Standard terms for supplying electricity and gas to domestic customers

Transcription

1 Stndrd terms for supplying electricity nd gs to domestic customers Glossry gents nd service providers Agents provide services on our ehlf. Service providers provide services to us. centrl chrge dtse A dtse which holds detils of ll green del plns, the green del providers, green del finncers, green del chrges nd green del ill pyers which is used to fcilitte ll green del rrngements. domestic customer Someone tking gs or electricity (or oth) totlly or minly for home use not usiness premises (it cn include n orgnistion using energy in residentil property, e.g. lndlord using energy to provide frostprotection in vcnt property). Energy Sure An industry-wide inititive to promote est prctice in selling gs nd electricity. green del rrngements greement The greement etween suppliers, green del finnciers nd green del providers which sets out the procedures nd prctices to e followed y the prties in reltion to the collection of green del chrges from green del ill pyers nd the pyment of those chrges to the green del providers or finnciers (s pplicle) nd the entry of dt into the centrl chrge dtse. green del ill pyers The person who is responsile for pying the electricity ill t the green del property where the green del pln pplies. green del chrges The costs of the green del pln roken down into dily chrge which re set y the green del provider nd collected y us. green del finncier A prty who grees to tke over the finncing of the green del pln from the green del provider, where this hppens the green del finncier will replce the green del provider in reltion to ny pyments eing mde y you under the green del pln. green del home or property A property which is suject to green del pln. green del pln A pln set up for the instlltion of energy efficiency mesures or improvements mde (or to e mde) to property y green del provider where the costs of such energy efficiency mesures or improvements will e recovered y the green del provider in the form of green del chrges. green del provider The prty responsile for providing or instlling the energy efficiency mesures or improvements to property under green del pln. liility Wht you nd we re responsile for in lw. locl network opertor The compny which opertes the locl distriution network through which your electricity or gs is supplied. meter The device fitted to record the energy you use. It lso includes ny ssocited equipment.

2 non-stndrd product A product we supply which hs extr terms tht pply long with these stndrd terms of supply (this my depend on the triff tht pplies). npower group compny The current npower group includes the following compnies. RWE AG RWE Npower plc (compny numer ) Npower Commercil Gs Limited (compny numer ) Npower Direct Limited (compny numer ) Npower Limited (compny numer ) Npower Gs Limited (compny numer ) Npower Northern Limited (compny numer ) Npower Northern Supply Limited (compny numer ) Npower Yorkshire Limited (compny numer ) Npower Yorkshire Supply Limited (compny numer ) The ddress of RWE AG is Opernpltz 1, Essen, Germny. The ddress of the other compnies in the npower group is Windmill Hill Business Prk, Whitehill Wy, Swindon SN5 6PB. Ofgem The Office of Gs nd Electricity Mrkets they regulte Britin s gs nd electricity industries. prepyment device A device tht is used to top up prepyment meter with credit which, for exmple, my e crd or key. smrt meter A meter tht records the mount of energy you use nd cn send this informtion to us remotely (removing the need for meter reder to visit), s well s receiving informtion sent from us to the meter. sucontrctor A person or compny who crries out work for us. triff The rte or rtes for ech unit (kilowtt-hour or kwh) of electricity or gs (or oth) tht you use under this greement (including ny dily stnding chrge) plus ny other chrges. we, us, our npower, which is the compny tht supplies electricity or gs (or oth) to your home see Who supplies your gs or electricity (or oth). working dy Any dy other thn Sturdy, Sundy, Christms Dy, Good Fridy or nk holidy. you The person tking the supply of gs or electricity (or oth). Aout these terms These terms cover seprte greements. Prt A contins the terms of your greement with us to supply gs or electricity or oth. Prt B is stndrd greement etween you nd the locl network opertor who distriutes electricity for us to supply to you.

3 These greements only pply if your home or property is connected to the mins (locl network) supplying electricity or gs. If it is not, you must mke seprte rrngements with the locl network opertor for tht connection. Prt A Aout this greement 1. Stndrd greement with npower for supplying gs or electricity (or oth) These re the stndrd terms of our greement with you. You my hve greed to extr non stndrd product terms depending on the triff which pplies. We hve designed these stndrd terms nd prices for single, domestic premises with n individul meter. By entering into this greement, you gree tht you re domestic customer. If you stop eing domestic customer nd ecome usiness customer insted, you gree to let us know within seven dys of the chnge tking plce. This will llow us to rrnge for your supply to e trnsferred over to our stndrd usiness terms or to new supplier. This greement is sed on the informtion you hve given to us, either directly or through n gent. If we cnnot check ny importnt informtion out you or your meter or the informtion ville is not up to dte, or the informtion you hve provided is significntly inccurte, flse or misleding, or we cnnot supply customer with your type of meter or metering rrngements, we cn choose not to go hed with our greement with you, or we my offer you different terms to reflect your supply circumstnces. We my lso choose not to go hed with our greement with you, or offer you different pyment option, if your meter or metering rrngements re not suitle for the triff or pyment option you hve chosen. We will write to you to offer you ny such lterntive. If you don t oject or if you choose not to cncel your contrct, we will ssume your cceptnce of the lterntive offered. We my sk you to chnge your meter or metering rrngements efore we cn supply you if tht is necessry to enle us to supply you nd we hve no right to mke those chnges for you. You will need to rrnge for this to hppen (t your own cost) efore we cn egin supply. c. If during the chnge of supplier process we provide you with incorrect prices in error we reserve the right to chnge your prices y notifying you of the correct prices. If you receive such notifiction from us then you will either e given the option to ccept the revised terms nd continue with your registrtion with us (if we spot the error in time) or where you hve lredy trnsferred over to us we will notify you of the correct prices nd the terms of cluse 6 will pply. Where you re lredy customer nd you select new or different non stndrd product nd we provide you with incorrect prices in error we lso reserve the right to chnge your prices y notifying you of the correct prices. d We cn refuse to supply premises under these stndrd terms if they re split up into more thn one home whether or not ech home hs n individul meter. 2. Who supplies your gs or electricity (or oth) npower is our trding nme nd we supply gs or electricity (or oth) to you. The full nme of the npower compny tht supplies you will e shown on the front of your greement (if in written form) or in the correspondence sent to you to confirm your greement with us (for exmple, if you hve entered into n greement with us over the phone or online). You my receive your gs or electricity ill (or oth) from ny npower group compny. Any npower group compny my sk for or collect pyment from you for ny other npower group compny. If we supply oth your gs nd electricity, we do so under seprte greements, lthough you my receive comined ill (which will show your gs nd electricity chrges seprtely). 3. When this greement strts Ech seprte greement for gs or electricity runs from the dte tht you: signed it; ccepted it on the phone; or sent in n online ppliction (either direct or through n online gent). If none of these pply to you, the greements strt when you strt tking the supply. If we re tking over from nother supplier, we must complete the trnsfer within 21 dys of the dy fter the dte you entered into n greement with us (tht is 22 dys from the dte you entered into the greement); or where cncelltion period pplies (which cnnot e longer thn 14 dys) within 21 dys of the dy fter the end of the cncelltion period (tht is 22 dys fter the end of the cncelltion period).

