POWER YOUR WORLD With PLANET ENERGY through CANADA ENERGY

Transcription

1 POWER YOUR WORLD With PLANET ENERGY through CANADA ENERGY

2 NEW REGULATION PROCESS FOR IBO IBOs Training Print Badge & Biz Card Mandatory Regulation Process MUST be followed in order Testing Qualified to Acquire Canada Energy Customers

3 The Ontario Energy Board Codes of Conduct set out very strict rules regarding marketing regulations including the use of business cards and badges that have to be followed to the letter of the law. When meeting with prospective customer in person an IBO must do the following: 1. Immediately identify yourself and Planet Energy 2. Immediately state that Planet Energy is not the customer s utility and is not associated with the OEB or the government of Ontario 3. Provide the customer with an official Planet Energy Canada Energy business card

4 Energy supply through Planet Energy Planet Energy is for : Residential Small Business Large Business

5 Choice Variety of programs to fit your needs and budget Stability and Flexibility Program options to minimize price volatility, take advantage of market pricing, or do some of both at the same time. Environmentally Friendly* Each program offers a Green option, which gives you the opportunity to contribute towards a Planet Energy endorsed local green initiative or project. *Green options are not available in Manitoba

6 85% of Canadian Electricity and 83% of Canadian Gas customers are with an (incumbent) utility Great Opportunity for Your Business!

7 Fixed rate: a rate that is fixed for the duration of the term of your contract Variable rate: a rate that fluctuates with the short term wholesale market Term: the length of your contract Units of measure: Natural gas is measured in cubic meters (m 3 ) in ON and MB. Electrical energy is measured in kwh in all provinces Energy: the term used to describe energy produced from conventional sources such as coal, fossil fuels, nuclear, etc Green Electricity and Green Natural Gas: the term used to describe energy products, which provide customers the opportunity to contribute towards a Planet Energy endorsed local green initiative or project.

8 Sources green initiatives and projects from local (Canadian) organizations/charities for both our natural gas and electricity Green programs. Licensed by provincial energy boards and commissions to supply electricity and natural gas. 100% Canadian owned and independent from any local utility or government.

9 Only new Planet Energy customers Residential and business natural gas and electricity in Ontario Residential and business natural gas in Manitoba

10 6 Natural Gas Programs and 6 Electricity Programs Available* Stability Program (standard and green) reliabill Program Natural Gas Only (standard and green)** Peak Protection Program Electricity Only (standard and green) Market Tracker Program (standard and green) Choosing Your Planet Energy Program Deciding on your program of choice for your energy needs really is determined by what you are trying to achieve in your decision to select an energy supplier. * Programs vary by market ** reliabill is available to residential customers only

11 Fixed Rate Plans Lock in your price Protection from fluctuating market prices Price stability for contract term, regardless of market price Good for the most risk averse customers Please refer to your terms & conditions or the FAQ page for information on balancing.

12 Variable Plans Fluctuate with wholesale price in market Take advantage of low current rates Riskier over long-term Only available in Ontario

13 Natural Gas Only Guarantees you pay the same amount each month ($/month) for the duration of your term.* Similar to equal billing but even better as it is for 60 months!* Natural Gas only Only available in Ontario Residential customers only * Customer s consumption is limited to 3300m 3 per year. If this threshold is exceeded by the customer, the customer will pay the reliabill monthly amount, plus the Planet Energy Market Tracker variable natural gas supply price for the amounts above the threshold.

14 Electricity Only Exclusive program only offered by Planet Energy for electricity consumers. Avoid paying Time-of-Use rates Fixed rate during on-peak hours* and a variable rate during off-peak hours** Only available in Ontario *On-Peak hours are from 7:00am 11:00pm, Monday to Friday **Off-Peak hours are from 11:00pm 7:00am, Monday to Friday & all day Saturday & Sunday

15 Available on all power and gas products in Ontario By choosing our green products, you can help make an environmentally conscious decision to contribute towards Planet Energy s Green initiatives and projects. Ideal for customers who are environmentally conscious, and are motivated by being a responsible energy consumer These customers are typically motivated less by price than ethics Green may cost a little more, but you stand to make an environmentally conscious contribution towards Planet Energy s Green initiatives and projects. It only takes one person to make a difference for a greener planet!

