1.1 Your contract is between:
• you, the person (or people) responsible for the energy we supply to the property
• us, E.ON Energy Solutions Limited.
If your contract names more than one person, you’ll all be responsible – as individuals and together – for paying your bills.
1.2 Which terms apply to your contract?
It depends on whether you’ve agreed a contract with us.
If you haven’t agreed a contract with us
If you haven’t agreed a contract with us or your contract has ended and you are using energy supplied by us, we call it a deemed contract.
You could be on a deemed contract if, for example, you’ve moved into a property where we already supply the energy, or you’ve taken responsibility for the energy there from someone else.
You’re still covered by these general terms (sections 1-12), plus:
• the extra terms for our E.ON EnergyPlan tariff section 13 of the E.ON EnergyPlan terms and conditions.
• our E.ON EnergyPlan prices (go to eonenergy.com/ourstandardprices or call 0333 202 4608 )
These things make up your whole deemed contract with us.
After you agree a contract
You’re covered by these general terms (sections 1-12), plus:
• the extra terms for your tariff (section 13 of the appropriate terms and conditions)
• the ‘your tariff’ section of your latest confirmation letter.
These things make up your whole agreement with us.
1.3 Which laws apply to your contract?
For properties in England and Wales, the laws of England and Wales apply to this contract. For properties in Scotland, the laws of Scotland apply.
Nothing in this contract affects your legal rights.
If a court decides that one or more of the terms in this contract isn’t valid, the others still apply.
1.4 Transferring the contract
We might transfer this contract to another company. If we do, it won’t affect your rights to end the contract. We’ll share your personal data with the company, so they can carry on supplying your energy.
2.1 Becoming responsible for the energy at a property we supply
Get in touch with us as soon as you can to tell us you’re now responsible for the energy at the property. Then we’ll be able to bill you accurately. We’ll also be able to tell you about tariffs that might suit you better. (Go to eonenergy.com/services or call 0345 052 0000).
If you move into a property with a prepayment meter or smart meter operating in Smart Pay As You Go mode with no credit or emergency credit, you may not be able to get any energy. Call us on 0345 366 5976.
If you’re a landlord and your tenant has moved out and no one else has moved in, we’ll charge you for any energy used and any other energy-related costs while the property is empty.
2.2 Switching to us
Changing your mind
When you switch to us from another supplier, you’ve got 14 days from when you agree the contract to change your mind – the cooling off period. Your confirmation letter will tell you when it ends.
If you do change your mind, tell us before the end of the cooling-off period using the contact details in the letter and we’ll stop your switch.
Checking your credit rating
We’ll check your credit rating to see if you might have problems paying your bills on time, unless you’ll be paying by prepayment. If you don’t want us to do a credit check we’ll only agree a contract with you if you agree to conditions that reassure us you’ll be able to pay your bills. If you don’t keep to those conditions we can change you to monthly billing at any time.
We’ll also check your credit rating if you want to change from prepayment or Smart Pay As You Go to another way of paying. If you don’t give us permission to do that, we won’t agree to the change.
When we do a credit check, we’ll use our own records (if you already get energy from us, or have done in the last 12 months), and get information about you from a credit reference agency. For more about this, go to eonenergy.com/personaldata, or call us on 0345 301 4905.
Depending on what the credit check says, we might ask you to:
pay in a particular way, for instance by fixed monthly Direct Debit
pay a security deposit
pay by prepayment or Smart Pay As You Go. To do this we might have to change your meter, and your choice of tariffs may be restricted.
You may not be eligible for discounts.
If you don’t keep to these conditions, we can change you to monthly billing at anytime.
Making your switch happen
It should take no more than 21 days to switch you over to us, unless:
• you’ve agreed a later date with us
• you old supplier won’t let you switch (because you owe them money, for instance)
• we’ve had trouble getting the information we need, despite taking all reasonable steps to get in touch with you
• things happen which we can’t control.
2.3 Which tariff are you on?
When you agree a contract with us, we’ll agree a tariff with you at the same time. Then we’ll send a confirmation letter with all the details. The extra terms covering the tariff you’re on will be in section 13 of your terms and conditions.
If you’re in a deemed contract, you’ll be on the E.ON EnergyPlan tariff. It’s a variable price tariff, which means the prices can go up or down at any time, this is a continuous contract with no end date.
