The Energy Code of Conduct

Transcription

1 The Energy Code of Conduct

2 The Energy Code of Conduct This Code has been developed to help you maintain high quality standards when representing First Utility You must comply with the Code at all times 1. I understand that where promoting First Utility s products I am representing First Utility in my role as an Independent Representative. I will ensure I act with integrity at all times ensuring that my actions do not harm the reputation of First Utility 2. I will not misrepresent the purpose of introducing First Utility s products and will not make any claims about First Utility s products that are not included in the training provided 3. I will refer any and all media enquiries to the First Utility press office, and not comment on any statements or questions made by a member of the press 4. I understand that all information given to me by First Utility or a customer is covered by the Data Protection Act, and will be treated accordingly. I will handle all personal information given to me securely. Any information obtained during my activities is confidential and I undertake not to disclose this information to another party or make unauthorised use of any such information 5. I will not alter information supplied by an applicant without the customers permission

3 The Energy Code of Conduct This Code has been developed to help you maintain high quality standards when representing First Utility You must comply with the Code at all times 6. I will ensure all sales made by myself are submitted under my ID code and no-one else s. I understand no-one else is permitted to submit sales under my ID code 7. I understand the sale must be conducted face to face and will not complete or knowingly permit a customer to complete the online registration with false information 8. I acknowledge that if I conduct any fraudulent activity, I will be subjected to disciplinary action 9. I will ensure the customer enters their own address on the registration and understands all communication sent by First Utility is done by 10. I will ensure the customer understands they are entering into a contract to transfer their energy supply to First Utility and they are happy I have provided them with all the information they required 11. I will not knowingly give false information, omit relevant information or mislead any potential customer about First Utility s products or services

4 The Energy Code of Conduct This Code has been developed to help you maintain high quality standards when representing First Utility You must comply with the Code at all times 12. I will not use hard sell techniques and agree not to persuade people to sign up to First Utility for any reason other than the customer wishes to apply for a First Utility product 13. If the customer requests a contact number for any reason, I will provide them with the contact telephone number for the First Utility s customer service team, which is: I will cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long. If the customer requests it, I will end the discussion immediately and apologise 15. I will not promote First Utility s products to the following people: Does not have a clear understanding of English Anyone I do not already know Under the age of 18 Does not have a clear understanding or does not want to enter into a contract Anyone planning to move house in the next 8 weeks

5 The Energy Code of Conduct This Code has been developed to help you maintain high quality standards when representing First Utility You must comply with the Code at all times 16. I will only promote to a customer over the age of 69 when I have obtained prior approval from First Utility using the correct process 17. I will not contact First Utility s customer service team in an attempt to obtain details about any customer apart from my own supply 18. I acknowledge that if I do not comply with the terms of this energy code of conduct, I will be subject to disciplinary action

6 Module 1: Introduction to First Utility

7 We re an Online Company How we communicate: We are an online company and therefore communicate with our customers by Keeping customers informed: From regular updates during the transfer process to monthly meter reading requests and billing notifications once on supply, we provide relevant information to our customers The important part: To ensure the customer receives all of our correspondence it is VITAL the customer enters their address correctly during the sign up process

8 An Energy Company with a difference! Better prices: permanently low price tariffs, plus our isave Everyday is backed up by our price promise to be cheaper than the big six standard tariffs based on an average consumption: Guaranteed Better UK service: we work hard to make sure customers receive the fast, efficient service they deserve in the way that suits them best - telephone, , live web chat or twitter Better innovation: by pioneering technology we put customers in control of their energy. Today customers can submit readings online or through our mobile app to receive accurate billing, tomorrow there will be home automation

9 Our Story We ve come a long way since 2006 but we still have a long way to go First Utility started March 45,000 Customers December 175,000 Customers December 330,000 Customers 450,000 Customers

10 Introducing our CEO Secondary headline Ian McCaig - Chief Executive Officer I joined First Utility because I believe UK consumers should be able to protect themselves now and in the future from everincreasing energy costs. First Utility is the only company truly challenging the status quo, the only company saying that its mission is to help its customers consume less and spend less on energy. Ian is perhaps best known for his time at lastminute.com. He worked alongside the Founders and the Board to grow sales from 500m in 2003 to almost 1.5 billion by 2005 when the company was sold to Travelocity for 577m. He was appointed Group CEO in spring 2006 and steered lastminute.com through its most successful years before joining First Utility in 2011.

