OUR CUSTOMER COMMITMENTS TREATING CUSTOMERS FAIRLY

Fair value Better service Simplicity We treat all our customers fairly – Our Customer Commitments – treating customers fairly Our three promises to customers are to deliver fair value, better service and simplicity. These commitments represent our dedication to putting whether they use at home customers first. They are also a public acknowledgement of our or in small or large businesses. responsibilities as an energy supplier and a producer of . We know that trust in our sector is still low. But we have an ambition to become the best and most trusted energy supplier. And by living up to This booklet sets out how. these commitments in all our activities, we believe we can make a real As well as residential customers, we supply: difference. Small businesses These customers usually have fewer than 50 sites We welcome that the industry regulator Ofgem has set out Standards and quarterly meter types but there is sometimes overlap as businesses of Conduct for all energy suppliers, because we believe it will make develop. Small business customers can also be identified via a “67” things better for all customers. You can see more about the standards prefix on their account number. at the end of this booklet. Large businesses These customers have more than 50 sites and/or Our Trust Test a half-hourly meter type. Large Business customers have an account We use a Trust Test to make sure we meet the Standards of number between 8 and 10 digits long with alphanumeric characters. Conduct. It means that when we create new processes, policies or We’ve been working hard to build our business around what all our communications, we ask ourselves ‘is this the right thing to do for our customers need. That’s why we made three important promises to customers?’ Then we ask five more questions: you last year. We explain what we’ve done to deliver on those • Is this a fair thing to do? promises right here. • Are we being professional? • Are we offering products, services and advice appropriate for our customers’ needs? • Are we being transparent and communicating clearly? Our Customer Commitments • Are we being honest? This includes admitting mistakes and acting 1 – treating customers fairly quickly to put things right. Read on for more detail on how we’re treating customers fairly.

For small business 2 customers

For large business 8 customers

Standards 14 of conduct

Our Customer Commitments | 1 OUR 3 KEY PROMISES FOR Fair value We know that running a business takes a lot of time SMALL BUSINESS CUSTOMERS and effort. You need an energy supplier who has the specialist needs of small businesses front of mind. And of course, you need to keep costs as manageable To best serve our business customers we split them into as possible. We’ve created options to help our small two categories: Small and Large Business. Our Small business customers Business customers usually have less than 50 sites and quarterly meter types but there is sometimes overlap as Better service businesses develop. Our Large Business teams manage Our aim is to offer the best service in the industry, any customer with more than 50 sites or a half-hourly and that means we listen to you and act on your meter type. feedback where we can.

Simplicity With the hours you work and the millions of things you have to do, the last thing you want to spend time on is working out energy tariffs and bills. So we try to make the best use of your time by offering clear and transparent choices. SMALL BUSINESS CUSTOMERS

2 | Our Customer Commitments Our Customer Commitments | 3 Fair value Better service