While you’re in a contract with us, you can switch to another tariff (or supplier) whenever you like. But if your tariff has an end date and you switch supplier before that date, we might charge you an exit fee. Your confirmation letter will tell you about this.
For more about our tariffs, go to eonenergy.com/services or call 0345 052 0000.
2.4 How we’ll contact you
We won’t send bills, annual summaries, details of price changes or renewal notices to you by email unless you’ve told us you want them that way.
If you've given us an email address or mobile telephone number we may email or text you to manage your account, for example requesting meter reads or provide you with useful information. We may also send you messages by social media if you’ve provided us with these details.
If you use the E.ON app we may send you notifications on your mobile phone.
If you change your email address, social media account or mobile phone number you need to let us know straight away to make sure you still receive messages from us.
2.5 Managing your account online
Managing your account online includes all functions you can complete on the website in relation to your account whether logged in or not.
If you give us your email address we may send you an email to let you know how to activate an online account, if you want one. By activating your online account you'll automatically be able to view your bills and statements online, access our Energy Toolkit where you can compare your usage and complete other tasks. Unless you are on a tariff where you have to have paperless billing you can still choose to receive a paper bill or statement, although this may affect the discounts you get. Just go to your online account.
By using your online account you are authorising us to carry out all instructions you give us through that account.
You are responsible for keeping your online password a secret. You must let us know immediately if you think someone is using your online account fraudulently.
Your online account or our online services may be unavailable sometimes for maintenance purposes or due to circumstances beyond our control. We’ll take all reasonable steps to get our systems working again as soon as possible.
2.6 Ending your contract
Your contract will end when you switch to another supplier, someone else takes responsibility for the energy at the property or we disconnect the energy service to your property.
Though it’s very rare, our regulator Ofgem might arrange for another supplier to take over the supply of energy to your property. If that happens, your contract with us would end. Your new supplier would get in touch about this.
We can end this contract and supply your energy under new terms if:
• you decide to have your meter fitted by your own meter agent (who must be accredited in line with the law)
• you start using the property as business premises.
If either of these apply to you, call us in advance and we’ll explain what you need to do.
3.1 Standards of service
Your Energy is delivered to your meter by your local Network Operator. Details of your local Network Operator are provided on your bill or statement.
We and your Network Operator aim to give you a high standard of service at all times but, despite all reasonable efforts, your Energy supply may be interrupted or of a lower quality due to circumstances outside our or their reasonable control. At least once a year we’ll send you information about the level of service you should expect and any compensation you may be eligible for if we don’t meet those standards or you can go to eonenergy.com/guaranteedstandards or call 0345 059 9905.
3.2 Electricity national terms of connection
We are acting on behalf of your electricity Network Operator to make an agreement with you. The agreement is that you and your electricity Network Operator both accept the National Terms of Connection (NTC) and agree to keep to its conditions. This will happen from the time that you enter into this Contract and it affects your legal rights. The NTC is a legal agreement. It sets out rights and duties in relation to the connection at which your Network Operator delivers electricity to, or accepts electricity from, your Property.
If you want a copy of the NTC or have any questions about it, please write to: Energy Networks Association, 6th Floor, Dean Bradley House, 52 Horseferry Road, London, SW1P 2AF: phone 0207 706 5100 or visit the website at connectionterms.co.uk.
You need to tell us if you have a medical condition or disability. We will let your Network Operator know so that if there is an emergency they will, where possible, ensure you are not without essential heating and lighting.
In a gas emergency, we or your Network Operator may ask you to turn down gas equipment or stop using gas. You need to follow any instructions you receive at the time.
With effect from 1 October 2015, if your gas supply is disconnected as a result of a “Gas Deficit Emergency” you may be eligible for a one-off payment calculated in accordance with the Uniform Network Code (the rules governing the transportation and supply of gas). We will apply the payment to your account as soon practicable after we receive a notice from the gas transmission grid operator to pay it.
A Gas Deficit Emergency is a gas emergency declared by the gas network emergency co-ordinator for Great Britain as a result of insufficient gas being delivered to the gas network.