11 Which? Customer Satisfaction Survey In January 2014, the consumer body Which? Conducted a customer satisfaction survey It gathered opinions from more than 8,500 energy customers and rated energy suppliers on a range of measures including customer service, value for money and accuracy of bills How did we do? We achieved a 5 Star rating for accuracy and clarity of our bills Our overall ranking was above all of the Big Six energy providers, with a 13% higher score than EON who were the highest ranked of the Big Six

12 Our customers say great things about us "We've just switched to First Utility away from one of the major suppliers... and we're getting a... better deal than we were. The bill for last year was incredibly high so we're hopefully saving a bit of money." Ed Miliband, MP, London, Oct 2013 "What a fantastic company and extremely helpful" George Owen, May 2014 "Great company and love that your customer service is based in the UK and has a normal number (not 0845)" G. McDougal, May 2014 "Just moved into new property, first thing I did was transfer First Utility to new address. You are the first utility company I actually like and trust. Keep up the good work." D. Mullroney, May 2014 "I have already recommended 4 people who I know have joined you, I will keep recommending as well." David Boaler, June 2014

13 Our Values Friendly We re warm, polite, easy to deal with, open and trusting Inventive Secondary headline We love to problem solve and innovate with fresh and inspiring ideas Relevant Spirited We re well informed, helpful, straightforward and useful We re full of energy, enthusiasm and bold determination Together We listen, co-operate and work together as a well oiled team

14 Recap Please answer each question and click to reveal the answer. Q. How can our customers communicate with us? Secondary A. By telephone, headline , live web chat or twitter Q. How do we communicate with our customers? A. By Q. What makes First Utility different? A. Better prices, better UK service & better innovation Q. What does the R stand for in our values? A. Relevant

15 Module 2: The Energy industry

16 Energy History What is deregulation? Up until the 1990s, domestic energy customers could not switch Gas and Electricity suppliers. Households were supplied with Gas by British Gas and Electricity by their local public Electricity supplier Deregulation of the Gas market in May 1998, and Electricity 12 months later, gave customers the power to choose any company they wanted to supply their domestic energy In 2013, on average 72,000 customers switched their Energy supplier every week. That s over 3.8 million people in the year

17 The Big 6 Suppliers 95% of consumers are supplied by the big six Over 45% are still on standard high priced tariff still have not switched Many more are rolled over from promotional tariffs to standard higher priced tariffs British Gas inherited all the Gas customers from the monopoly Gas boards in They trade under the name Scottish Gas in Scotland and are part of Centrica Scottish Power is, one of the original 14 public Electricity suppliers, who acquired MANWEB (Merseyside and North Wales Electricity) Npower is owned by RWE and was formed in 1999 a combination of, Midlands Electricity, Yorkshire Electricity and Northern Electricity Southern Electric was formed in 1998 with the merger of Southern Electric and Scottish Hydro Electric. Subsequently it acquired South Wales Electricity (SWALEC) EON is a German-owned company. Regional areas East Midlands, Eastern Electricity and Norweb EDF Energy is owned by Electricite de France. It was created after the mergers of Seeboard (South Eastern Electricity), SWEB (South West Electricity) and London Electricity

