EDF Energy Process Booklet. Everything you need to know in order to successfully sell an EDF Energy contract

Transcription

1 EDF Energy Process Booklet Everything you need to know in order to successfully sell an EDF Energy contract

2 Contents Welcome page 3 Products and Pricing Page 4 Credit Policy More information for customers page 5 Supported meters page 6 Contract Submissions page 7 LOA and Terminations Page 8 Change of Tenancies Page 9 Commission page 10 Reporting page 11 Key contacts page 12 OUR BUSINESS ENERGY IS A GREAT MATCH FOR YOURS 2

3 Welcome to EDF Energy We re delighted you ve chosen to work with EDF Energy to offer competitive fixed energy prices to your customers. This booklet is designed to give you an understanding of our processes and procedures; to ensure you have all the information you need to process an EDF Energy contract for your customers. If you have any questions about any of the information within this booklet please speak to your relationship manager, who will be more than happy to help. OUR BUSINESS ENERGY IS A GREAT MATCH FOR YOURS 3

4 EDF Energy s Products and Prices You ll be sent an updated rate card and product pack each time we change our prices and we will aim to provide you with as much notice as possible to allow you to make the changes. We ll also provide a start date that the new prices, we ll also provide a start date that the new prices should be sold from. It s very important that these dates are adhered to; if not the contracts may be returned or processed incorrectly which will result in no commission. Customers will receive a 7% discount if they pay monthly by Direct Debit. This will be displayed as a credit on the customer s bill, they will not see this incorporated into their unit rates. We ll provide you with both our standard Cash/Cheque prices and DD effective rates, to help you compare our prices with the rest of the market. Our fixed term products have fixed end dates - 31 March, 30 June, 30 September or 31 December. You will be advised of the end dates for each product within the product pack. Please note commissions are not incorporated into our unit rates. The commission rates for each product are detailed in the product pack. Please be aware, if a customer leaves before the end of their contract term EDF Energy may look to reconcile any excess commissions that have been paid. We reserve the right to be able to withdraw/change the price of products at any time. OUR BUSINESS ENERGY IS A GREAT MATCH FOR YOURS 4

5 Credit Policy To determine the product that can be offered to your customers an Experian credit score is required, this score is also required upon submission of any contract. The below table shows which products can be offered to customers depending on their Experian Delphi Score; Experian Delphi Score Risk Product Terms Low Any available product Any payment method Medium Any available product Any payment method 0 15 High Business Connect only Payment by BDD only Experian credit/delphi score 1111 (not known) Unmatched Business Connect only Payment by BDD only Experian Delphi score 0000 ( out of business event recorded) Please call SME TPI Support on If you require access to Experian we will provide this, as well as providing an overview of how to use it. If a contract is sold and the credit policy has not been adhered to, we won t be able to accept it and it will be returned. If a rating is not available for a non-limited company (e.g. it s a new business), a business owner report search should be done using the customer s name, home address, postcode and date of birth. This can be completed by our SME TPI support team on More information for customers If a customer wishes to know their credit score, please advise them of the Delphi Score as shown on Experian. A single credit check will not affect the customers Delphi score and is only logged as a search on the commercial file, not on a consumer file. Should a customer wish to discuss their credit file information in greater detail they can contact Experian on (please advise them to select option 0). Please note multiple searches within a short period of time should be avoided as this could impact the commercial Delphi score. OUR BUSINESS ENERGY IS A GREAT MATCH FOR YOURS 5

6 Supported meters Before you sell an EDF Energy product to a customer, it s important to check whether the meter is supported. Any contracts sold for an unsupported meter will not be accepted and will be returned. Electricity Meters If you try and complete a sale for an unsupported meter using the contract submission portal, a warning message will appear and you wont be able to continue. If the contract submission portal is being used to bulk upload contracts, we can provide you with a Top Line Checker which can be used to determine if a meter can be supported. However please note, we cannot currently support multi-metered MPANs. If you ve used the Top Line Checker but are still unsure if we can support a specific meter, please call our TPI Support Team on We re open Monday to Friday 9am to 5pm. Gas Meters We have removed some of our gas meter restrictions making us easier to do business with. However the meter restrictions that will remain are: Meters with an AQ greater than 175,000 Independent Gas Transporter Sites Identified by the MPRN format 10 digits beginning 74, 75, 76 or 77 Prepayment Meters (where the consumption is pay as you go Converter / Corrector meters) Gas AMR Process All gas meters with a capacity greater than 11 cubic meters or 389 cubic feet, must have an AMR device installed by 31/12/2020. If your customer has a meter capacity that is larger than 11 cubic meters or 389 cubic feet, EDF Energy will arrange for National Grid to install a data logger to their meter (if there isn t one already in place). Please ensure the AMR verbal script is read. Once the supply goes live National Grid will contact the customer by phone and arrange a data logger to be added to the supply without any interruption. National Grid will provide EDF Energy with 2 meter readings per month. OUR BUSINESS ENERGY IS A GREAT MATCH FOR YOURS 6