Just starting out? Many ways to contact us To help entrepreneurs and start-ups through those critical first stages, Our aim is to be here for you when and where you need us and there are a our New Start tariff offers new businesses a low fixed daily charge number of ways for you to get in touch. You can contact us on our freephone during the critical six-to-nine-month set-up phase. It gives you the number and speak to an adviser based here in the UK. If you’d rather do your flexibility to change when you’re ready for something longer-term, as admin out of hours, we offer 24/7 access to your account online. We also there are no exit fees either. offer online support through live webchat and you can get in touch by email. Stabilise your electricity costs Helping you get costs down Want to know what the price of your energy will be, but don’t have Business Fit is our free online energy efficiency tool, and it could help to lower time to worry about what you’ll do when your contract ends? No your energy costs. problem. Our renewal tariff gives you an automatic new 12-month Our Business Thank yous scheme has a range of great offers that could help fixed-price deal. There’s also the flexibility to change tariff at any time you save money on everyday essentials or services for your business. or leave by giving notice and clearing any outstanding balance. Good conversations Easy fix – get the best of both worlds We actively monitor the service you get when you call, randomly selecting Want to know what the price of your energy will be, but don’t calls to listen to. We check that our advisers listen to customers, explain the have time to worry about what you’ll do when your contract ends? options clearly and help people get the tariff that’s right for them. If we think No problem. Our innovative new tariff gives you an automatic new any adviser isn’t getting it right, we give them extra training until they do. 12-month fixed price deal – as well as the flexibility to upgrade at any time or leave by giving notice and clearing any Alongside our customer satisfaction survey, we run a detailed analysis to outstanding balance. identify exactly what makes our customers likely to recommend us. All the Go at your own pace feedback we receive becomes part of our continuous improvement process. We offer our customers a range of fixed-price electricity contracts What if things go wrong? from one to four years – which helps when you want to stabilise your We’re dedicated to achieving one of the lowest levels of complaints in business costs and plan for the future. the energy industry. We constantly monitor our processes, but even in the Or if you want flexibility, we’ve created Freedom for business. It’s best organisations people make mistakes and IT systems go wrong. When a variable tariff that has no exit fees and you can upgrade or leave mistakes happen, we’ll act promptly and courteously to put things right. SMALL BUSINESS CUSTOMERS anytime, as long as you have no outstanding balance. We were the If you do need to complain, it’s easy and we’ll listen. We aim to resolve your first major supplier to offer a tariff like this. complaint by the end of the next working day. At peak times and for more If you’re having difficulty paying please let us know. We’ll work complex complaints this may take longer. If you’re unhappy with the action with you to find the best solution, such as setting up a Direct Debit, we take, you can follow our complaints procedure which may ultimately lead considering other energy tariffs or setting up an affordable payment to a right to seek independent resolution by the Ombudsman. plan on our Recovery for business tariff. We’ve made improvements over the last year and will pursue our efforts by Refunding what we owe focussing on the root causes of complaints. And on giving our customers We’ve changed the way our annual reviews work for Direct Debit greater clarity on the status of their complaint. customers. Now, if we have an up to date meter reading at annual Your feedback helps us to make EDF Energy a better company. If you show us review, and the customer is even just a penny in credit, we’ll refund it. that something about our processes or approach is wrong, we’ll do all we can Useful Information to fix it. Email us [email protected] Find out about what business tariffs are available at edfenergy.com/sme Visit edfenergy.com/sme for ways to pay for your energy and Recovery for business

4 | Our Customer Commitments Our Customer Commitments | 5 Useful Information When we create written customer communications, we design them to be Call us on 0800 096 2255 (we’re open Monday to Friday 8am to simple and transparent and to use plain language. We use our Trust Test to 6pm) make sure communications are fair, professional, appropriate, transparent Contact us online at edfenergy.com/sme and honest. Visit edfenergy.com/sme to view our complaints procedure And of course, our information is available in Braille, large print and audio format. See where you can save at edfenergy.com/business-fit and edfenergy.com/business-thankyous Managing energy online You can use MyAccount to update your details or view and pay bills online. You can also give us meter readings, upgrade to Direct Debit and find all communications about your account in one place. If it’s easier for you, you Simplicity can submit your meter reading with our smartphone app. Useful Information How are we doing? If you’d like to switch please call 0800 015 7787 to talk to one of our advisers (we’re open Monday to Friday 8am to 5pm). You can see right here part of how we’re living up to our commitment to give you better service. Visit edfenergy.com/sme for information about switching Simplified tariffs and contracts Find out more about how we bill at edfenergy.com/sme We know you’re busy, so we’ve made it much easier for you to Register for MyAccount edfenergy.com/myaccount-sme choose the right tariff for your business. You’ll find our clear contract or visit edfenergy.com/sme to find out about our App summary and Statement of Renewal Terms highlight the important Find out about all our contract Terms and Conditions at bits. This is designed to help you understand exactly what you’re edfenergy.com/smeterms signing up to and what you need to do when. If you’re on our Deemed tariff we’ll remind you to call in and discuss other tariff options that may be better for your business. We’ll also write to you at least 30 days before your prices are due to change. SMALL BUSINESS CUSTOMERS Changing your energy supplier If you want to move to EDF Energy, we’d be glad to talk through your options and set you up. If you decide to leave us, we’ll make it as straightforward as possible. Of course, we’ll try to find out why you’re choosing to switch, because we want to better understand how we can support businesses such as yours. Easier to understand We’ve made a commitment to regularly review our letters to customers to make sure they’re clear and as easy as possible to understand. We clearly state on your bill which tariff you’re on and when your payment is due. We aim to bill you every quarter, and if you are a monthly Direct Debit customer you’ll receive an annual summary. We’ll remind you to provide a meter reading so we can bill you accurately. We value the Plain English Crystal Mark for the back of our bills.