18 Changing Supplier All 26 million domestic customers are able to choose their supplier Domestic customers can switch suppliers by signing up to a new supplier The new supplier will manage the switch over and keep the customer informed during the process Secondary headline The customer will be asked to provide a meter reading on transfer date The new supplier will take over the billing and customer services for the supply Suppliers can, under certain circumstances, charge the customer a exit fee. The consumer is responsible for paying any such exit fee and should be made aware of this The existing supplier may block the transfer if: The customer has an outstanding debt, for which they have been billed. (Customers will be responsible for paying any debt or outstanding consumption to their existing supplier). The customer claims not to have entered into a contract

19 Electricity Regions The UK is broken up into 14 different regions Secondary The region headline is important because each region has different pricing When the customers postcode is entered on the First Utility website, the correct prices are displayed for that region

20 Electricity Distribution WHOLESALE MARKET Generators, suppliers, trading, large customers and National Grid Transco buy and sell Electricity TRANSMISSION National Grid operates the pylons and wires for transmitting Electricity at high voltage ELECTRICITY DISTRIBUTION BUSINESSES Distributors operate the regional Electricity networks CUSTOMERS Large and small business customers and domestic customers use fuel SUPPLIERS Companies such as First Utility sell to and bill customers

21 Gas Distribution PRODUCERS, IMPORTERS Companies which bring Gas from North Sea fields, Intercontinental pipelines or LNG terminals SHIPPERS Bring Gas onshore to pipeline systems. Trade capacity and Gas NATIONAL GRID Transporter of Gas on the distribution network in addition there are some IGT networks CUSTOMERS use fuel SUPPLIERS Companies such as First Utility sell to and bill customers

22 Distributors vs. Suppliers Distributors Suppliers Distribute Gas & Electricity to customers Bill the customer for their usage Maintain the Gas & Electricity network Provide customer service Customers CANNOT change their distributor Customers CAN change their supplier

23 MPAN s and MPRN s Unique reference numbers are used in both the gas and electricity market to identify the supply point (customer) and they appear on all energy bills Electricity has MPANs (Meter Point Administration Numbers) that appear in this format Secondary headline S Gas has MPRNs (Meter Point Reference Numbers) that appear in this format MPAN s and MPRN s must be supplied to transfer gas and electricity supplies. It is important that these numbers are accurately input so that we are sure that we have the correct property Although these numbers will always appear on the bills they will not necessarily always be called MPAN and MPRN, other terms that are commonly used are supply number, S number and meter number. The term meter serial number is not an alternative name for the MPAN and MPRN

24 Identifying An Electricity Supply Every property in the UK has a unique reference number for Electricity, this is known as a meter point administration number (MPAN) Displayed below is the meter configuration (top 8 digits) and the MPAN (bottom 13 digits). An MPAN will always be 13 digits long S 01 & 02 = These indicate a residential supply and can be signed up on a residential tariff Do not sign up 03 or above on a residential tariff This box shows the Distributor s region the property is situated Regions are numbered 10 to 23 (as shown in the table to the right) Number Distribution Region 10 Eastern 11 East Midlands 12 London 13 MANWEB 14 Midlands 15 Northern 16 NORWEB 17 Scottish Hydro 18 Scottish Power 19 SEEBOARD 20 Southern 21 SWALEC 22 SWEB 23 Yorkshire

25 Identifying Economy 7 What is Economy 7 and how does it work? Economy 7 (also known as E7) is an Electricity tariff which has different prices at different times of day With an Economy 7 Electricity tariff, the Electricity a customer uses at night costs less than the Electricity they use during the day - a bit like peak and off-peak phone calls It's called Economy 7 because a customer gets cheaper Electricity for 7 hours each night Economy 7 tariffs use a different kind of Electricity meter, which, unlike a standard meter, can track the Electricity the customer uses during the day and at night separately. Therefore, customers need to have the right sort of meter before they can sign-up to an Economy 7 tariff

