, please use only Authorized Payment Agents
when paying your DTE Energy bill.
•E  xpress Pay – Make an immediate payment by phone with
Visa, MasterCard, Discover, debit card or your personal
checking account to pay current or past due bills, deposits
and other amounts owed. Call 800.477.4747.
•B  y Mail – Simply return your DTE Energy bill payment
coupon in the envelope provided with a check or money
order for the amount of your payment. If you are paying
more than one account, you can pay with one check or
money order. Just return all payment coupons with your
payment. For your protection, do not send cash. Allow five
(5) business days for U.S. Postal Service delivery to ensure
your payment is received and processed by the due date.
Keep the lower portion of the bill for your records.
Mail payments t o:
DTE Energy
P.O. Box 740786
Cincinnati, OH 45274-0786

To learn more about these payment options, visit

dteenergy.com/paymentOptions or call Customer Service
at 800.477.4747.

Questions about Your Bill and Payment Help

If you have questions or concerns about your bill, please
contact Customer Service before your bill is overdue. You may
be eligible for a payment plan or energy assistance programs.

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Special Programs and Services
• Winter Protection Plan(WPP)provides shut-off protection
and offers additional payment options for eligible customers
during the winter period from November 1 through March 31.
Eligibility is based on income, and senior citizen status.
•B  udgetWise® Billing is a payment plan that allows you to
pay the same amount for 11 months. The bill sent on the
12th month reflects the difference between the energy you
used and the 11 payments you made for the year. During the
12th month, your account is settled or balanced.
• S hut-off Protection Plan (SPP) provides year round
shut-off protection as long as you pay your monthly budget
amount and any arrears owing over equal monthly install-
ments. This program is offered to all residential customers,
if you have not defaulted on other payment programs within
the last year.
•M  ilitary Protection Plan, allows you or your spouse, if
called to full-time active military service during a time of
declared national or state emergency or war, to apply for
shut-off protection for up to 90 days. You may request
extensions of the protection by re-applying. You must
provide verification of active-duty status.
•T  hird Party Notification allows you to designate a relative,
friend or agency to receive a duplicate copy of any shut-
off notice that you receive. The notification is intended to
protect the sick, shut-in or elderly who may overlook paying
their bill from being shut off.
• S enior Program offers electric and gas rates from which
seniors may benefit. If you are 62 or older and head of the
household, there may be rate options for which you qualify.
Contact Customer Service at 800.477.4747.
•T  elecommunication Devices for the Deaf (TDD) is
available if you are hearing impaired and have a TDD or
similar equipment. You can call us on the special TDD
telephone number at 800.888.6886.
• S ervices for Non-English Speaking Customers provides
DTE Energy bilingual employees who are prepared to assist
you, or you can contact the AT&T Language Line for verbal
or written translations, voice recording, and free information
at 800.874.9426.

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Voluntary Termination of Service
It is your responsibility to notify DTE Energy when you are
moving and want to disconnect your service. You must contact
us at least ten (10) business days before you move to allow us
time to schedule a service person to disconnect your gas or
electric service. You are responsible for utility service until
the final agreed upon date. It is your responsibility to assure
our access to the meter. You can request disconnection of
your service online at dteenergy.com or by contacting Cus-
tomer Service.
Shut-off Policies
We realize that gas and electric service are important to you.
We want to help you avoid going without electricity or gas
service – even for a short period of time.
Your gas and/or electric service may be shut off for any of the
following reasons:
• Non-payment of past due DTE Energy bills.
•F  ailure to pay a past due bill (not in dispute) that is owed
by a member of the household, if both parties lived at the
address at the time all or part of the bill was incurred. Failure
to pay a security deposit or provide a guarantor, if required.
• T ampering with our equipment, such as the meter. At
DTE Energy, we offer many options to our customers. Energy
theft is not one of them. Energy theft occurs when electricity
or gas is used without the customer having an account with
DTE Energy, or the meter has been bypassed or tampered
with to prevent proper registration.
•F  ailure to pay as agreed in a settlement agreement.
•R  efusal to allow our employees access to equipment
installed on your property at reasonable times.
• Using a false name to apply for service.
• V iolation of any other rules or regulations that endanger
anyone’s personal safety or the operation of our energy
delivery systems.
Your service will not be shut off under the following conditions:
•F  ailure to pay for other non-regulated services or goods
purchased from us.
•F  ailure to pay for gas or electric service at a different
location, if that service is on a different account.
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• Failure of a landlord to pay for service used by a tenant,
when the account is in the tenant’s name.
•F  ailure of a landlord or tenant to pay for service when that
service was the responsibility of the other party.
•W  hen you properly notify us of a medical emergency in your
home, service shut off can be delayed, or if previously shut
off, can be restored, for up to 21 days if you present a
written statement from a doctor, public health or social
service official certifying the emergency illness of anyone
living permanently in the home. The written statement must
clearly state that shut off of service will aggravate the
medical emergency.
• I f you are enrolled in the Winter Protection Plan or any
other payment plan offered by the company and are current
with the plan’s payments.
• If you are enrolled in the Military Protection Plan.
•W  hen any billing amount for which you have properly ad-
vised us is in dispute. Also, we do not send a shut off notice
for any amount in dispute. Service is subject to shut off,
however, for any unpaid amount not in dispute.
Shut-off Notice
If your service is subject to be shut off, we will notify you in
two ways:
1. W e send a shut-off notice at least ten (10) days before your
service is shut off. This shut-off notice is mailed to the
account mailing address and to the address where the
service is used (if different from the mailing address).
The notice includes the approximate date of the shut off
and how to contact us to prevent it.
2. I f you do not respond to the notice, we also try to contact
you by telephone at least one day before shut off.
If you live in a multiple-unit building with three or more units,
but only one electric and/or gas meter, a notice is delivered to
each tenant at least 30 days before the service is shut off.
When Service is Scheduled for Shut Off
Service shut offs are conducted between 8 a.m. and 4 p.m.,
Monday through Friday. Our representative has a record of
your account and will explain the reason for the shut off. If
the representative is to shut off service because you did not
pay your bill, you can show proof of payment or proof that the

