OUR CUSTOMER COMMITMENTS TREATING CUSTOMERS FAIRLY. Fair value Better service Simplicity

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1 OUR CUSTOMER COMMITMENTS TREATING CUSTOMERS FAIRLY Fair value Better service Simplicity

2 We treat all our customers fairly whether they use energy at home or in small or large businesses. This booklet sets out how. As well as residential customers, we supply: Small businesses These customers usually have fewer than 50 sites and quarterly meter types but there is sometimes overlap as businesses develop. Small business customers can also be identified via a 67 prefix on their account number. Large businesses These customers have more than 50 sites and/or a half-hourly meter type. Large Business customers have an account number between 8 and 10 digits long with alphanumeric characters. We ve been working hard to build our business around what all our customers need. That s why we made three important promises to you last year. We explain what we ve done to deliver on those promises right here. 1 Our Customer Commitments treating customers fairly Our Customer Commitments treating customers fairly Our three promises to customers are to deliver fair value, better service and simplicity. These commitments represent our dedication to putting customers first. They are also a public acknowledgement of our responsibilities as an energy supplier and a producer of electricity. We know that trust in our sector is still low. But we have an ambition to become the best and most trusted energy supplier. And by living up to these commitments in all our activities, we believe we can make a real difference. We welcome that the industry regulator Ofgem has set out Standards of Conduct for all energy suppliers, because we believe it will make things better for all customers. You can see more about the standards at the end of this booklet. Our Trust Test We use a Trust Test to make sure we meet the Standards of Conduct. It means that when we create new processes, policies or communications, we ask ourselves is this the right thing to do for our customers? Then we ask five more questions: Is this a fair thing to do? Are we being professional? Are we offering products, services and advice appropriate for our customers needs? Are we being transparent and communicating clearly? Are we being honest? This includes admitting mistakes and acting quickly to put things right. Read on for more detail on how we re treating customers fairly. 2 For small business customers 8 For large business customers 14 Standards of conduct Our Customer Commitments 1

3 SMALL BUSINESS CUSTOMERS To best serve our business customers we split them into two categories: Small and Large Business. Our Small Business customers usually have less than 50 sites and quarterly meter types but there is sometimes overlap as businesses develop. Our Large Business teams manage any customer with more than 50 sites or a half-hourly meter type. Fair value We know that running a business takes a lot of time and effort. You need an energy supplier who has the specialist needs of small businesses front of mind. And of course, you need to keep costs as manageable as possible. We ve created options to help our small business customers Better service Our aim is to offer the best service in the industry, and that means we listen to you and act on your feedback where we can. Simplicity With the hours you work and the millions of things you have to do, the last thing you want to spend time on is working out energy tariffs and bills. So we try to make the best use of your time by offering clear and transparent choices. 2 Our Customer Commitments Our Customer Commitments 3 SMALL BUSINESS CUSTOMERS OUR 3 KEY PROMISES FOR

