EDF Energy s small business products and services

EDF Energy s small business products and services

Contents 3 About EDF Energy & Generation Supply 4 EDF Energy s Customer Commitments 5 EDF Energy s Trust Test 6 EDF Energy SME business tariffs 7 Ways to pay with EDF Energy 8 EDF Energy Customer Services 9 Smart meters 10 Pricing and Climate Change levy (CCL) 11 Fuel Mix 12 We re here to help

About EDF Energy EDF Energy is part of EDF Group, a leading global electricity company which began investing in the UK in 1998. Today, EDF Energy employs over 13,500 people across the UK - from Torness in Scotland right down to Exeter in Southern England. We re one of the largest energy companies in the UK, supplying around 5 million residential and business accounts with electricity or gas. We produce around one fifth (20%) of the nation s electricity and that makes us the largest supplier by volume. Generation and Supply Within EDF Energy there are two separate businesses; one that produces electricity, called our generation business, and one that buys gas and electricity from the wholesale market to sell onto our customers. We call this our customer supply business. The generation business operates the power stations that produce electricity. This goes directly into the National Grid to be transmitted throughout the UK. The gas infrastructure works in a similar way using pipelines. However, EDF Energy doesn t actually produce gas; we buy it from the wholesale market to supply to our customers. 3

EDF Energy s Customer Commitments We hold a Standards of Conduct advisory panel with respected third parties such as Which? National Energy Action (NEA) and Citizens Advice. Which helps inform the actions we should take to treat customers fairly and develop our products and services to best meet their needs. These meetings are attended by our Customers Business Managing Director, Director of Sales and Marketing and Director of Customer Operations. Our three promises to our customers are to give them: Fair value We know that our small business customers are busy working and need an energy supplier that understands the specialist needs of small businesses. So we ve created clear tariffs, and options to help our small business customers keep control. Better service Our aim is to offer the best service in the industry, and that means we listen to you and act on your feedback where we can. Simplicity We are always improving our services to make energy easier for our customers. So we try to make the best use of your time by offering clear and transparent choices. 4

EDF Energy s Trust Test At EDF Energy we re committed to treating our customers fairly. We know that trust in our sector needs to be improved and that growing trust will take time. We have an ambition to become the best and most trusted energy supplier. We ve introduced a Trust Test to make sure we meet the Standards of Conduct. It means that when we create new policies, processes, products or communications, we ask ourselves: Is this the right thing to do for our customers? Are we being professional? Is this a fair thing to do? Are we offering products, services and advice appropriate for our customers needs? Are we being transparent and communicating clearly? Are we being honest? This includes admitting mistakes and acting quickly to put things right How can we be sure the desired customer outcome has been achieved? Are customers able to make informed choices? 5

EDF Energy s SME business tariffs Prices fixed at varying lengths to suit customer needs 3 We offer the same product suite for new and existing customers 3 Protection from price changes during fixed term period A termination fee may apply if the customer ends the contract before the end of the agreed term A business customer will automatically move onto this tariff if they don t give termination notice (within 30 days of their Fixed For Business contract end date). 3 Fixed price for 12 months. 3 While on this tariff. a customer can sign up to a new Fixed for Business contract at any time or provide 30 days termination notice without a fee. Deemed A business customer would be placed onto Deemed if they ve not ever been on a fixed contract or if they move into a property supplied by us but do not agree a contract. There is no termination fee and the customer is able to agree a fixed contract at any time. Extended supply If a business customer has previously been on a fixed contract or Easy Fix tariff they would roll onto Extended supply if they ve provided notice to change energy providers and they come to the end of their contract. Business Connect This tariff is designed to help customers build up their payment history with us and is offered to those with a Experian credit score of 0-15. Prices are fixed for 12 months. Options at the end of the fixed term 6

Ways to pay with EDF Energy Budget Direct Debit Budget Direct Debit enables the customer to spread the cost of their energy over the year. The amount is based on the customer s annual consumption and set for 12 months. What are the benefits for the customer? 7% discount off their bills (discount will only be shown at the bottom of the customer s bill, it will not be included in the contract pack). The customer will only receive one annual bill from us. They will be making payments every month which will ensure they won t receive any late payment charges. Reduce the amount of meter readings the customer has to provide. Direct Debit Whole Amount Quarterly Direct Debit Whole Amount allows customers to pay for only what they use (as long as they send actual meter reads on request). The customer s full quarterly bill amount will be debited from their bank account. The bill amount can be estimated or actual depending if the customer provides a reading. Cash Cheque The customer can choose this method to receive bills monthly or quarterly, however they will only have a 14 day payment window and if they don t pay their bills in time they will incur late payment charges. Cheques are payable to EDF Energy Customers Ltd and to be sent to: Payment Processing, PO Box 140, Plymouth, PL3 5RG. Please ensure the customer writes their EDF Energy account number on the back of the cheque. Please advise the customer to allow up to 3 working days for the payment to reach the EDF Energy account. Online banking The customer can also pay their bills by telephone or online banking. They will need to give their EDF Energy account number and quote our sort code and bank account number: Sort Code: 40-50-30 Account Number: 13845095 Debit or Credit Card The customer can call our 24hr automated service on 0333 200 5108. They will need their EDF Energy account number handy. We accept debit or credit card (Visa / MasterCard / American Express). PayPoint Payments can be made at any PayPoint. They can use PayPoint finder to locate the nearest outlet www.paypoint.com/en-gb PayZone Payments can be made by cash at any Payzone sign. Use Payzone finder to locate your nearest outlet. Please allow 2 working days for the payment to reach the EDF Energy account. www.payzone.co.uk/consumers 7