4 c d e However, we do not hve to complete your trnsfer within the period set out ove if: i ii iii iv v you sk for the trnsfer to tke plce t lter dte; you withdrw your request to trnsfer your supply y telling us tht you no longer wnt to chnge supplier; your old supplier hs ojected to the trnsfer; fter tking ll resonle steps, we still do not hve ll the informtion we need from you to complete the trnsfer, nd tht informtion is not redily ville from nother source; or fter tking ll resonle steps, we re prevented from completing the trnsfer due to ny other reson which is eyond our control. If the trnsfer hs een delyed for one of the resons set out t iii, iv or v ove, once tht reson no longer pplies we will complete the trnsfer s soon s we resonly cn, nd t the ltest within 21 dys of the dte tht the reson for the dely no longer pplied (unless you no longer wnt to continue with the trnsfer). You gree to your old supplier: giving us ll your relevnt detils to help with your trnsfer; nd trnsferring to us the right to collect ny det you owe to tht supplier nd pssing over ll relevnt ccount informtion. 4. Chnging your mind Chrges You cn cncel this greement within 14 dys from the dte you signed it, ccepted it on the phone or mde your ppliction online. To cncel, simply write to us with your greement numer, sying you wnt to cncel. Address this to: npower, PO Box 9647, Oldury B69 2PZ. Or, you cn emil us t customer.cquisitions@npower.com or phone us on (free from most lndlines) or (included in ny inclusive minutes from moiles). You my lso use the cncelltion form left with you if you signed in person. You my end your greement with us t ny time s descried elow under Ending this greement nd chnging supplier. 5. Our chrges You gree to py our chrges sed on the triff which pplies. You cn find detils of our chrges nd how we work out our chrges in ny 12-month period on your ill, in our triff literture, on npower.com/prices or y clling customer services. We will dd VAT t the pproprite rte to our chrges if this pplies. 6. Chnges to our chrges or the terms of this greement We my chnge our prices, discounts or the wy we chrge for gs nd electricity. If we increse our prices or mke ny other chnge to the terms of this greement which significntly disdvntges you (for exmple, we reduce our discounts, we will tell you out the chnges t lest 30 dys efore they egin to pply. If you do not ccept the chnges, you my end this greement nd chnge supplier. If you tell us tht you re ending this greement nd chnging supplier, the chnges will not pply to you s long s: you tell us tht you re ending this greement, nd re chnging supplier, on or efore the dte when the chnges re due to pply; nd c within the 15 working dys fter you tell us tht you re chnging supplier, we receive notice from nother supplier tht they will egin to supply your home within resonle period of time. If you owe us money nd we oject to you trnsferring your supply to nother supplier, if you still wnt to leve us you must py us ny money you owe within 30 working dys of us telling you tht we oject to the trnsfer. If you don t py the money you owe within 30 working dys, the chnges we told you out will pply. As well s pying this money, you should lso get in touch with your new supplier to mke sure tht they will register you s their customer within the 30-working-dy period. When we chnge prices, we'll estimte the meter reding on the dte the price chnge tkes plce. We ll use this reding to work out your chrges t the old prices up to the dte we chnge the price (unless you give us n ctul meter reding on tht dte, in which cse we will use tht to work out your chrges). We will then use the new prices from tht dte.