16 Natural Gas and Electricity

17 Natural Gas Four Program Types 1. Stability (Fixed) 2. reliabill ($/month) Residential Natural Gas Only 3. Peak Protection (On-Peak Fixed, Off-Peak Variable) Electricity Only Product Type Standard & Green Option Stability Fixed reliabill Market Tracker $/month Variable Electricity Product Type Standard & Green Option Stability Fixed 4. Market Tracker (Variable) Peak Protection On-peak Fixed, Off- Peak Variable 5 year contract term Market Tracker Variable

18 Ontario All Businesses qualify for Natural Gas from Planet Energy through ACN Canada Energy Ontario All Businesses qualify for Electricity from Planet Energy through ACN Canada Energy

19 Natural Gas One Program Type 1. Stability (Fixed) Product Natural Gas Type Standard Option Stability Fixed Manitoba 5 year contract term

20 Manitoba Businesses using less than 20,000 GJ (BC) per year or 500,000 m 3 (MB) per year qualify for Natural Gas from Planet Energy through ACN Canada Energy

21 Walk your customer through their options by visiting your ACN Direct Online Store and accessing the Canada Energy store

22 ONLINE Residential Small business COMMERCIAL LEAD PASS FORM Large commercial business Fax to Attention: Commercial Energy

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24 Online order process similar for all Provinces But... Ontario online order process has some important unique steps

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38 All large business prospects must be submitted through the Commercial Lead Pass Program

39 Within 10 days of sign up Customer may switch programs by calling Planet Energy Customer Service at

40 After 10 days Ontario: Customers may switch from Market Tracker to Sleep Easy or Stability or reliabill or Peak Protection, or from Sleep Easy to Stability. All conventional programs can be switched to the same program in green. Manitoba: No switching permitted

41 Average time for enrollment acceptance: Ontario Electricity: 2 weeks Ontario Gas: 2 weeks Manitoba Gas: 2 weeks Process can take up to 3 months after initial PE contact

42 PROVINCE GAS (days) ELECTRICITY (days) ONTARIO MANITOBA 70 N/A

43 Only applies in Ontario. Applies to customers currently with another retailer Gives incumbent retailer time period to try to keep customer (approx. 30 days) If a customer is currently receiving service from another retailer, they may be subject to Early Termination charges

44 Ontario and Manitoba customers can cancel their service without penalty within 10 days from order date by calling Planet Energy Customer Service at

45 Customer must be an account holder, spouse of the account holder or have signing authority on behalf of a business. Location must already have natural gas and/or electricity service. Location must be serviced by a utility which is accepted by Planet Energy. Eligible utilities can be found on your ACN Direct Online Store. Customers already under contract with an energy retailer can still sign up

46 Customer must be 18 years of age or greater Customers must have a copy of their current utility bill when signing up Below applies to Ontario sign ups: Account Holders must enter their own personal information and electronically sign the order when placing their Planet Energy order online IBOs may not be present on the premises or imminently return to the customer at the time the customer is signing up

47 Will I be switching utilities? No Who do I receive my billing from? From your current utility When will this program start? It may be upwards of 90 days Do you need to install anything to benefit from your programs? No.

48 "Why should I sign up for Canada Energy? I prefer not to think about my energy bills and just pay the utility without any extra paper work or hassles. "I haven t heard of this before and don't understand how this is possible.

49 "I'm worried my price will go up and I'll want to cancel. "I don't want to end up paying more than I am with my current utility.

50 Do not contact Planet Energy directly Always go through ACN designated websites & phone numbers Your ACN Direct Online Store or myacncanada.ca Planet Energy /ACN Canada Energy Customer Service: Provide customer with your Business ID Customers must always place their own order

51 DO NOT PROMOTE SAVINGS ACN IBOs should not position Planet Energy products as providing savings on the customer s bill. Energy rates listed on the Canada Energy online store for variable products or variable components of products are estimates. Customers are billed at the variable rate in effect when they consume the energy.