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amount in question is in dispute to avoid shut off. Our
representative will verify that your bill was paid or is in dispute.
After Service is Shut Off
Our representative leaves a notice at your home stating
that the service has been shut off. The notice includes our
Company address and the telephone number to call to have
your service restored. When the past due amount and other
applicable fees are paid or satisfactory payment arrangements
are made with the Company, service is restored as soon as
possible. Service will be restored no later than the next
business day, provided no extenuating circumstances exist.
MPSC Service Quality and Reliability Standards
The MPSC has implemented electric utility service quality
and reliability standards that require Detroit Edison to issue a
$25.00 credit to customers when the customer has experienced
a power outage of more than 16 hours under normal conditions,
an outage of more than 120 hours during catastrophic
conditions, or eight or more outages during a 12-month period.
If you believe you may be eligible for a bill credit, call Detroit
Edison customer service at 800.477.4747. For detailed
information on the MPSC Service Standards, visit
michigan.gov/mpsc.
If You Disagree With Us
There may be times when you have a question or concern
about your bill or a service matter. If you do, please contact
the company immediately, so that we can resolve your issue
before the due date of your bill.
We always try to resolve any matter the first time you contact
us. However, if further investigation is needed, we provide
you an official record stating when and where you made
your complaint. After the investigation, we will notify you of
the results.
Settlement Agreement
There may be occasions when it is desirable for both of us to
enter into a Settlement Agreement. A Settlement Agreement
is a written statement, signed by you and our representative,
describing how a dispute is to be handled. The Settlement
Agreement is used to resolve many types of problems; for
example, payment arrangements for past due bills, providing
access to the meter or for preventing service shut offs.