5 7. Discounts nd rewrds c d e If we offer discount, it my e either one-off discount or regulr discount. You will e entitled to discount if you meet the conditions which pply to the discount. If you re entitled to one-off discount, it will e credited to your ccount in line with the terms of the relevnt offer. If you re entitled to regulr discount, it will e credited to your ccount on or efore the lst dy of the 12-month period which strted when you ecme eligile for the discount, nd gin during ech further 12- month period, for s long s you re entitled to the discount. We my credit prt of discount t point during the 12-month period which it reltes to, nd from which point ll further 12-month periods (for the purposes of ny discount) will run. We my pply the discount s single mount off your chrges for the relevnt 12-month period, or s series of deductions. You my e entitled to rewrd, s n lterntive to discount, s long s you meet the conditions of tht rewrd. If you re entitled to rewrd, you will receive it on the lst dy of the 12-month period which strted when you ecme eligile for the rewrd, or s soon s resonly possile fter tht dte. Unless we withdrw the rewrd in the mentime, or it is one-off rewrd, you will lso receive it on or s soon s resonly possile fter the lst dy of ech further 12-month period. If you py y monthly direct deit, we my tke ny discounts into ccount to work out your monthly pyments (unless you hve chosen n lterntive rewrd insted of your discount) for the first 12 months from the dte you set up your direct deit rrngement, or for s long s we decide for the triff or offer tht pplies to you. If you do not meet the conditions tht pply to your discount or other rewrd, you my not receive it. Also, your monthly pyments in your first yer or, if pproprite, ny lter period, my not e enough to py for your usge. As result, you my hve lnce to py. If we offer you dul-fuel discount: you will receive comined gs nd electricity ills (rther thn receiving seprte ills for ech fuel); nd f g you must mke comined gs nd electricity pyments (rther thn pying for ech fuel seprtely). Any comined ill will show the chrges for gs nd electricity seprtely. If you move to house supplied y npower, you my not e le to trnsfer your discount. You should check the detils of your offer nd ny extr terms nd conditions tht pply. You cn find detils of our discounts on npower.com/discounts or y clling customer services on (free from most lndlines) or (included in ny inclusive minutes from moiles). 8. Meter redings c You must give us meter redings t lest every six months. This will help us to mke sure your ills re s ccurte s possile. We my sk you to provide more frequent meter redings depending on your method of pyment. When we produce your ill or sttement, we will, if possile, use meter reding tht we or you hve tken (this is n ctul meter reding ). If no ctul meter reding is ville, we will produce resonle estimte of usge t your property. You gree to py the estimted mount or give us n ctul meter reding. We will send new ill sed on this reding (unless you gree otherwise) or, if no ill is due t tht time, we will use this when we work out your next ill (unless further ctul meter reding is provided). If you tke oth gs nd electricity from us, nd you wnt to updte your energy usge, you must give us oth meter redings, even if only your gs or your electricity usge hs een estimted. If we do not receive meter redings for oth fuels, the fuel without n ctul meter reding will e estimted when we next send you ill. When we receive n ctul meter reding from you or meter reder which shows us tht ny previously estimted meter redings we used to prepre your ills my hve een over or underestimted, we my cncel nd replce the relevnt ills. If we do this, we will use the ctul meter reding nd the typicl energy usge of gs nd electricity (whichever is pproprite) for the relevnt time of yer to prepre more ccurte estimted meter reding for the erlier ills. If ny price chnge hs tken plce in the mentime, we will use the relevnt prices efore nd fter the price chnge when working out the new ill. This will e sed on our revised resonle estimte of the meter reding t the dte of tht chnge, unless you provide us with your own meter reding t the dte of tht chnge.

6 d e f If your home shres n unmetered supply of gs or electricity (or oth) with other premises (for exmple, electricity used in shred prts of uilding divided into flts), we my estimte the mount of gs or electricity (or oth) used nd chrge you n pproprite shre. If, in our resonle opinion, the meter reding you provide is not ccurte, we will not use it, ut we will try to contct you to get new meter reding to use insted. If, for ny reson, your meter does not register ny gs or electricity used, you gree to py the mount tht we resonly estimte you hve used. 9. Other chrges we my mke We my chrge to recover ny resonle costs of collecting pyments from you. These my include the following. i ii iii iv v Costs we py to recover money you owe us, which my include costs of visiting your home (unless the reson for the visit is eyond your resonle control). Administrtion costs involved in collecting your det (including the cost of ny phone clls mde to you y us or our gents). Costs of pplying for nd getting wrrnt of entry nd crrying it out. Costs of trcing you if you hve moved nd not given us forwrding ddress. Green del chrges for energy efficiency mesures or improvements tht you, or previous occupnt of your property, hve mde in your home (see cluse 46 for the dditionl terms nd conditions tht pply to green del). 10. Costs to do with unccepted pyments We my lso chrge to recover ny resonle costs we hve to py if: we hve to return cheque to you, or direct deit is rejected ecuse there is not enough money in your ccount; or you send us post-dted cheque (tht is, cheque with future dte written on it) or if we hve to py costs to give you copies of cheques nd ills. 11. Costs to do with your meter (whether it is credit meter or prepyment meter) We will chrge to recover ny resonle costs of the following. i ii iii iv v vi vii viii Chnging your meter if you sk us to, unless you re disled nd you cnnot use your existing meter. Chnging your meter when you ecome our customer if your type of meter is not one tht we cn support on our system. Moving your meter, unless you re of stte pension ge, disled or chroniclly sick (see elow Aout your meter ). Repiring or replcing dmged meter or meter sels, if the dmge is your fult. Disconnecting or reconnecting the supply if you sk us to. Crrying out meter ccurcy test if you sk for this nd we do not find fult with the meter (which my include the costs of ny visits to your home where we do not find fult with the meter). Getting wrrnt to enter your home if you refuse to let us in, nd resonle costs relted to entering your home with the wrrnt. Deling with something you do tht reks the terms of this greement. 12. Costs to do with your prepyment meter We my lso chrge to recover the resonle costs of the following. i ii Replcing prepyment device nd the resonle costs of getting it to you. Visits to your premises y our gents if you hve contcted us to tell us tht you hve run out of credit due to fult with your prepyment meter or prepyment device (or oth) if we cnnot find fult nd the visit results in credit eing dded to your prepyment meter y our gents.