52 PART B ONTARIO NATURAL GAS & ELECTRICITY TRAINING AN ACN IBO SELLING ENERGY IN MANITOBA AND BRITISH COLUMBIA MUST ALSO REVIEW THIS SECTION AS MUCH OF THE INFORMATION IS ALSO RELEVANT TO THESE MARKETS.

53 1. Ontario Regulatory Structure 2. Training and testing 3. Electricity and Natural Gas market structure 4. How electricity and gas pricing works and the customer s bill 5. How to complete an online order 6. Persons who may enter an order 7. Consumer cancellation rights 8. Business cards and Identification badges 9. Disclosure Statements and Price Comparisons 10.Behaviours that constitute an unfair practice 11.Verification 12.Contract renewals and extensions

54 CHAPTER 1 ONTARIO REGULATORY STRUCTURE

55 Effective January 1, 2011, in Ontario, the energy marketing industry has been regulated by: Energy Consumer Protection Act ( ECPA ) ECPA Regulations New Ontario Energy Board codes of conduct

56 CHAPTER 2 TRAINING AND TESTING

57 1. Ontario regulations require that all persons selling energy in Ontario receive training and pass a training test. 2. The Test: 1. 80% grade required for pass 2. Only allowed 2 attempts to pass, if both attempts failed you may not sell Energy in Ontario 1. Must retake entire training before attempting test a second time. 3. Must retake training and be re tested annually 4. Must retake training and be re tested if you have been inactive selling energy for 60 consecutive days. 5. You will be notified immediately after completion of the test if you passed. 6. After you pass the test, customers will be able to place orders using your Business ID within the hour

58 CHAPTER 3 ELECTRICITY AND NATURAL GAS MARKET STRUCTURE

59 Deregulation meant the removal of government controlled prices for electricity and natural gas allowing for greater competition in the marketplace and therefore, more and better pricing for consumers. Pre Deregulation Only local utilities could supply electricity and natural gas Post Deregulation new products offered by retailers, such as Planet Energy The safe reliable delivery of electricity and natural gas remains role of local utilities

60 Post Deregulation Natural Gas Natural Gas Production (ex. Alberta wells) Natural Gas Retailers (ex. Planet Energy) Natural Gas Transmission (ex. TCPL) Natural Gas Distribution (ex. Enbridge/Union) Natural Gas consumption (ex. Customer s house) Electricity Electricity Generation (ex. Nuclear/hydro/ fossil fuels) Electricity Retailers(ex. Planet Energy) Electricity Transmission (ex. Hydro One) Electricity Distribution (ex Toronto Hydro, Enersource) Electricity Consumption (ex. Customer's house)

61 CHAPTER 4 ELECTRICITY AND NATURAL GAS PRICING AND THE CUSTOMER S BILL

62 Natural Gas Prices Natural Gas has historically had a correlation to the price of oil. Energy experts like T Boone Pickens have suggested that we are globally capped at 85 million barrels of oil per day. Anything that poses a threat to the global oil supply will cause prices to increase. WAR IN THE MIDDLE EAST NATURAL DESASTERS Electricity Prices Greater regulation implementing expensive alternative power sources Removal of traditionally inexpensive generation sources Ending of Subsidies

63 How is gas priced for customers who buy from their local utility? Approved by Ontario Energy Board Revised quarterly based on next 12 months forecast Rate adjustments are implemented January 1 st, April 1 st, July 1 st and October 1 st after the Ontario Energy Board reviews the utility s application Includes an adjustment to correct for forecast errors from previous quarters A Local Distribution Company (LDC) may not include profit margin in the procurement cost of the natural gas commodity

64 The gas cost adjustment: Applies only to customers that purchase gas supply from the local utility Planet Energy customers are not affected by the gas cost adjustment Can be a charge or credit on customers bills Is evaluated and set quarterly by the local utility (with OEB approval) Is a true up between what the utility incurred in the previous quarter and the forecasted cost of gas supply.