26 Smart meters What are Smart meters? Smart meters are smarter than digital and mechanical meters because customers do not need to take meter readings. With a smart meter: meter readings are taken automatically they're sent via mobile communication technology to the customers energy supplier the readings are used by the supplier to produce an accurate bill the customer can monitor their energy consumption online and make informed changes to their usage to save energy and reduce their bills What if the customer has another supplier s Smart meter? If a customer has a smart meter which was installed by another supplier and they wish to switch to First Utility, we cannot guarantee that we will be able to read their meter automatically You must inform the customer they may lose some Smart meter functionality by switching to First utility

27 Recap Please answer each question and click to reveal the answer Q. Which meter type automatically takes the readings? A. A Smart Meter Q. How many digits are there in an MPAN? A. 13 Q. Can a customer choose their supplier? A. Yes Q. Where can a customer find their MPAN and MPRN? A. On their energy bill

28 Module 3: The Registration Process

29 Before you get started Before you can start promoting our products, you need to have done the following: Registered as a representative with First Utility: Once the registration has been completed and accepted with First Utility you will receive the training link within two working days Successfully completed the training: You only get 4 attempts to completed your training. If you fail 4 times, you will not be permitted to work with First Utility Print out your certificate: You will receive a confirmation to say you are authorised to sell First Utility s Products Unfortunately any customer you promote to and register before you have completed your training, will be cancelled and therefore will not appear in your ACN shop Please note, you must be a resident of the United Kingdom to work with First Utility

30 Who can you sign up? 1. Yourself once you have registered with ACN 2. Customers above the age of The person who is the bill payer and responsible for the bills Secondary 4. Customers headline who do not have an outstanding debt with their current provider 5. Customers who are a resident of Great Britain (GB) 6. Only people that you already know such as: Family, friends, referrals by invitation, work colleagues, sales from tier of IR s, web shop activity, Facebook, staged events/ parties by invitation, ACN exhibitions/ events 7. Anyone over the age of 69 with prior approval (the approval is obtained as detailed later in this training module) 8. Anyone with a valid address

31 Who can you not sign up? 1. Customers under the age of Over the age of 69 without prior approval 3. Customers with Pre Payment meters, related MPAN s (more than one Electricity meter at a property) and a high gas usage, which is over 73,268kWh per annum Secondary headline 4. Customers who do not want to have a credit check performed 5. Customers who will be moving home in the next 8 weeks. They can sign-up after they have moved home 6. Customers who do not have an understanding of the product being promoted 7. Anyone who is not already known to you 8. Customers who do not have a good understanding of English, as all our communication is in English 9. Anyone without a valid address

32 Starting the registration The First Utility registration landing page is simple and easy to use. Here are some key points to remember: The customer must input the data into the website and not you All communication is sent to the customer by . You must ensure that the customer s own address is used on the registration form Customer s must have internet access and have their own personal address Customer s must provide 3 years address history, for credit checking purposes

33 Getting Started In order for the registration to be marked as your sale, the customer must enter your Team ID in the reference field They must type in your Team ID rather than copying and pasting it, as this can lead to errors. This can result in the registration not being marked as your sale and therefore it will not appear in your ACN shop

34 Getting Started Enter the customers supply address postcode and click Get a quote. This will select the correct prices for their region

35 Completing a Quotation When completing the quotation, the customer should provide the most accurate information possible regarding their current supplier, current tariff and annual energy consumption. This will be helped by having a current utility bill to hand or the customer annual energy statement Customers can choose Economy 7 provided they have the correct meter to support it Once completed click Get a Quote Secondary headline

36 Selecting a Tariff The top section shows the customers current annual energy spend based on the information they have entered The bottom section displays the First Utility tariffs available to them, the annual cost and any potential saving for each To register for a tariff, simply click the Select button next to the chosen tariff If the customer would like a copy of the quotation, they need to click these results which is displayed in the bottom right corner of this screen

37 Tariff Information Label The tariff information label provides the customer with all the key information about the tariff including the unit rates, standing charges and any exit fees You must ensure that the customer views the tariff information label for each tariff they are interested in