7 iii iv v Pyment Fitting prepyment meter to void cutting you off (we my decide not to enforce these chrges depending on your circumstnces). Chnging prepyment meter to credit meter if you sk us to mke the chnge nd we gree to do so. Our gents visiting your premises if you hve not tken resonle cre of the meter, nd the resonle costs of repiring or replcing the meter. We will not chrge you for replcing smrt prepyment meter with trditionl prepyment meter where you re switching to us from nother supplier. 13. When pyment is due Pyment is due on the dte shown on your ill. Tht dte will e set so s to give you resonle mount of time to py. You must py the mount shown on your ill in full on or efore tht dte unless we hve greed different pyment rrngement with you. If there is genuine dispute out ny mount, you must py the mount you gree you owe. When we hve settled the mtter, we will djust the ill s pproprite. If you re entering into this greement together with other people (such s your prtner), you re ech responsile for pying ll mounts until they re pid in full. If you owe us money we will use ny pyments you mke to py off the oldest det first. 14. Instlment pln nd pyment scheme c If you cnnot py your ill, we my offer you n instlment pln insted of fitting prepyment meter. This pln will spred the money you owe us over period of time nd t rte tht should e ffordle for you. It is condition of the instlment pln tht you lso gree pyment scheme to py for your energy use. You cn py off the full mount you owe t ny time efore the instlment pln ends. While you still owe us money under your instlment pln, you my not e le to chnge supplier. If you move home, you will hve to py us the full mount you still owe under the instlment pln, unless you sk us to trnsfer the mount over to your new ddress nd you continue to tke your supply from us. We will set up new pyment scheme nd instlment pln for your new ddress. If you fil to mke ny pyment due under the instlment pln, the pln will utomticlly end nd we my instll prepyment meter insted to help you py for the energy you use nd recover ny money you still owe us. 15. Refunding money we owe you We my keep ny money we owe you, nd use ny pyments you mke, to reduce ny det you owe us or ny of our other group compnies. We my do this if the det is to do with supplying gs or electricity (or oth) or the terms of your greement. This will include ny specil terms you hve greed to. The mount we keep will not e more thn the mount you owe us. 16. Asking for deposit We my sk you to py resonle mount upfront deposit s security ginst pyment for your gs or electricity (or oth). We my do this to protect us ginst likely loss in the event tht you rek the terms of this greement. We will not sk for deposit if you choose to py for your gs or electricity (or oth) through prepyment meter nd it is sfe nd resonly possile for you to use prepyment meter. We will only sk for deposit if it is resonle for us to do so in the circumstnces. If we sk you for deposit nd you do not py it, we my e entitled to: refuse to supply gs or electricity (or oth) to you; or Aout your meter cut off your gs or electricity (or oth) until you py the deposit (plus ny resonle costs we hve s result of cutting off nd reconnecting your supply). 17. Dmge to the meter You must tke resonle cre to mke sure tht the meter is not interfered with or dmged. If you notice ny dmge to your meter, or if you suspect tht someone hs interfered with your meter, you must tell us s soon s possile.

8 18. Position of the meter Our meter reders must hve esy ccess to red your meter. The meter must lso e in sfe, secure nd wetherproof position. If it is not, or is not esy to get t, you must provide suitle position nd llow us to move the meter. You gree to py our resonle costs for moving the meter unless the unsuitle position ws our fult or you re of stte pension ge, disled, or chroniclly sick. 19. Access to your meter You will need to give us resonle ccess to red, instll, test, inspect, repir, remove or replce your meter when necessry. We my lso need ccess to convert your meter from credit setting to prepyment setting (or vice vers), or to cut off or reconnect your supply. 20. Prepyment meters You my sk us for prepyment meter. We will instll one for you if we resonly cn or, if you hve type of meter we cn convert from credit setting to prepyment setting (either remotely y using the wireless network or y inserting prepyment device into the meter), we my do tht insted. Plese rememer tht prepyment meter my e more expensive thn other wys to py for energy. We my sk you to py for your gs or electricity (or oth) through prepyment meter on our prepyment terms. We my do this if: you filed our credit checks; prepyment meter is lredy instlled; we hve reson to elieve tht someone hs tmpered with n existing meter; or 21. Smrt meters c you owe us money nd y instlling prepyment meter we cn void cutting off your gs or electricity (or oth). If you gree to hve smrt meter instlled, we or our gent will contct you to rrnge convenient ppointment for the instlltion to tke plce. If we or our gent re not let into your property for the ppointment we hve greed with you to instll the smrt meter, we my chrge you the costs of tht visit, unless you gve us t lest 48 hours' notice tht the greed time ws no longer convenient. If you hd smrt meter instlled y your previous supplier we will, nd will notify you of our intention to, tret it s trditionl credit meter until such time s we notify you tht we re le to utilise its smrt functionlity. If the smrt meter is operting in prepyment mode nd you wish to continue on prepyment triff then we will, suject to cluse 12, replce your smrt prepyment meter with trditionl prepyment meter. Once smrt meter is instlled nd the smrt functionlity is ville for us to use (which we will notify you out) we will e le to tke meter redings without visiting your property. We will use those redings to work out the ills tht we send you. We cn lso, without visiting your home: switch your smrt credit meter to work s smrt prepyment meter; or switch your smrt prepyment meter to work s stndrd smrt credit meter; or disconnect your supply (ut only if the circumstnces set out in cluse 28 pply); if we hve the right to do these things under the terms of this greement or y lw. 22. Who owns your meter nd ny relted equipment? Unless you hve chosen to fit your own meter nd ny relted metering equipment (which must meet certin stndrds nd e fitted in ccordnce with industry procedures otherwise it my e removed y us or our gent) in which cse you own the meter, service provider (such s metering gent or the network opertor) owns your meter nd ny relted equipment supplied with it (such s disply unit supplied with smrt meter), even when it is instlled t your property. If they trnsfer your meter to nother service provider, you gree tht oth you nd the new service provider will continue to hve the sme rights nd oligtions s efore. Generlly you will e responsile for ll the pipes, wiring nd equipment on your side of the property eyond the meter instlled t your premises nd we re not responsile for those nor for their sfety.

9 Exceptionlly there my e equipment eyond the meter which you re not responsile for. You re lso responsile for the meter housing. Ending this greement 23. Moving home You must give us t lest two working dys notice efore you move home. You must lso give us detils of your new ddress nd your finl meter redings so tht we cn send you your finl ill. If you hve given us the correct notice, your greement with us will end on the dte you move out of the property. If you fil to give us the correct notice, your greement will end either: two working dys fter you tell us tht you hve moved; or when someone else tkes over the supply; whichever is first. Until your greement ends, you will still e responsile for pying for ny gs or electricity (or oth) used t your old home. This mens if you dely in telling us out your move, you my hve to py for ny energy used during the period when noody else ws registered s tking the supply. If you do not give us your new ddress nd we hve to py costs to trce you, we my dd these costs to your finl ill. 24. Your right to end this greement Your greement with us will end if nd when: you chnge supplier nd the new supplier strts to supply your home; we strt to supply you under new greement; we lose our licence to supply gs or electricity (or oth); we end this greement s descried elow; or the supply is cut off ecuse it is no longer needed. Until then, this greement will continue to pply nd you must py for ll gs or electricity (or oth) used up until it ends. 25. Trnsferring to new supplier If you wnt to trnsfer to new supplier, we cn prevent the trnsfer if: you tell us tht you hve not entered into n greement with nother supplier nd you wnt us to prevent the trnsfer; you owe us money; your proposed new supplier grees tht the trnsfer ws mistke; or c your proposed new supplier does not pply to trnsfer ll the relted electricity meters t the premises on the sme dy. We will tke ll resonle steps to send you your finl ill within six weeks of the trnsfer to your new supplier eing completed. If we receive further informtion tht llows us to correct mistke in your finl ill, we will send you corrected finl ill s soon s possile fter we receive the further informtion. There is no chrge for trnsferring to new supplier, nd we will do everything resonly possile to help with the trnsfer. You my hve to py n exit fee if it pplies to your prticulr non stndrd product. 26. Our right to end this greement We my end this greement y giving you 28 dys notice in writing. We my end the greement immeditely in the following circumstnces. i If you hve filed to py for your gs or electricity (or oth), cnnot py your dets, or hve filed credit check, nd: you hve refused our offer of letting you py in instlments or through hving prepyment meter fitted; or

10 ii iii it is not resonly possile for us to fit prepyment meter. We my lso give you the opportunity (where possile) to py directly from ny stte enefits you receive. If you rek the terms of this greement in ny other wy which would resonly e considered to e serious (for exmple, you tmper with your meter). If we lose our licence to supply gs or electricity (if this pplies). 27. Trnsferring your detils to new supplier We my give your new supplier ny relevnt detils to help with the trnsfer. If you owe us money, we my oject to your trnsfer, or trnsfer the det to your new supplier for them to collect. We will give them full detils of the mount you owe. Ofgem cn withdrw our supply licence in certin circumstnces. To mke sure you do not lose supply, Ofgem my give lst resort supply direction to nother supplier to tke over the supply from us. If this hppens, your greement with us would end on the dte the Ofgem direction took effect. 28. Cutting off your gs or electricity (or oth) We hve the right to cut off your gs or electricity (or oth) in certin situtions only. We my do this in the following circumstnces. i If you hve filed to py for your gs or electricity (or oth), cnnot py your dets, or hve filed credit check; nd you hve refused our offer of pying in instlments or through prepyment meter; or c d e ii iii it is not resonly possile for us to fit prepyment meter. We my lso give you the opportunity (where possile) to py vi deductions from ny socil security enefits you receive. If you do not py deposit we hve sked you to py, s set out in cluse 16, Asking for deposit. If it is not resonle, in ll the circumstnces, for us to supply you, nd we give you seven dys' notice tht we re ending this greement nd cutting off your gs or electricity (or oth). We my lso cut off your gs supply if supplying gs to your home might put the pulic in dnger nd we hve tken ll resonle steps to prevent tht dnger from rising. If we supply you with oth gs nd electricity, we do so under two seprte greements. We will not cut off oth your gs nd electricity unless this is for reson which pplies to oth gs nd electricity. For exmple, if you hve filed to py for your electricity, ut hve pid for your gs, we will not cut off your gs supply (s long s there is no other reson for cutting off your gs supply). If you re hving difficulty pying, we will offer to fit prepyment meter efore we cut off your gs or electricity (or oth). If necessry, to void hving to cut you off we my pply for wrrnt to fit prepyment meter without your permission. Or, if you hve type of meter tht we cn convert from credit setting to prepyment setting (either remotely y using the wireless network, or y inserting prepyment device into the meter), we my do tht insted. You must then py for gs or electricity (or oth) t our prepyment rtes, which my e more expensive thn other wys of pying for your gs or electricity. We my lso set the meter to collect ny money you owe us. We will tell you if we do this. You must py ny costs we my resonly sk for if we hve to chnge, convert or reset your meter. Costs You must py our resonle costs if we hve to cut off or reconnect your supply for ny of the resons descried in this cluse 28. Those costs my include the cost of visits to your home. Emergencies 29. Restricting or cutting off your supply in n emergency We my cut off your supply if we hve to do so y lw or in n emergency, or s result of other circumstnces eyond our control.

11 c If we supply you with gs, we nd the gs trnsporter who opertes the network through which the gs is supplied to you lso hve the right to tell you to restrict or stop your use of gs if we or the gs trnsporter hve to do so y lw or in n emergency. You must then follow our instructions. 30. Costs In n emergency, you must llow us, nd nyone we uthorise, sfe ccess to your meter t ny time. You must py our resonle costs if we hve to cut off or reconnect your supply for ny of the resons descried in cluse 29 ove. Those costs my include the cost of visits to your home. More out this greement 31. Limits on our liility Nothing in this greement removes our legl liility for deth or personl injury cused y our negligence. This greement does not ffect ny rights you hve y lw, including your rights under the Consumer Protection Act Except for liility for deth or personl injury, s set out ove, we re not leglly responsile under this greement for: ny losses tht re not our fult, or tht we could not hve resonly expected when we entered into this greement; or 32. Business use ny usiness losses (for exmple, wsted expenses or loss of profit, income, opportunity, contrct or goodwill). If you hve used gs or electricity (or oth) for usiness purposes, nd we hve to py higher rte of VAT or ny other extr txes (for exmple, climte chnge levy), you must py these txes in full unless you meet the HM Revenue & Customs requirements tht llow you to provide us with exemption certifictes which cover the txes due. If you re usiness customer nd we hve supplied you s residentil customer y mistke, these terms nd conditions will not pply. We will continue to supply you under our deemed usiness terms unless you sign up to n greed set of usiness terms with us or you chnge to different supplier. (Our deemed usiness terms re the terms tht usiness customer is supplied under if n greed contrct is not in plce. This is in line with the Electricity Act 1989 (s mended) nd the Gs Act 1986 (s mended). The deemed usiness terms my e more expensive thn our other usiness terms.) 33. Trnsferring our rights or sucontrcting to nother supplier 34. Lw We my trnsfer ny of our rights under this greement to ny other orgnistion. We my trnsfer ny of our responsiilities to ny other licensed supplier of gs or electricity (or oth). We will tell you s soon s we resonly cn if we trnsfer ny rights or responsiilities to nother orgnistion. We my lso sucontrct nything we hve greed to do under this greement. However, we will still e responsile for nything crried out y our sucontrctors. None of this ffects your right to end the greement s descried ove under Ending this greement nd chnging supplier. In ny dispute, the lw of Englnd nd Wles pplies to this greement if your home or property is in Englnd or Wles, nd Scots lw pplies to this greement if your home or property is in Scotlnd. 35. Circumstnces eyond our resonle control You nd we will not e responsile for filing to keep to the terms of this greement (other thn ny filure to py) if tht filure is cused directly y: circumstnces eyond your or our resonle control; or you or us doing nything which we hve to do y lw. Using your personl informtion 36. Dt protection notice We respect your right to privcy nd will only use the personl informtion which you give us, or which we leglly receive from nother orgnistion or person (for exmple, Lnd Registry, lndlord, directories such s 192.com or the electorl roll), s llowed y the Dt Protection Act 1998, the

12 Privcy nd Electronic Communictions (EC Directive) Regultions 2003, nd ny other privcy lws tht pply. We my collect the following informtion out you nd other memers of your household. Nme, ge nd sex Home ddress Phone numer, moile numer nd emil ddress Bnk ccount detils Meter detils Gs nd electricity usge Records of our converstions nd correspondence with you Ethnic origin nd physicl or mentl helth. If ny of your detils chnge, you should let us know s soon s possile so tht we cn keep our records up to dte. 37. How we store nd use this informtion c We tke pproprite steps to protect the personl informtion we collect from you nd to mke sure tht your personl informtion is kept secure nd only used in line with cluses 36, 37, 38,39 nd 46 (where you hve green del pln). We (or others cting on our ehlf) my collect, store nd use the personl informtion listed ove for the following purposes. i ii iii iv v vi vii viii ix To help us identify you so we know who we re tlking to. To supply you with gs or electricity (or oth). To set up nd otherwise mnge your ccount, including collecting pyments, recovering dets, nlysing your ccount history nd improving our service to you. To mesure your gs or electricity use (or oth) nd to work out your ills. To help prevent nd detect frud or loss of gs or electricity (or oth). To ssess helth nd sfety, environmentl nd finncil risks to you. To trin our stff nd monitor our services. (This my involve us recording our converstions with you or keeping copies of our correspondence with you to mke sure we re providing you with good service nd re keeping to our legl nd regultory oligtions.) To provide you with mrketing informtion (including y text messge nd emil) out products nd services which we think my interest you (if you hve greed to receive such informtion). To crry out mrket reserch, produce sttistics, nd test systems to help improve the wy we provide our services. We will not use your personl informtion to contct you out products nd services if you sk us not to. 38. How we shre this informtion We my give your personl informtion to others in connection with the purposes set out ove, including to the following. i ii iii iv v Agents cting on our ehlf. Other memers of the npower group of compnies. Relevnt industry orgnistions nd gencies, sed on greed industry processes. Credit-reference nd frud-prevention gencies. Relevnt lw enforcement gencies (if we receive legitimte request for the informtion).

13 c d e vi vii Socil services, nd to medicl nd helthcre professionls, if you re in dnger of eing cut off nd we elieve you my need extr help. You or memer of your household my need this extr help s result of your (or their) helth, ge, disility or finncil circumstnces. If you hve given us your permission, to Homeserve Memership Ltd, so tht they my contct you (including y text messge nd emil) with detils of products nd services which they think my interest you. If n orgnistion tkes over ll (or nerly ll) of our usiness or ssets, we my pss your personl informtion to them. We my lso give your personl informtion to, for exmple, government gency or lw enforcement gency, if we hve to do so y lw or regultion. Except s set out in this cluse 38, we will not give your personl informtion to nyone else unless you hve greed to this. If you do gree, ut lter chnge your mind, you cn contct us nd we will stop shring your informtion. If you hve smrt meter instlled t your property, we will not collect hlf-hourly detils of your energy usge unless you hve given us your consent to do so. If you hve disply unit with your smrt meter, we my send messges (for exmple, generl energy-efficiency messges) direct to it, unless you let us know t ny time tht you do not wnt to receive such informtion. In connection with the purposes set out ove, we or our gents my trnsfer personl informtion tht we collect from you to: other orgnistions or people; or f memers of the npower group of compnies; sed in countries outside the Europen Economic Are (EEA). These countries my not hve the sme dt protection stndrds s we do in the UK, lthough how we collect, store nd use your personl informtion will continue to e governed in line with cluses 36, 37, 38 nd 39, the legl protection provided y our greements nd ny relevnt lws. We my pss your informtion on for regultory purposes to Ofgem (or ny orgnistion which tkes over Ofgem's role), or s prt of government dt-shring inititive. They my pss tht informtion to other gencies to e nlysed or for other purposes relevnt to their request or investigtion. 39. How credit-reference gencies my use your personl informtion We my serch the files of credit-reference gencies, nd gther informtion from frud-prevention gencies, nd those gencies will record the serch. We my shre informtion out your ccount nd how you del with it with other finncil institutions, with credit-reference gencies nd with frudprevention gencies. They my record this informtion (which my include shring informtion out your pyment history nd ny pyments you hve filed to mke). We my use this informtion to help us ssess your ility to py our ills nd to mke decisions out the products nd services tht we offer you. 40. Your rights You hve the following rights relting to your personl informtion. i ii iii To see the personl informtion tht we hold out you t ny time. If you write to, emil or phone us nd sk to see this informtion, it is known s 'suject ccess request'. To see the informtion you need to py fee, which is currently 10. To sk us to updte nd correct ny out-of-dte or incorrect personl informtion tht we hold out you. You cn do this free of chrge. To opt out of ny mrketing communictions tht we (or ny compny or person we hve given your personl informtion to with your permission) my send you. You my exercise ny of the rights set out ove y clling us on (free from most lndlines) or (included in ny inclusive minutes from moiles) or you cn contct us through our wesite t npower.com/contctus or write to: Dt Protection SARs Tem, npower, Tees House, Building Tio 2, Ground Floor, Trynor Wy, Off Shotton Lne, Peterlee, SR8 2RU.

14 Service levels nd complints 41. Mking complint c d We know things cn sometimes go wrong, nd we tke complints very seriously. So if you re not hppy with the service you ve received, we ll lwys do our est to put things right. If you hve complint, cll our specilist Complints Tem on (free from most lndlines) or (included in ny inclusive minutes from moiles). If you prefer you cn visit our wesite t npower.com/complintprocess or write to: npower Complints Tem PO Box 121 Peterlee SR8 9DT We ll do our est to settle your complint within 10 working dys. If it tkes longer thn this, we will tell you the likely timescle nd keep you informed of our progress throughout. If your complint is out our sles nd mrketing ctivities, we will investigte it thoroughly s ny sles representtive cting on our ehlf must meet the stndrds set out in the Energy Sure code of prctice. You cn downlod copy of the Energy Sure code of prctice from npower.com or get printed copy y clling (free from most lndlines) or (included in ny inclusive minutes from moiles). If you re not hppy with how we hve delt with your complint, you cn sk for your complint to e referred to our Executive Complints Tem. When we hve completed our investigtions under either or ove, our response to you will explin wht we hve found out, detils of wht we ve done to put things right (if necessry) nd, if pproprite, n pology nd n offer of resonle compenstion. If you re not hppy with how we hve delt with your complint, you cn sk for your complint to e referred to our Executive Complints Tem. If you hve followed the steps in our complints process nd your complint still hsn t een settled fter eight weeks, or if we hve sent you our Finl Response letter nd you still re not hppy, you cn tke your cse to the Omudsmn Services (see npower.com/energyomudsmn). The Omudsmn Service is free independent service specilising in settling customer complints in fir nd unised wy. Plese note, the Omudsmn Services will not consider your cse unless you hve followed our complints process. 42. Providing informtion on the electricity nd gs you use You cn sk us to send you, nother supplier or ny other person informtion out the mount of electricity or gs you hve used: in the previous 12 months; or since we ve een supplying you (if you hve not een customer for t lest 12 months). You cn lso sk for your supply numer or meter point reference numer. We will send the informtion s soon s we resonly cn. 43. Levels of service We im to tret you firly nd provide service tht meets your needs. We must tell you out vrious stndrds of service, including Gurnteed Stndrds (which relte to our supply to you nd cover your meter nd ill) nd Overll Stndrds (which mesure performnce ginst set trgets). The Gurnteed Stndrds relte to the following. Your electricity ccount in our old regionl res (eing the Midlnds, Yorkshire nd Northern) The ccurcy of meters Mking nd keeping ppointments Fulty prepyment meters Compenstion pyments The overll stndrds relte to the following Putting supplies ck on