65 Transportation Charges In addition to the gas supply charge, all gas customers pay a transportation charge for service from Western Canada to Ontario. How this is paid by a customer purchasing gas supply from a retailer such as Planet Energy through ACN Canada Energy varies by utility. Enbridge: Planet Energy customers will pay either an Enbridge or Planet Energy transportation charge. This will be determined by Enbridge s transportation profile for the customer. The transportation profile may or may not be indicated on the customer s bill. If the customer wishes to know their transportation profile they may need to contact Enbridge customer service.

66 Transportation Charges Continued Union Gas: Union Gas is divided into five delivery zones Southern Eastern Northern Northwestern Fort Frances In Union s southern delivery zone Planet Energy customers will pay a Planet Energy transportation charge. In all other Union zones Planet Energy customers will pay a Union Gas transportation charge.

67 What does a natural gas bill look like for a customer purchasing gas supply from their local utility vs. a customer purchasing gas supply from a retailer such as Planet Energy through ACN Canada Energy? Enbridge Union Gas Regulated Portion of the Bill ONT T West T Southern Zone Other Zones Customer charges Delivery charges Deregulated Portion of the Bill Utility Gas Supply Planet Energy Supply Gas utility transportation Utility gas supply Gas cost adjustment Utility Transportation Planet Energy Transportation Planet Energy gas supply Gas cost adjustment

68 Customers that purchase electricity supply from their local utility pay either the Hourly Ontario Energy Price ( HOEP ), or the Regulated Price Plan ( RPP ) What is the HOEP? The Hourly Ontario Energy Price is the market price set every hour in the province of Ontario. Who pays the HOEP? All commercial customers with annual consumption of over 250,000 kwh/year that purchase electricity supply from their local utility are billed based on the HOEP. In addition, they pay the Global Adjustment as a separate line item on their bill.

69 What is the RPP? The RPP rates are set every six months (May 1 st and November 1 st of each year) by the OEB. It is based on a number of factors including: The OEB s forecasted market price Gains and losses resulting from forecast/actual variance The OEB s forecasted global adjustment Who pays the RPP? Residential and small commercial customers that purchase electricity supply from their local utility pay the RPP.

70 Regular metered customers Customers with regular consumption meters are subject to a tiered RPP price structure with a lower price for monthly consumption up to the first tier and higher price for consumption above the first tier. Note: regular consumption meters are being phased out. Tiered price plan structure consumption over which the higher RPP rate is paid Residential Commercial Summer May to Oct 600 kwh/mo 750 kwh/mo Winter Nov to Apr 1000kWh/mo 750 kwh/mo Current & historical RPP Rates can be found at

71 Customers with Time of Use ( TOU ) Meters Customers with Time of Use Meters, sometimes referred to as Smart Meters pay the Time of Use RPP price structure. A smart meter tracks how much electricity you use and when you use it. In Ontario, more than 95% of electricity customers are currently paying Time of Use rates, with more being switched every day. Current and historical RPP Rates can be found at

72 The Global Adjustment (formerly the Provincial Benefit ) can be a credit or a charge to you. It is your share of the difference between the government s regulated and contract prices for electricity paid to certain generators and the market prices they would have received had they not been subject to government regulation or contracts. If you buy electricity under the Regulated Price Plan, an estimate of the Global Adjustment is already reflected in the price for electricity set by the Ontario Energy Board, shown on the Electricity line of your bill. If you buy from an electricity retailer, such as Planet Energy, the Global Adjustment is not included in the contract price offered by the retailer, therefore it is a separate line item on your utility bill. Current and historical Global Adjustment rates can be found at

73 What does an electricity bill look like? Utility Electricity Supply Customers Resi/Small Commercial (RPP) Large Commercial (HOEP) Planet Energy Electricity Supply Customers Regulated Portion of Bill Utility customer charges Utility delivery charges Regulatory charges Debt retirement charge Deregulated Portion of Bill Utility RPP 1 Electricity supply Utility HOEP Electricity supply Planet Energy Electricity supply Global Adjustment RPP rates include the Global Adjustment

