Standard terms for supplying electricity and gas to domestic customers

Standard terms for supplyng electrcty and gas to domestc customers

Glossary agents and servce provders Agents provde servces on our behalf. Servce provders provde servces to us. central charge database A database whch holds detals of all green deal plans, the green deal provders, green deal fnancers, green deal charges and green deal bll payers whch s used to facltate all green deal arrangements. domestc customer Someone takng gas or electrcty (or both) totally or manly for home use not a busness premses (t can nclude an organsaton usng energy n a resdental property, e.g. a landlord usng energy to provde frost-protecton n a vacant property). Energy Sure An ndustry-wde ntatve to promote best practce n sellng gas and electrcty. green deal arrangements agreement The agreement between supplers, green deal fnancers and green deal provders whch sets out the procedures and practces to be followed by the partes n relaton to the collecton of green deal charges from green deal bll payers and the payment of those charges to the green deal provders or fnancers (as applcable) and the entry of data nto the central charge database. green deal bll payers The person who s responsble for payng the electrcty bll at the green deal property where the green deal plan apples. green deal charges The costs of the green deal plan broken down nto a daly charge whch are set by the green deal provder and collected by us. green deal fnancer A party who agrees to take over the fnancng of the green deal plan from the green deal provder, where ths happens the green deal fnancer wll replace the green deal provder n relaton to any payments beng made by you under the green deal plan. green deal home or property A property whch s subject to a green deal plan. green deal plan A plan set up for the nstallaton of energy effcency measures or mprovements made (or to be made) to a property by a green deal provder where the costs of such energy effcency measures or mprovements wll be recovered by the green deal provder n the form of green deal charges. green deal provder The party responsble for provdng or nstallng the energy effcency measures or mprovements to a property under a green deal plan. lablty What you and we are responsble for n law. local network operator The company whch operates the local dstrbuton network through whch your electrcty or gas s suppled. meter The devce ftted to record the energy you use. It also ncludes any assocated equpment. non-standard product A product we supply whch has extra terms that apply along wth these standard terms of supply (ths may depend on the tarff that apples). npower group company The current npower group ncludes the followng companes. RWE AG RWE Npower plc (company number 3892782) Npower Commercal Gas Lmted (company number 3768856) Npower Drect Lmted (company number 3782443) Npower Lmted (company number 3653277) Npower Gas Lmted (company number 2999919) Npower Northern Lmted (company number 3432100) Npower Northern Supply Lmted (company number 2845740) Npower Yorkshre Lmted (company number 3937808) Npower Yorkshre Supply Lmted (company number 4212116) The address of RWE AG s Opernplatz 1, 45128 Essen, Germany. The address of the other companes n the npower group s Wndmll Hll Busness Park, Whtehll Way, Swndon SN5 6PB. Ofgem The Offce of Gas and Electrcty Markets they regulate Brtan s gas and electrcty ndustres. prepayment devce A devce that s used to top up a prepayment meter wth credt whch, for example, may be a card or a key. smart meter A meter that records the amount of energy you use and can send ths nformaton to us remotely (removng the need for a meter reader to vst), as well as recevng nformaton sent from us to the meter. subcontractor A person or company who carres out work for us. tarff The rate or rates for each unt (klowatt-hour or kwh) of electrcty or gas (or both) that you use under ths agreement (ncludng any daly standng charge) plus any other charges. we, us, our npower, whch s the company that supples electrcty or gas (or both) to your home see Who supples your gas or electrcty (or both). workng day Any day other than a Saturday, a Sunday, Chrstmas Day, Good Frday or a bank holday. you The person takng the supply of gas or electrcty (or both). About these terms These terms cover separate agreements. Part A contans the terms of your agreement wth us to supply gas or electrcty or both. Part B s a standard agreement between you and the local network operator who dstrbutes electrcty for us to supply to you. These agreements only apply f your home or property s connected to the mans (local network) supplyng electrcty or gas. If t s not, you must make separate arrangements wth the local network operator for that connecton. Part A About ths agreement Standard agreement wth npower for supplyng gas or electrcty (or both) a These are the standard terms of our agreement wth you. You may have agreed to extra non standard product terms dependng on the tarff whch apples. We have desgned these standard terms and prces for sngle, domestc premses wth an ndvdual meter. By enterng nto ths agreement, you agree that you are a domestc customer. If you stop beng a domestc customer and become a busness customer nstead, you agree to let us know wthn seven days of the change takng place. Ths wll allow us to arrange for your supply to be transferred over to our standard busness terms or to a new suppler. b Ths agreement s based on the nformaton you have gven to us, ether drectly or through an agent. If we cannot check any mportant nformaton about you or your meter or the nformaton avalable s not up to date, or the nformaton you have provded s sgnfcantly naccurate, false or msleadng, or we cannot supply a customer wth your type of meter or meterng arrangements, we can choose not to go ahead wth our agreement wth you, or we may offer you dfferent terms to reflect your supply crcumstances. We may also choose not to go ahead wth our agreement wth you, or offer you a dfferent payment opton, f your meter or meterng arrangements are not sutable for the tarff or payment opton you have chosen. We wll wrte to you to offer you any such alternatve. If you don t object or f you choose not to cancel your contract, we wll assume your acceptance of the alternatve offered. We may ask you to change your meter or meterng arrangements before we can supply you f that s necessary to enable us to supply you and we have no rght to make those changes for you. You wll need to arrange for ths to happen (at your own cost) before we can begn supply. c If durng the change of suppler process we provde you wth ncorrect prces n error we reserve the rght to change your prces by notfyng you of the correct prces. If you receve such a notfcaton from us then you wll ether be gven the opton to accept the revsed terms and contnue wth your regstraton wth us (f we spot the error n tme) or where you have already transferred over to us we wll notfy you of the correct prces and the terms of clause 6 wll apply. Where you are already a customer and you select a new or dfferent non standard product and we provde you wth ncorrect prces n error we also reserve the rght to change your prces by notfyng you of the correct prces. d We can refuse to supply premses under these standard terms f they are splt up nto more than one home whether or not each home has an ndvdual meter. Who supples your gas or electrcty (or both) npower s our tradng name and we supply gas or electrcty (or both) to you. The full name of the npower company that supples you wll be shown on the front of your agreement (f n wrtten form) or n the correspondence sent to you to confrm your agreement wth us (for example, f you have entered nto an agreement wth us over the phone or onlne). You may receve your gas or

electrcty bll (or both) from any npower group company. Any npower group company may ask for or collect payment from you for any other npower group company. If we supply both your gas and electrcty, we do so under separate agreements, although you may receve a combned bll (whch wll show your gas and electrcty charges separately). When ths agreement starts a Each separate agreement for gas or electrcty runs from the date that you: sgned t; accepted t on the phone; or sent n an onlne applcaton (ether drect or through an onlne agent). If none of these apply to you, the agreements start when you start takng the supply. b If we are takng over from another suppler, we must complete the transfer wthn 21 days of the day after the date you entered nto an agreement wth us (that s 22 days from the date you entered nto the agreement); or where a cancellaton perod apples (whch cannot be longer than 14 days) wthn 21 days of the day after the end of the cancellaton perod (that s 22 days after the end of the cancellaton perod). c However, we do not have to complete your transfer wthn the perod set out above f: you ask for the transfer to take place at a later date; you wthdraw your request to transfer your supply by tellng us that you no longer want to change suppler; your old suppler has objected to the transfer; v after takng all reasonable steps, we stll do not have all the nformaton we need from you to complete the transfer, and that nformaton s not readly avalable from another source; or v after takng all reasonable steps, we are prevented from completng the transfer due to any other reason whch s beyond our control. d If the transfer has been delayed for one of the reasons set out at, v or v above, once that reason no longer apples we wll complete the transfer as soon as we reasonably can, and at the latest wthn 21 days of the date that the reason for the delay no longer appled (unless you no longer want to contnue wth the transfer). e You agree to your old suppler: gvng us all your relevant detals to help wth your transfer; and transferrng to us the rght to collect any debt you owe to that suppler and passng over all relevant account nformaton. Changng your mnd You can cancel ths agreement wthn 14 days from the date you sgned t, accepted t on the phone or made your applcaton onlne. To cancel, smply wrte to us wth your agreement number, sayng you want to cancel. Address ths to: npower, PO Box 9647, Oldbury B69 2PZ. Or, you can emal us at customer. acqustons@npower.com or phone us on 0800 316 3375 (free from most landlnes) or 0330 100 8674 (ncluded n any nclusve mnutes from mobles). You may also use the cancellaton form left wth you f you sgned n person. You may end your agreement wth us at any tme as descrbed below under Endng ths agreement and changng suppler. Charges Our charges You agree to pay our charges based on the tarff whch apples. You can fnd detals of our charges and how we work out our charges n any 12-month perod on your bll, n our tarff lterature, on npower.com/prces or by callng customer servces. We wll add VAT at the approprate rate to our charges f ths apples. Changes to our charges or the terms of ths agreement a We may change our prces, dscounts or the way we charge for gas and electrcty. If we ncrease our prces or make any other change to the terms of ths agreement whch sgnfcantly dsadvantages you (for example, we reduce our dscounts, we wll tell you about the changes at least 30 days before they begn to apply. If you do not accept the changes, you may end ths agreement and change suppler. If you tell us that you are endng ths agreement and changng suppler, the changes wll not apply to you as long as: you tell us that you are endng ths agreement, and are changng suppler, on or before the date when the changes are due to apply; and wthn the 15 workng days after you tell us that you are changng suppler, we receve notce from another suppler that they wll begn to supply your home wthn a reasonable perod of tme. b If you owe us money and we object to you transferrng your supply to another suppler, f you stll want to leave us you must pay us any money you owe wthn 30 workng days of us tellng you that we object to the transfer. If you don t pay the money you owe wthn 30 workng days, the changes we told you about wll apply. As well as payng ths money, you should also get n touch wth your new suppler to make sure that they wll regster you as ther customer wthn the 30-workng-day perod. c When we change prces, we ll estmate the meter readng on the date the prce change takes place. We ll use ths readng to work out your charges at the old prces up to the date we change the prce (unless you gve us an actual meter readng on that date, n whch case we wll use that to work out your charges). We wll then use the new prces from that date. Dscounts and rewards a If we offer a dscount, t may be ether a one-off dscount or a regular dscount. You wll be enttled to a dscount f you meet the condtons whch apply to the dscount. If you are enttled to a one-off dscount, t wll be credted to your account n lne wth the terms of the relevant offer. If you are enttled to a regular dscount, t wll be credted to your account on or before the last day of the 12-month perod whch started when you became elgble for the dscount, and agan durng each further 12-month perod, for as long as you are enttled to the dscount. We may credt part of a dscount at a pont durng the 12-month perod whch t relates to, and from whch pont all further 12-month perods (for the purposes of any dscount) wll run. We may apply the dscount as a sngle amount off your charges for the relevant 12-month perod, or as a seres of deductons. b You may be enttled to a reward, as an alternatve to a dscount, as long as you meet the condtons of that reward. If you are enttled to a reward, you wll receve t on the last day of the 12-month perod whch started when you became elgble for the reward, or as soon as reasonably possble after that date. Unless we wthdraw the reward n the meantme, or t s a one-off reward, you wll also receve t on or as soon as reasonably possble after the last day of each further 12-month perod. c If you pay by monthly drect debt, we may take any dscounts nto account to work out your monthly payments (unless you have chosen an alternatve reward nstead of your dscount) for the frst 12 months from the date you set up your drect debt arrangement, or for as long as we decde for the tarff or offer that apples to you. d If you do not meet the condtons that apply to your dscount or other reward, you may not receve t. Also, your monthly payments n your frst year or, f approprate, any later perod, may not be enough to pay for your usage. As a result, you may have a balance to pay. e If we offer you a dual-fuel dscount: you wll receve combned gas and electrcty blls (rather than recevng separate blls for each fuel); and you must make combned gas and electrcty payments (rather than payng for each fuel separately). f Any combned bll wll show the charges for gas and electrcty separately. g If you move to a house suppled by npower, you may not be able to transfer your dscount. You should check the detals of your offer and any extra terms and condtons that apply. You can fnd detals of our dscounts on npower. com/dscounts or by callng customer servces on 0800 073 3000 (free from most landlnes) or 0300 100 3000 (ncluded n any nclusve mnutes from mobles). Meter readngs a You must gve us meter readngs at least every sx months. Ths wll help us to make sure your blls are as accurate as possble. We may ask you to provde more frequent meter readngs dependng on your method of payment. b When we produce your bll or statement, we wll, f possble, use a meter readng that we or you have taken (ths s an actual meter readng ). If no actual meter readng s avalable, we wll produce a reasonable estmate of usage at your property. You agree to pay the estmated amount or gve us an actual meter readng. We wll send a new bll based on ths readng (unless you agree otherwse) or, f no bll s due at that tme, we wll use ths when we work out your next bll (unless a further actual meter readng s provded). c If you take both gas and electrcty from us, and you want to update your energy usage, you must gve us both meter readngs, even f only your gas or your electrcty usage has been estmated. If we do not receve meter readngs for both fuels, the fuel wthout an actual meter readng wll be estmated when we next send you a bll. When we receve an actual meter readng from you or a meter reader whch shows us that any prevously estmated meter readngs

we used to prepare your blls may have been over or underestmated, we may cancel and replace the relevant blls. If we do ths, we wll use the actual meter readng and the typcal energy usage of gas and electrcty (whchever s approprate) for the relevant tme of year to prepare a more accurate estmated meter readng for the earler blls. If any prce change has taken place n the meantme, we wll use the relevant prces before and after the prce change when workng out the new bll. Ths wll be based on our revsed reasonable estmate of the meter readng at the date of that change, unless you provde us wth your own meter readng at the date of that change. d If your home shares an unmetered supply of gas or electrcty (or both) wth other premses (for example, electrcty used n shared parts of a buldng dvded nto flats), we may estmate the amount of gas or electrcty (or both) used and charge you an approprate share. e If, n our reasonable opnon, the meter readng you provde s not accurate, we wll not use t, but we wll try to contact you to get a new meter readng to use nstead. f If, for any reason, your meter does not regster any gas or electrcty used, you agree to pay the amount that we reasonably estmate you have used. Other charges we may make a We may charge to recover any reasonable costs of collectng payments from you. These may nclude the followng. ) Costs we pay to recover money you owe us, whch may nclude costs of vstng your home (unless the reason for the vst s beyond your reasonable control). ) Admnstraton costs nvolved n collectng your debt (ncludng the cost of any phone calls made to you by us or our agents). ) Costs of applyng for and gettng a warrant of entry and carryng t out. v) Costs of tracng you f you have moved and not gven us a forwardng address. v) Green deal charges for energy effcency measures or mprovements that you, or a prevous occupant of your property, have made n your home (see clause 46 for the addtonal terms and condtons that apply to green deal). Costs to do wth unaccepted payments a We may also charge to recover any reasonable costs we have to pay f: we have to return a cheque to you, or a drect debt s rejected because there s not enough money n your account; or you send us a post-dated cheque (that s, a cheque wth a future date wrtten on t) or f we have to pay costs to gve you copes of cheques and blls. Costs to do wth your meter (whether t s a credt meter or a prepayment meter) a We wll charge to recover any reasonable costs of the followng. Changng your meter f you ask us to, unless you are dsabled and you cannot use your exstng meter. Changng your meter when you become our customer f your type of meter s not one that we can support on our system. Movng your meter, unless you are of state penson age, dsabled or chroncally sck (see below About your meter ). v Reparng or replacng a damaged meter or meter seals, f the damage s your fault. v Dsconnectng or reconnectng the supply f you ask us to. v Carryng out a meter accuracy test f you ask for ths and we do not fnd a fault wth the meter (whch may nclude the costs of any vsts to your home where we do not fnd a fault wth the meter). v Gettng a warrant to enter your home f you refuse to let us n, and reasonable costs related to enterng your home wth the warrant. v Dealng wth somethng you do that breaks the terms of ths agreement. Costs to do wth your prepayment meter a We may also charge to recover the reasonable costs of the followng. Replacng a prepayment devce and the reasonable costs of gettng t to you. Vsts to your premses by our agents f you have contacted us to tell us that you have run out of credt due to a fault wth your prepayment meter or prepayment devce (or both) f we cannot fnd a fault and the vst results n credt beng added to your prepayment meter by our agents. Fttng a prepayment meter to avod cuttng you off (we may decde not to enforce these charges dependng on your crcumstances). v Changng a prepayment meter to a credt meter f you ask us to make the change and we agree to do so. v Our agents vstng your premses f you have not taken reasonable care of the meter, and the reasonable costs of reparng or replacng the meter. b We wll not charge you for replacng a smart prepayment meter wth a tradtonal prepayment meter where you are swtchng to us from another suppler. Payment When payment s due Payment s due on the date shown on your bll. That date wll be set so as to gve you a reasonable amount of tme to pay. You must pay the amount shown on your bll n full on or before that date unless we have agreed a dfferent payment arrangement wth you. If there s a genune dspute about any amount, you must pay the amount you agree you owe. When we have settled the matter, we wll adjust the bll as approprate. If you are enterng nto ths agreement together wth other people (such as your partner), you are each responsble for payng all amounts untl they are pad n full. If you owe us money we wll use any payments you make to pay off the oldest debt frst. Instalment plan and payment scheme a If you cannot pay your bll, we may offer you an nstalment plan nstead of fttng a prepayment meter. Ths plan wll spread the money you owe us over a perod of tme and at a rate that should be affordable for you. It s a condton of the nstalment plan that you also agree a payment scheme to pay for your energy use. You can pay off the full amount you owe at any tme before the nstalment plan ends. b Whle you stll owe us money under your nstalment plan, you may not be able to change suppler. If you move home, you wll have to pay us the full amount you stll owe under the nstalment plan, unless you ask us to transfer the amount over to your new address and you contnue to take your supply from us. We wll set up a new payment scheme and nstalment plan for your new address. c If you fal to make any payment due under the nstalment plan, the plan wll automatcally end and we may nstall a prepayment meter nstead to help you pay for the energy you use and recover any money you stll owe us. Refundng money we owe you We may keep any money we owe you, and use any payments you make, to reduce any debt you owe us or any of our other group companes. We may do ths f the debt s to do wth supplyng gas or electrcty (or both) or the terms of your agreement. Ths wll nclude any specal terms you have agreed to. The amount we keep wll not be more than the amount you owe us. Askng for a depost a We may ask you to pay a reasonable amount upfront a depost as securty aganst payment for your gas or electrcty (or both). We may do ths to protect us aganst lkely loss n the event that you break the terms of ths agreement. We wll not ask for a depost f you choose to pay for your gas or electrcty (or both) through a prepayment meter and t s safe and reasonably possble for you to use a prepayment meter. We wll only ask for a depost f t s reasonable for us to do so n the crcumstances. If we ask you for a depost and you do not pay t, we may be enttled to: refuse to supply gas or electrcty (or both) to you; or cut off your gas or electrcty (or both) untl you pay the depost (plus any reasonable costs we have as a result of cuttng off and reconnectng your supply). About your meter Damage to the meter a You must take reasonable care to make sure that the meter s not nterfered wth or damaged. b If you notce any damage to your meter, or f you suspect that someone has nterfered wth your meter, you must tell us as soon as possble. Poston of the meter Our meter readers must have easy access to read your meter. The meter must also be n a safe, secure and weatherproof poston. If t s not, or s not easy to get at, you must provde a sutable poston and allow us to move the meter. You agree to pay our reasonable costs for movng the meter unless the unsutable poston was our fault or you are of state penson age, dsabled, or chroncally sck. Access to your meter You wll need to gve us reasonable access to read, nstall, test, nspect, repar, remove or replace your meter when necessary. We may also need access to convert your meter from a credt settng to a prepayment settng (or vce

versa), or to cut off or reconnect your supply. Prepayment meters a You may ask us for a prepayment meter. We wll nstall one for you f we reasonably can or, f you have a type of meter we can convert from a credt settng to a prepayment settng (ether remotely by usng the wreless network or by nsertng a prepayment devce nto the meter), we may do that nstead. Please remember that a prepayment meter may be more expensve than other ways to pay for energy. b We may ask you to pay for your gas or electrcty (or both) through a prepayment meter on our prepayment terms. We may do ths f: you faled our credt checks; a prepayment meter s already nstalled; we have reason to beleve that someone has tampered wth an exstng meter; or you owe us money and by nstallng a prepayment meter we can avod cuttng off your gas or electrcty (or both). Smart meters a If you agree to have a smart meter nstalled, we or our agent wll contact you to arrange a convenent appontment for the nstallaton to take place. If we or our agent are not let nto your property for the appontment we have agreed wth you to nstall the smart meter, we may charge you the costs of that vst, unless you gave us at least 48 hours notce that the agreed tme was no longer convenent. b If you had a smart meter nstalled by your prevous suppler we wll, and wll notfy you of our ntenton to, treat t as a tradtonal credt meter untl such tme as we notfy you that we are able to utlse ts smart functonalty. If the smart meter s operatng n prepayment mode and you wsh to contnue on a prepayment tarff then we wll, subject to clause 12b, replace your smart prepayment meter wth a tradtonal prepayment meter. c Once a smart meter s nstalled and the smart functonalty s avalable for us to use (whch we wll notfy you about) we wll be able to take meter readngs wthout vstng your property. We wll use those readngs to work out the blls that we send you. We can also, wthout vstng your home: swtch your smart credt meter to work as a smart prepayment meter; or swtch your smart prepayment meter to work as a standard smart credt meter; or dsconnect your supply (but only f the crcumstances set out n clause 28 apply); f we have the rght to do these thngs under the terms of ths agreement or by law. Who owns your meter and any related equpment? a Unless you have chosen to ft your own meter and any related meterng equpment (whch must meet certan standards and be ftted n accordance wth ndustry procedures otherwse t may be removed by us or our agent) n whch case you own the meter, a servce provder (such as a meterng agent or the network operator) owns your meter and any related equpment suppled wth t (such as a dsplay unt suppled wth a smart meter), even when t s nstalled at your property. If they transfer your meter to another servce provder, you agree that both you and the new servce provder wll contnue to have the same rghts and oblgatons as before. b Generally you wll be responsble for all the ppes, wrng and equpment on your sde of the property beyond the meter nstalled at your premses and we are not responsble for those nor for ther safety. Exceptonally there may be equpment beyond the meter whch you are not responsble for. You are also responsble for the meter housng. Endng ths agreement Movng home a You must gve us at least two workng days notce before you move home. You must also gve us detals of your new address and your fnal meter readngs so that we can send you your fnal bll. If you have gven us the correct notce, your agreement wth us wll end on the date you move out of the property. If you fal to gve us the correct notce, your agreement wll end ether: two workng days after you tell us that you have moved; or when someone else takes over the supply; whchever s frst. b Untl your agreement ends, you wll stll be responsble for payng for any gas or electrcty (or both) used at your old home. Ths means f you delay n tellng us about your move, you may have to pay for any energy used durng the perod when nobody else was regstered as takng the supply. If you do not gve us your new address and we have to pay costs to trace you, we may add these costs to your fnal bll. Your rght to end ths agreement a Your agreement wth us wll end f and when: you change suppler and the new suppler starts to supply your home; we start to supply you under a new agreement; we lose our lcence to supply gas or electrcty (or both); we end ths agreement as descrbed below; or the supply s cut off because t s no longer needed. b Untl then, ths agreement wll contnue to apply and you must pay for all gas or electrcty (or both) used up untl t ends. Transferrng to a new suppler a If you want to transfer to a new suppler, we can prevent the transfer f: you tell us that you have not entered nto an agreement wth another suppler and you want us to prevent the transfer; you owe us money; your proposed new suppler agrees that the transfer was a mstake; or your proposed new suppler does not apply to transfer all the related electrcty meters at the premses on the same day. b We wll take all reasonable steps to send you your fnal bll wthn sx weeks of the transfer to your new suppler beng completed. If we receve further nformaton that allows us to correct a mstake n your fnal bll, we wll send you a corrected fnal bll as soon as possble after we receve the further nformaton. c There s no charge for transferrng to a new suppler, and we wll do everythng reasonably possble to help wth the transfer. You may have to pay an ext fee f t apples to your partcular non standard product. Our rght to end ths agreement a We may end ths agreement by gvng you 28 days notce n wrtng. We may end the agreement mmedately n the followng crcumstances. If you have faled to pay for your gas or electrcty (or both), cannot pay your debts, or have faled a credt check, and: you have refused our offer of lettng you pay n nstalments or through havng a prepayment meter ftted; or t s not reasonably possble for us to ft a prepayment meter. We may also gve you the opportunty (where possble) to pay drectly from any state benefts you receve. If you break the terms of ths agreement n any other way whch would reasonably be consdered to be serous (for example, you tamper wth your meter). If we lose our lcence to supply gas or electrcty (f ths apples). Transferrng your detals to a new suppler a We may gve your new suppler any relevant detals to help wth the transfer. If you owe us money, we may object to your transfer, or transfer the debt to your new suppler for them to collect. We wll gve them full detals of the amount you owe. b Ofgem can wthdraw our supply lcence n certan crcumstances. To make sure you do not lose supply, Ofgem may gve a last resort supply drecton to another suppler to take over the supply from us. If ths happens, your agreement wth us would end on the date the Ofgem drecton took effect. Cuttng off your gas or electrcty (or both) a We have the rght to cut off your gas or electrcty (or both) n certan stuatons only. We may do ths n the followng crcumstances. If you have faled to pay for your gas or electrcty (or both), cannot pay your debts, or have faled a credt check; and you have refused our offer of payng n nstalments or through a prepayment meter; or t s not reasonably possble for us to ft a prepayment meter. We may also gve you the opportunty (where possble) to pay va deductons from any socal securty benefts you receve. If you do not pay a depost we have asked you to pay, as set out n clause

16, Askng for a depost. If t s not reasonable, n all the crcumstances, for us to supply you, and we gve you seven days notce that we are endng ths agreement and cuttng off your gas or electrcty (or both). b We may also cut off your gas supply f supplyng gas to your home mght put the publc n danger and we have taken all reasonable steps to prevent that danger from arsng. c If we supply you wth both gas and electrcty, we do so under two separate agreements. We wll not cut off both your gas and electrcty unless ths s for a reason whch apples to both gas and electrcty. For example, f you have faled to pay for your electrcty, but have pad for your gas, we wll not cut off your gas supply (as long as there s no other reason for cuttng off your gas supply). d If you are havng dffculty payng, we wll offer to ft a prepayment meter before we cut off your gas or electrcty (or both). If necessary, to avod havng to cut you off we may apply for a warrant to ft a prepayment meter wthout your permsson. Or, f you have a type of meter that we can convert from a credt settng to a prepayment settng (ether remotely by usng the wreless network, or by nsertng a prepayment devce nto the meter), we may do that nstead. You must then pay for gas or electrcty (or both) at our prepayment rates, whch may be more expensve than other ways of payng for your gas or electrcty. We may also set the meter to collect any money you owe us. We wll tell you f we do ths. You must pay any costs we may reasonably ask for f we have to change, convert or reset your meter. e Costs You must pay our reasonable costs f we have to cut off or reconnect your supply for any of the reasons descrbed n ths clause 28. Those costs may nclude the cost of vsts to your home. Emergences Restrctng or cuttng off your supply n an emergency a We may cut off your supply f we have to do so by law or n an emergency, or as a result of other crcumstances beyond our control. b If we supply you wth gas, we and the gas transporter who operates the network through whch the gas s suppled to you also have the rght to tell you to restrct or stop your use of gas f we or the gas transporter have to do so by law or n an emergency. You must then follow our nstructons. c In an emergency, you must allow us, and anyone we authorse, safe access to your meter at any tme. Costs You must pay our reasonable costs f we have to cut off or reconnect your supply for any of the reasons descrbed n clause 29 above. Those costs may nclude the cost of vsts to your home. More about ths agreement Lmts on our lablty a Nothng n ths agreement removes our legal lablty for death or personal njury caused by our neglgence. Ths agreement does not affect any rghts you have by law, ncludng your rghts under the Consumer Protecton Act 1987. b Except for lablty for death or personal njury, as set out above, we are not legally responsble under ths agreement for: any losses that are not our fault, or that we could not have reasonably expected when we entered nto ths agreement; or any busness losses (for example, wasted expenses or loss of proft, ncome, opportunty, contract or goodwll). Busness use a If you have used gas or electrcty (or both) for busness purposes, and we have to pay a hgher rate of VAT or any other extra taxes (for example, clmate change levy), you must pay these taxes n full unless you meet the HM Revenue & Customs requrements that allow you to provde us wth exempton certfcates whch cover the taxes due. b If you are a busness customer and we have suppled you as a resdental customer by mstake, these terms and condtons wll not apply. We wll contnue to supply you under our deemed busness terms unless you sgn up to an agreed set of busness terms wth us or you change to a dfferent suppler. (Our deemed busness terms are the terms that a busness customer s suppled under f an agreed contract s not n place. Ths s n lne wth the Electrcty Act 1989 (as amended) and the Gas Act 1986 (as amended). The deemed busness terms may be more expensve than our other busness terms.) Transferrng our rghts or subcontractng to another suppler We may transfer any of our rghts under ths agreement to any other organsaton. We may transfer any of our responsbltes to any other lcensed suppler of gas or electrcty (or both). We wll tell you as soon as we reasonably can f we transfer any rghts or responsbltes to another organsaton. We may also subcontract anythng we have agreed to do under ths agreement. However, we wll stll be responsble for anythng carred out by our subcontractors. None of ths affects your rght to end the agreement as descrbed above under Endng ths agreement and changng suppler. Law In any dspute, the law of England and Wales apples to ths agreement f your home or property s n England or Wales, and Scots law apples to ths agreement f your home or property s n Scotland. Crcumstances beyond our reasonable control a You and we wll not be responsble for falng to keep to the terms of ths agreement (other than any falure to pay) f that falure s caused drectly by: crcumstances beyond your or our reasonable control; or you or us dong anythng whch we have to do by law. Usng your personal nformaton Data protecton notce a We respect your rght to prvacy and wll only use the personal nformaton whch you gve us, or whch we legally receve from another organsaton or person (for example, Land Regstry, a landlord, drectores such as 192.com or the electoral roll), as allowed by the Data Protecton Act 1998, the Prvacy and Electronc Communcatons (EC Drectve) Regulatons 2003, and any other prvacy laws that apply. b We may collect the followng nformaton about you and other members of your household. Name, age and sex Home address Phone number, moble number and emal address Bank account detals Meter detals Gas and electrcty usage Records of our conversatons and correspondence wth you Ethnc orgn and physcal or mental health. If any of your detals change, you should let us know as soon as possble so that we can keep our records up to date. How we store and use ths nformaton a We take approprate steps to protect the personal nformaton we collect from you and to make sure that your personal nformaton s kept secure and only used n lne wth clauses 36, 37, 38,39 and 46 (where you have a green deal plan). b We (or others actng on our behalf) may collect, store and use the personal nformaton lsted above for the followng purposes. To help us dentfy you so we know who we are talkng to. To supply you wth gas or electrcty (or both). To set up and otherwse manage your account, ncludng collectng payments, recoverng debts, analysng your account hstory and mprovng our servce to you. v To measure your gas or electrcty use (or both) and to work out your blls. v To help prevent and detect fraud or loss of gas or electrcty (or both). v To assess health and safety, envronmental and fnancal rsks to you. v To tran our staff and montor our servces. (Ths may nvolve us recordng our conversatons wth you or keepng copes of our correspondence wth you to make sure we are provdng you wth a good servce and are keepng to our legal and regulatory oblgatons.) v To provde you wth marketng nformaton (ncludng by text message and emal) about products and servces whch we thnk may nterest you (f you have agreed to receve such nformaton). x To carry out market research, produce statstcs, and test systems to help mprove the way we provde our servces. c We wll not use your personal nformaton to contact you about products and servces f you ask us not to. How we share ths nformaton a We may gve your personal nformaton to others n connecton wth the purposes set out above, ncludng to the followng. Agents actng on our behalf.

Other members of the npower group of companes. Relevant ndustry organsatons and agences, based on agreed ndustry processes. v Credt-reference and fraud-preventon agences. v Relevant law enforcement agences (f we receve a legtmate request for the nformaton). v Socal servces, and to medcal and healthcare professonals, f you are n danger of beng cut off and we beleve you may need extra help. You or a member of your household may need ths extra help as a result of your (or ther) health, age, dsablty or fnancal crcumstances. v If you have gven us your permsson, to Homeserve Membershp Ltd, so that they may contact you (ncludng by text message and emal) wth detals of products and servces whch they thnk may nterest you. b If an organsaton takes over all (or nearly all) of our busness or assets, we may pass your personal nformaton to them. We may also gve your personal nformaton to, for example, a government agency or a law enforcement agency, f we have to do so by law or regulaton. c Except as set out n ths clause 38, we wll not gve your personal nformaton to anyone else unless you have agreed to ths. If you do agree, but later change your mnd, you can contact us and we wll stop sharng your nformaton. d If you have a smart meter nstalled at your property, we wll not collect halfhourly detals of your energy usage unless you have gven us your consent to do so. If you have a dsplay unt wth your smart meter, we may send messages (for example, general energy-effcency messages) drect to t, unless you let us know at any tme that you do not want to receve such nformaton. e In connecton wth the purposes set out above, we or our agents may transfer personal nformaton that we collect from you to: other organsatons or people; or members of the npower group of companes; based n countres outsde the European Economc Area (EEA). These countres may not have the same data protecton standards as we do n the UK, although how we collect, store and use your personal nformaton wll contnue to be governed n lne wth clauses 36, 37, 38 and 39, the legal protecton provded by our agreements and any relevant laws. f We may pass your nformaton on for regulatory purposes to Ofgem (or any organsaton whch takes over Ofgem s role), or as part of a government datasharng ntatve. They may pass that nformaton to other agences to be analysed or for other purposes relevant to ther request or nvestgaton. How credt-reference agences may use your personal nformaton We may search the fles of credt-reference agences, and gather nformaton from fraud-preventon agences, and those agences wll record the search. We may share nformaton about your account and how you deal wth t wth other fnancal nsttutons, wth credt-reference agences and wth fraud-preventon agences. They may record ths nformaton (whch may nclude sharng nformaton about your payment hstory and any payments you have faled to make). We may use ths nformaton to help us assess your ablty to pay our blls and to make decsons about the products and servces that we offer you. Your rghts a You have the followng rghts relatng to your personal nformaton. To see the personal nformaton that we hold about you at any tme. If you wrte to, emal or phone us and ask to see ths nformaton, t s known as a subject access request. To see the nformaton you need to pay a fee, whch s currently 10. To ask us to update and correct any out-of-date or ncorrect personal nformaton that we hold about you. You can do ths free of charge. To opt out of any marketng communcatons that we (or any company or person we have gven your personal nformaton to wth your permsson) may send you. b You may exercse any of the rghts set out above by callng us on 0800 073 3000 (free from most landlnes) or 0330 100 3000 (ncluded n any nclusve mnutes from mobles) or you can contact us through our webste at npower. com/contactus or wrte to: Data Protecton SARs Team, npower, Tees House, Buldng To 2, Ground Floor, Traynor Way, Off Shotton Lane, Peterlee, SR8 2RU.Servce levels and complants Makng a complant a We know thngs can sometmes go wrong, and we take complants very serously. So f you re not happy wth the servce you ve receved, we ll always do our best to put thngs rght. If you have a complant, call our specalst Complants Team on 0800 316 9328 (free from most landlnes) or 0330 100 8628 (ncluded n any nclusve mnutes from mobles). If you prefer you can vst our webste at npower.com/complantprocess or wrte to: npower Complants Team PO Box 121 Peterlee SR8 9DT We ll do our best to settle your complant wthn 10 workng days. If t takes longer than ths, we wll tell you the lkely tmescale and keep you nformed of our progress throughout. If your complant s about our sales and marketng actvtes, we wll nvestgate t thoroughly as any sales representatve actng on our behalf must meet the standards set out n the Energy Sure code of practce. You can download a copy of the Energy Sure code of practce from npower.com or get a prnted copy by callng 0800 316 3375 (free from most landlnes) or 0330 100 8674 (ncluded n any nclusve mnutes from mobles). b If you are not happy wth how we have dealt wth your complant, you can ask for your complant to be referred to our Executve Complants Team. c When we have completed our nvestgatons under ether a or b above, our response to you wll explan what we have found out, detals of what we ve done to put thngs rght (f necessary) and, f approprate, an apology and an offer of reasonable compensaton. d If you are not happy wth how we have dealt wth your complant, you can ask for your complant to be referred to our Executve Complants Team. If you have followed the steps n our complants process and your complant stll hasn t been settled after eght weeks, or f we have sent you our Fnal Response letter and you stll are not happy, you can take your case to the Ombudsman Servces (see npower.com/energyombudsman). The Ombudsman Servce s a free ndependent servce specalsng n settlng customer complants n a far and unbased way. Please note, the Ombudsman Servces wll not consder your case unless you have followed our complants process. Provdng nformaton on the electrcty and gas you use a You can ask us to send you, another suppler or any other person nformaton about the amount of electrcty or gas you have used: n the prevous 12 months; or snce we ve been supplyng you (f you have not been a customer for at least 12 months). You can also ask for your supply number or meter pont reference number. We wll send the nformaton as soon as we reasonably can. Levels of servce We am to treat you farly and provde a servce that meets your needs. We must tell you about varous standards of servce, ncludng Guaranteed Standards (whch relate to our supply to you and cover your meter and bll) and Overall Standards (whch measure performance aganst set targets). The Guaranteed Standards relate to the followng. Your electrcty account n our old regonal areas (beng the Mdlands, Yorkshre and Northern) The accuracy of meters Makng and keepng appontments Faulty prepayment meters Compensaton payments The overall standards relate to the followng Puttng supples back on Reparng prepayment meters Changng meters Movng meters We wll send you a copy once n every 12-month perod. The copy you receve wll also set out the guaranteed standards that apply to your gas transporter and your local electrcty dstrbuton company, along wth any compensaton payments that apply f those standards are not met. If we fal to meet our Guaranteed Standards and Overall Standards (for example, by not performng a specfc task or keepng an appontment) we wll have to pay you a set level of compensaton. As well as the Guaranteed Standards and Overall Standards, we also have varous statements of servce relatng to provdng you wth the help that you may need. These statements are explaned n the followng booklets.

Payng for gas and electrcty Ths explans how to apply for a gas or electrcty supply, when we may ask for a securty depost, when we wll send you a bll, what to do f you have a queston about your bll, how you can pay your blls, and how we can help you budget for your blls or help you f you have dffculty payng. Prepayment meters Ths explans how you can pay through a prepayment meter, what a prepayment meter s, the advantages and dsadvantages of prepayment meters, how to ask for a prepayment meter, how the meter s nstalled, how to put credt onto the meter and what to do f you lose your card or key and need to buy credt. Usng electrcty and gas Ths explans how to use electrcty and gas more effcently n your home, how you can work out how much energy you are usng, how you can make savngs on your energy blls, grants avalable to help make homes more energy effcent, and who to contact f you are havng problems payng your bll. Warm Response servce Ths explans the servces avalable to Warm Response customers, who qualfy for the Warm Response servce, the checks you should make before you let anyone nto your home, meter readngs, what to do f you are havng dffculty payng your bll and what to do f you smell gas. Vstng your home Ths explans why we sometmes need to vst you, when we wll do so, and how to check the dentty of our agents to make sure they are genune. Free gas safety checks Ths explans when you may be elgble to have free gas-safety checks carred out and what those checks cover. The booklets are avalable n a varety of dfferent languages. Clause 41 above sets out what you need to do f you have a complant about the levels of servce you have receved from us. You can get more nformaton or detals about the Guaranteed Standards, Overall Standards or statements of servce from the leaflet we have sent you or from our webste at npower.com/standards or by callng customer servces on 0800 073 3000 (free from most landlnes) or 0330 100 3000 (ncluded n any nclusve mnutes from mobles). Your supply The qualty of your gas or electrcty supples (or both) and makng sure they are contnuous a Local network operators dstrbute the electrcty or transport the gas that we supply to you (or both). They are responsble for the qualty of the supply and for makng sure that the supply to you s contnuous, wthout nterruptons, through the local network. Ths s not our responsblty as t s outsde our reasonable control. b You have a separate connecton agreement wth the local electrcty network operator, as descrbed n part B below. New connectons If you need a new electrcty or gas connecton (or both) to your property, you wll need to contact the relevant local electrcty dstrbuton company or gas transporter (or both) for your area. Green Deal Green Deal Plans Where your home or property s suppled by us under ths agreement and t s or becomes a green deal property then the followng condtons wll also apply to you. a As the occuper of the property (or f the property s empty, the owner) you have a legal responsblty to pay the green deal charges assocated wth that property. b The green deal charges are set by your green deal provder and not by us. c We have a legal duty (under our supply lcence, secton 1(6) of the Energy Act 2011 and the Green Deal Arrangements Agreement) to bll and collect the green deal charges from you and pass these charges on to your green deal provder (or any thrd party they may nomnate (where approprate)), actng as an agent and trustee on ther behalf (unless we are also actng as the provder). In the event that you get nto debt n relaton to your green deal charges we are oblged to pursue you for that debt n the same way as we currently pursue you for any electrcty debt you may have (where applcable). d We are responsble for bllng and collectng green deal charges from you for the perod that we are regstered as your electrcty suppler. If you were already a green deal bll payer pror to the date we became your regstered electrcty suppler you wll contnue to be blled by us for your green deal charges from the pont we started to supply you. We wll not collect any outstandng green deal charges for any perod where we were not your regstered electrcty suppler unless we have agreed to do so wth your prevous suppler. If ths agreement s brought to an end you wll contnue to reman lable for any outstandng green deal charges for as long as you reman the bll payer for the property. e Green deal charges are attached to your property whch means they wll stll be payable by you even f no energy s beng consumed at the property (ncludng n the crcumstances where a property s empty, where the supply has been cut off or the property s dsconnected). f Your green deal charges wll appear on your electrcty account (rrespectve of whether the energy effcency mprovements actually relate to your gas supply) and wll be set out n the electrcty blls we send to you under ths agreement. g It s a requrement that you must pay for the green deal charges by the same payment method as you pay us for your electrcty supply and you cannot choose to pay by a dfferent method. h In the event that we cease to pursue the collecton of any outstandng green deal charges due, your green deal provder has the rght to take legal acton to recover these from you drectly. Ths wll not apply where we or a debt collecton agent actng on our behalf have negotated a full and fnal settlement of the green deal charges wth you as part of our debt recovery process on any closed accounts. If you only make part payment of any charges we bll you for under ths agreement we are requred to allocate your payment n equal proporton to the amounts outstandng n relaton to the charges for the supply of electrcty due to us under ths agreement and your green deal charges and you cannot choose how the payment s allocated. We may at our dscreton apply the money that you have pad aganst the charges n the order n whch they occurred (beng aganst the oldest debt frst). j Where you pay us by fxed drect debt and you would lke to have your drect debt amount reduced to take account of any energy savngs expected to be acheved under your green deal plan then you can only do so provded you have notfed us wthn 30 days of the date your property frst becomes regstered as a green deal property. We can only make an adjustment to your electrcty or gas account (dependng on whch s affected by the energy savngs) f we are your suppler n respect of that relevant electrcty or gas account. If followng your request we reduce your Drect Debt to take account of the expected energy savngs but these savngs are subsequently not acheved ths may ncrease the debt on your account. k To avod doubt, the clause above does not prevent us from revewng or ncreasng your drect debt at a later date or at your next scheduled monthly revew to ensure that the amount you are payng to us s suffcent to pay for the amount of energy you are usng at the property. l If you pay for your electrcty supply va a prepayment meter we wll collect any green deal charges through the meter n the same way as we collect your electrcty charges. m If there s a dspute between you and your green deal provder or you have pad your green deal provder n full before the end date of your green deal plan so that t ends early we wll contnue to charge you for and collect the green deal charges untl we are offcally notfed by your green deal provder to stop chargng you. n If you make any over-payment of green deal charges your green deal provder wll be responsble for refundng these to you except where we have charged you the green deal charges n error, for example, f we started chargng the green deal charges too early or we charged an ncorrect amount for your green deal charge etc. o In addton to our rghts under clauses 6(b), and 25(a), (whch also apply f you are a deemed customer) we have the rght to object to your transfer to another suppler f you have any green deal charges arrears (unless we are aware ether they are subject to a genune dspute between you and your green deal provder or you pay va a prepayment meter and your new suppler has agreed to transfer over any green charge arrears you may have). p Any securty depost you may be asked to pay under clause 16 of ths agreement may be ncreased by us to take account of the green deal charges. Usng your personal nformaton under Green Deal In addton to and ncludng clauses 36, 37, 38 and 39 of ths agreement (for whch your nformaton as set out n those clauses wll also be requred and processed n relaton to any relevant green deal plan), we wll also use your nformaton to assst n dentfyng you to the other partcpants n relaton to the