6 | Our Customer Commitments Our Customer Commitments | 7 OUR 3 KEY PROMISES FOR Fair value We understand that energy costs affect our customers LARGE BUSINESS CUSTOMERS in different ways. To help our large business customers manage these costs, we offer expert information and insight, as well as a range of products and services to suit To best serve our business customers we split them into their differing needs. two categories: Small and Large Business. Our Small Business customers usually have less than 50 sites and quarterly meter types but there is sometimes overlap as Better service Our aim is to offer the best service in the industry, and businesses develop. Our Large Business teams manage that means we listen to you and act on your feedback any customer with more than 50 sites or a half-hourly where we can. meter type. Simplicity We understand how busy our customers are so we try to help them wherever we can – from ensuring our communications are easy to read and understand through to helping them navigate the complex landscape of energy and put it at the heart of their business strategies. LARGE BUSINESS CUSTOMERS

8 | Our Customer Commitments Our Customer Commitments | 9 Fair value

Products to suit your business Useful Information Larger consumers have different needs, often related to the size Call us on 0800 328 9030 to find out more about our range of contracts, or of their property portfolio or how and when they use or produce use the following links to: electricity. We’ve developed some innovative products such as Power Find out more about Fixed contracts at edfenergy.com/3d Purchase Agreements, National Connections Services and long-term supplies. Find out more about Flexible purchasing at edfenergy.com/flex Fixed contracts Find out more about Market Insight at edfenergy.com /market-insight Our fixed-price product range includes Fixed+Peace of Mind which Find out more about Energy View at edfenergy.com/ energyview fixes all wholesale market and most third party charges for the Find out more about how we work with intermediaries at edfenergy.com/ duration of the contract. And because it has no volume tolerance intermediaries restrictions, customers don’t face changes to their unit rates if their consumption changes. Fixed+Protect and Fixed+Reflective contracts Find out more about how we can help customers save at edfenergy.com/ offer varying, but transparent, levels of third party charges and energy-services volume tolerance restrictions. Greater control with flexible purchasing Many of our larger customers choose to purchase their energy Better service flexibly through us at prices direct from the wholesale market. Our Market Insight service is for those customers on flexible contracts. It Many ways to get in touch offers access to wholesale energy price information to help inform Customers have a variety of ways to get in touch with us. Large Business purchasing decisions. The service includes intraday alerts and expert customers can speak to dedicated account management teams, or use group commentary. email addresses to reach knowledgeable staff. How we work with intermediaries Manage your account online We know that many businesses choose to work with brokers or third MyAccount for Large Business, our online account information portal, gives party intermediaries (TPIs). Customers should be confident of the Large Business customers the information they need to stay in control. quality and completeness of the advice they receive. To work with Customers can submit a meter read, view an invoice or request a Carbon us, third party intermediaries must sign an agreement which includes Reduction Commitment report. a requirement for transparency on their charges to customers. And Good conversations we’ve also proactively supported the development of Ofgem’s TPI Code of Practice. We actively monitor the service you get when you call, randomly selecting calls to listen in on. We check that our teams listen to customers, explain the LARGE BUSINESS CUSTOMERS Helping customers to save energy options clearly and help customers to get the right contract for their business. We have a range of services that can help customers manage their If we think any member of our team isn’t getting it right, we give them extra consumption, track usage against targets and make savings. training until they do. Our Energy View service is available to help customers analyse their Alongside our customer satisfaction survey, we run a detailed analysis to recent consumption data in detail. We also offer Energy Performance identify exactly what makes our customers likely to recommend us. All the Contracts and Energy Audits to help large businesses hit their energy feedback we receive from this survey is fed into a continuous improvement efficiency targets. process. Refunding what we owe Our Welcome Team look after all new customers joining EDF Energy, making When it comes to payments and refunds, any balance your business sure that right from the start they have everything they need for things to run has with us is either collected or refunded as quickly and smoothly as smoothly and efficiently. Our regular updates keep you informed about how possible. things are progressing for your sites.