3.4 Meter faults and problems
If you think your meter is faulty you can ask us to test it. If it is not faulty you will be charged for the test. If we think your meter is faulty we will arrange to have it tested and we will pay for the test.
If your meter is found to be faulty, we will estimate how much Energy you have used until the fault is fixed.
3.5 Inspecting your meter
Whatever type of meter you have, we need to inspect it at least every two years, which will include taking a meter reading. We may charge you our costs if you don’t allow us to have reasonable access to your meter, including any costs relating to getting a warrant.
3.6 Access to your meter
You have to allow your Network Operator, us or anyone we authorise to access your meter. If it isn’t an emergency, this will be at reasonable times. We will take reasonable care while we are in your Property.
Whatever kind of meter you’ve got, we need to inspect it regularly, to make sure it’s safe and working properly, based on our risk assessment.
If you don’t let us have access to your meter, we can charge you our costs – including what it costs us to get a warrant, if we need one.
If you sign up to a Green Deal for your home, or take on responsibility for a Property that has a Green Deal, you are responsible for payment of the Green Deal Charges due for that Property. We will bill and collect Green Deal Charges on behalf of your Green Deal provider through your usual method of payment. If your payment method is Prepayment we will collect these charges through your meter.
Green Deal Charges are not included in the prices we agree with you when you switch to us or switch to one of our other tariffs. We will write to you about your Green Deal Charges as soon as your Green Deal provider or your old supplier tells us what they are.
We’ll show Green Deal charges separately on your electricity bill or statement. Whenever you pay us, we’ll split the money in proportion to what you owe for your Green Deal charges and any other charges you owe us.
5.1 Your Energy charges
Your energy charges are based on the standing charge (where applicable) unit rates for your tariff and the amount of energy you use; less any discounts you are eligible for (see 5.4), plus VAT. In some cases, we might also have to charge you for:
- leaving your contract – see your confirmation letter to see if there’s an exit fee for your tariff
- replacing prepayment meter cards/keys, payment cards or sending copies of documents like bills or statements
- charges related to late payment of bills (including fitting a meter to allow you to pay in advance) or for recovering money you owe us
- disconnecting or reconnecting your energy when you ask us to
- removing, inspecting (not just reading), installing, re-installing, testing (see 3.4) or repairing a meter
- moving the meter to somewhere else in the property
- connecting to your local energy network
- any costs from us having to get into your property or disconnect your supply
- Green Deal charges
- any charges required by law or which our regulator says we have to collect from you.
To find out more about extra charges, go to eonenergy.com/additionalcharges or call 0345 301 4905.
5.2 Working out how much Energy you’ve used
We’ll bill you in kilowatt hours (kWh).
Your gas meter measures how much gas you use in either cubic metres or cubic feet. How much energy you get from that gas depends on various things, like the quality of the gas and the pressure in your pipes. We convert the meter reading into kilowatt hours (kWh), in line with the Gas Act 1986.
Your electricity meter already measures your energy in kWh, so we don’t need to convert your meter reading.
We need readings from your meters to work out how much energy you’ve used.
If we’ve installed a smart meter at your property, we should be able to read it remotely. In some circumstances we may be able to read your smart meter remotely if it was installed by another supplier.
Smart meters record your energy use up to every 30 minutes and retain that information for up to 24months. However we’ll only take information from your smart meter once a month, when we’ll collect data for each day of that month, unless:
- you’ve agreed we can take your usage data more frequently
- you’ve told us you only want us to take a monthly reading.
We’ll also aim to read your smart meter remotely when:
- your prices change
- you move to another of our tariffs
- you move house
- you ask us to.
If you switch to another supplier, we might read your smart meter remotely and send the reading to the new supplier, if we’ve agreed that with them.
If you don’t have a smart meter or we are unable to read your smart meter, or your smart meter was installed by another supplier, we may need to send a meter reader to read it from time to time. Or you can give us readings yourself on eonenergy.com/meter-read or 0345 052 0000.
5.3 When we use estimated reads
We’ll have to estimate how much energy you’ve used if:
- we don’t have a recent meter reading around the time we’re due to send you a bill or statement
- the reading we have doesn’t seem to be right
- we find out your meter is faulty, or it’s been damaged or tampered with.
We’ll base our estimate on your previous readings. If we haven’t got any readings, we’ll base the estimate on the average amount of energy a similar property uses.