74 CHAPTER 5 HOW TO COMPLETE AN ORDER ONLINE AT THE CANADA ENERGY ONLINE STORE

75 Please see slides earlier in this presentation for a description of the online order process at the ACN Canada Energy online portal. As per the Ontario regulations, Planet Energy: 1. Uses a secure website for customer transactions 2. Uses added measures of security in place such as timing out the transaction process 3. Uses check boxes and statements to ensure a mutual understanding between customer and supplier

76 CHAPTER 6 PERSONS WHO MAY ENTER AN ORDER

77 The Energy Consumer Protection Act sets out who may enter into a retail energy contract. Only the following may enter into an energy contract with Planet Energy: For residential consumers The utility account holder The spouse of the utility account holder For commercial customers An authorized representative of the account holder Under no circumstances are you permitted to enter a customer s order on their behalf or be present at the time the customer enters their own order. Doing so is a very serious offence.

78 CHAPTER 7 CONSUMER CANCELLATION RIGHTS

79 A consumer may cancel a retail energy contract at any time for any reason. Termination Charges: If the consumer cancels their contract after a 10 day cooling off period they may be subject to early termination charges. Early termination charges are: For gas residential: $100 for each year or partial year remaining on the contract For gas commercial or large residential: 5 cents per m3 for the estimated remaining consumption on the contract. For electricity residential: $50 for each year or partial year remaining on the contract For electricity commercial or large residential: 1.5 cents per kwh for the estimated remaining consumption on the contract.

80 Reasons why a customer who cancels a contract after the 10 day cooling off period may not be subject to Early Termination Charges. 1. A contract is non compliant 2. A customer permanently moves from the serviced location 3. If an unfair practice has taken place 4. For electricity only: up to 30 days after the customer has received their first bill 5. If a customer is already on another retailer s service 6. If a customer requests a required recorded phone call and it is not produced within 10 days of the request.

81 CHAPTER 8 MARKETING REGULATIONS, BUSINESS CARDS AND IDENTIFICATION BADGES ACN IBO Training Print Badge & Biz Card Mandatory Regulation Process MUST be followed in order Testing Qualified to Acquire Canada Energy Customers

82 The Ontario Energy Board s Codes of Conduct set out very strict rules regarding marketing regulations including the use of business cards and badges that have to be followed to the letter of the law. When meeting with prospective customers in person, an IBO must do the following: 1. Immediately identify yourself and Planet Energy 2. Immediately state that Planet Energy is not the customer s utility and is not associated with the OEB or the government of Ontario 3. Provide the customer with an official Planet Energy ACN Canada Energy business card

83 4. Wear an official Planet Energy Canada Energy badge on the front of the outer most clothing and facing the customer at all times 5. State the pricing options available to the customer and the term of the contract 6. Never exert undue pressure on the customer to enter into an energy contract 7. Allow a customer sufficient time to read all materials on the online store 8. Not make any representation or offers that are inconsistent with the material on the online store

84 9. Not provide the customer with any written materials other than official materials provided by ACN or Planet Energy. 10. Not make any statement or representation, or take any measure that is false or is likely to mislead a customer. Remember, a statement can be equally misleading by omission as well as by saying something that is not true. 11. Leave the premises before customer completes their online enrollment and make no representations about returning Violation of any of these items is a serious offence that could result in disciplinary action and liability to Planet Energy and/or ACN for damages suffered as a result of the violation. These regulations still apply when dealing with warm customers such as your family.

85 ALL IBOs SELLING PLANET ENERGY IN ONTARIO ARE REQUIRED TO HAVE A BADGE This badge must be worn on the front of the outermost clothing and be facing the customer at all times when speaking with customers about Planet Energy The picture on your badge cannot be more than 2 years old at any time.