38 Step 1: Starting the Registration To start, enter the supply postcode and click find address. If the correct address isn t displayed, click Or enter your address manually Any box with a red asterix next to it indicates it is a required field You must ensure that the customer is aware of the principle terms and conditions before they proceed any further

39 Manually Entering the MPAN/ MPRN If the registration form does not automatically populate the MPAN and or MPRN, these will need to be manually entered You will be able to find these on the customers utility bill If the customer has Electricity and Gas, the Dual Fuel Tab must be selected The customer must confirm their correct MPAN and or MPRN from their current suppliers bill

40 Step 2: Personal Information For credit checking purposes, the customers full first name should be entered even if it s not used (e.g. William not Bill ) The date of birth is required for credit checking purposes If the customer wants the bill sent to the supply address, tick the Use supply address box If the customer has been at their current address for less than 3 years, they will be asked for previous address details. If their combined time at their current and previous address is less than 3 years they will be asked for a third address

41 Step 3: Payment Information Make sure the customer enters their name as it appears on their bank account To confirm authority for setting up the Direct Debit, the customer must tick I am the sole signatory

42 Step 4: Checking Details The final page allows the customer to double check their details before submitting the registration. To view the information entered, simply click on the arrow next to each section To confirm their monthly Direct Debit amount, the customer can click on Payment Details Finally, before submitting the registration the customer will again need to confirm they have read and agree to First Utility s terms and conditions and privacy policy

43 The registration process Once the customer s registration has been submitted, the journey of becoming a First Utility customer will begin To help First Utility to help you, please ensure you have done the following: 1. You must have registered with First Utility and passed your training before registering customers 2. When registering a customer, ensure they take great care entering their address 3. Before registering a customer over the age of 69, you gain prior approval from First Utility By doing the above you will help to ensure the customer has a smooth transfer process If these are not done, it may result in the registration being cancelled and if the customer still wishes to proceed, they would need to submit a new registration.

44 The registration process Below are the key stages in transferring a customer s supply Day 1 During the cooling off period Week 1 Week 2 Week 6 to 8 Customer enters their 14 calendar day cooling off period After registering to transfer their energy supply the customer has a 14 calendar day cooling off period. During this time they can cancel their application at any point without a penalty Customer Welcome Call Within the cooling off period, First Utility will attempt to contact all customers by phone to ensure that: The customer understands they have entered into a contract with First Utility The customer is happy they have been given all the information they need The customer already knew the representative that promoted First Utility s products The address provided is correct and the customers own address The customer has a good understanding of English Unfortunately if the customer cannot confirm all of the above the registration will be cancelled and where appropriate the representative will have to arrange for the application to be resubmitted. Becoming a First Utility customer First Utility will start the transfer of their supply a week after the start of the customers cooling off period. This does not impact on their right to cancel the contract during the cooling off period. Opening meter readings At the end of the cooling off period, First Utility will request opening meter readings from the customer. This is to ensure accurate readings are used on the First bill rather than estimated readings First Bill First Utility will issue the customers first bill and then monthly thereafter

45 Who to contact You must upload a copy of your passport or visa onto your ACN contact form. You must ensure you provide your address and team ID before submitting the form Should you have any customer registration queries, please send these via your ACN contact form. A member of the First Utility team will respond to your query within three working days Please do not call First Utility customer services to discuss any customers account. For data protection reasons our customer service team will only talk to the customer about their application or account Any missing customers or queries regarding your points, please speak directly to ACN

46 Recap Please answer each question and click to reveal the answer Q. When using the registration landing page, who must enter the data? A. The Customer Q. Should you use a customers full name on the registration? A. Yes Q. What is the minimum number of years address history we require? A. 3 Years Q. At what point in the transfer process may the customer receive a Welcome call? A. During the 14 calendar day cooling off period

