MKT-3193 IBO Training Updated: 29 November 2016 v
About EnergyAustralia ACN has a partnership with EnergyAustralia to market competitive electricity and gas offers to residential and small business customers. EnergyAustralia is an integrated energy business with around $7.4 billion in retail and energy-producing assets. EnergyAustralia is one of Australia's largest and most experienced energy retailers, serving over 2.7 million households and businesses. EnergyAustralia employs over 1,000 people. Its corporate headquarters and customer service centre are both located in Melbourne s CBD.
Service Availability Queensland (Energex zone) New South Wales Victoria South Australia Electricity Electricity + Gas Electricity + Gas Electricity + Gas Note: Service availability varies by location and will be verified when the applicant s address is entered into the EnergyAustralia EAzyQuote online sign-up tool.
Service Availability Why are certain locations not serviced by EnergyAustralia? In certain parts of Australia, (including all of Western Australia and regional areas of Queensland outside of the Energex distribution zone), energy services are considered to be non-contestable. This means that these customers can only obtain their energy from a single provider at government-regulated rates. As there is no deregulation (and therefore no competition) in these areas, EnergyAustralia is not able to participate in these markets.
EnergyAustralia Offers from ACN
Residential Offers Flexi Saver Home The Flexi Saver plans available via ACN feature a pay-on-time discount on usage, with no commitment required. The discounts offered are effective for 12 months from the date of transfer, after which the customer will be sent another offer by EnergyAustralia. Customers with Solar Panels Customers who have solar panels and receive a feed-in tariff can sign up for EnergyAustralia offers via ACN, however they will need to place a call to EnergyAustralia s dedicated Third-Party Vendor hotline on 1800 062 010.
Small Business Offers Everyday Saver Business The Everyday Saver offers available via ACN are suitable for small to medium businesses with a total annual electricity consumption of no greater than 159 MW h (Megawatt hours). They feature a guaranteed discount on usage charges and require a 2 year commitment. What type of businesses can apply? These offers are only compatible with specific business-type meters: The EnergyAustralia online sign-up (EAzyQuote) will automatically identify whether the premises has a residential or business meter and quote accordingly. If a business has a commercial or industrial meter it cannot obtain energy services via ACN. This will be identified when the address is entered into the EAzyQuote tool. Business customers who are unable to obtain a quote via the EAzyQuote tool should contact EnergyAustralia on 1800 591 930 to reach an ACN-trained agent. The customer must also have an ABN to establish a business account.
How discounts are applied Example: Residential Electricity Customer with guaranteed and pay-on-time discounts Both discounts are calculated based on the total usage charges of $400, which excludes GST. The guaranteed discount is applied on Page 3 of the customer s bill before GST is added (based on $400 usage). The pay on time discount is applied on Page 1 of the bill after GST is added (based on $440 usage including GST). Peak Usage 200.00 Off-Peak Usage 150.00 Shoulder Usage 50.00 3% guaranteed discount on usage 12.00 cr Supply Charge 70.00 -------------------------------------------------------------------------------------------- Current Charges ex. GST 458.00 GST 45.80 -------------------------------------------------------------------------------------------- Total Amount Due inc. GST 503.80 12% discount on usage if paid by due date 52.80 cr -------------------------------------------------------------------------------------------- Total Amount Due if paid by due date 451.00 Total Usage Charges $200 + $150 + 50 = $400 (excludes GST) Appears on Page 3 of customer s bill Guaranteed Discount Calculation $400 usage x 3% = $12 credit Appears on Page 3 of customer s bill GST is added to current charges Pay on Time Discount Calculation Total Usage inc. GST = 400 x 1.1 = $440 Discount = (12% x $440) = $52.80 credit Appears on Page 1 of customer s bill Please note that any PureEnergy (GreenPower) charges and solar feed-in credits on the bill are not considered to be usage and are therefore not subject to discounting.
Electricity Concessions Electricity concessions are legislated by state governments, which determine both the dollar value and eligibility criteria. EnergyAustralia makes concessions available to their customers; however, you cannot register concession details during the online application. QLD, NSW and VIC Customers from these states can register their concession details by following the instructions contained in their confirmation pack. South Australia These applicants must register their concession details for EnergyAustralia by contacting the Department of Communities and Social Inclusion after they receive their first EnergyAustralia bill. Once this has been performed, their next EnergyAustralia bill will include back-dated concessions for the period of the first invoice. To register concession details for the first time, the customer must either use the online registration tool at sa.gov.au/concessions or complete a paper form. To update concession details already registered (or for more info), call 1800 307 758.