86 ACN IBO Training Print Badge & Biz Card Testing Qualified to Acquire Canada Energy Customers IBO Back Office

87 ACN IBO Training Print Badge & Biz Card Testing Qualified to Acquire Canada Energy Customers Business Support Documents section of IBO Back Office AFTER going thru the online training. Take and pass the training test

88 CHAPTER 9 DISCLOSURE STATEMENTS AND PRICE COMPARISONS

89 Mandatory Natural Gas Disclosure Statement Your natural gas customers will receive and have to confirm on the online store that they have read and understood this document. This document was created by the OEB and cannot be modified in any way.

90 Mandatory Natural Gas Price Comparison Your natural gas customers will receive and have to confirm on the online store that they have read and understood this document. This document template was created by the OEB and cannot be modified in any way other than to describe the customer s price in accordance with strict instructions.

91 Mandatory Electricity Disclosure Statement Your electricity customers will receive and have to confirm on the online store that they have read and understood this document. This document was created by the OEB and cannot be modified in any way.

92 Mandatory Electricity Price Comparison Your electricity customers will receive and have to confirm on the online store that they have read and understood this document. This document template was created by the OEB and cannot be modified in any way other than to describe the customer s price in accordance with strict instructions.

93 CHAPTER 10 BEHAVIOURS THAT CONSTITUTE AN UNFAIR PRACTICE

94 Ontario regulations set out a number of unfair practices as they pertain to selling electricity and natural gas. Committing an unfair practice is a serious offence that can result in disciplinary action and liability for damages to Planet Energy and/or ACN. If you follow the guidelines set out in Chapter 8 Marketing Regulations, Business Cards and Identification Badges you will be on the right track. The key is to provide full disclosure and be open, forthright, and honest with your customers at all times.

95 Additional unfair practices include 1. Taking advantage of vulnerable customers by making representations that you know or ought to know the customer cannot understand or comprehend the implications of by virtue of illiteracy, ignorance, mental or physical disability, or language barrier. 2. Failing to give a copy to a customer, if requested by the customer, of any document presented to a customer, whether or not the customer decides to sign up.

96 CHAPTER 11 VERIFICATION

97 Ontario law requires all contracts undergo an extremely lengthy and detailed phone verification. Good News! exception for internet contracts. Planet Energy through ACN Canada Energy contracts are... Internet contracts Planet Energy internal compliance process randomly selects customers for phone verification. If your customer is selected... They are asked a small number of quality assurance questions.

98 To give you more background on verification in Ontario: During the verification call it is prohibited to make any statements of a promotional nature Who may verify a contract: The individual conducting the verification call may not receive any type of remuneration or other compensation or benefit by reference to the number of contracts verified or the % of contracts verified Verification agent must successfully complete training Verification may only be conducted by telephone

99 CHAPTER 12 CONTRACT RENEWALS AND EXTENSIONS

100 Your customers contracts may be renewed or extended under the following circumstances. All contracts: If Planet Energy through ACN Canada Energy sends customer a compliant renewal notice not less than 60 and not more than 120 days before the end of the existing contract s term. Customer takes the required actions including signatures set out in the renewal notice. Gas contracts May be automatically renewed for a period of 1 year if the customer does not elect a longer renewal period or indicate they don t wish to renew. All renewals may be cancelled without early termination costs within 14 days of agreeing to the renewal Automatically renewed gas contracts may be cancelled without early termination costs at any time

101 If a renewal or extension of a contract is done by telephone there are strict rules set out by the OEB. Representative must follow the board approved script without deviation Reponses received from the customer must be yes or no unless otherwise requested or the call shall be terminated Call must be recorded with a verifiable date and time stamp

102 British Columbia When Providing Information to Potential Consumers British Columbia Regulations

103 In British Columbia, if an IBO discusses natural gas services, or provides general information to potential consumers, the following must be strictly adhered to: When meeting with a customer in person an IBO must do the following: 1. State that Planet Energy is not the customer s utility and is not associated with the British Columbia Utilities Commission (BCUC) or the government of British Columbia.