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When a Settlement Agreement involves bill payment
arrangements, the following facts are considered:
• T he amount past due, the length of time the amount has
been outstanding, and the reason it has not been paid.
• Your ability to pay and your past payment history.
You will be given a copy of any Settlement Agreement you
sign; we are both committed to the terms of the agreement.
If you follow the agreement, your utility service(s) continue
as before. If you fail to follow the agreement, your service(s)
can be shut off.
Under the rules of the MPSC, we do not have to enter into
an additional Settlement Agreement with you while one is
in progress or if you have defaulted on a previous agreement
within the past 12 months. Additionally, you need to be aware
that when you sign a Settlement Agreement, you waive your
right to have a hearing before a Utility Hearing Officer on any
matter included in the agreement.
Hearing Procedures
If you are not satisfied with our attempt to resolve your
complaint, our representative will offer you the opportunity
for a hearing before a Utility Hearing Officer. The Utility
Hearing Officer is a neutral third party who hears and decides
the dispute. The Company’s hearing procedures, including
the actions of the Utility Hearing Officer, are reviewed by
the MPSC to ensure the impartiality and integrity of the
hearing process.
Before the Hearing
If you request a hearing, a representative from our Consumer
Affairs department will contact you to make arrangements.
You need to notify us of your decision to have the hearing
within five (5) business days from the date you are contacted.
If the hearing is about the amount of your bill, you must pay
the portion of the bill that is not in dispute, or if the disputed
amount cannot be agreed upon you must pay 50 percent of
the disputed amount not to exceed $100. The payment is due
within ten (10) business days from the date of your hearing
notice. If you do not make the payment on time, your service
maybe shut off in accordance with these rules.
Normally, hearings are held during regular business hours at
a DTE Energy facility nearest your home. If the time or loca-
tion is not convenient, other arrangements can be made. The
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Informal hearing will be held within 30 business days of the
request. You will be officially notified of the agreed upon date,
time and place at least ten (10) business days before the
hearing. Two (2) days before the hearing, both parties (you
and DTE Energy) have the right to review any evidence to
be presented. Utility Hearing Officers do not handle legal
property damage claims or monetary claims. A customer
must apply for such relief through civil court. Failure of the
customer, or the utility, to attend the hearing without a good
reason, or without having requested an adjournment,
constitutes a waiver of the right of that party to the hearing.
At the Hearing
The hearing is informal. You can bring anyone you choose to
assist you. However, all testimony is given under oath and you,
or a licensed Michigan attorney, must be there to present your
position. Otherwise, you lose your right to the hearing and
any past-due amount on your account, including the disputed
amount, must be paid.
With the Utility Hearing Officer presiding, both parties present
their evidence, witnesses and testimony. We may also examine
each other’s evidence and question each other’s witnesses.
The burden of proof is on the Company.
The Utility Hearing Officer collects a written statement of
each party’s position in the dispute. Copies of all the written
evidence presented are also collected. Before rendering a
decision, the Utility Hearing Officer offers both parties a final
opportunity to enter into a Settlement Agreement.
If the parties do not reach agreement, the Utility Hearing
Officer writes a “complaint determination” based on the
oral and written facts presented at the hearing. A copy of the
Utility Hearing Officer’s decision is given to both parties within
seven (7) business days. If the decision of the Utility Hearing
Officer is in your favor, any excess money paid is refunded
with interest. If the decision is in our favor, you have seven (7)
business days after a Utility Hearing Officer issues the written
complaint determination to either follow the steps outlined in
the decision or appeal.

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Right to Appeal Hearing Decisions
Both the customer and the Company have the right to appeal
the Utility Hearing Officer’s decision. An informal appeal may
be filed with the MPSC within seven (7) business days from
the date of the written decision. The appeal can be filed by
phone, Internet, mail, fax or in person. When an appeal is filed,
the decision of the Utility Hearing Officer is suspended. The
appealing party shall provide all of the following information:
• Name and address of the customer.
• Name of the utility involved.
• T he nature of the original complaint in a clear and concise
manner.
• The Utility Hearing Officer’s decision.
• The relief requested.
The address and telephone numbers of the MPSC are listed here.
Michigan Public Service Commission
Executive Secretary
6545 Mercantile Way, Suite 7
P.O. Box 30221
Lansing, Michigan 48909
Toll-Free Telephone: 800.292.9555 (in-state only)
Telephone: 517.241.6180 (out of state)
Web site: michigan.gov/mpsc
Your informal appeal is referred to a Complaint and
Information Officer of the MPSC who reviews the hearing
record and investigates the matter further if needed.
The Complaint and Information Officer issues a written
decision and sends a copy of the decision to both parties
within 30 days from the time the hearing record was received.
Each party has 10 days to follow the steps outlined in the
decision. If either party is still dissatisfied, a final appeal may
be filed for a formal hearing before the MPSC. The formal
hearing process does not delay paying the amount in dispute
unless the MPSC agrees that it should.

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Customer Offices
Customer Offices are located throughout the DTE Energy
service area. The offices handle transactions such as matters
requiring identification verification, billing inquires or
complaints, payment plans, and service requests. If you need
to visit a Customer Office to handle a transaction, you can find
the one nearest you by calling Customer Service and following
the automated instructions. A list of Customer Offices is also
available on dteenergy.com/paymentOptions. Customer
Offices are open between the hours of 9 a.m. and 4:30 p.m.,
Monday through Friday, excluding holidays. Our busiest days
are Mondays and the day after a holiday.
The information here summarizes your rights and
responsibilities which are fully described in the rules
section of our electric and gas rate books. A copy of our
rules is available by visiting dteenergy.com, at a
DTE Energy Customer Office or by calling 800.477.4747.

How to Reach Us
Customer service – 800.477.4747 or dteenergy.com
Electrical outage – 800.477.4747
Electrical emergency – 800.477.4747
Gas leak or other gas emergency – 800.947.5000
Energy theft (confidential hotline) – 800.441.6698

09-0046/500/DUP/09-09
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