47 Module 4: Compliance

48 Introduction to Compliance Why is it important to be compliant? It ensures that customers receive all the information they need to make an informed decision and that all the information provided by agents is consistent Protects the customer from being misled Protects the agent from claims they have not provided all the necessary information Failure to be compliant may mean that an agent is no longer allowed to work with First Utility

49 Marketing Licence Condition 25 The Supplier s Licence details the various obligations that suppliers are required to meet Licence Condition 25 (of the Marketing Licence Condition) details the requirements when conducting sales. Anything highlighted in BOLD applies to the agent Selection and Training Appropriate selection processes are in place Training including details of licence condition 25 (This is why you are required to complete the training and register before you can promote First Utility s tariffs) Pre-contract obligations Provide the customer with a comparison of charges between their existing supplier and the new tariff offered this will be provided as part of the on-line sign-up process The comparison should be based on the best estimate of the customer s annual consumption you should advise the customer to use billing information or an annual energy statement If the customer wishes to pay by fixed direct debit, they are provided with a clear explanation of how the amount is calculated and how this relates to their total annual bill you should make it clear that the initial amount will be a twelfth of their estimated annual bill

50 Marketing Licence Condition 25 Obligations at the time of contract, we must provide: A copy of the domestic supply contract An explanation of what happens next you should advise the customer of the timings of the application and registration process A reminder to check that the product they have chosen is appropriate to them Information about their right to cancel you should make the customer aware of their right to cancel Information about what to do if they have any concerns and details of how the Citizens Advice Consumer Helpline can be contacted (So you need to ensure the customer has all the information they need before submitting an application) This information is provided during the online application process and by when the customer submits their application: Within 14 days of entering into the contract, First Utility must contact the domestic customer to confirm they: Understand that they have entered into a contract Understand the principle terms of the contract Are content to have entered into the contract Have received a comparison against their current tariff Are content with the information provided Are content with the way in which the promotion was carried out (So First Utility will be contacting customers to ensure that they are happy)

51 Principle terms and conditions The supply licence requires that a potential customer is made aware of the principle terms and conditions of the contract before they enter into that contract. Below is a summary of the key areas that should be drawn to the attention of the potential customer Credit Checking First Utility may use the customer information provided to make checks with the credit checking agency before accepting a supply contract Switching from current provider First Utility first takes on the electricity supply then applies for the gas. If the current supplier objects, then First Utility may only supply electricity Discounts Where customers cancel their monthly Direct Debit they will lose their annual discount of per fuel. The same applies if they change to paper billing. Charges for supply From time to time, First Utility may make changes to the terms of contract/prices, First Utility will notify the customer 30 days in advance Leaving First Utility A standard customer can leave with 28 days notice unless their is an outstanding debt of any amount Fixed price period - First Utility may make changes to the terms of contract or prices if incorrect information was provided. They may charge an exit per fuel if customers leave during the fixed period The full terms and conditions are available on the First Utility website

52 The Data Protection Act What is the Data Protection Act 1998? It is a law that protects personal privacy and upholds individuals rights Does the Act affect you? Yes. The act applies to anyone who handles or has access to information about individuals. The act also gives rights to the people the information is about What are your responsibilities? You should never share any customers data without their consent You should never take more information than is required to enable registration You should never contact First Utility requesting customer information. This means you cannot contact First Utility about a customer s account

53 Standards of conduct for suppliers You must not sell a consumer a product or service that they do not fully understand or that is inappropriate for their needs and circumstances. you must ensure that you check that the customer has online access, is aware that they are responsible for any exit fees their existing supplier may charge and understands the principle terms and conditions You must not change any material about a customer s product or service without clearly explaining to them why You must not prevent a customer from switching product or supplier without good reason You must not offer products that are unnecessarily complex or confusing. you must ensure that any potential customer understands the product You must make it easy for customers to contact you and act promptly and courteously to put things right when you make a mistake