Our customer service Our vision for our customers is to be simply better - better than anyone else at solving customers energy needs. Our ambition is to be the best and most trusted for customers and here is how we show it: We re rated one of the top suppliers for resolving complaints More than 8 out of 10 customers choose to renew with EDF Energy 89% of calls are resolved 1st time and 75% of all calls are answered within 60 seconds We offer large print bills and minicom services on request UK call centres MyAccount Our EDF Energy app Our secure, web-based service provides our customers with everything they need to manage their account in one place. Just visit edfenergy.com/myaccount-sme for more information. What are the benefits? View current and previous bills Submit meter readings Pay balances securely Monitor consumption View current tariff 24/7 Live Chat support team Track switching process The EDF Energy app is available via Android devices in addition to the iphone and ipad. If you have an iphone or ipad, download our latest app free from the itunes store by searching for EDF Energy and you can use it to enter photo meter readings. If you are an Android user, you can download the app free of charge from the Google Play store. What are the benefits? Submit meter readings View account balance View current and previous bills Live Chat directly through the app Torch option for compatible phones. Merge account into one site Request and book a smart meter appointment. 8

Smart meters with EDF Energy The new generation of electricity and gas meters being rolled out across Great Britain. Soon they will replace all existing electricity and gas meters. Where the customer is in the country, the type of business and the kind of meter they have can affect when they can get a smart meter installed. If we can t install right now, we ll be in touch as soon as we can offer them one. We re doing all we can to install smart meters to all our customers as quickly as possible. If you have any questions you can email our dedicated smart metering business team at SMESmartMetering@edfenergy.com or call 0333 009 7003. 9

Pricing and Climate Change Levy (CCL) EDF Energy changes its prices monthly to remain competitive in the market. All EDF Energy prices are inclusive of all costs, so that it is clear to the customer what they are paying. VAT and CCL are not included in the standing charge and unit price. The government introduced the Climate Change Levy (CCL) to help reduce greenhouse gas emissions - a principal cause of climate change. As a tax on the amount of energy you use, CCL is designed to promote energy efficiency and encourage investment in energy saving equipment. We collect CCL, which affects most businesses and public sector bodies paying VAT at the standard rate, from our customers on behalf of the government. 10

Our Fuel Mix Every year we must publish details of the fuel sources that have been used to generate the electricity we supply to our customers. The information in the table below covers our supply licence for EDF Energy Customers Ltd for the period from April 2017 to March 2018. Our customers electricity is sourced from our own UK power stations, the wholesale energy market and other independent power generators. We are a major supporter of independent renewable generators. COAL GAS NUCLEAR RENEWABLE OTHER CO2 g/kwh RADIOACTIVE WASTE g/kwh EDF Energy s fuel mix 7.55% 9.39% 76.9% 11.66% 0.19% 104 0.0050 Contribution to our carbon emissions 66.60% 32.20% 0.00% 0.00% 1.20% UK average fuel mix 7.64% 41.24% 20.01% 29.04% 2.07% 225 0.0014 The figures for UK average fuel mix are provided by the Department for Business, Energy & Industrial Strategy (BEIS). Depending on the tariff you are on, the fuel source and carbon emissions associated with the generation of your electricity may vary. For more information on our fuel mix, visit edfenergy.com/fuelmix 11

We re here to help Our dedicated broker support team are on hand to help you with any pre-live contract related queries you might have. Just email smetpisupport@edfenergy.com Our customer service team will be able to help you with any live account queries you may have just email smecustomerservices@edfenergy.com You ll receive a pack from us with everything you need to know about our products and services. What s included in the pack: BCUP format & guide Contract portal user guide Credit checking guidelines Rate cards Verbal scripts Electronic contracts Electronic Direct Debit mandates Useful contacts SME Registrations team SMETPISupport@edfenergy.com or call 0333 009 7105 SME Customer Services SMECustomerservices@edfenergy.com SME Business Moves team SMEMove@edfenergy.com SME Commission SMECommission@edfenergy.com Residential Customer Services 0333 200 5100 Major Business Customer Services 0333 009 7003 SME change of tenancy form SMART & AMR script VAT declaration EDF Energy terms and conditions Marketing collateral Guide to EDF Energy reporting For more information about our products and services visit edfenergy.com/customerfirst Smart Metering SMESmartMetering@edfenergy.com or call 0800 068 5918 New Connections NewConnections@edfenergy.com or call 0800 068 8257 12

THANK YOU EDF Energy is a trading name used by EDF Energy Customers Ltd, Reg. No. 02228297 whose Registered Office is at 90 Whitfield Street, London, W1T 4EZ, incorporated in England and Wales.