If you don’t agree with our estimate, you can give us meter readings at eonenergy.com/meter-read or on 0345 052 0000.
You may get a discount off your energy bills in certain cirmcumstances and on certain tariffs. Your confirmation letters will show you what discounts you are getting or you can see information about discounts available with our tariffs at eonenergy.com/services or call 0345 052 0000.
5.5 Revised bills or statements
We may send you a revised bill or statement (or final bill) if we find out:
- we used inaccurate meter readings
- we had the wrong information about your meter
- your meter was wrongly working out how much energy you were using.
5.6 FIT payments
We’re a mandatory Feed-in Tariff (FIT) supplier. If you’ve got a FIT installation accredited by Ofgem or the Micro Certification Scheme (MCS), and you get your electricity from us or from a non-mandatory FIT supplier at the time you apply for FIT payments, we can make those FIT payments to you. These will be in line with the Feed-in Tariffs Order 2012, as amended, and our electricity supply licence. You can apply at www.eonenergy.com/aboutfit
6.1 Paying in advance
If you pay by Prepayment or Smart Pay As You Go, you will need to keep your meter topped up to ensure you continue to have a supply of Energy.
If we agree to fit a prepayment meter at your Property at your request we may charge you our reasonable costs. We will send you a statement of account at least once a year. Go to eonenergy.com/prepaymentquestions or call 0345 303 3040.
Smart Pay As You Go
If we agree a payment method of Smart Pay As You Go with you we will need to fit a Smart PAYG Meter unless you already have one. You will not have to pay to have a Smart PAYG Meter fitted, however if your current meter is not easy for you to get to you will need to arrange for it to be moved and you will have to pay for this.
You have 14 days from the day you agree to switch to Smart Pay As You Go to change your mind. If you do change your mind, call the number in your Welcome Letter to tell us and we’ll move you back to your previous payment method. If we’ve already fitted your Smart PAYG Meter we may need to change your meter back to do this.
We will agree a date with you to fit your Smart PAYG Meter and send you a Welcome Letter. If, when we come to fit your meter, we find your Property is not suitable for a Smart PAYG Meter or for Smart Pay As You Go we will cancel the changes we agreed as shown in your Welcome Letter and switch you back to your previous payment method. If you currently have a prepayment meter and have agreed a fixed term tariff with us we will also need to move you back to your old tariff. We will write to you confirming this within 14 days.
The standing charge for Smart Pay As You Go is lower than it is for most other payment methods. If you change to another payment method, or we have to move you back to your previous payment method, your standing charge may increase. Your Confirmation Letter or Welcome Letter will tell you more about this.
After we have fitted your Smart PAYG Meter, you will be sent a final bill or statement of account for your previous payment method. You must pay any amount outstanding within 14 days unless we have agreed a payment plan with you. If the amount remains outstanding after 28 days we will collect it from your Smart PAYG Meter in daily instalments at around midnight each day. We will write and confirm this and tell you how much we will collect before we take the first instalment.
You can top up your Smart PAYG Meter in various ways: your Welcome Pack will provide full information. If you top up at a retail outlet you will be provided with a voucher code on your receipt. You need to contact us, either online or by telephone, to give us this code so we can top up your meter. You must keep your voucher code safe until you do this; if you lose it we will not be able to top up your meter and the code cannot be reissued; it will be the same as if you lost cash.
If we cannot communicate with your Smart PAYG Meter this means that messages, including payments, may not be able to be sent to the meter. If you have provided an email address or mobile phone number we will provide you with a code to enter into your Smart PAYG Meter to top it up. You can also call the number in your Welcome Letter to request the code.
Where possible we will send you alerts, for example to warn you that the credit on your meter is low. These alerts can be sent to your mobile phone if you have provided us with a number or by email if you have provided an email address. You can opt into or out of alerts at any time. You need to tell us if you change your contact details.
If you do not top up to meet your Energy needs, your Smart PAYG Meter(s) will automatically disconnect when your balance reaches zero. Further information is available at eonenergy.com/payg-help
If your electricity meter has disconnected you can activate the emergency credit by pressing a button on your meter or you can top up to bring your account back into credit. You may need to press a button on your meter before your supply can be restarted.