54 Sheltered Housing It is First Utility s policy that no promotions are made at any sheltered housing to residents even if permission has been obtained from a warden or other person in authority. You will not promote to any residents of sheltered housing

55 Vulnerable Customers In order to avoid the exploitation of inexperienced or vulnerable customers, agents will not sign-up: 1) Any one under the age of 18 2) Any consumer that does not have a good understanding of English 3) Any consumer that displays a lack of understanding of the product that is being promoted Care must be taken to ensure the customer has a full understanding of the commitment they are making. If in doubt, it s safer for you, the agent not to proceed with the sale and advise the customer to register themselves directly through the First utility website Whilst you may think that an individual aged 69 or over is capable of making a decision you are open to complaints about exploitation, you must ensure that you have prior approval before promoting First Utility s products to anyone over the age of 69

56 Prior approval for over 69 s To gain approval to promote First Utility s products to customers over the age of 69, you must following the below steps: Step 1 Representative must complete the over 69 enquiry form, which is available on the ACN website Step 2 Representative must send the completed over 69 enquiry form via the ACN contact form or the link which is available through the products section of My ACN Step 3 First Utility will call the customer to confirm they know the representative and they are happy to register Step 4 First Utility will outcome to the representative to give them approval to promote to the customer

57 Consumer right to cancel The consumer has the right to cancel the contract within 14 calendar days of entering into the contract We are required to make sure that the consumer is aware of this right to cancel and that it can be done by phoning, ing or writing to First Utility. This means the customer cannot asked you to cancel the application You should always make customers aware of their right to cancel when promoting First Utility s products These cancellation details are on the sent to customers when they submit their application

58 Marketing routes Agreed Marketing Routes: Family, Friends, Referrals by invitation, Work Colleagues, Sales from Tier of IR s, Web shop Activity, Facebook, Staged Events/Parties by Invitation, ACN Exhibitions/Events. Non-Acceptable Sales Routes including: Door to Door, Telesales, None Accredited Websites, sales campaigns, In Store Stands Sales, Leaflet distribution followed by Cold Call

59 Energy code of conduct/other Included within this training is the Energy Code of Conduct. You will need to agree to comply with its terms and conditions before you can work with First Utility You should make any potential customers aware that you are representing First Utility All information given to you by First Utility or customers is covered by the Data Protection Act, and should be treated accordingly. For instance you should not use the fact that an individual signed a contract to encourage other to do so

60 Standards of conduct for agents Must not sell a consumer a product or service that they do not fully understand or that is inappropriate for their needs and circumstances Will only promote First Utility s products through warm leads and not undertake any cold calling activity, as defined by First Utility Will not complete or knowingly permit a customer to complete the online registration with false information Will ensure the customer understands they are entering into a contract to transfer their energy supply to First Utility Will not knowingly give false information, omit relevant information or mislead any potential customer about First Utility s services or products Will not promote First Utility s products to anyone under the age of 18 or who does not have a clear understanding that they are entering into a contract Will not promote to anyone over the age of 69 without prior approval to promote to that individual Will ensure customers have internet access and a valid address

61 Recap Please answer each question and click to reveal the answer Q. What information should you use to provide a customer with a price comparison? A. The customers billing information Q. Can you sign up a customer if they do not have a good understanding of English? A. No Q. Are you able to register a customer who was born in 1939? A. Yes but only with prior approval Q. Can a supplier charge a customer an exit fee for leaving? A. Yes

62 Module 5: Products & Payment Methods

63 Introducing our Tariffs We currently offer 3 different tariffs, each with it s own unique selling point: Tariff 1: isave Everyday Includes The First Utility Price Promise Tariff 2: isave Fixed Peace of mind with fixed energy prices Tariff 3: icontrol Fixed Free Cosy home heating controller with a discounted installation fee