4 Fair value Better service SMALL BUSINESS CUSTOMERS Just starting out? To help entrepreneurs and start-ups through those critical first stages, our New Start tariff offers new businesses a low fixed daily charge during the critical six-to-nine-month set-up phase. It gives you the flexibility to change when you re ready for something longer-term, as there are no exit fees either. Stabilise your electricity costs Want to know what the price of your energy will be, but don t have time to worry about what you ll do when your contract ends? No problem. Our renewal tariff gives you an automatic new 12-month fixed-price deal. There s also the flexibility to change tariff at any time or leave by giving notice and clearing any outstanding balance. Easy fix get the best of both worlds Want to know what the price of your energy will be, but don t have time to worry about what you ll do when your contract ends? No problem. Our innovative new tariff gives you an automatic new 12-month fixed price deal as well as the flexibility to upgrade at any time or leave by giving notice and clearing any outstanding balance. Go at your own pace We offer our customers a range of fixed-price electricity contracts from one to four years which helps when you want to stabilise your business costs and plan for the future. Or if you want flexibility, we ve created Freedom for business. It s a variable tariff that has no exit fees and you can upgrade or leave anytime, as long as you have no outstanding balance. We were the first major supplier to offer a tariff like this. If you re having difficulty paying please let us know. We ll work with you to find the best solution, such as setting up a Direct Debit, considering other energy tariffs or setting up an affordable payment plan on our Recovery for business tariff. Refunding what we owe We ve changed the way our annual reviews work for Direct Debit customers. Now, if we have an up to date meter reading at annual review, and the customer is even just a penny in credit, we ll refund it. Find out about what business tariffs are available at edfenergy.com/sme Visit edfenergy.com/sme for ways to pay for your energy and Recovery for business Many ways to contact us Our aim is to be here for you when and where you need us and there are a number of ways for you to get in touch. You can contact us on our freephone number and speak to an adviser based here in the UK. If you d rather do your admin out of hours, we offer 24/7 access to your account online. We also offer online support through live webchat and you can get in touch by . Helping you get costs down Business Fit is our free online energy efficiency tool, and it could help to lower your energy costs. Our Business Thank yous scheme has a range of great offers that could help you save money on everyday essentials or services for your business. Good conversations We actively monitor the service you get when you call, randomly selecting calls to listen to. We check that our advisers listen to customers, explain the options clearly and help people get the tariff that s right for them. If we think any adviser isn t getting it right, we give them extra training until they do. Alongside our customer satisfaction survey, we run a detailed analysis to identify exactly what makes our customers likely to recommend us. All the feedback we receive becomes part of our continuous improvement process. What if things go wrong? We re dedicated to achieving one of the lowest levels of complaints in the energy industry. We constantly monitor our processes, but even in the best organisations people make mistakes and IT systems go wrong. When mistakes happen, we ll act promptly and courteously to put things right. If you do need to complain, it s easy and we ll listen. We aim to resolve your complaint by the end of the next working day. At peak times and for more complex complaints this may take longer. If you re unhappy with the action we take, you can follow our complaints procedure which may ultimately lead to a right to seek independent resolution by the Ombudsman. We ve made improvements over the last year and will pursue our efforts by focussing on the root causes of complaints. And on giving our customers greater clarity on the status of their complaint. Your feedback helps us to make EDF Energy a better company. If you show us that something about our processes or approach is wrong, we ll do all we can to fix it. us at fairsme@edfenergy.com 4 Our Customer Commitments Our Customer Commitments 5

5 SMALL BUSINESS CUSTOMERS Call us on (we re open Monday to Friday 8am to 6pm) Contact us online at edfenergy.com/sme Visit edfenergy.com/sme to view our complaints procedure See where you can save at edfenergy.com/business-fit and edfenergy.com/business-thankyous Simplicity How are we doing? You can see right here part of how we re living up to our commitment to give you better service. Simplified tariffs and contracts We know you re busy, so we ve made it much easier for you to choose the right tariff for your business. You ll find our clear contract summary and Statement of Renewal Terms highlight the important bits. This is designed to help you understand exactly what you re signing up to and what you need to do when. If you re on our Deemed tariff we ll remind you to call in and discuss other tariff options that may be better for your business. We ll also write to you at least 30 days before your prices are due to change. Changing your energy supplier If you want to move to EDF Energy, we d be glad to talk through your options and set you up. If you decide to leave us, we ll make it as straightforward as possible. Of course, we ll try to find out why you re choosing to switch, because we want to better understand how we can support businesses such as yours. Easier to understand We ve made a commitment to regularly review our letters to customers to make sure they re clear and as easy as possible to understand. We clearly state on your bill which tariff you re on and when your payment is due. We aim to bill you every quarter, and if you are a monthly Direct Debit customer you ll receive an annual summary. We ll remind you to provide a meter reading so we can bill you accurately. We value the Plain English Crystal Mark for the back of our bills. When we create written customer communications, we design them to be simple and transparent and to use plain language. We use our Trust Test to make sure communications are fair, professional, appropriate, transparent and honest. And of course, our information is available in Braille, large print and audio format. Managing energy online You can use MyAccount to update your details or view and pay bills online. You can also give us meter readings, upgrade to Direct Debit and find all communications about your account in one place. If it s easier for you, you can submit your meter reading with our smartphone app. If you d like to switch please call to talk to one of our advisers (we re open Monday to Friday 8am to 5pm). Visit edfenergy.com/sme for information about switching Find out more about how we bill at edfenergy.com/sme Register for MyAccount edfenergy.com/myaccount-sme or visit edfenergy.com/sme to find out about our App Find out about all our contract Terms and Conditions at edfenergy.com/smeterms 6 Our Customer Commitments Our Customer Commitments 7