Tariff reprice schedules All energy retailers are subject to tariff (usage rates) pricing refreshes. These pricing refreshes are performed on an annual basis and do not affect the guaranteed or pay-ontime discounts applied to a customer s invoice. QLD, NSW and SA Customers in these states will be subject to tariff refreshes on the 1 st July each year. Victoria Customers in these states will be subject to tariff refreshes on the 1 st July each year. NSW VIC QLD SA Electricity 1 st July 1 st January 1 st July 1 st July Gas 1 st July 1 st January N/A 1 st July
IBO Accreditation
IBO Accreditation IBOs will only be permitted to refer customers to EnergyAustralia via ACN once they have completed the energy accreditation training and online declaration. To attain accreditation, you must complete the following steps: 1. Read and understand all of the IBO energy accreditation training documents found on the Energy product page on IBO Back Office 2. Confirm you have read and understood the energy accreditation training documents and agree to abide by the rules, by completing the online declaration of accreditation. Note: It is a requirement of EnergyAustralia that the training documents are read and understood by ACN IBOs wishing to recommend EnergyAustralia services. They contain training material which is required under Australian Consumer Law, National Energy Retail Law and National Energy Retail Rules.
IBO Accreditation 3. Complete the IBO online accreditation form and then click Submit. NOTE: you must tick the Declaration box and complete all fields in the form.
Energy Customer Referral Important: A customer cannot sign-up for EnergyAustralia services via ACN in the following scenarios: New Meter Installations Where a meter is being installed and connected for the first time Life Support Where the premises contains a person on life support equipment Where the premises has a Commercial / Industrial meter i.e. Large businesses Such applications cannot be processed by the EnergyAustralia online sign-up (EAzyQuote). If such customers apply for service with EnergyAustralia, it will not result in IBO compensation.
Energy Customer Referral Important: Customers must submit their quote via EnergyAustralia s online sign-up (EAzyQuote). The exception to this rule is in the following scenarios: Urgent Connections Where customer requires service connection within 3 business days Unidentified Meter Where EAzyQuote cannot identify a meter installed at the premises. Solar PV Panels Where a customer has solar PV panels installed at the premises. In these scenarios the customer will be instructed to call one of EnergyAustralia s dedicated Third-Party Vendor hotlines. Residential customers can contact EnergyAustralia on 1800 062 010. Small Business customers can contact EnergyAustralia on 1800 591 930. These hotlines allow the EnergyAustralia operator fielding the call to provide the appropriate ACN offer and ensure the associated customer point(s) is allocated to the referring IBO.
Getting It Right IBOs must not cold market for the purposes of EnergyAustralia customer acquisition. Also, when discussing EnergyAustralia offers with your warm market you must: Verbally inform the prospective customer of the benefit term. Verbally inform the prospective customer of the 10 business day cooling-off period. Ensure you comply with the regulations outlined in the EnergyAustralia IBO Accreditation Training document. Information points to remember: The applicant will become a customer of EnergyAustralia, not ACN. IBOs must not contact EnergyAustralia on behalf of the customers they refer. Prepare your customers for win back calls from their previous provider You can say: Once you have signed up to EnergyAustralia, you may receive a call from your previous energy retailer trying to win you back. Please ask yourself whether they would have contacted you or shown any interest in your service prior to you changing to a new retailer.
Customer Sign-up Process Overview
Electricity + Gas Applications 1. Visit acnpacific.com/energy or an IBO Direct Storefront to access the EnergyAustralia EAzyQuote online sign-up. 2. The customer must specify their supply address. EAzyQuote will automatically search for the service identifier (NMI, MIRN, DPI). If not found, the customer may be able to type in the identifier or Meter ID, which will be validated by EAzyQuote. If not accepted, the customer can contact EnergyAustralia on ACN s dedicated sales hotlines (Residential: 1800 062 010, Small Business: 1800 591 930), or they can apply via ACN s other partner Click Energy. 3. Where the meter(s) are validated by EAzyQuote, the applicant can complete the application and generate a quote. 4. The quote will be displayed from Section 8 of EAzyQuote. The customer should review the quote carefully before clicking Submit to proceed with their application. 5. Upon submission of their online application, the customer will be presented with their Quote ID which they must record at this time as it will NOT be e-mailed.