If your gas meter has disconnected you can activate the emergency credit by pressing a button on your meter or you can top up to bring your account back into credit. You will need to press a button on your meter to restart your supply.
We will review the amount you owe us each month against the amount you have paid. We may need to adjust the amount owing on your meter if these amounts don’t match. This could be because the calorific value of the gas you were supplied with is different from what we expected. For more information go to eonenergy.com/payg-help, or call one of our advisors. We will send you a statement of account each year.
6.2 Paying by fixed monthly Direct Debit
If you agree to pay by fixed monthly Direct Debit we will agree your initial Direct Debit with you and confirm this in writing. We may need to change this from time to time if your prices change or you use more or less Energy.
We will review the amount of your fixed monthly Direct Debit payment at least once a year on your anniversary date, and we’ll give you at least ten working days' notice of any changes to the amount or the date the amount will be taken.
We will send you statements of account at least once every six months. You can contact us at any time to arrange to receive statements quarterly. Call us on 0345 052 0000.
When we set up your fixed monthly Direct Debit payments, we’ll agree a date with you to collect payments from your bank. If your bank refuses to pay us on the date agreed, we’ll try to collect the payment again. If the payment fails again, or if you tell us you no longer want to pay by fixed monthly Direct Debit, we’ll give you nine working days’ notice that we will start sending you bills instead of statements of account which you will have to pay within 14 days. If we do this your standing charge will be increased by the amount shown in your Confirmation Letter.
6.3 Other methods
For all other payment methods we will send you bills at least once every quarter. Payment is due when you receive your bill and no more than 14 days after it was sent to you, unless we agree a different regular payment method with you.
If you genuinely believe that an amount shown on your bill is not correct you should contact us straight away. You must pay any amount that is not genuinely disputed.
6.4 Changing your payment method
You can ask us to change your payment method at any time. If we agree we’ll write and confirm the details of the changes to your Contract and tell you when the change will take place. In some cases changing to a different payment method may mean an increase to your standing charge - see your latest Confirmation Letter for details.
If you want to change to Prepayment we’ll tell you about the costs and give you a cooling off period of 14 days in case you change your mind. If, after the cooling off period ends, you decide you want to switch back to a credit meter, you will have to pay our reasonable costs. If you change to Prepayment the tariffs available to you will be limited.
If you want to change from Smart Pay As You Go to any other payment method we’ll need to check your credit rating. If you refuse permission for this we won’t agree to the change. See section 2.2 for more information about credit checking.
6.5 How we allocate your payments
Except where you have a Green Deal, we’ll use your payment to pay off your Energy charges first and then your non-Energy charges. In both cases we’ll pay off the oldest charges first. If you have more than one account with us, we will decide which account to make the payment to, except where we’ve agreed a payment plan in respect of a specific account.
6.6 Credits on your account
If there is a credit on your account you can contact us with an up to date meter reading, and we will arrange a refund unless we reasonably believe it is not appropriate to do so. If it is not appropriate, we will explain the reason to you.
6.7 What to do if you are having difficulty paying
You must call us on 0345 052 0000. We may be able to agree a payment plan with you and give you advice on how you may be able to reduce your Energy bills. If you do not contact us we will charge you our costs of recovering the money you owe.
6.8 If you don’t pay your bill on time
If you don’t pay us as agreed we may:
- change how often we send you a bill;
- apply charges which reflect our reasonable costs of recovering overdue amounts;
- move you to our standard variable tariff (E.ON EnergyPlan);
- ask you for a security deposit;
- require you to pay for your energy in advance. If you have a Smart PAYG Meter, we will change it to prepayment mode and change your payment method to Smart Pay-As-You-Go; otherwise we will install a prepayment meter, change your payment method to Prepayment and, if you are on a fixed price tariff, move you to E.ON EnergyPlan which means you may have to pay more for the Energy you use. We will also set the amount of the charges on your meter to include an additional amount to recover any money you owe us for Energy and any charges for recovering the money you owe us – we’ll write and tell you about this;
- require payment from any benefits you receive; and/or
- as a last resort, disconnect your Energy supply (see section 9).
We inform credit rating agencies about how you manage your account. If you do not pay us as agreed, it may affect your credit rating.