104 2. Immediately identify yourself as acting on behalf of Planet Energy (B.C.) Corp. and direct the customer to the following website to inform and advise the customer that Planet Energy is listed as a licensed natural gas marketer. 3. Let a customer know that you can market under British Columbia s Commodity Unbundling Service. 4. You can always help customers with any questions they may have, but never mislead them, or confuse them. Remember that the choice is theirs, you are only introducing an option for them to consider.

105 5. You can visit people when you like, however if you are going to discuss the renewal of a natural gas supply agreement or possible choices in natural gas services with them, only do so during the following hours: Monday Friday: 9:00am to 9:30pm Saturday Sunday: 10:00am to 6:00pm 6. When discussing natural gas with a customer/consumer remember that clear, concise and honest answers are always how to discuss natural gas supply. Do not take any measure(s) that are false or is likely to mislead a customer. Remember, a statement can be equally misleading by omission as well as by saying something that is not true.

106 7. If a consumer chooses Planet Energy as their supplier, remember the job of entering their order online is there s alone, you can point them towards the website however the rest is up to them. 8. If someone has questions to which you do not know the answers to, always refer them to the following websites British Columbia Utility Commission or FortisBC and ALWAYS refer a customer to review the Customer Choice Standard Information Booklet, located at e/documents/customerchoice.pdf

107 9. Only the following people may enter into an energy contract with Planet Energy: For Residential: The utility account holder or spouse of the utility account holder For Commercial: An authorized representative of the account holder 10. Do not make any representations or offers that are inconsistent with the material on the online store. Under no circumstances are you permitted to enter a customer s order on their behalf or be present at the time the customer enters their own order. Doing so is a very serious offence.

108 11. You should never make any comparisons between Planet Energy and the utility, or other natural gas marketers. If a consumer enquires about prices, refer them to the following website by FortisBC e/comparinghowratesareset/pricecomparison/pages/defau lt.aspx 12. Remember, the key is to provide full disclosure to consumers and be open, forthright, and honest at all times.

109 13. Do not make any representations that you know or ought to know the customer cannot understand or comprehend the implications of by virtue of illiteracy, ignorance, mental or physical disability, or language barrier. Violation of any of the above items is a serious offence that could result in disciplinary action and liability to Planet Energy and/or ACN for damages suffered as a result of the violation.

110 British Columbia has created an information booklet called the Standard Information Booklet. All consumers get a copy of this booklet when they enroll with Planet Energy. However, when you are discussing energy supply with a consumer, you MUST provide a copy of the Standard Information Booklet to the consumer and instruct the consumer to review the booklet. The following slides outline what is covered in the Standard Information Booklet.

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117 British Columbia General Information

118 Deregulation meant the partial removal of government controlled prices for natural gas allowing for greater competition in the marketplace. Pre Deregulation Only FortisBC could supply natural gas Post Deregulation new products offered by Marketers, such as Planet Energy No matter who a customer chooses for their natural gas supply, the safe reliable delivery of natural gas remains the role of FortisBC

119 Natural Gas Structure: Natural Gas Production (e.g. Alberta wells) Natural Gas Retailers (e.g. Planet Energy) Natural Gas Transmission (e.g. TCPL) Natural Gas Distribution (e.g. FortisBC) Natural Gas consumption (e.g. Customer s house) How is gas priced for customers who buy from their local utility? They are approved by the British Columbia Utilities Commission and are reviewed quarterly FortisBC may not include profit margin in the procurement cost of the natural gas commodity

120 When a consumer may cancel their contract with Planet Energy without Early Termination charges is 10 calendar days from the date the enrollment is received by FortisBC as sent by Planet Energy. Termination Charges: If the consumer cancels their contract after a 10 day cooling off period they may be subject to early termination charges. Early termination charges are: $1.50 per GJ for the estimated remaining consumption on the contract. Reasons why a customer who cancels a contract after the 10 day cooling off period may not be subject to Early Termination Charges: 1. A contract is non compliant 2. If an unfair practice has taken place

121 POWER YOUR WORLD With PLANET ENERGY through CANADA ENERGY