How to claim the customer EAzyQuote is linked to ACN systems. Any sales submitted in EAzyQuote via IBO Storefront will be automatically allocated to the referring IBO Business ID. In cases where the sale is not submitted via IBO Storefront, you must register the sale with ACN using the Quote ID Registration Form. It is recommended that you do this as soon as possible after the application is submitted. To register the sale: 1. Obtain the quote information from your customer (including phone number used during sign-up). 2. Access the Energy Quote ID Registration form via IBO Back Office / Pacific Compass link or directly at: www.acnpacific.com/ibo-enquiry-energy/ 3. Complete the form and submit. If the form is not completed within 48 hours, an IBO will need to allow up to 10 business days from the date this form is submitted for points to appear in their PCL. If customer points do not appear in your PCL within 10 business days of registering the Quote ID, you will need claim a missing customer. Refer to the section Allocation of an Energy Customer to an IBO.
Process Overview This chart provides an overview of the quoting and sign-up process. Yes Typical Scenario (Successful Quote) Complete application for available energy services in EAzyQuote online sign-up. Customer provides Quote information to IBO. IBO registers quote and customer details using EnergyAustralia Quote ID Registration form Ineligible Meter Meter quotable? No Energy service is not eligible for offers available via ACN. Start here No Customer with solar panels Customer accesses EAzyQuote online sign-up via IBO Direct Storefront or at: acnpacific.com/energy Solar electricity meter? Yes Applicant must contact EnergyAustralia s dedicated Third-Party Vendor hotline on 1800 062 010. Yes Scenario where meter is not identified in EAzyQuote Enter service address to search for Electricity and Gas meters. If any meters not found, manually enter the NMI/MIRN or Meter ID. Meter identified? No Applicant should contact one of EnergyAustralia s dedicated ACN hotlines. Residential: 1800 062 010 Small Business: 1800 591 930
Using the EnergyAustralia EAzyQuote online sign-up
Customer Referral Protocol The referral of a customer to EnergyAustralia may only be attributed to ACN (and the specific IBO) where the process described in this document is followed. Regardless of the circumstances, customers who call EnergyAustralia directly to sign up are not attributable to ACN and may not be claimed by an IBO. In the case of online sign-up issues If the customer has difficulty signing up online, they may ask you (the IBO) to provide assistance. If you cannot resolve the issue, the customer will need to contact EnergyAustralia using one of ACN s dedicated sales hotlines. Residential customers should call:1800 062 010, Small Business customers should call: 1800 591 930. Alternately, you may refer them to offers from Click Energy at: acnpacific.com/energy You must not call EnergyAustralia s non-acn phone lines to sign-up a customer or instruct a customer to do so. Applications which result from such calls are not eligible for points or commissions. Note: EAzyQuote utilises connections to external industry databases which may be subject to outages from time to time. Such outages can last as briefly as a few minutes, so if a connection or service error occurs, ACN recommends that your customer waits and tries again before taking any other action.
Customer Sign-up EnergyAustralia s EAzyQuote sign-up can be accessed in the following ways: Via the energy page on IBO Direct Storefront Via acnpacific.com/energy Directly at: onlinevendorsales.energyaustralia.com.au/a/acn/acn/vendorsales
Customer Sign-up 1. Address Search Select the energy services required and type the address. EAzyQuote will display a list of valid Australian addresses as data is typed. Selecting an address will commence the meter search. If the meters at the property are identified, the NMI for electricity and/or MIRN/DPI for gas will be identified as Found ( DPI is used for gas in NSW only. All other states use MIRN ). Note: the application cannot be completed without valid address and meter details.
Customer Sign-up If the entered address cannot be found, the customer can enter the address components individually via the Multi line lookup.
Customer Sign-up If the customer s NMI or MIRN/DPI is not found, they will see a descriptive error in red text. These are explained on the next slide. Important: If the customer has only electricity (i.e. gas is not installed at the premises) then an error will be returned for the MIRN/DPI search. In this case, the customer should select Electricity only in the service type selection.
Customer Sign-up The following errors may be displayed in the NMI/MIRN search: Error Message(s) MSATS connection down Unable to find NMI Multiple NMIs found Unable to find active NMI Unable to find MIRN Active solar meter has been identified Unable to find active MIRN/DPI Unable to quote on commercial meter SERVICE ERROR Action The link to the national meter database is down. The applicant will need to try again later. Click on the ERROR link to manually enter either the NMI or Meter ID. If this doesn t work, refer customer to energy offers from Click Energy available at: acnpacific.com.au/energy Click on the ERROR link to manually enter the MIRN/DPI or Meter ID. If this doesn t work, refer customer to energy offers from Click Energy available at: acnpacific.com.au/energy The customer cannot sign up to EnergyAustralia offers. Refer customer to solar offers from Click Energy available at: acnpacific.com.au/energy The customer cannot sign up to EnergyAustralia offers. The customer has a commercial meter and cannot apply for energy via ACN. A link to external resources is down. The applicant will need to try again later.