If you’re no longer responsible for the Property, you need to tell us or we’ll continue charging you until someone else takes responsibility for the supply. You must provide us with a final meter reading and your new address so we can send you your final bill. If you have a Smart Meter we will take a remote reading and clear your personal data from the meter and the Smart Energy Display. You must leave the Smart Energy Display in your old Property.
We will send your final bill within six weeks of moving or us finding out that you have moved and you must pay it no more than 14 days after it was sent to you. We’ll use the final reading if you’ve given us one, otherwise we’ll use the new occupant’s reading or our reasonable estimate.
If you move out of a Property where Green Deal Charges are due, you will have to pay all Green Deal Charges due up until the date you move out in addition to any other charges due to that date. Any Green Deal Charges due after the date you move out will be charged to the new owner or tenant or, if the Property is empty, to the landlord.
If you switch supplier we’ll take all reasonable steps to enable your switch to be completed within 21 days of receiving notification from your new supplier.
We can prevent you from switching if you owe us money. If your payment method is Prepayment or Smart Pay As you Go, you can switch supplier as long your debt is no more than £500 per fuel. Both you and your new supplier will need to agree to your debt being moved.
If you have a Smart Meter, some of its functions may not work fully with your new supplier. Speak to us or your new supplier for more information. If your payment method is Smart Pay As You Go we’ll set your meter to credit mode (paying in arrears rather than in advance). We will clear the settings held on your meter and Smart Energy Display at around midnight on the day your switch is complete.
Your new supplier will take over collecting any Green Deal Charges due at the Property from the time they start to supply you.
We will use reasonable steps to send you a final bill or statement within six weeks of switching.
You can get free, impartial advice about switching your Energy supply from Citizen’s Advice customer service (citizensadvice.org.uk/energy or call 03454 04 05 06).
9.1 When we can disconnect your supply
If you owe us money we may, as a last resort, disconnect your supply. Before we do this we’ll take all reasonable steps to help you if you have difficulty paying your bills. We’ll write and give you notice before we disconnect your supply.
If you have a Smart Meter, we may disconnect your supply remotely.
For other meter types, if you don’t allow us access to the meter we may need to get a warrant. We’ll charge you our reasonable costs to collect any money you owe us.
We or the Network Operator can also disconnect your supply for safety reasons, or if we reasonably believe you have acted illegally. We will charge you our reasonable costs for disconnecting and reconnecting your supply.
9.2 If you want us to disconnect your supply
You can ask us to disconnect your supply temporarily (for example during building works) or if you no longer need a supply of Energy at the Property (for example where the Property is being demolished) (go to eonenergy.com/disconnections or call 0333 202 4544).
9.3 If you pay by Prepayment or Smart Pay As You Go
Your supply will disconnect automatically if there is no credit on your meter.
If we have failed to deliver the standard of service you expect from us, you can contact us:
-call us on 0345 052 0000 if you have a general complaint;
-call us on 0345 366 5973 if your complaint is about a smart meter;
-call us on 0345 303 3020 if you have a moving home complaint;
-call us on 0345 303 3040 if you’re a prepayment customer and have a complaint;
-Email via our website: eonenergy.com/contact;
-Write to Customer Services Centre, E.ON, P O Box 7750, Nottingham NG1 6WR;
-Minicom 0800 056 6560 textphone suitable for deaf customers.
Our customer care team are trained to resolve most things straight away. If they can’t they’ll connect you with our Resolution Team. We aim to resolve complaints within two working days. If you’re not satisfied with our response, you can ask for a review of your case. We’ll look into how we’ve handled it and decide whether we should do anything differently.
If we’ve not resolved your complaint within eight weeks or we’ve sent you a deadlock letter you can contact the Energy Ombudsman, a free independent service to resolve complaints with Energy suppliers.
You can contact the Energy Ombudsman as follows:
- Call them on 0330 440 1624;
- Email firstname.lastname@example.org
Their decision is legally binding on us, but not on you.
You can also get free, independent advice from Citizens Advice to ‘Know your rights’ as an Energy consumer. They can advise you on how to get a better deal, make a complaint, get advice about the quality of your Energy supply or ask for help if you’re struggling to pay your bills. Go to citizensadvice.org.uk/energy or call 03454 04 05 06.
