The Ecopower Supply Payment Method is Direct Debit by Electronic Funds Transfer.

Your Direct Debit with Ecopower Supply is an agreement between you and Ecopower Supply, which allows us to collect varying amounts from your bank account.  The total amount due on your bill, will be debited from your bank account 14 days after the bill issue date. Our bill serves as prior notice of amounts to be debited.

By completing the Direct Debit Details page and agreeing to the statements at the end of the page (and provided that you continue with the Switch to Ecopower Supply) you are instructing your bank to pay direct debits of varying amounts from your bank account, at the request of Ecopower Supply.

Debits will only be made for the amounts due as detailed in your Bill. Bills are directed to the electricity account holder’s email address unless otherwise instructed and agreed.

In the unlikely event of debits being originated in error by us, you will obtain an immediate refund from Ecopower Supply.

You may cancel your Mandate at any time by simply advising your bank in writing and informing us accordingly.

If any direct debit is paid which breaks the terms of your instruction, the bank will make a refund.

Ecopower Supply may change the amounts to be collected and dates of collection only after giving you prior notice.

Ecopower Supply reserves the right to decline/cancel direct debit instructions as they deem fit.

Introduction to Ecopower Supply General Terms & Conditions of Supply

Your new electricity supplier is: Ecopower Supply Limited: Registered in Ireland under CRO Registration Number: 460308. Registered Office: Sion Road, Kilkenny, Ireland. Directors Pat Brett & Philomena Kenealy.

Business Address and Contact Details: Zetec House,
Purcellsinch IDA Business Park,
Dublin Road, Kilkenny, R95 PX5X.
Tel:  056-7750140. Website: www.ecopower.ie

 

Our Codes of Practice and Customer Charter

Our Codes of Practice and Customer Charter

We have eight Codes of Practice: Marketing and Advertising; Customer Sign-Up; Customer Billing; Disconnection; Complaint Handling; Vulnerable Customers; Pay As You Go Metering and Budget Controllers and Smart Services.

We also have a Customer Charter and, along with our General Terms and Conditions herein and Codes of Practice, these documents set out the way We do business and the services and levels of service You can expect.

If Ecopower Supply fails to abide by the guarantees set out in our Customer Charter, the Customer will be entitled to a compensation payment of €30 which will be credited to your next electricity bill.

These documents are available on www.ecopower.ie/terms-conditions

These are our General Terms and Conditions of Supply for Customers, applicable to you having entered into an Agreement with us to supply electricity to your Premises.

Definitions

In these General Terms & Conditions, the words below have the following meanings;

You/Your means the Customer.

We/Us/Ours means Ecopower Supply Limited (Ecopower Supply) as your electricity supplier.

Agreement means the contract for the supply of electricity by Ecopower Supply to the Customer incorporating any special conditions and which includes these General Terms and Conditions of Supply.

Contract means the Agreement between You the Customer and Us, Ecopower Supply, whether Fixed Term (meaning the end date of the contract is set) or Evergreen (meaning the contract rolls over indefinitely until You or We end it)

Charges means the amount payable by the Customer for: (a) the supply of electricity by Us (b) any costs associated with the supply of electricity by Us, and (c) any Pass Through Charges.

CRU means the Commission for Regulation of Utilities which is the regulator for the electricity sector in Ireland.

Connection Agreement means an Agreement with the DSO under which the Customer has the right for your installation to be, and to stay, connected to the electricity distribution system in line with the terms and conditions of that Connection Agreement

Deemed Contract means a legally enforceable agreement considered to have been made between Ecopower Supply and the owner or occupier of this premises. A Deemed Contract is considered to have come into existence because the owner or occupier (after receiving notice from Ecopower Supply and where the premises continue to be supplied with electricity by Ecopower Supply) did not inform Ecopower Supply that he or she continued to use the electricity to the premises concerned after the previous contract for supply to the premises concerned had expired, or was not cancelled when a previous owner or occupier vacated the premises or the new owner or occupier did not enter into a new contract of supply;

DSO means the Distribution System Operator – ESB Networks

Customer Account means any account with Ecopower Supply held in Your name for the purposes of the supply of electricity

Meter means the electricity meter installed by the DSO for the purpose of measuring the quantity of electricity used by the Customer on the Premises and includes any such Meter or Meters of any type supplied to the Customer at any time at the Premises.

MRSO means Meter Registration System Operator, a function within ESB Networks who are responsible for the Change of Supplier process in the electricity market.

Point of Supply means the point where the electricity may flow from the electricity distribution system (the electricity grid) to the Customer’s electricity installation.

Premises means the Premises specified in the application for electricity supply completed by the Customer or such other Premises as may be notified by the Customer to Us and accepted by Us.

Price Plan means Ecopower Supply’s list of current prices and the pricing structure applicable to each.

Register/Registration means the registering by MRSO of you as a Customer.

Siteworks means any works carried out by the DSO in relation to the Customer’s electricity supply and any other piece of work as set out in the DSO’s Siteworks charges including, but not limited to the provision, installation, repair, maintenance, withdrawal or reinstatement of electricity supply or the Meter or equipment used in supplying electricity to the Customer’s Premises.

Start Date means the date on which You become our Customer.

Vulnerable Customer – household Customer who is:

1. critically dependent on electrically powered equipment, which shall include but is not limited to life protecting devices, assistive technologies to support independent living and medical equipment;
2. particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual or mental health.

 

List of Conditions

1. Supply and Renewal

a)      We will sell and supply electricity to You at the Premises subject to these General Terms and Conditions until the Agreement is ended by either You or Us.

b)      Any amendments to these General Terms & Conditions of Supply will be notified to the Customer at least 30 days before the changes come into effect and the Customer has a right to withdraw from the Agreement if the changes are material. Changes will be notified by at least two of the following ways: Ecopower Supply website; on your bill; text message/email. A copy of the amended General Terms & Conditions will be provided to the Customer at least 28 days before the changes come into effect.

c)      If a competent authority determines that any provision of these General Terms and Conditions are invalid or unenforceable in whole or in part, the validity of the other provisions of these General Terms and Conditions and the remainder of the provision in question shall not be affected by that determination.

d)      The duration of your Agreement will either be Evergreen or Fixed Term.

e)      You can cancel the Agreement within 30 days (cooling off period) from the date you agreed to the Agreement by contacting Customer Service at Ecopower Supply (details at Condition 14). There is no penalty for cancelling during the cooling off period.

f)       For existing Ecopower Supply customers this Agreement shall commence on the date of the Agreement. For new customers it shall commence on the date We receive notification from MRSO that You are registered as a Customer of Ours.

g)      You must give us all the information We need about the Premises to be supplied, and all other details which We ask for to work out what kind of account/Price Plan You need.

h)      You must provide Us with Your contact details i.e. a landline or mobile number, email and postal address and We are allowed to use these details to contact You in relation to Your account.

i)        You cannot extend Your supply for someone else to use. We will consider them to be a separate customer.

j)        We accept no responsibility for the adequacy, safety or other characteristics of Your electrical installation.

k)      Annually, Ecopower Supply will issue a notification to all Customers by email and also display the same information in a prominent position on your Customer bill. The notification will contain the following information: a statement that you have been on the same energy tariff for the past 3 years or more (if this applies); charges currently being paid by You (unit rate, standing charge, prepayment rate, etc.); estimated annual bill for Your current energy plan (excluding time of use tariffs) – the estimate will be based on the CRU approved annual consumption figures. The notification will also include the text “Is this the right tariff for you? You can shop around for a better deal” and “There are no penalties for switching when your contract expires.” The notification will also reference CRU’s website where information can be found on accredited price comparison websites and licensed suppliers.

l)        In addition to the above, for Fixed Term Contracts, between 30 – 60 days in advance of the expiry date, we will issue a written notification to inform You of the options available to You when the Agreement expires. This notification will include: the date the fixed term contract is due to expire; estimated annual bill for your current Price Plan (excluding time of use tariffs); charges currently being paid by You; estimated annual bill for Your new tariff (excluding time of use tariffs)

m)   For customers not on Fixed Term Contracts, renewal does not apply and you will continue on your current Price Plan until we receive new instructions from You.

n)      Unless on a Fixed Term Contract, the Customer will not be charged for changing supplier. A penalty of €50 will be levied on a Customer on a Fixed Term Contract who switches to a different supplier before the Fixed Term end date.

o)      Where You need specific information in order to switch the provision of supply from Us, We will confirm all necessary information to enable the completion of the switching process i.e, MPRN, Meter details, last meter reading available to Us. This information can be confirmed, at no charge to You, by contacting Customer Service at Ecopower Supply (details at Condition 14).

Our Customer Sign-Up procedure is set out in the Ecopower Supply Code of Practice on Customer Sign-Up.

2. Metering and Customer Billing

a)     The electricity supply will be measured by metering equipment installed and maintained by ESB Networks. In line with the Connection Agreement, DSO staff, its agents or contractors will read the Meters.
b)     We will send You bills for the electricity that you use monthly. Your bill may also include charges for services that We have agreed to supply to You and will include VAT and any other taxes or charges that may apply.

c)     Bill payment is to be made by the Customer by Direct Debit.

d)     If We or You discover that any meter reading has been inaccurate or omitted, or the readings have not been converted into charges correctly, We or You, as the case may be, must pay any money that is due at the date of the next bill.

e)     If, for any reason, the DSO (ESB Networks) have not been able to get meter readings, We will use estimated readings. An estimated reading will be calculated based on prior electricity usage at the Premises, the time of year and the nature of the Premises.

f)      You are responsible for making sure that metering equipment is protected and kept in safe condition. You must let ESB Networks know immediately if the equipment is interfered with or damaged in any way.
Our billing procedure is set out in the Ecopower Supply Code of Practice on Customer Billing.

 

3. Pricing and Tariffs

a)     The price of the electricity supplied by us is set out in our Price Plan which will be sent to You prior to our commencement of supply.
b)     If you are not in a Fixed Price Plan for a specified period, we may change the price at any time provided we have informed you by post or email within thirty days of the price change. You must contact us at Customer Services (details at Condition 14) if you wish to end Our supply to You because of this change in Price Plan. Should we not hear from you within 30 days of notification of the change in Price Plan, by continuing to receive the supply of electricity you will be deemed to have given your express consent to accepting this change.
c)     You may get advice from Us on choosing a Price Plan but You are responsible for making the decision on what Price Plan best suits Your needs. In the event that You have chosen the incorrect Price Plan, We will not be held accountable for this or any charging that has occurred due to Your incorrect selection
d) We reserve the right to move You to Our standard Price Plan if You breach the terms and conditions of Your Price Plan.
e)  From time to time, We may (at Our sole discretion) offer certain specified categories of customers (which may or may not include You) special Price Plans for a certain period of time to be determined by Us.
f)      All prices and tariffs are available to view on our website which is updated immediately when changes are made.

4. Payment of Accounts

a)     You must pay Us the cost of the electricity consumed at the Premises, or which we have estimated that you have consumed during the billing period (plus VAT), and any other charge, or any pass through charges, which may be applicable to the tariff You have chosen.
b)     Unless We have agreed otherwise, every bill, including bills based on estimated Meter readings, is payable on the date specified on the bill.
c)     Where You are more than one person or entity (such as a joint account), each such person or entity is jointly and severally liable for Your obligations under this Agreement (meaning each person owes all of the liability until it is settled by one or other party).
d)     You must pay Us for any Distribution Services that We or You have requested to be carried out at Your premises and for which We have been charged by ESB Networks.
e)     We reserve the right to change our direct debit collection date and We will notify you in advance of doing this.<
f)      All sums due to Us under the Agreement must be paid without deduction or set-off. If You do not pay Us any sum due under the Agreement You may be liable to pay us a late payment fee or interest from the due date at a rate equal to 3% above EURIBOR, accruing on a daily basis until payment is made. If any of your direct debit payments are returned by your bank as being unpaid, You agree and acknowledge that We will be permitted to make representation to your bank for the amount of the unpaid direct debit within 7 days of the notification of return by Your bank.
g)    If You have an account with Us at another Premises, We may transfer any credit or debit between Your accounts in order to recover money You owe Us.
h)    Non-payment of your bill may result in disconnection.

5. Vulnerable Customers

Ecopower Supply will provide certain services and procedures to Vulnerable Customers as is required under the CRU document “Electricity and Gas Suppliers’ Handbook 2019” (or any updates thereof), and is set out in Ecopower Supply’s Code of Practice for Vulnerable Customers. A Vulnerable Customer must self-register on our Priority Services Register or Special Services Register. The principle protection measures which Ecopower Supply is obliged to maintain are:
a)     Ensure that Customers on a Priority Services Register are not disconnected at any time for reasons of non-payment of bills;
b)     Ensure that a Customer on a Special Services Register shall not be disconnected during the winter months for reasons of non-payment of bills.
If you wish to be treated as a Vulnerable Customer contact Customer Services at Ecopower Supply (details at Condition 14). We will require You to demonstrate eligibility for inclusion on the registers and we confirm that we will not disclose Your information to parties other than ESB Networks (who require the information to perform legislation obligations in relation to the treatment of Vulnerable Customers).

 

 

6. Access and Siteworks

a)     All equipment and installations from the distribution network, up to and including the Meter belong to ESB Networks, and must be used in accordance with ESB Network’s instructions and terms and conditions. We have no responsibility for maintaining the Meter or any metering equipment.
b)     You agree to be bound by any conditions given to You by ESB Networks or by Us on behalf of ESB Networks regarding Your electricity supply and any related matters. These are available from their website at www.esb.ie/esbnetworks, by phoning ESB Networks at 1850 372 757 or by email at esbnetworks@esb.ie.
c)     You are responsible at all times for having due care towards the Meter. You will not interfere with the Meter, whether for repairs or for any other purpose without ESB Network’s consent, and shall notify ESB Networks and/or Us promptly of any defect in the Meter or if any alteration or other attention is required.
d)     You may request ESB Networks to carry out Siteworks at the premises.
e)     We may request that Siteworks be carried out at the Premises such as servicing of the Meter, withdrawal or reinstatement of electricity supply.
f)      ESB Networks (and when appropriate We) will inform you at the time that you request the Siteworks of the cost and payment terms of the Siteworks including who will invoice you for those services
g)     You must allow ESB Networks’ authorised personnel, agents or contractors entry to the Premises for the purposes of reading, inspecting, withdrawal or reinstatement of supply, or removing the Meter or Meters and for all other purposes in connection with providing electricity. Such entry is to be permitted at all reasonable times and at any time in case of any emergency or network emergency.  We may transfer your personal details to ESB Networks for the purpose of maintaining and operating supply to the premises.

7. Payment Security

a)     If We decide it is required at any time, You may need to provide reasonable Security, which may be in the form of a deposit in advance of the supply of electricity.
b)     Any Security cover provided to Us which is in the form of a cash deposit will be repaid to You when You close Your account provided all sums due have been paid, or after a certain period (not more than twelve months) provided You have satisfied Our payment terms on a continuous basis, whichever is the earliest.
c)     You may have to give Us Your date of birth and/or other personal information for credit assessment purposes.
d)     We may also request a security deposit from you at any time during the supply of electricity to you if you fail to pay or are late in paying any amount due to us.

8. Change of Supplier

a)     You may change supplier at any time. There is no charge for changing suppliers. We will process customer switch requests on request and without delay, as far as practicable.
b)     On switching to another supplier your account with Us will close upon commencement of the new electricity supply from the new supplier.
c)     In the event that You choose to switch Your account to another supplier while your account with Us is in arrears, a debt flag will display on Your account if you are in arrears for more than levels set for all customers by the CRU. A new supplier can decide not to accept You as a new customer because of these arrears.
d)     Equally, upon switching from another supplier to Us, when your request to switch is processed, your current supplier will notify us if you are in arrears for more than levels set by the CRU. If we decide not to carry out the switch because of arrears, we will notify you in writing.
e)     Customers are entitled to avail of a cooling off period of 30 calendar days from the commencement of your contract. If you notify us within this period that you do not want to proceed with the switch, we will cancel the switch and you will remain a customer of your existing supplier.

9. Our Liability

a)     As Your supplier We will not be liable to You for any loss or damage caused arising directly or indirectly from Your electricity supply and the equipment.
b)     Nothing in this Agreement will exclude or restrict Your or Our liability for death or personal injury resulting from Your or Our negligence.
c)     We will not be liable to You under this Agreement, tort (including negligence) or otherwise for any indirect damages or economic loss, any loss of revenue, business, contracts, predicted savings or profits.
d)     If any exclusion or other condition in this Agreement is invalid for any reason and We become liable for loss and damage that could otherwise have been excluded or limited, our liability will be limited to a maximum sum equal to the total amount of charges and other payments We received from You for the electricity supply.

10. Electrical Emergency

In the event of any incident that causes danger or is likely to affect the availability and quality of service of the electricity network, ESB Networks may discontinue the supply of electricity. If you suspect any electrical emergency call the ESB Networks Emergency Contact Number 1850 372 999.

11. Your Right to End the Agreement

• You may End this Agreement as specified in Condition 1 (b); 1 (d) and 8 (a).
• When you are ending this Agreement You must provide a closing meter reading. In the event that you do not provide a reading, we will estimate the closing reading and any charges arising from this estimate must be accepted by you as the due amount on your final bill.
• Where You end the Agreement, You will pay to Us the amount due for all electricity used up to the date of such termination and for any other charges and obligations in Your Price Plan or services that We have agreed to provide to You under this Agreement.
• The ending of the Agreement will not affect any rights or duties which have accrued to You before the Agreement ends.
• Where the supply of electricity is withdrawn due to Your default, You will pay Us all expenses reasonably incurred and the cost of supply withdrawal and of subsequent reconnection, if any in line with regulated charges and Ecopower Supply Codes of Practice on Disconnection.
• If You are moving Premises and no longer wish to keep Your electricity account with Ecopower Supply open, You must give Us seven (7) calendar days’ notice in advance of Your leaving the premises (or as otherwise agreed by us) by telephone or by emailing Us and pay the amount due for all electricity used up to the date of such termination and for any other charges and obligations in Your Price Plan or services that We have agreed to provide to You, under this Agreement. You must provide a closing meter reading. In the event that you do not provide a reading or access to de-energise the Premises, we will estimate the closing reading and any charges arising from this estimate must be accepted by you as the due amount on your final bill.

 

12. Our Right to Withdraw Supply and End the Agreement

a)     We have the right to end this Agreement with You provided we notify You by post and email, within 30 days of the end of the Agreement.
b)     Provided We have followed Our procedures set out in Our Codes or Practice, We may request the DSO to withdraw Your electricity supply (disconnection) if:

• I. You fail to pay any bill for the electricity We have supplied or any other amount under this Agreement for supplying electricity.
• II.         You do not agree to an arrangement to pay by instalments or break an agreed arrangement or refuse a pre-payment meter/budget controller.
• III.         Your installation or use of electricity interferes with the distribution system or disturbs other customers.
• IV.         You extend the supply to someone else who We consider to be a separate customer.
• V.         You do not meet all of Your obligations under these General Terms & Conditions or the DSO Connection Agreement, and fail to put things right.
• VI.         If You have used electricity without permission or committed theft of electricity.
• VII.         You become insolvent, have a receiver, liquidator or examiner appointed, or enter into an arrangement with Your creditors.
• VIII.         We need to do so by law.
• IX.         Your Connection Agreement ends.
• X.         It is no longer practical to supply electricity for reasons outside Our control.
• XI.         You have asked Us to.

Our Disconnection procedure is set out in the Ecopower Supply Code of Practice on Disconnection.

 

13. Complaints

You may make a complaint in relation to any issue arising under the Agreement by contacting Our Customer Services Department at Ecopower Supply (details at Condition 14). We will do our utmost to provide an easy process for Customers to use when they are experiencing difficulties with their electricity supply. Where the CRU is investigating a Customer complaint, Ecopower Supply will refrain from taking follow up action in relation to any monies that are the subject of dispute. The complaint handling protocol is set out in the Ecopower Supply Code of Practice on Complaint Handling.

 

14. Contact Details

Our Customer Service Department may be contacted at:
E-mail: supply@ecopower.ie

Our website: www.ecopower.ie

Telephone: 056 775 0140

Ecopower Supply Limited,

Zetec House, Purcellsinch IDA Business Park, Kilkenny, Ireland R95 PX5X

 

15. Contract Assignment

a)     You may not assign this Agreement or Agreement without Our consent.
b)     We may, without Your Agreement, assign or transfer all or any part of Our rights and subcontract any of Our obligations under this Agreement to a party that holds the necessary authorisation(s).
c)     On such assignment or transfer, We may hand over Your Security deposit and any interest in same to the assignee party or refund it to You.

16. Deemed Contracts

a)     A Deemed Contract will be automatically put in place where a Premise is no longer subject to a contract for the supply of electricity by Ecopower Supply, but is connected to a supply where Ecopower Supply is the registered supplier.
b)     A Deemed Contract will commence on the date You take electricity supply from Ecopower Supply in the circumstances described in 16.a).
c)     The terms of a Deemed Contract constitute an agreement for the supply of electricity between You and Ecopower Supply.
d)     Customers supplied under a Deemed Contract are free to enter into a new contract of supply with Ecopower Supply or with another supplier.
e)     Where a Deemed Contract is in place, it will continue until You register and enter into a new contract with Ecopower Supply, or You enter into a contract with another supplier.
f)      Under a Deemed Contract, Ecopower Supply’s Standard Price Plan will be charged and you are responsible for the payment of electricity supplied.
g)     Under a Deemed Contract, we will issue bills to your Premises based on an actual or estimated Meter reading which you are liable to pay.
h)     A Deemed Contract is at risk of disconnection.
i)      We have the right to end a Deemed Contract provided we notify You by post and email, within 30 days of the end of the Deemed Contract.

17. Marketing

If you have opted-in to receive marketing information, We, and/or agents acting on behalf of Us may contact You by text message, e-mail, post, telephone or in person with information about products or services (relating to electricity or other products and services, including those offered by third parties) which may be of interest to You. If you no longer wish to receive marketing information, You can exercise Your right of opt-out by contacting Us. The Ecopower Supply Code of Practice on Marketing and Advertising sets out our service pledges in this area.

 

18. Data Protection Notice

a)     In order that We may provide You with an effective service, and to comply with our legal obligations, it is necessary for Us to collect and use data relating to You (“Personal Data”). This includes Your name, address and contact details, information relating to your consumption of electricity and billing and payment data. Where appropriate, we may also hold information supplied by You, such as answers to security questions, bank account/credit card/debit card details and/or information relating to special circumstances you may have
b)     Where you switch to Us from another supplier, we may receive details of Your account history from that other supplier
c)     We will hold, use and protect your Personal Data in accordance with data protection and privacy laws.
d)     We may disclose your Personal Data to persons who are providing services to us under contract. We are responsible for ensuring that those persons handle and protect your Personal Data to Our standards.
e) Where the law requires, we may disclose Your Personal Data to authorities such as An Garda Siochana or Local Authorities. We may also disclose some or all of your Personal Data to another supplier in the following circumstances:

• Where you switch your account to that other supplier or
• In the event of a market failure involving a supplier default or in the event of a direction form the CRU, to the Supplier of Last Resort designated by the Commission for Regulation of Utilities

Where necessary, we will seek your consent to specific uses of your Personal Data. Where you give that consent, you are entitled to revoke it at any time. You have significant rights in relation to the Personal Data that we hold about you. These rights include

•     Access to, and copies of, the Personal Data we hold about you;
•      Correction of any Personal Data which is inaccurate;
•     Deletion or erasure of Personal Data that we no longer require;
•      Your personal information may be transferred to the Distribution System Operator for the purpose of maintaining and operating supply to your premises.

19.General

• The headings in these General Terms and Conditions are for convenience only and will not affect their interpretation.
• If We waive a breach of the Agreement by You, that waiver shall not be considered to be or include a waiver of any previous or subsequent breach by You of the same or any other provision.
• If a competent authority determines that any provision of these General Terms and Conditions are invalid or unenforceable in whole or in part the validity of the other provisions of these General Terms and Conditions and the remainder of the provision in question shall not be affected by that determination.
• Where You are more than one person or entity, each such person or entity is jointly and severally liable for Your obligations under this Agreement.
• Any additional terms and conditions to any tariff you have chosen will be made available to you.
• Where customers need specific information in order to switch suppliers, we must provide this information to enable the switching process.
• PAYG Customers may lose their credit in the event of Ecopower Supply exiting the market

These terms apply to the Ecopower Standard Rate Price Plan;

1. 1. All electricity supplied under this Price Plan is 100% renewable and is documented with Guarantees of Origin. A Guarantee of Origin is an electronic document that proves to a final customer that a quantity of electricity originated from a specific renewable energy source. The SEMO (Single Electricity Market Operator) operates the registry for Guarantees of Origin in Ireland, available at https://cmo.grexel.com/ The scheme is supervised by the CRU (Commission for Energy Regulation).
   2. The Ecopower Standard Rate is available to new Ecopower Supply electricity customers.
   3. Your Rate will be applied from the date that Ecopower Supply is registered as your supplier and will run for no fixed period.
   4. Billing is monthly by email.
   5. Payment is due by Direct Debit transfer, 14 days after the billing date.
   6. Ecopower Supply reserves the right to amend the Ecopower Rate, Standing Charge, PSO Levy or other Charges that apply to the Price Plan during the Term if there is a cost to Ecopower Supply imposed by a governmental or statutory body (including a change in VAT) or, as otherwise provided for in the Ecopower Supply General Terms and Conditions.
   7. These terms are in addition to the Ecopower Supply General Terms and Conditions of Supply.

    

   www.ecopower.ie/terms-conditions

These terms apply to the Ecopower 15% Discount Price Plan;

1. 1. All electricity supplied under this Price Plan is 100% renewable and is documented with Guarantees of Origin. A Guarantee of Origin is an electronic document that proves to a final customer that a quantity of electricity originated from a specific renewable energy source. The SEMO (Single Electricity Market Operator) operates the registry for Guarantees of Origin in Ireland, available at https://cmo.grexel.com/ The scheme is supervised by the CRU (Commission for Energy Regulation).
   2. The Ecopower 15% Discount Price Plan is available to new Ecopower Supply electricity customers.
   3. Your Discounted Rate will be applied from the date that Ecopower Supply is registered as your supplier and will run for no fixed period.
   4. Your 15% discount is against the Ecopower Standard Unit Rate. Ecopower Standard Unit Rate may be amended from time to time during the Term, but this will not affect your Discounted Rate.
   5. Once you have signed up there is a 30 day cancellation period (cooling off-period).  There is no penalty for cancelling your switch during the cancellation period.  If you switch from Ecopower Supply after the cancellation period but before the end of the Term, a termination chare of €50 will be applied to your account.
   6. Billing is monthly by email.
   7. Payment is due by Direct Debit transfer, 14 days after the billing date.
   8. After the expiration of the term, your account will be switched to the Ecopower Standard Rate, applicable at the time.
   9. Ecopower Supply reserves the right to amend the Ecopower Standard Rate, Standing Charge, PSO Levy or other Charges that apply to the Price Plan during the Term if there is a cost to Ecopower Supply imposed by a governmental or statutory body (including a change in VAT) or, as otherwise provided for in the Ecopower Supply General Terms and Conditions.
   10. The Discounted Rate may not be used in conjunction with any other Ecopower Supply Promotion or Price Plan.
   11. Ecopower Supply reserves the right to withdraw the Discounted Rate without notice at any time prior to the start of the Term.
   12. These terms are in addition to the Ecopower Supply General Terms and Conditions of Supply.

    

   www.ecopower.ie/terms-conditions

These terms apply to the Green Energy Standard Rate Price Plan;

1. 1. All electricity supplied under this Price Plan is 100% renewable and is documented with Guarantees of Origin. A Guarantee of Origin is an electronic document that proves to a final customer that a quantity of electricity originated from a specific renewable energy source. The SEMO (Single Electricity Market Operator) operates the registry for Guarantees of Origin in Ireland, available at https://cmo.grexel.com/ The scheme is supervised by the CRU (Commission for Energy Regulation).
   2. Renewal of contract does not apply, and you will continue your current price plan until we receive new instructions from you.
   3. Green Energy Standard Unit Rate may be amended from time to time during the Term.
   4. Customer will not be charged a penalty fee for changing supplier.
   5. Billing is monthly by email.
   6. Payment is due by Direct Debit transfer, 14 days after the billing date.
   7. Ecopower Supply reserves the right to amend the Standard Unit Rates, Standing Charge, PSO Levy or other Charges that apply to the Price Plan during the Term if there is a cost to Ecopower Supply imposed by a governmental or statutory body (including a change in VAT) or, as otherwise provided for in the Ecopower Supply General Terms and Conditions.
   8. These terms are in addition to the Ecopower Supply General Terms and Conditions of Supply.

    

   www.ecopower.ie/terms-conditions

These terms apply to the Green Energy 18% Discount Price Plan;

1. 1. All electricity supplied under this Price Plan is 100% renewable and is documented with Guarantees of Origin. A Guarantee of Origin is an electronic document that proves to a final customer that a quantity of electricity originated from a specific renewable energy source. The SEMO (Single Electricity Market Operator) operates the registry for Guarantees of Origin in Ireland, available at https://cmo.grexel.com/ The scheme is supervised by the CRU (Commission for Energy Regulation).
   2. The Green Energy 18% Discount Price Plan is available to new Ecopower Supply electricity customers.
   3. Your Discounted Rate will be applied from the date that Ecopower Supply is registered as your supplier and will continue for a period of one calendar year from that date (Term).
   4. Your 18% discount is against the Ecopower Supply Green Energy Standard Unit Rate. Green Energy Standard Unit Rate may be amended from time to time during the Term, but this will not affect your Discounted Rate.
   5. Once you have signed up there is a 30 day cancellation period (cooling off-period).  There is no penalty for cancelling your switch during the cancellation period.  If you switch from Ecopower Supply after the cancellation period but before the end of the Term, a termination chare of €50 will be applied to your account.
   6. Billing is monthly by email.
   7. Payment is due by Direct Debit transfer, 14 days after the billing date.
   8. After the expiration of the term, your account will be switched to the Green Energy Standard Rate, applicable at the time.
   9. Ecopower Supply reserves the right to amend the Ecopower Standard Rate, Standing Charge, PSO Levy or other Charges that apply to the Price Plan during the Term if there is a cost to Ecopower Supply imposed by a governmental or statutory body (including a change in VAT) or, as otherwise provided for in the Ecopower Supply General Terms and Conditions.
   10. The Discounted Rate may not be used in conjunction with any other Ecopower Supply Promotion or Price Plan.
   11. Ecopower Supply reserves the right to withdraw the Discounted Rate without notice at any time prior to the start of the Term.
   12. These terms are in addition to the Ecopower Supply General Terms and Conditions of Supply.

    

   www.ecopower.ie/terms-conditions

These terms apply to the Zero Carbon Standard Rate Price Plan.

1. All electricity supplied under this Price Plan is 100% renewable and is documented with Guarantees of Origin. A Guarantee of Origin is an electronic document that proves to a final customer that a quantity of electricity originated from a specific renewable energy source. The SEMO (Single Electricity Market Operator) operates the registry for Guarantees of Origin in Ireland, available at https://cmo.grexel.com/ The scheme is supervised by the CRU (Commission for Energy Regulation).
2. Renewal of contract does not apply, and you will continue your current price plan until we receive new instructions from you.
3. Zero Carbon Standard Unit Rate may be amended from time to time during the Term.
4. Customer will not be charged a penalty fee for changing supplier.
5. Billing is monthly by email.
6. Payment is due by Direct Debit transfer, 14 days after the billing date.
7. Ecopower Supply reserves the right to amend the Standard Unit Rates, Standing Charges, PSO Levy or other Charges that apply to the Price Plan if there is a cost to Ecopower Supply imposed by a governmental or statutory body (including a change in VAT) or, as otherwise provided for in the Ecopower Supply General Terms and Conditions.
8. These terms are in addition to the Ecopower Supply General Terms and Conditions of Supply.

www.ecopower.ie/terms-conditions

These terms apply to the 25% Discount Price Plan;

1. All electricity supplied under this Price Plan is 100% renewable and is documented with Guarantees of Origin. A Guarantee of Origin is an electronic document that proves to a final customer that a quantity of electricity originated from a specific renewable energy source. The SEMO (Single Electricity Market Operator) operates the registry for Guarantees of Origin in Ireland, available at https://cmo.grexel.com/ The scheme is supervised by the CRU (Commission for Energy Regulation).
2. The 25% Discount Price Plan (Discounted Rate) is available to new Ecopower Supply electricity customers.
3. Your Discounted Rate will be applied from the date that Ecopower Supply is registered as your supplier and will continue for a period of One Calendar Year from that date (Term).
4. Your 25% discount is against the  Zero Carbon Standard Unit Rate. Zero Carbon Standard Unit Rate may be amended from time to time during the Term, but this will not affect your Discounted Rate.
5. Once you have signed up there is a 30 day cancellation period (cooling-off period). There is no penalty for cancelling your switch during the cancellation period.  If you switch from Ecopower Supply after the cancellation period but before the end of the Term, a termination charge of €50 will be applied to your account.
6. Billing is monthly by email.
7. Payment is due by Direct Debit transfer, 14 days after the billing date.
8. After the expiration of the Term, your account will be switched to the Zero Carbon Standard Unit Rate, applicable at the time.
9. Ecopower Supply reserves the right to amend the Standard Unit Rates, Standing Charges, PSO Levy or other Charges that apply to the Price Plan during the Term if there is a cost to Ecopower Supply imposed by a governmental or statutory body (including a change in VAT) or, as otherwise provided for in the Ecopower Supply General Terms and Conditions.
10. The Discounted Rate may not be used in conjunction with any other Ecopower Supply Promotion or Price Plan.
11. Ecopower Supply reserves the right to withdraw the Discounted Rate without notice at any time prior to the start of the Term.
12. These terms are in addition to the Ecopower Supply General Terms and Conditions of Supply.

 

www.ecopower.ie/terms-conditions

Established in 1996, the Ecopower Group is an Irish owned renewable energy development company. All the electricity that we generate is 100% renewable from our windfarms in Ireland. Ecopower Supply is part of the Ecopower Group, established to supply green electricity to Customers in Ireland.

Customer Contact

Ecopower Supply will be easily contactable by email, telephone or post and our Customer Service and Sales staff will respond in a timely manner to queries or complaints from our electricity Customers. Our staff will be polite and courteous at all times. We commit to training our staff to deliver the services to our electricity Customers as set out in our Terms & Conditions of Supply and our eight Codes of Practice.

 

Guaranteed Service

At a minimum, Ecopower Supply guarantees to deliver our electricity service commitments to you in accordance with our Terms & Conditions of Supply and our eight Codes of Practice on: Marketing and Advertising, Customer Sign-Up, Customer Billing, Complaint Handling, Disconnection, Vulnerable Customers, Pay As You Go Metering and Budget Controllers and Smart Services.

In addition, Ecopower Supply also guarantees certain response times with regard to billing queries and refunds. While most queries about your bill can be answered by phone straight away, if you write to us with a billing enquiry, we will review your enquiry and guarantee to respond to you within ten business days. Also, where we agree that you are entitled to receive a credit for any reason connected with your bill or breach of our Codes of Practice, we guarantee to credit your next electricity bill.

If you believe our service delivery fails to comply with our guarantees detailed within the Codes of Practice or the guaranteed timelines for Billing Enquiries and Refunds, please feel free to contact us to make a claim. We will assess your claim fairly and if your claim is upheld, we will provide compensation through a credit of €30, per breach and applicable to each Code of Practice, on your next electricity bill.

 

 

Design of Our Written, Verbal and Web-based Communications

Our Customer Charter, Terms & Conditions of Supply and Codes of Practice were prepared in accordance with the Commission for Regulation of Utilities Electricity and Gas Suppliers’ Handbook 2019 (Version 2.0).

Ecopower Supply have applied the principles of Universal Design when developing our written, verbal and web-based communication designs. The Terms & Conditions of Supply, Codes of Practice and Customer Charter documents have been designed in accordance with The Universal Design Toolkit for Customer Engagement (Energy – Written Communication) published by the National Disability Authority.

 

Availability of Information

Our Customer Charter, Terms & Conditions of Supply and Codes of Practice are available to any person who requests them and in an appropriate format. Information about how to access these documents will be brought to the attention of Customers on sign up and at least once a year thereafter. All these documents are available on our website www.ecopower.ie/terms-conditions/

 

Ecopower Supply Customer Service Contact Details

supply@ecopower.ie

 

056 775 0140

 

Ecopower Supply Limited,

Zetec House,

Purcellsinch IDA Business Park,

Kilkenny,

Ireland, R95 PX5X

 

 

1.   General

Ecopower Supply commits to a clear and accurate approach to the marketing and advertising of products and services. Suppliers must ensure that the information provided to Customers either in writing or verbally through marketing and advertising is:

1. easy to understand, complete, accurate, transparent and not misleading in terms of information that is provided or omitted;
2. specifies clearly the offer / product being marketed and the period it covers;
3. is communicated in plain and accessible language;
4. relates to the products or services which are appropriate to the Customer to whom it is directed;
5. is fair in both terms of its content and format of presentation.

All our tariffs are published on our website and are easily accessible from the homepage.

2. Ecopower Representatives

Ecopower Supply commits to ensuring that its employees or representatives do not misrepresent their firm or portray rival suppliers in a negative or inaccurate way.

Ecopower Supply commits to ensuring that their employees or representatives do not exploit a person’s inexperience or vulnerability or apply undue pressure when marketing to a customer.

3.   Presentation of Information on Marketing and Advertising Material

All Ecopower Supply’s marketing and advertising material will include:

1. Reference to all charges applicable to the offer (i.e. unit rate, standing charge, prepayment charge) and where to access information on these charges;
2. The estimated annual bill figure, excluding Time-of-Use tariffs.
3. Where the offer involves discounts or savings presented either in percentages or actual amount, the information must disclose how discounts/savings are calculated and how they apply;
4. The date when all tariffs presented or referred to in the advertisement were in place and that prices are subject to change;
5. The validity period for the offer. If the end date is unknown, the ‘valid from’ date should be included;
6. Duration of fixed term contract (if applicable);
7. Reference to early termination fees, where applicable;
8. Reference that Terms & Conditions apply and how to access the Terms & Conditions.

Estimated Annual Bill Figure

The information provided to Customers in relation to the Estimated Annual Bill will be in accordance with the following (excluding Time-of-Use):

1. Ecopower Supply will display electricity supply offers, and include any reference to price / tariffs, discounts, savings or cost.
2. Ecopower Supply will communicate or display the Estimated Annual Bill on all adverts including TV and Radio advertisements.
3. Ecopower Supply will utilise the following methodology when calculating the Estimated Annual Bill:
   1. Will be based on updated average consumption figures approved by the CRU
   2. Will include all energy costs such as unit rate, standing charge, PSO levy, etc.
4. Ecopower Supply will calculate the Estimated Annual Bill based on the following:
   1. Where a specific tariff is referenced, the EAB will be calculated based on that tariff, or;
   2. Where a specific tariff is not referenced, the EAB will be calculated based on the most relevant standard tariff to the consumers that can avail of the offering.

Ecopower Supply will display the Estimated Annual Bill on all marketing and advertising in the main body of the advertising or marketing material, in a prominent position.

Ecopower Supply will make you aware of any change in terms and conditions which may occur when a period of promotion expires or when an offer is no longer available, or of any additional terms and conditions or charges associated with the promotion before the Customer signs up for it. In the event that a Customer signs up and changes of conditions are not known, the Customer must be informed in writing (email or post) of these changes in advance of their coming into effect and no less than 30 days before the end of the promotional contract.

 

4.   Comparisons

Any comparisons between tariffs will be based on the Customer’s actual annual consumption or the Estimated Annual Bill and include all other applicable charges (i.e. variable and fixed charges, such as standing charges, prepayment charges, levies, taxes) and electricity related discounts (such as cash backs or cash refunds) but exclusive of non-energy related elements (such as loyalty points, vouchers, free or discounted products or services).

When Ecopower Supply is aware that we are comparing our tariff to a tariff that is due to change within the next three months, we will notify the Customer of this fact. Where Ecopower Supply compare our tariffs to competitors’ tariffs, the following rules will apply:

1. The comparison will be conducted on a like for like basis;
2. Information will be dated to show when all tariffs presented were in place;
3. Customers will be made aware that the competitor’s tariffs are subject to change.

Where Ecopower Supply are offering discounts or claiming savings based on our own standard unit tariff or a competitor’s tariff, we will ensure that the savings amount advertised is achievable by the Customers at whom the advertisement is directed.

Where Ecopower Supply are offering discounts based on our own standard tariff or a competitor’s tariff, those discounts will set out clearly any difference in all charges, including standing charges and prepayment charges that the Customer will have to pay.

Where Ecopower Supply’s fixed rate tariff contains components which are or may be subject to change, this will be highlighted clearly in any sales literature and Customers will be made aware that these components, are subject to change and may impact the final tariff.

 

5.   Presentation of Information on Tariffs

Ecopower Supply will adhere to the following when presenting information on tariffs:

1. Display tariffs inclusive and exclusive of VAT on a per unit basis;
2. Show all fixed charges, including but not limited to standing charges and pre-payment charges that apply to that tariff as an annual amount inclusive and exclusive of VAT;
3. All energy related charges (variable and fixed charges) will be presented alongside any discounts on unit rates;
4. Show the Estimated Annual Bill associated with each tariff (where appropriate);
5. Discounts will be set out clearly in cent per KWh;
6. Where we present our tariff on a full year basis, the annual industry agreed consumption figures as approved by the CRU from time to time should be used;
7. When we display day/night tariffs on a full year basis the number of day and night units will be clear;
8. Ecopower Supply will also separately display any additional levy or charge which applies to the account inclusive and exclusive of VAT.

1.   Definition of a Vulnerable Customer

A Vulnerable Customer is defined in legislation as a household Customer who is:

1. critically dependent on electrically powered equipment, which shall include but is not limited to life protecting devices, assistive technologies to support independent living and medical equipment;
2. particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual or mental health.

The definition of Vulnerable Customers (provided above) originates in the definition of Vulnerable Customers provided in the S.I. No. 463 of 2011. This piece of legislation places a set of obligations on suppliers in relation to the treatment of Vulnerable Customers. For the purpose of this Code, a Vulnerable Customer is a Customer who has self-registered on our register of Vulnerable Customers.

 

2.   Guidelines on Vulnerable Customers

Ecopower Supply will usually require a Customer to demonstrate eligibility for inclusion on their register of Vulnerable Customers. This may include requesting medical confirmation of vulnerability. Vulnerable Customers can also register a third party representative on their account where necessary. This is done usually at sign-up either on our website, with our representative or by email/phone to the Ecopower office. A third party can also be nominated at any time after sign-up by contacting the office by phone or email.

Advancing age is taken to be a person of pensionable age (66 years or above) living alone, with another vulnerable person or with minors.

Ecopower Supply will adhere to the following rules when supplying Vulnerable Customers (These rules are legislative obligations set out in S.I. 463 of 2011).

1. Establish, maintain and regularly update a register (“Priority Services Register”) of its Customers, who are Vulnerable Customers, that are critically dependent on electrically powered equipment;
2. Establish, maintain and regularly update a register (“Special Services Register”) of its Customers, who are Vulnerable Customers, that are particularly Vulnerable to electricity disconnection during winter months;
3. Take reasonable steps to identify household Customers who should be included on a Priority Services or Special Services Register;
4. Ensure that data contained on a Priority Services or Special Services Register is forwarded to the distribution system operator for inclusion on an industry register as appropriate;
5. Ensure that Customers on a Priority Services Register are not disconnected at any time for reasons of non-payment of bills;
6. Ensure that a Customer on a Special Services Register shall not be disconnected during the winter months for reasons of non-payment of bills;
7. Provide an annual report to the Commission on the measures it has taken under this Regulation.

Additional measures of protection for Vulnerable Customers are included under different Codes of Practice in the Supplier’s Handbook (such as additional protection measures set out in Customer Sign-up, Marketing and Advertising or in PAYG Codes of Practice).

 

3.   General

Ecopower Supply has in place adequate systems and processes which ensure that registered Vulnerable Customers are not disconnected during the periods of time as outlined in Section 2. 6 & 7 above and legislation.

Ecopower Supply will ensure that all registered Vulnerable Customers are on the most economic tariff available for their chosen payment method and billing format. The Code of Practice for Vulnerable Customers will be brought to the attention of customers via written or electronic communication sent to customers at least once a year and on sign up.

3.1 Identification of Vulnerable Customers at Sign Up

Ecopower Supply will take reasonable steps to identify Customers who are eligible to register as Vulnerable Customers including:

1. Ensuring that appropriate and relevant questions and information to identify Vulnerable Customers are included on all written and oral communications provided to Customers at sign up. This includes but is not limited to sign up / registration forms, sales scripts, online sign up facilities, welcome packages, Customer agreement forms etc;
2. Ensuring that the information mentioned at (1) above includes reference to the measures that the CRU has put in place to protect Vulnerable Customers against disconnections;
3. Ensuring that the information mentioned at (1) above includes reference to the Ecopower Supply Code of Practice on Vulnerable Customers and how to access it;
4. Ensuring that the information and questions provided to Customers in relation to eligibility for registration as Vulnerable Customers is in accordance with relevant legislative requirements and instructions issued by the CRU.

3.2 Registration Forms

Ecopower Supply will provide customers with an easy and free of charge process for registration as vulnerable customers by ensuring that customers have a free and easy way to access, receive, complete and return registration forms. Where customers provide verbal notification of vulnerability but fail to complete or return completed and signed registration forms, Ecopower Supply will follow-up by phone or email contact, whichever is most appropriate in the circumstances.

3.3 Changes in Type of Vulnerability

Suppliers are required to implement adequate and efficient processes to assess whether there have been changes in the status of vulnerable customers registered on their supply. These processes are aimed at ensuring that vulnerable customers are on the appropriate register.

4. Vulnerable Customers on PAYG Meters

The CRU recommends that PAYG meters are not offered to customers who are eligible to register on the Priority Services Register.

Vulnerable Customers on the Special Services Register, will be provided with information on sign-up and thereafter annually, in writing or electronic means whichever is appropriate, on the contact details for Ecopower Supply, in the event that the customer finds that the PAYG meter is no longer suitable for use on grounds of vulnerability. Ecopower Supply will address these cases and endeavour to minimise the risk of interruption in supply and provide an adequate solution for the customer. Ecopower Supply will also bring this code of practice to the attention of Vulnerable Customers on PAYG meters, via written or electronic communication on sign-up and annually.

Additionally, Ecopower Supply will not levy penalty fees (including early termination fees, meter removal fees) on PAYG customers who terminate a contract of supply where the PAYG meter is no longer suitable for use due to their vulnerability.

5. Customers with Additional Communication Requirements

At least one additional method of communicating will be provided for communicating with customers with vision impairments and hearing loss. These could include phone calls, text messaging, text relay calls, video relay calls or the use of electronic services e.g. e-billing, internet based information.

The following is the list of communications that Ecopower Supply will provide in an appropriate format;

1. Customer Terms & Conditions
2. Customer Charter
3. Customer Codes of Practice
4. Household Tariff Information
5. The energy bill and the energy statement
6. Personalised Household Customer Communications (as approved by the CER)
7. Outage Notification
8. Any letter to a customer informing them of a change in services or tariff
9. Any insert to customers that has been required by the CER

Download Vulnerable Customer Registration Forms

1.   General

A complaint is when a Customer informs us by letter or phone or email of their dissatisfaction and expects a resolution.  Any named account holder can make a complaint. We will also accept complaints from any recognised agencies or third parties who are acting on behalf of the Customer. Complaints will also be accepted from individuals who do not have an account with Ecopower – for example in the instance that a complaint is raised after an account is closed, or if a complaint is made by an individual regarding marketing practices of a company.

Ecopower Supply will do our utmost to provide an easy process for customers to use when they have a complaint about our service. Complaints can be made in relation to our phone, mail or email service; bill queries and charges; customer service staff; refund agreements; our marketing practices; complaint handling; breach of our customer charter and codes of practice; poor quality service or unfair treatment. Note that ESB Networks are the proper body to handle complaints about outages; connection time and costs; quality of supply; metering issues and faults and fault repairs.

2. Complaint Process

On receiving a complaint, Ecopower Supply will endeavour to provide the Customer with a satisfactory explanation of their issue with our service, an apology or some form of redress as appropriate depending on the circumstances and outcome of the complaint.

The following Complaint Process applies;

1. Customers may make a complaint in relation to any issue listed in the General Section above relevant to our service, by contacting the Customer Services Department by post at Ecopower Supply, Zetec House, IDA Purcellsinch Business Park, Dublin Road, Kilkenny, R95 PX5X; over the phone at 056 7750 140 or by email to supply@ecopower.ie.
2. Customers who have additional communication requirements or where English is not their first language, will be facilitated to the best of our ability initially and failing that, the customer can nominate someone to speak on their behalf at any time during the procedure.
3. We will treat your complaint in confidence.
4. We will endeavour to resolve the problem straight away and a dedicated, named member of staff will deal with your issue. We will formally acknowledge the complaint within 3 days by post or email as appropriate, and record the resolution or follow up procedure as the case may be.
5. In the event that you are not happy with our 1^st response to your complaint, you may request that your complaint be escalated to the Customer Service Manager using any of the contact details at 1 above, who will issue you with a final answer within 2 months and we will keep you informed about the progress in resolving the matter every 7 days. It may be that we cannot issue a final answer within 2 months if you, the Customer, is not engaging with us or technical procedures are required that would extend the time required to reach a decision.
6. Following this 2^nd review and formal response including written notification of the closure of the complaint from Ecopower Supply, if you are still not satisfied that your complaint has been dealt with to your satisfaction, then the matter can be referred to the Commission for Regulation of Utilities (CRU) for a final review.
7. Your complaint may only be handled by the CRU after it has gone through Ecopower Supply’s full complaints handling procedure to f. above. CRU contact details below at Section 3. The CRU operates as an independent review body and issues rulings on complaints on a case by case basis.
8. If the CRU issues a direction for compensation or redress we will make the payment to your bank account within 14 days or within one billing period where compensation or redress is in the form of credit to the customer’s account.
9. Ecopower Supply will respond in writing to the Customer within three weeks from the date of the Final Decision, confirming that the CRU’s Final Decision has been implemented.
10. Where the CRU is investigating a Customer complaint, Ecopower Supply will refrain from taking follow up action in relation to any monies that are the subject of dispute before CRU issues its final decision, on the complaint. However, we are entitled to follow up on additional monies accrued before or after the bill in dispute which remain unpaid.

3. Contact Details for Commission for Regulation of Utilities (CRU)

Customer Care Team, Commission for Regulation of Utilities, The Grain House,

The Exchange, Belgard Square North, Dublin 24, D24 PXW0

Phone: 1800 404 404

Email: customercare@cru.ie

Website: www.cru.ie

4. Breach of Code of Practice

Where we breach of any clause of this Code of Practice, Ecopower Supply will provide compensation through a credit of €30, per breach, on your next electricity bill.

1.    Arrangements for Dealing with Customers in Difficulty

Ecopower will assist Customers in genuine financial difficulty in making a payment plan. Ecopower Supply’s Code of Practice on Disconnection takes into account the following principles:

a. Appropriate credit control policy and trained personnel

1.  Disconnection for non-payment of account is the last resort and keeping the Customer on supply is the main objective
2. Personnel are appropriately trained to deal with Customers in financial difficulty and achieve the objectives of Ecopower Supply’s policy;
3. Deal with Customers who experience financial difficulties in paying their energy bills on a case-by-case basis;
4. Offers of repayment are carefully considered.

b. Proactive engagement with Customers who are experiencing difficulties in paying their energy bills

1. Engage with Customers who are experiencing difficulties in paying their energy bills at an early stage to avoid the accumulation of debt;
2. Review measures of proactive engagement on a regular basis to ensure that they are fit for purpose;
3. Take reasonable steps to understand, using all available information regarding the Customer’s situation.

c. Customer’s ability to pay

1. 1. Provide clear guidance and training to personnel to ensure effective engagement with the Customer to ensure sufficient information is provided to develop a workable, fair and transparent debt recovery plan;
   2. Hear each case sympathetically and, where appropriate, provide Customer with information on relevant third parties which may be able to assist (i.e. recognised charities, Community Welfare Office, MABS);
   3. Explore and develop options for repayment of debt together with the Customer to achieve a successful outcome.

d. Repayment arrangements based on the Customer’s ability to pay

1. Reasonable and affordable debt recovery arrangements which take into account the Customer’s circumstances;
2. Upfront payments are presented as an option not as an obligation.

e. Customer’s understanding and agreement

1. 1. Confirm that the Customer understands and agrees with the debt repayment arrangements and how the debt will be repaid;
   2. Communicate the repayment arrangements to the Customer in an appropriate format;
   3. Provide information on next steps.

f. Monitor repayment arrangements

1. Monitor repayment arrangements (honoured and failed arrangements);
2. Take reasonable steps to find out why repayment arrangements have failed;
3. Monitor honoured and failed repayment arrangements to understand patterns and review the policy.

Where a payment plan has been entered into with the Customer to specifically avoid disconnection, details of the payment plan setting out a clear explanation, in writing (via post or electronic mail), of the new payment arrangement and any terms associated with it will be sent to the Customer no later than one week after the payment plan has been agreed.

2.   Disconnection Procedure

Any of the following instances may lead to the disconnection of a Customer’s supply:

1. Failure to pay a bill relating to the supply of electricity;
2. Upon request of the account holder;
3. No registered occupant at the property;
4. Where Ecopower Supply has entered into a payment plan with a Customer and that Customer fails to honour that plan.

Disconnection of a Customer’s supply will not be initiated by Ecopower Supply in the following circumstances:

1. Where a Customer has entered into a payment plan with Ecopower Supply and is honouring that arrangement;
2. Where a Customer is pursuing a complaint using the complaint handling procedures specified by Ecopower Supply and the complaint is related to the reason for disconnection, