Standards of Conduct and Treating Customers Fairly Annual Review of Designated Activities 2019


Introduction:
The last 12 months have been a busy time at MA Energy. One of our key achievements was to be approved by the Smart Energy Security Committee to join the Data Communications Company (DCC) which would allow us to install and operate smart meters. This in turn would benefit our relevant customers (those who have or install smart meters) with for example provide more accurate bills, when we ‘go live’. We intend to go live with our smart meters in the forthcoming months, subject to some procedural arrangements.

Communication regarding Billing or Contractual Information:
At MA Energy we believe that good, clear and helpful communication is key to our customer satisfaction. On the rare occasions that one of our customers feels they need to raise an issue or complaint we make it as easy and straightforward for them to do so.

Accuracy of Billing:
During the past 12 months MA Energy has had zero instances of having to re-bill an invoice due to inaccuracies within our systems. Where re-bills have had to be undertaken this has been due to inaccurate information being supplied to us or circumstances being changed that we were not aware of. As previously stated, MA Energy has recently been approved to go live with its smart meters. When we actually go live, it would assist us to provide more accurate billing instead of issuing estimated bills.

Customer Issues:
During the last year MA Energy has received no customer complaints via Ofgem or the Ombudsman. Any smaller issues that have been raised directly to us have in cases been resolved to the satisfaction of the customer with the quickest resolution time possible. Following a recent clarification request from a corporate client, we have updated our offer letter to all our customers, to confirm that the offer is only valid once the agreement is countersigned by approved officer.

Time Frame for Receiving and Payment of Bills:
At the point of sale the payment period of invoices is agreed with the prospective customer. This is normally 10 working days, but along with our prices can be bespoke to best suit the benefits of both MA Energy and the customer. On some occasions, even after the contract is agreed, the payment period can be adjusted depending on a particular customer’s circumstances. Wherever possible we try to meet the requirements of customers regarding payment terms.

Customer Transfers:
Throughout the year many new customers have agreed contracts to be supplied by MA Energy and equally some existing customers have decided to move their supplies elsewhere. Whether gaining new customers or losing existing customers we pride ourselves in making the whole process as smooth for the customer as possible. If on occasions we have to object to a supply leaving MA Energy we are mindful of our duties and assist in ensuring the issues around any objections are resolved as efficiently as possible.

Deemed Contract Matters:
Our Deemed contract and out of contract rates are set out in our relevant principle terms which are available on our website. When there is a change of tenancy we inform our ‘new’ customers of the relevant information and offer them fixed rate terms which are generally cheaper than the deemed rates. In the last 12 months we have had a number of customers on deemed contract rates for various periods depending on their circumstances.

Version: Provisional 16th August 2019
Published on: 28th August 2019