Principal Terms & Conditions
V0.3 April 2023
The Principal Terms are a summary of the key points within your contract; however, these are not a substitute for the full Terms and Conditions. It’s recommended that you read both documents. A deemed contract is in place where Ecotricity supply the property, where you haven’t expressed a formal request to be supplied by ourselves. An Out of Contract Tariff relates to customers on a deemed contract and also the follow on of a Fixed Tariff where no other tariff has been chosen.
• Our variables tariffs are continuous, which means they will only end when you switch supplier, if we choose to end it, or if you agree a new contract with us, or where we are instructed to under a Supplier of Last resort action.
• Contact us to see if we can offer you a more suitable tariff to your needs; our details are in your welcome information. Where you agree a new contract with us, this tariff will end when your new contract starts.
• On a variable tariff, you are able leave at any time without providing notice and with no penalty.
• Our Out of Contract rates are priced at or below Ofgem’s current price cap.
• Our variable Green Tariffs have derogation from the Ofgem price cap because they allow us to build more green generation assets.
• The rates are variable and are subject to change.
• The charges for the supply of your gas/electricity are detailed in your welcome letter or on our website.
• We will always notify you of any changes to your charges in advance of the change being made and you are free to leave should you want to, although we’d love you to stay.
Billing and payments
• You will receive your bills monthly.
• Monthly Direct Debit: This is a set monthly amount, which is assessed in line with your consumption and reviewed regularly to ensure you pay the right amount.
• Variable Direct Debit: Ecotricity will take the full amount of the most recent Gas/Electricity bill a number of days after the bill was generated.
• Payment on receipt of bill: You will be expected to pay the full amount on receipt of the bill. This can be done by cash, cheque, Bacs, debit card online through your customer portal, the automated payment line or by calling up.
• If you’re having trouble paying your energy bills, we’ll do everything reasonable to help, this could be through the setting up of a payment plan, directing you to appropriate debt charities or installing a Smart prepayment meter to manage your payments upfront.
• You may receive your bills in paper or electronic form. This includes accessing your bills online, where we have your details and agreement through your online account. To change your billing preferences please contact us.
• For some smart meters, we may not be able to communicate with your meter initially. For these meters we’ll request monthly meter readings until we are able to automate communications.
• Where we are communicating with your smart meter, we will collect half-hourly data.
• Where you’ve moved into a property that’s already supplied by Ecotricity please contact our customer service team and provide your details and an up-to-date meter reading. This allows us to set your account up as soon as possible. If you are moving home, please contact our customer service team at least two Working Days before the day you move, and we will request a final meter reading and your forwarding address on the day you move out. Where you don’t contact us, you may remain responsible for any energy used in the property.
• Where you don’t have an outstanding balance, you are free to leave at any time. The transfer should not take more than 5 working days
• Prepayment Meters - If you are supplied by a prepayment meter, you may switch supplier if the debt that you are repaying is less than £500 per meter and your new supplier agrees to take on this debt.
Possible additional charges and discounts
• Please note that Ecotricity may charge you in relation to any additional costs incurred due to ancillary matters relating to your supply. There is a non-exhaustive list of examples of additional charges within our help and support guides.
Struggling to Pay
• If you need help with an energy problem - for example with your bills or meters, or if you’re struggling to pay for the energy you use, Citizens Advice are the official source of free and independent energy advice and support. They will support and provide any independent advice required.
• Go to citizensadvice.org.uk/energy or call them on 03454 04 05 06 between 9am and 5pm Monday to Friday. Calls are charged at your normal rate and all calls are confidential.
• If you do need to make a complaint, you should contact our Customer Services Team to enable us to resolve it. The team will do their best to resolve the complaint, however if you’re still unhappy with our response you can speak to our Customer Contact Specialist Team.
• Should you remain unhappy with our resolution of the complaint, or if your complaint has not been resolved within 8 weeks of the date you told us about it, you could refer the matter to the Ombudsman Services: Energy on 0330 440 1624 or at ombudsman-services.org/sectors/energy. They are free and independent, and we are bound by their decision.
Supplier of Last Resort
• Should you be switched to us because of your previous supplier exiting the market, we will take reasonable steps to carry out any agreement made with Ofgem, include honouring any credit balance held on your account with your previous supplier.
Please note that the above elements are provided as a limited guide only, please take the time to read the full Domestic Terms and Conditions along with your Supply Contract as this is a legally binding agreement.