10 | Our Customer Commitments Our Customer Commitments | 11 Simplicity

Investing in customer support Clear communications We’re investing in streamlining and updating many of our When we create written customer communications, we design them to be existing processes so that customers get more tailored and helpful simple, transparent and in plain language. We use our Trust Test to make sure communications. Whenever we make significant changes like this, we communications are fair, professional, appropriate, transparent and honest. keep customers fully informed and take measures to keep the impact We clearly state on our customers’ bills what they need to pay for their to a minimum. energy usage, by when, how it was calculated and who to contact if they What if things go wrong? want to query anything. The continued improvements we’re making to We’re dedicated to achieving one of the lowest levels of complaints our systems will result in clearer and simpler bills for our Large Business in the energy industry. We constantly monitor our processes, but even customers. in the best organisations, people make mistakes and IT systems go Clearer contracting information wrong. When mistakes happen, we will act promptly and courteously We clearly highlight the important bits in our contract summary and renewal to put things right. terms so that customers know exactly what they are signing up to and what If you do need to complain, it’s easy and we’ll listen. We aim to they need to do and when. resolve your complaint by the end of the next working day. At peak If you’re on a deemed tariff we’ll remind you to call in and discuss other times and for more complex complaints this may take longer. contract options. We’ll also write to you at least 30 days before your prices How are we doing? are due to change. You can see one our website how we’re living up to our commitment Changing your energy supplier to give you better service. Please go to edfenergy.com/large-business/ If you want to move to EDF Energy, we’d be delighted to talk through your treating-customers-fairly. options and set you up. Useful Information If you decide to leave us, we’ll make it as straightforward as possible. Of Find out how you can contact us online at course, we’ll try to find out why you’re choosing to switch, because we want edfenergy.com/business-contact to understand how to better support businesses such as yours. Find out more about our accreditations at Talk Power programme edfenergy.com/ accreditations We regularly run events to update customers on changes to energy markets View our complaints handling process at and regulation and the opportunities these bring. Our letstalkpower.com site edfenergy.com/complaints and our annual customer conference are a chance to hear our experts’ views on the latest developments. In 2014, 99% of attendees found our conference See how we’re doing at “engaging, informative and enjoyable”.

LARGE BUSINESS CUSTOMERS edfenergy.com/large-business/treating-customers-fairly Useful Information Find out more about MyAccount at View our current terms and conditions at edfenergy.com/t-and-c edfenergy.com/myaccount-business Call 0800 328 0404 to change supplier Find out more about your bill on line at edfenergy.com/billing or call us on 0845 366 3664 Find out about Power Purchase Agreements at edfenergy.com/ppa Find out about National Connections Services at edfenergy.com/new-connections Find out more about Letstalkpower at edfenergy.com/letstalkpower

12 | Our Customer Commitments Our Customer Commitments | 13 Standards of conduct On 26 August 2013, Ofgem’s Standards of Conduct came into force to make sure energy suppliers like us treat customers fairly. It’s part of many positive changes that will make the market simpler, clearer and fairer for customers and help them to choose the best deal. For residential customers, the standards cover all interactions with customers and for small businesses [1], the standards cover everything relating to bills, contracts and changing supplier. The standards mean that whenever we deal with a customer, we make sure it’s in a fair, professional, appropriate, transparent and honest way. All our tariffs and services must be appropriate to our customers’ needs just as information given to customers should be clear, easy to understand, and jargon-free. We need to make it easy for customers to get in touch, and leave no stone unturned in putting things right if we make a mistake. We need to make sure everyone at EDF Energy understands the standards expected of them. As part of this, each year we to publish this statement, which sets out the actions we’re taking to treat customers fairly. You can read a full copy of the standards at ofgem.gov.uk.

[1] As defined by Ofgem, a micro business is a business that has fewer than 10 employees (or their full-time equivalent) and an annual turnover or annual balance sheet total of less than €2m or when supplied with gas, uses no more than 293,000kWh of gas a year or when supplied with electricity, uses no more than 100,000kWh of electricity a year. Character under licence from BeatBots LLC.

edfenergy.com EDF Energy is a trading name used by EDF Energy Customers plc, Reg. No. 02228297 whose Registered Office is at 40 Grosvenor Place, Victoria, , SW1X 7EN, incorporated in England and Wales. The responsibility for performance of the supply obligations for all EDF contracts rests with EDF Energy Customers plc. All information correct as at December 2014

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