15 Repiring prepyment meters Chnging meters Moving meters We will send you copy once in every 12-month period. The copy you receive will lso set out the gurnteed stndrds tht pply to your gs trnsporter nd your locl electricity distriution compny, long with ny compenstion pyments tht pply if those stndrds re not met. If we fil to meet our Gurnteed Stndrds nd Overll Stndrds (for exmple, y not performing specific tsk or keeping n ppointment) we will hve to py you set level of compenstion. As well s the Gurnteed Stndrds nd Overll Stndrds, we lso hve vrious sttements of service relting to providing you with the help tht you my need. These sttements re explined in the following ooklets. Pying for gs nd electricity. This explins how to pply for gs or electricity supply, when we my sk for security deposit, when we will send you ill, wht to do if you hve question out your ill, how you cn py your ills, nd how we cn help you udget for your ills or help you if you hve difficulty pying. Prepyment meters This explins how you cn py through prepyment meter, wht prepyment meter is, the dvntges nd disdvntges of prepyment meters, how to sk for prepyment meter, how the meter is instlled, how to put credit onto the meter nd wht to do if you lose your crd or key nd need to uy credit. Using electricity nd gs This explins how to use electricity nd gs more efficiently in your home, how you cn work out how much energy you re using, how you cn mke svings on your energy ills, grnts ville to help mke homes more energy efficient, nd who to contct if you re hving prolems pying your ill. Wrm Response service This explins the services ville to Wrm Response customers, who qulify for the Wrm Response service, the checks you should mke efore you let nyone into your home, meter redings, wht to do if you re hving difficulty pying your ill nd wht to do if you smell gs. Visiting your home This explins why we sometimes need to visit you, when we will do so, nd how to check the identity of our gents to mke sure they re genuine. Free gs sfety checks This explins when you my e eligile to hve free gs-sfety checks crried out nd wht those checks cover. The ooklets re ville in vriety of different lnguges. Cluse 41 ove sets out wht you need to do if you hve complint out the levels of service you hve received from us. You cn get more informtion or detils out the Gurnteed Stndrds, Overll Stndrds or sttements of service from the leflet we hve sent you or from our wesite t npower.com/stndrds or y clling customer services on (free from most lndlines) or (included in ny inclusive minutes from moiles). Your supply 44. The qulity of your gs or electricity supplies (or oth) nd mking sure they re continuous Locl network opertors distriute the electricity or trnsport the gs tht we supply to you (or oth). They re responsile for the qulity of the supply nd for mking sure tht the supply to you is continuous, without interruptions, through the locl network. This is not our responsiility s it is outside our resonle control. You hve seprte connection greement with the locl electricity network opertor, s descried in prt B elow.

16 45. New connections If you need new electricity or gs connection (or oth) to your property, you will need to contct the relevnt locl electricity distriution compny or gs trnsporter (or oth) for your re. Green Del 46. Green Del Plns c d e f g h i j k l Where your home or property is supplied y us under this greement nd it is or ecomes green del property then the following conditions will lso pply to you. As the occupier of the property (or if the property is empty, the owner) you hve legl responsiility to py the green del chrges ssocited with tht property. The green del chrges re set y your green del provider nd not y us. We hve legl duty (under our supply licence, section 1(6) of the Energy Act 2011 nd the Green Del Arrngements Agreement) to ill nd collect the green del chrges from you nd pss these chrges on to your green del provider (or ny third prty they my nominte (where pproprite)), cting s n gent nd trustee on their ehlf (unless we re lso cting s the provider). In the event tht you get into det in reltion to your green del chrges we re oliged to pursue you for tht det in the sme wy s we currently pursue you for ny electricity det you my hve (where pplicle). We re responsile for illing nd collecting green del chrges from you for the period tht we re registered s your electricity supplier. If you were lredy green del ill pyer prior to the dte we ecme your registered electricity supplier you will continue to e illed y us for your green del chrges from the point we strted to supply you. We will not collect ny outstnding green del chrges for ny period where we were not your registered electricity supplier unless we hve greed to do so with your previous supplier. If this greement is rought to n end you will continue to remin lile for ny outstnding green del chrges for s long s you remin the ill pyer for the property. Green del chrges re ttched to your property which mens they will still e pyle y you even if no energy is eing consumed t the property (including in the circumstnces where property is empty, where the supply hs een cut off or the property is disconnected). Your green del chrges will pper on your electricity ccount (irrespective of whether the energy efficiency improvements ctully relte to your gs supply) nd will e set out in the electricity ills we send to you under this greement. It is requirement tht you must py for the green del chrges y the sme pyment method s you py us for your electricity supply nd you cnnot choose to py y different method. In the event tht we cese to pursue the collection of ny outstnding green del chrges due, your green del provider hs the right to tke legl ction to recover these from you directly. This will not pply where we or det collection gent cting on our ehlf hve negotited full nd finl settlement of the green del chrges with you s prt of our det recovery process on ny closed ccounts. If you only mke prt pyment of ny chrges we ill you for under this greement we re required to llocte your pyment in equl proportion to the mounts outstnding in reltion to the chrges for the supply of electricity due to us under this greement nd your green del chrges nd you cnnot choose how the pyment is llocted. We my t our discretion pply the money tht you hve pid ginst the chrges in the order in which they occurred (eing ginst the oldest det first). Where you py us y fixed direct deit nd you would like to hve your direct deit mount reduced to tke ccount of ny energy svings expected to e chieved under your green del pln then you cn only do so provided you hve notified us within 30 dys of the dte your property first ecomes registered s green del property. We cn only mke n djustment to your electricity or gs ccount (depending on which is ffected y the energy svings) if we re your supplier in respect of tht relevnt electricity or gs ccount. If following your request we reduce your Direct Deit to tke ccount of the expected energy svings ut these svings re susequently not chieved this my increse the det on your ccount. To void dout, the cluse ove does not prevent us from reviewing or incresing your direct deit t lter dte or t your next scheduled monthly review to ensure tht the mount you re pying to us is sufficient to py for the mount of energy you re using t the property. If you py for your electricity supply vi prepyment meter we will collect ny green del chrges through the meter in the sme wy s we collect your electricity chrges.