6 OUR 3 KEY PROMISES FOR LARGE BUSINESS CUSTOMERS To best serve our business customers we split them into two categories: Small and Large Business. Our Small Business customers usually have less than 50 sites and quarterly meter types but there is sometimes overlap as businesses develop. Our Large Business teams manage any customer with more than 50 sites or a half-hourly meter type. Fair value We understand that energy costs affect our customers in different ways. To help our large business customers manage these costs, we offer expert information and insight, as well as a range of products and services to suit their differing needs. Better service Our aim is to offer the best service in the industry, and that means we listen to you and act on your feedback where we can. We understand how busy our customers are so we try to help them wherever we can from ensuring our communications are easy to read and understand through to helping them navigate the complex landscape of energy and put it at the heart of their business strategies. 8 Our Customer Commitments Our Customer Commitments 9 LARGE BUSINESS CUSTOMERS Simplicity

7 Fair value LARGE BUSINESS CUSTOMERS Products to suit your business Larger consumers have different needs, often related to the size of their property portfolio or how and when they use or produce electricity. We ve developed some innovative products such as Power Purchase Agreements, National Connections Services and long-term supplies. Fixed contracts Our fixed-price product range includes Fixed+Peace of Mind which fixes all wholesale market and most third party charges for the duration of the contract. And because it has no volume tolerance restrictions, customers don t face changes to their unit rates if their consumption changes. Fixed+Protect and Fixed+Reflective contracts offer varying, but transparent, levels of third party charges and volume tolerance restrictions. Greater control with flexible purchasing Many of our larger customers choose to purchase their energy flexibly through us at prices direct from the wholesale market. Our Market Insight service is for those customers on flexible contracts. It offers access to wholesale energy price information to help inform purchasing decisions. The service includes intraday alerts and expert commentary. How we work with intermediaries We know that many businesses choose to work with brokers or third party intermediaries (TPIs). Customers should be confident of the quality and completeness of the advice they receive. To work with us, third party intermediaries must sign an agreement which includes a requirement for transparency on their charges to customers. And we ve also proactively supported the development of Ofgem s TPI Code of Practice. Helping customers to save energy We have a range of services that can help customers manage their consumption, track usage against targets and make savings. Our Energy View service is available to help customers analyse their recent consumption data in detail. We also offer Energy Performance Contracts and Energy Audits to help large businesses hit their energy efficiency targets. Refunding what we owe When it comes to payments and refunds, any balance your business has with us is either collected or refunded as quickly and smoothly as possible. Call us on to find out more about our range of contracts, or use the following links to: Find out more about Fixed contracts at edfenergy.com/3d Find out more about Flexible purchasing at edfenergy.com/flex Find out more about Market Insight at edfenergy.com /market-insight Find out more about Energy View at edfenergy.com/ energyview Find out more about how we work with intermediaries at edfenergy.com/ intermediaries Find out more about how we can help customers save at edfenergy.com/ energy-services Better service Many ways to get in touch Customers have a variety of ways to get in touch with us. Large Business customers can speak to dedicated account management teams, or use group addresses to reach knowledgeable staff. Manage your account online MyAccount for Large Business, our online account information portal, gives Large Business customers the information they need to stay in control. Customers can submit a meter read, view an invoice or request a Carbon Reduction Commitment report. Good conversations We actively monitor the service you get when you call, randomly selecting calls to listen in on. We check that our teams listen to customers, explain the options clearly and help customers to get the right contract for their business. If we think any member of our team isn t getting it right, we give them extra training until they do. Alongside our customer satisfaction survey, we run a detailed analysis to identify exactly what makes our customers likely to recommend us. All the feedback we receive from this survey is fed into a continuous improvement process. Our Welcome Team look after all new customers joining EDF Energy, making sure that right from the start they have everything they need for things to run smoothly and efficiently. Our regular updates keep you informed about how things are progressing for your sites. 10 Our Customer Commitments Our Customer Commitments 11