If we change our complaints process we’ll update the information on your bill or statement of account and on our website.
11.1 E.ON’s responsibilities
We won’t send bills, annual statements, details of price changes or other important information to you electronically unless you’ve agreed to receive them that way.
We won’t send you any marketing material electronically unless you have agreed that we can. You can tell us at any time if you want to stop receiving marketing material electronically.
We are not liable for:
- any harm you experience that, when we agreed this Contract, we wouldn’t have reasonably expected could happen;
- damage which is beyond our reasonable control however it was caused (including because of our negligence).
If the Network Operator causes you loss or damage, our responsibility will be limited to the amount we are entitled to recover from them on your behalf.
The maximum we or the Network Operator(s) will pay you in any calendar year (January to December) for any incident – or related series of incidents – is £1,000,000. This limit doesn’t apply to death or personal injury or any other liability which may not be limited by law.
11.2 Your responsibilities
You are responsible for all Energy used at the Property and payment to us in accordance with this Contract.
You must take reasonable care of the metering equipment at your Property, including protecting it from weather. You are responsible for providing or replacing any meter box or other covering for the meter.
It’s illegal and dangerous to interfere with our equipment or the Network Operator’s equipment, for example to steal (or try to steal) Energy.
You must let us know immediately if you believe your meter is damaged or has been tampered with. If the damage was caused by you or because of your negligence, we will charge you for repairing or replacing your meter. We may prosecute anyone responsible for damaging or tampering with metering equipment.
If you have a Smart Meter, you must not allow anything to interfere with its ability to communicate with us.
12.1 Using personal data to manage your account
We will use personal data we hold about you (including data obtained from your Smart Meter) and data we obtain from other organisations, for example Network Operators and credit reference agencies, to manage your account.
If your Contract with us is with more than one named person we will hold personal data in a common record, including any information you tell us about any medical conditions or disabilities. You need to get the other named person’s agreement before you give us information about them.
If you move house and move into another property we supply, we will link your personal data with the details for the Energy supply at your new address.
In addition to using your personal data to manage your account, we may use it:
- to assess whether you may have problems paying your bills, which we do by checking our own records and those held by our credit reference agencies. This includes using automated credit scoring systems;
- to provide you with tailored Energy efficiency advice;
- for research purposes.
We may monitor and record our conversations with you for security, for example as evidence you have entered into a Contract with us, and also for training purposes and to help improve the quality of our services. We won’t record information such as credit or debit card details.
12.2 Sharing your data
We’ll obtain information from different sources, including our partners, other organisations involved in servicing your account such as Network Operators, and information in the public domain. We will match this data with our own to help ensure the data we hold about you is accurate and up to date.
We may share your personal data with:
- electricity Network Operators, so that when there is a power cut or emergency they can keep you informed about restoring your supply;
- other people where you have authorised us to, or where they are named on your account;
- other suppliers where you wish to transfer your supply;
- credit reference agencies, in order to cross check your details;
- credit reference agencies, to inform them about how you manage your account and whether you have any outstanding debt. They may then share this data with others for credit checking purposes;
- social services or other agencies if we think you need additional support;
- other Energy suppliers, landlords or housing associations if we or another organisation suspects the Property is connected with fraud;
- debt collection agencies;
- organisations who are providing you with a service, for example to provide you with Green Deal, enable you to compare your Energy consumption with similar homes, or offer you rewards;
- organisations who are carrying out research for us, market regulators and consumer protection organisations.
- organisations for the detection, investigation and prevention of crime.
We will not share your personal data with social networking sites or other online media without your permission. If you share personal data with us or link your social media account with ours, we may use that data in accordance with this section 12. You are responsible for all personal data you share with us through social media.
Some of the organisations we share information with may be outside the European Economic Area. We’ll make sure there is adequate protection for your data to the equivalent standards we have in the United Kingdom.
12.3 Using your personal data for marketing purposes
We will not use your personal data to send you marketing materials if you have told us you do not want to receive this type of information. We will contact you in the ways that you have told us we can.
We won’t share your personal data with other organisations, including those in the E.ON group, for marketing purposes unless you have told us we can.
You can tell us at any time that you want us to stop using your personal data for marketing purposes, and/or stop us from sharing your personal data with other organisations for marketing purposes. Contact us on 0345 059 9905.