7 Contract Submissions It s vital the data submitted is accurate in order for your contracts to be processed correctly. Below is an overview of the contract submission process and other information you ll need to know in order to successfully submit contracts. EDF Energy Broker contracts are processed through our sales portal. You can submit the contracts via the following: Individually We ll send you a separate portal walkthrough document. This will provide you with an overview of how to complete and submit contracts to EDF Energy. We also accept Verbal, Docusign, and PDF contracts. Bulk upload We ll send you the file format template along with a guide which explains how to correctly fill in all the relevant information, preventing any delays in registering your contracts. All completed contract batches will need to be uploaded to the portal, which will validate all information within the batch. Any errors or missing information will be flagged and will need to be amended or added before you submit them to be processed. EDF Energy requires all contracts to be submitted within 2 working days from the date the contract is signed by the customer. Failure to include the correct signed date may lead to no commission being due and your customer being placed on an incorrect product. OUR BUSINESS ENERGY IS A GREAT MATCH FOR YOURS 7

8 Letters of Authority (LOA) and terminations Letter of Authority process We require a Letter of Authority (LOA) so we can provide you with information regarding your customers energy account. LOAs should be sent directly to SMELOA@edfenergy.com or alternatively, you can upload them via our sales portal. Please be aware that after applying the LOA through the mailbox any further queries may then be forwarded to the relevant department for a response. The LOA needs to contain the following information: The name of the business The customer s signature The customer s position in the business The date the LOA was signed What the LOA entitles the third party to do/not do on behalf of the customer (i.e. agree contracts, provide termination notice, receive metering details etc.) The meters/properties that the LOA applies to Once you ve submitted the LOA you ll receive confirmation if it has been accepted or if it has been rejected. The customer will also receive confirmation when the LOA has been applied to their EDF Energy account. A letter will also be sent to the customer once the LOA has been accepted and applied to their account. Please note, LOA s are only valid if they are signed within the last 12 months. Termination process Termination notices can be sent to SMELOA@edfenergy.com or uploaded through our sales portal. A termination notice can only be accepted if there is a valid LOA on the customer s account. If the LOA has expired, you can send an up-to-date LOA along with the termination notice. Please note you re required to give 30 days notice for all terminations. A letter will then be sent to the customer advising the termination notice has been accepted along with confirmation of the date from when the notice will be applied. If notice is given after 30 days, the customer will be moved onto our Easy Fix tariff for the duration of the remaining 30 day notice period after the fixed contract. OUR BUSINESS ENERGY IS A GREAT MATCH FOR YOURS 8

9 Change of Tenancies A change of tenancy (COT) must take place if there is a new tenant/owner or if there has been a change of legal entity. For example, if a sole trader changes to a plc or if a residential account becomes a business account. With every change of tenancy submitted, you will need to send a completed change of tenancy form which can be found at edfenergy.com/smebusinessmoves or within our portal. As well as the change of tenancy form, you ll also need to send a copy of the lease agreement, a landlord s letter with a signature on letter headed paper or confirmation of sale of the property. Please send the completed form and supporting information to smemove@edfenergy.com, alternatively you can upload it to our sales portal. After this has been processed, the incoming customer will receive a letter to confirm their account is now set up. OUR BUSINESS ENERGY IS A GREAT MATCH FOR YOURS 9

10 Commission Each EDF Energy product has its own commission value. You will find these in your monthly product pack. The amount paid is based on the customer s consumption in MWh. To convert these please divide the kwh value by The customers EAC are derived from Industry data (D19 floh for acquisition and billing history for renewals). If you wish to dispute the D19 EAC, please send a copy of the customer s bill (based on actual meter readings) dated within the last 12 months or other supporting information to smecommission@edfenergy.com Please note that commission values shown in the product pack reflect the entire duration of the customer s contract. The commission amount is not multiplied by the length of the contract. Here is an example of how commission is calculated; kwh EAC 1000 /MWh commission value = Commission due How payments are processed Below is the process you ll need to follow to ensure all commissions are paid promptly and correctly: Each week you ll be sent a status report; this will show all the contracts that have been processed (up to the previous day) and the current status of each contract The commission summaries are based on the information contained in the status report. Commission is payable for acquisition once the contract is showing as Live and we have received the D19 EAC figure. Commission is payable for renewal upon acceptance into our system which will contain the purchase order number and the amount payable Once you ve received and checked your commission summary, please send an invoice to smecommission@edfenergy.com and a paper copy to: EDF Energy Ltd, Accounts Payable, PO Box 26546, Glasgow G74 9FU Alternatively you can sign up to Tungsten to submit your invoices. Tungsten is a web based system that allows you to submit invoices directly to EDF Energy. Please let us know if you wish to use this method and we ll send you a walkthrough guide. Please ensure that your invoice contains the correct invoice number, purchase order number, date, amount and VAT as our commission summaries exclude this figure. The commission summary will be receipted once it has been received via . Accounts Payable will then pay you in accordance with your payment terms (30 days from receipt of invoice) once they have received a copy of the invoice. If you have any questions or queries regarding commission, please smecommission@edfenergy.com OUR BUSINESS ENERGY IS A GREAT MATCH FOR YOURS 10

11 Reporting We understand how important it is for you to be able to track the contracts you ve submitted, that s why we provide a comprehensive range of reports. The below table shows the reports you can expect to receive, they provide an overview of the information contained within the reports and the frequency they ll be sent. Report name Overview Frequency Status Report Shows the status of all the contracts received and processed into our system in the current calendar year Weekly Contract Handshake Confirmation that contracts have been accepted and processed Daily, but only when contracts are received Objections Report Shows any objections received for acquisition contracts you ve sent. Please note, we ll not be able to provide the objection reason, as this isn t provided by the other supplier When we are made aware of an objection to a supply contract you have sold Returns Report Providing any contracts that we haven t been able to process and the reason for the return Daily, but only when contracts are rejected Commission Summary This shows the commission that s due to be paid to you. Once received please send us an invoice for the amount due Every 2 weeks ET Report The ET report shows any ET's that have occurred on contracts you ve submitted Weekly, but only if an ET has been raised for one of your contracts OUR BUSINESS ENERGY IS A GREAT MATCH FOR YOURS 11

12 Useful Contacts Pre-registration queries (5 day SLA on requests) please send a spreadsheet if you have multiple queries SME customer service queries (Live on supply) (8am 6pm Mon to Fri) SMECustomerservices@edfenergy.com (5 day SLA) Urgent queries/complaints (9am 5pm Mon to Fri) SMETPIManagement@edfenergy.com (2 day SLA) Commission queries SMECommission@edfenergy.com Please send one spreadsheet on Monday and a second on Wednesday morning. This allows us to reply to your query by Friday of the same week. Residential Sales (8am 8pm Mon to Fri and 8am 2pm Sat) Residential Customer Services (8am 8pm Mon to Fri and 8am 2pm Sat) Major Business Customer Services (9am 5pm Mon to Fri) To find out more visit edfenergy.com/customerfirst B132.IH V2 Making a complaint To make a complaint, or for a copy of our complaints procedure, visit edfenergy.com/sme or call We re open Monday Friday between 8am and 6pm. edfenergy.com/sme Important information ^This figure is based on the total number of SME customers that have renewed since 2013 and Businesses refers to SME business customers who spend under 30,000 a year on electricity or gas. *Our discount is applied to billed usage before VAT and CCL associated costs. Discount is not available on Deemed or Extended Supply products. This is based on 2015 inbound customer calls when 89% of calls were resolved first time and 75% of calls were answered within 60 seconds. EDF Energy is a trading name used by EDF Energy Customers Ltd, Reg. No whose Registered Office is at 90 Whitfield Street, London, W1T 4EZ, incorporated in England and Wales. OUR BUSINESS ENERGY IS A GREAT MATCH FOR YOURS 12