8 Simplicity LARGE BUSINESS CUSTOMERS Investing in customer support We re investing in streamlining and updating many of our existing processes so that customers get more tailored and helpful communications. Whenever we make significant changes like this, we keep customers fully informed and take measures to keep the impact to a minimum. What if things go wrong? We re dedicated to achieving one of the lowest levels of complaints in the energy industry. We constantly monitor our processes, but even in the best organisations, people make mistakes and IT systems go wrong. When mistakes happen, we will act promptly and courteously to put things right. If you do need to complain, it s easy and we ll listen. We aim to resolve your complaint by the end of the next working day. At peak times and for more complex complaints this may take longer. How are we doing? You can see one our website how we re living up to our commitment to give you better service. Please go to edfenergy.com/large-business/ treating-customers-fairly. Find out how you can contact us online at edfenergy.com/business-contact Find out more about our accreditations at edfenergy.com/ accreditations View our complaints handling process at edfenergy.com/complaints See how we re doing at edfenergy.com/large-business/treating-customers-fairly Find out more about MyAccount at edfenergy.com/myaccount-business Clear communications When we create written customer communications, we design them to be simple, transparent and in plain language. We use our Trust Test to make sure communications are fair, professional, appropriate, transparent and honest. We clearly state on our customers bills what they need to pay for their energy usage, by when, how it was calculated and who to contact if they want to query anything. The continued improvements we re making to our systems will result in clearer and simpler bills for our Large Business customers. Clearer contracting information We clearly highlight the important bits in our contract summary and renewal terms so that customers know exactly what they are signing up to and what they need to do and when. If you re on a deemed tariff we ll remind you to call in and discuss other contract options. We ll also write to you at least 30 days before your prices are due to change. Changing your energy supplier If you want to move to EDF Energy, we d be delighted to talk through your options and set you up. If you decide to leave us, we ll make it as straightforward as possible. Of course, we ll try to find out why you re choosing to switch, because we want to understand how to better support businesses such as yours. Talk Power programme We regularly run events to update customers on changes to energy markets and regulation and the opportunities these bring. Our letstalkpower.com site and our annual customer conference are a chance to hear our experts views on the latest developments. In 2014, 99% of attendees found our conference engaging, informative and enjoyable. View our current terms and conditions at edfenergy.com/t-and-c Call to change supplier Find out more about your bill on line at edfenergy.com/billing or call us on Find out about Power Purchase Agreements at edfenergy.com/ppa Find out about National Connections Services at edfenergy.com/new-connections Find out more about Letstalkpower at edfenergy.com/letstalkpower 12 Our Customer Commitments Our Customer Commitments 13

9 Standards of conduct On 26 August 2013, Ofgem s Standards of Conduct came into force to make sure energy suppliers like us treat customers fairly. It s part of many positive changes that will make the market simpler, clearer and fairer for customers and help them to choose the best deal. For residential customers, the standards cover all interactions with customers and for small businesses [1], the standards cover everything relating to bills, contracts and changing supplier. The standards mean that whenever we deal with a customer, we make sure it s in a fair, professional, appropriate, transparent and honest way. All our tariffs and services must be appropriate to our customers needs just as information given to customers should be clear, easy to understand, and jargon-free. We need to make it easy for customers to get in touch, and leave no stone unturned in putting things right if we make a mistake. We need to make sure everyone at EDF Energy understands the standards expected of them. As part of this, each year we to publish this statement, which sets out the actions we re taking to treat customers fairly. You can read a full copy of the standards at ofgem.gov.uk. [1] As defined by Ofgem, a micro business is a business that has fewer than 10 employees (or their full-time equivalent) and an annual turnover or annual balance sheet total of less than 2m or when supplied with gas, uses no more than 293,000kWh of gas a year or when supplied with electricity, uses no more than 100,000kWh of electricity a year. Character under licence from BeatBots LLC. R543.IH.05/15.v4 edfenergy.com EDF Energy is a trading name used by EDF Energy Customers plc, Reg. No whose Registered Office is at 40 Grosvenor Place, Victoria, London, SW1X 7EN, incorporated in England and Wales. The responsibility for performance of the supply obligations for all EDF Energy supply contracts rests with EDF Energy Customers plc. All information correct as at December Our Customer Commitments