12.4 Your rights
You can get a copy of the personal data that we hold about you. We may charge you a fee for this.
If you believe that any of the information we hold about you is inaccurate or out-of-date, you need to let us know as soon as possible so that we can bring our records up to date. To do this, or for more information, you can contact us 0345 059 9905.
If you have made a joint application or given us information about a spouse or partner, they have the same rights regarding their personal data under this Contract as you do.
If there is anything in these tariff terms and conditions that contradicts the terms and conditions in sections 1-12, these terms will take precedence.
13.1 About your prices
Your prices are shown in your confirmation letter. These prices will stay the same until the end date shown in your confirmation letter, unless:
• you stop paying by Direct Debit, or a Direct Debit payment fails (see 6.2)
• you owe us money and we’ve told you we need to fit a prepayment meter (see 6.8)
• a law or regulation means we need to make a change (like VAT changes)
• the government or our regulator (Ofgem) tells us to change our prices.
You can arrange to switch to another of our tariffs or to another supplier at any time without giving notice, If you switch supplier before we send you your renewal notice we may charge you an exit fee. See your confirmation letter for details.
Who’s eligible for this tariff?
You can only have this tariff if you have a standard credit meter or Economy 7 credit meter or a smart meter operating in credit mode.
13.2 What happens at the end date
We’ll send a renewal notice about six weeks before your end date to remind you that your tariff is ending. If you forget to switch on time, our price protection rules may apply (see 13.4).
In that notice, we’ll tell you about the E.ON EnergyPlan prices and terms that we’ll switch you to after the end date (unless you agree a new tariff with us or another supplier).
You can find details of our other tariffs on eonenergy.com/services. Or you can call us on 0333 202 4608.
13.3 What happens if you’ve been switched to E.ON EnergyPlan
There’s no end date on this tariff: once you’re on it, you’ll stay on it unless you switch tariff or supplier.
You don’t need to give us notice to leave, and there’s no exit fee.
If we put up our tariff prices for E.ON EnergyPlan, or change our terms in a way that is less favourable to you, we’ll write to you at least 30 days before any changes take effect.
If you don’t want to accept the changes, you can switch to another tariff or supplier.
If you forget to switch before the changes take effect, our price protection rules may apply (see 13.4).
13.4 Our price protection rules
You can switch to another of our tariffs up to 20 working days after either:
• your end date
• the date any changes we’ve told you about changes are due to start
and we’ll keep you on your old prices and terms and conditions until your switch is complete.
If you decide to switch to another supplier at the end date or to avoid any changes to your prices or terms and conditions, we’ll keep you on your old prices and terms and conditions until your switch is complete, providing:
• your new supplier lets us know you are switching to them no more than 20 working days after the changes are due to start
• your switch is then completed within six weeks.
However, if you owe us money we may stop you from switching supplier – we’ll write and let you know. If you pay the money you owe us no more than 30 working days after we’ve let you know about it, you’ll be able to carry on with your switch. We’ll keep you on your old prices and terms and conditions providing your switch is completed within six weeks.
In this section, we talk about:
Points balance - the total number of E.ON Reward Points you can swap for rewards
Reward provider - a third party who gives vouchers or other rewards as part of E.ON Rewards.
Swapping points for rewards
To see what rewards are available, and how many points you need for them, go to eonenergy/rewards. To turn your points into rewards, use your online account or call us on 0345 059 9905.
You’ll be able to carry on swapping rewards until they expire. When you exchange points for rewards, we’ll use your oldest points first.
If you move out
If you are moving to another Property before 30 June 2017, tell us and we’ll arrange to transfer your points balance.
If you are no longer supplied by E.ON for any fuel, we will show you on your final bill how many E.ON Reward points you have left. We’ll round your points up to the nearest 100 points so that you can exchange your points for rewards. All points will expire by 30 June 2017 at the latest.
You can’t exchange points for cash, they have no monetary value. Only you can use them, you can’t transfer them to anyone else.
If your reward comes from a reward provider, they’re responsible for it. So if you have any questions about it, or problems with it, get in touch with the provider. Use the contact details they send with the reward.
For more about E.ON Rewards, go to eonenergy.com/rewards or call 0345 059 9905.