64 The Price Promise Every week we check that our isave Everyday tariff price is cheaper than the Big 6 standard tariffs. If we re not cheaper, we lower our price to make sure that we are The price promise relates to the following competitor tariffs (or any replacement tariffs as that company s Standard Tariff): British Gas - Clear and Simple, E.ON - Energy Plan, Scottish Power - Standard, Npower - Standard no standing charge, EDF - Standard (Variable), Southern Electric - Standard Energy The calculation will be based on average usage of 3,200kWh of electricity and 13,500 kwh of gas on a national basis If the cheapest average bill value based on average usage on a national basis of any of these tariffs falls below ours, then we will reduce our tariff to be lower than that average bill value within 60 days of the customers next Billing Cycle

65 Fixed Tariffs What is a fixed tariff? With fixed tariffs the unit rates and standing charges are fixed until the end of the month stated in the tariff name. This protects customers from any price increases during the fixed price period We offer a variety of isave fixed tariffs with different pricing points and different fixed price periods. Our longer fixed tariffs may initially cost more. However, they are designed to protect customers from any future price rises over a longer period. Giving you this variety of tariffs means you can find the most suitable tariff to meet your customers requirements Please note: If a customer transfers to another supplier during their fixed price period, they may incur a exit fee of 30 per fuel. Our icontrol tariff has a exit fee of 50 per fuel.

66 icontrol Tariff Introducing our Cosy Heating Control Customers registering for our icontrol tariff will be eligible for our free Cosy home heating controller What is Cosy? Cosy is a mobile thermostat, helping our customers manage their energy more efficiently whilst tailoring it to their lifestyle. Whilst traditional thermostats only give you the option of on or off, Cosy gives customers the ability to monitor and set their heating remotely via the Cosy mobile app How can a customer get their Cosy? Once on supply the customer will receive an with a link to book their Cosy installation appointment. There is an installation fee of 75 that the customer must pay when booking the appointment.

67 Great Benefits Included All of our online tariffs include: Personal online account: Allows customers to keep a track of their bills, managing their Direct Debit arrangements, make a payment and tell us if they are moving home Submit meter readings online: We remind customers by each month to submit their meter readings. We then use these readings on their bills, so they never pay more than they need to for their energy Fixed monthly Direct Debit: Our default payment method which makes budgeting easier as customers know how much will come out of their account each month

68 Payment Option Fixed DD A fixed monthly Direct Debit allows customers to spread their payments across the year The monthly payment amount is calculated using either the customers provided annual consumption or the industry average consumption for their type of home, along with the rates for their chosen tariff We divide the estimated yearly spend by 12 to give the fixed monthly Direct Debit amount. For Example, if the customers estimated annual spend was 1,200.00, we would set the Direct Debit a per month The customer will receive a monthly bill for this amount First Utility will regularly review the fixed Direct Debit amount to ensure that customers get no unexpected surprises Benefits of Fixed Direct Debit for the customer: Helps the customer to manage their energy payments more easily Avoids the risk of large bills during the winter

69 Payment Option Variable DD Fixed Direct Debit is the default payment option. However, if a customer would prefer to pay for what they use we can offer a variable Direct Debit A Variable Direct Debit means we will deduct the amount that s shown on the customers bill, so the full balance is paid each month This means customers will receive larger bills in the winter and smaller bills in the summer The customer will receive their bill five days before the payment is taken from their bank account Benefits to the customer are: Submit monthly meter readings and only pay for what they use By paying for what they use it removes the risk of building up a credit or debt on their energy account Puts them more in control of their consumption Please note: Customers can only changed to variable direct debit once their account has gone live. They can do this by contacting First Utility Customer Service

70 Recap Please answer each question and click to reveal the answer. Q. Which is the only tariff that includes the First Utility Price Promise? A. isave Everyday Q. Where can customers view their monthly bills? A. Through their personal online account Q. Which customers qualify for Online Account Management? A. All new customers Q. Which payment method allows customers to pay for what they use? A. Variable Direct Debit