Your Rights as a Customer (YRAC)

Roshan Energy – Nonprofit Electric Cooperative 

As a valued member of Roshan Energy, you have the following clear rights and protections. These are designed to ensure fair, transparent, and respectful service for our Ismaili community members only.

1. Right to Affordable Service 

   You are entitled to electricity at rates **10% below the prevailing market price** (currently approximately 13.5¢/kWh vs. market average of 15¢/kWh). No hidden fees or long-term lock-in contracts.

2. Right to Clear Billing & Payment Terms 

• Bills are due within **15 days** of generation (extended for your convenience). 

• Preferred payment methods: **ACH or check** — no extra fees. 

• Credit/debit card payments allowed with nominal processing fees (passed through from the processor). 

• 1-month deposit required — earns interest credited to your monthly bill.

3. Right to Fair Late Payment & Disconnection Rules 

• If payment is late (after 15 days), a **5% late surcharge** applies after 7 additional days. 

• Disconnection may occur only after 22 days from bill date if unpaid (subject to PUCT rules). 

• No disconnection** during extreme weather or if you notify us of medical dependency on electricity (e.g., life-support equipment) — we will work with you and your TDSP.

4. Right to Prompt Customer Service 

•  All non-outage issues (billing, deposits, service questions) are handled directly by Roshan Energy. 

• Contact us first: Phone 817-305-1589 or email roshanenergy@gmail.com. 

• We commit to responding within **1 business day** and resolving issues fairly.

5. Right to Transparent Governance & Audits 

• Independent audits conducted **every 3 months** — full reports shared openly with all members. 

• All net profits (after minimal expenses) are donated to the Aga Khan Foundation (AKF).

6. Outage & Emergency Rights 

• For power outages, downed lines, or meter issues**, contact your TDSP directly (e.g., Oncor 1-888-313-4747 or CenterPoint 1-800-332-7143). 

• Keep your **ESI ID** (unique meter/location number) handy — found on your bill or from your TDSP.

7. Right to Internal Dispute Resolution 

• All billing, deposit, non-emergency disconnection, or service issues are first resolved internally by Roshan Energy customer service and/or our Board of Directors. 

• You agree to use this cooperative process. 

• If the issue remains unresolved after **15 business days** and is beyond our control, you may contact the Public Utility Commission of Texas (PUCT) at 1-888-782-8477 or www.puc.texas.gov.

8. Right to Community Support 

• Roshan Energy exists to create jobs and opportunities within our Ismaili community. 

• We will guide and support any member who wishes to start a similar energy business in Texas or elsewhere in the USA.

By accepting service from Roshan Energy, you confirm that you are a verified member of the Ismaili community and agree to these terms and rights.

If you have any questions about your rights or our service, please contact us before or during your membership.

Thank you for being part of Roshan Energy. 

Ya Ali Madad!

Roshan Energy 

6608 Azle Ave, Lake Worth, TX 76135 

Phone: 817-305-1589 

Email: roshanenergyakf@gmail.com 

Website: www.roshanenergy.world