Customer Sign-up To manually specify the meter details, click the ERROR link. The NMI is an 11 digit number that can be found on an electricity bill. Queensland NMIs also include letters. The electricity Meter Id can be found on an electricity bill or on the meter itself, and may contain 6 to 10 numbers. The customer s MIRN/DPI is an 11 digit number that can be found on a gas bill. A gas meter number, which can be found on a gas bill or the meter itself, contains a combination of 4 numbers and 2 letters.
Customer Sign-up 2. Customer situation: Once a valid address and the meter details have been confirmed, the customer needs to specify if they are moving house or require a new connection. If Yes, the customer must specify a date at least three business days in the future. ( No indicates they are changing retailer only) Note: if the customer requires connection within 3 business days, they cannot apply for EnergyAustralia offers via ACN. However they may be able to apply for Click Energy offers by calling Click Energy on 1300 567 236.
Customer Sign-up 3. About the property: Select the relevant option regarding the property. Note: if anyone living at the property is on life support, the customer cannot sign up for EnergyAustralia offers via ACN. However they can apply for Click Energy offers at: acnpacific.com/energy
Customer Sign-up 4. Customer details: Complete the customer details. Only one name can be entered on the application. For example: John Smith John & Jane Smith (Correct) (Incorrect) At least one contact number is required. An email address is only mandatory if Email is the preferred contact method.
Customer Sign-up 5. Billing details: If the customer s billing address is different to their property address, select No and enter the correct billing address. Note: you can expand this field to enter more details by clicking outside of the text field.
Customer Sign-up 6. Notes: This section is for internal use by EnergyAustralia staff only. Information entered here will not reflect in the customer s account and therefore this section should not be populated by the customer.
Customer Sign-up 7. Select a plan: Customer can now select the plan(s) available based on their location. Note: Offers for residential electricity customers in NSW and VIC will vary based on which distributor services the premises. The EAzyQuote tool will automatically populate the appropriate offers based on location.
Customer Sign-up 8. Confirm the quote: As each plan is selected, the corresponding quote will be displayed further down the page. The quote will include the discounts, usage rates and service charges. Green energy rates and exit fees can also be viewed by clicking on the other tabs. Note: The IBO should remind their customer to review this information before they agree to proceed with the application.
Customer Sign-up 9. EnergyAustralia Conditions: The customer must read the statements outlined in the section titled Our Commitment.
Customer Sign-up 10. Customer Authorisation: The customer must also accept the Market retail contract terms and conditions and if satisfied with the quote, tick the box that states I confirm that I do accept this quote and wish to sign up with EnergyAustralia.
Customer Sign-up Now the application can be submitted. To proceed, the customer should click the Signup button at the bottom of the page. EAzyQuote will generate a Quote ID which they need to record at this time. The IBO should obtain this Quote ID from their customer in order to link the customer to their Business ID (for points and commissions). When the Close button is clicked, the page will reset. Note: If any mandatory information is missing from the application, the customer will be prompted to complete this before proceeding.
Business Customer Sign-up The previous slides illustrate data entered for a Residential application, however the process for signing up a Business customer is very similar. By selecting Business as the customer type, certain sections in the form will update to require business-specific customer details such as ABN/ACN, company name, etc Additionally, only business offers will be available when selecting a plan in Section 6.
Allocation of an EnergyAustralia customer to an IBO
Linking the customer to the IBO In cases where an energy application has been submitted via EnergyAustralia s ACN hotline (1800 062 010), you must immediately register the customer s Quote with ACN in order to link the customer to your Business ID. To do so, complete the form accessible via IBO Back Office or directly by visiting: acnpacific.com.au/energyreg The form contains the following fields. If you were unable to obtain the Quote ID, you must supply one of the customer contact numbers included in the EnergyAustralia application. IBO Business ID EnergyAustralia Quote ID* (Displayed on completion of the online sign-up) Customer Type Customer First Name Customer Last Name Customer Business Name (if applicable) Customer Postcode Customer Contact Number (used in sign-up) * Each Quote ID is unique and may only be registered once.
Claiming Missing Customers If you have registered the Quote ID for an energy application and the customer has not appeared in your Personal Customer List after 10 business days, submit a Missing Points enquiry via ACN s Energy Enquiry Form at: www.acnpacific.com/ibo-enquiry-energy/ To facilitate investigation, ensure you include the following information: IBO Name and Business ID Customer Name and Address Quote ID Date the application was submitted
Application Processing
Customer Transfer Process It can take 24 hours from completion of online sign-up for a customer s application to appear in EnergyAustralia s customer database. You will need to advise your customers to wait until the next business day before contacting EnergyAustralia Customer Service (1800 062 010) if they wish to enquire about their application. EnergyAustralia Confirmation Pack mailed to Customer within 2 business days of sign-up. *Cooling off period starts. *Cooling off (and win back) periods expire. Transfer Process Final bill from previous Energy retailer. **First EnergyAustralia bill Day 2 10 business days Up to 3 months (after the next meter reading) *A cooling off period of 10 business days applies within which time a customer may change their mind and cancel their application by either calling EnergyAustralia or providing written notice. **Customers will receive separate invoices from EnergyAustralia for electricity and gas services.
Compensation Plan
Points and Commissions When will I receive my points and commissions? The transfer of an energy service will occur after the customer s next scheduled meter read which is recorded after the cooling-off period has elapsed. This may take more than 3 months. However, the transfer of your customer s service does not need to have completed in order for you to start receiving customer points. An IBO will be eligible to receive points for an EnergyAustralia customer once EnergyAustralia has identified the meter and confirmed that the energy service can be transferred. Your Personal Customer List (PCL) will be updated five times per week with EnergyAustralia customers and points. Please allow up to 10 days from your customer s application for this to occur. Please note that some applications may take longer to appear in your PCL due to various reasons, including but not limited to: Meter identification and address validation. Customer applications rejected by EnergyAustralia will reflect in your PCL. Advise your customers to contact EnergyAustralia for more details. Residual payments will commence 3 months from the date the customer appears in your PCL. IBOs should contact the ACN IBO Services team with enquiries regarding commission, customer points and missing customers not appearing on their PCL. Alternatively, IBOs can submit an enquiry using ACN s Energy Enquiry Form at: www.acnpacific.com/ibo-enquiry-energy/
Points and Commissions Personal Customer List Status Descriptions Please note that the PCL status of an energy service reflects the status of the application, not the status of the service itself. E.g. An Active status does not indicate that the service has completed transfer to EnergyAustralia. Status Incomplete Reason Explanation Action Required by IBO Incomplete Open Offer Sent EnergyAustralia has sent a quote to the customer via post. To accept the quote and sign up, the customer must call EnergyAustralia and provide the quote reference number. Advise customer to contact EnergyAustralia after quote is received if they wish to sign-up. Incomplete Application received Application received by EnergyAustralia and awaiting processing. No action required Incomplete Application delayed Application is taking longer than expected to process. Advise customer to contact EnergyAustralia to enquire about the status of their application. Incomplete Meter not identified EnergyAustralia has been unable to definitively identify the meter to be transferred. Advise customer to contact EnergyAustralia to supply required meter reference information. Active - EnergyAustralia confirmed that the service can be transferred. No action required Terminated - Application was rejected by EnergyAustralia; or Application was cancelled or withdrawn by the customer; or Application is a duplicate of an existing application in progress. Advise customer to contact EnergyAustralia to find out why their application failed.
Compensation Plan Service Type Product Customer Points Monthly Commissionable Revenue* Residential Electricity 1 50% of $60 is commissionable at standard rates Residential Gas 1 50% of $40 is commissionable at standard rates Small Business Electricity 2 50% of $80 is commissionable at standard rates Small Business Gas 1 50% of $40 is commissionable at standard rates Only customers who are new to EnergyAustralia may apply for energy services via ACN. If an IBO refers an existing EnergyAustralia customer, the IBO will not receive points or commissions (nor will the customer appear in the Personal Customer List of that IBO). An existing EnergyAustralia customer is defined as: An electricity or gas service which is currently billed by EnergyAustralia or is already in the process of transferring to EnergyAustralia. *An EnergyAustralia customer will be purged after 36 months or if the customer cancels or switches provider. You will cease to receive points and commissions for purged services. Refer to the ACN Compensation Plan on IBO Back Office for full Terms & Conditions.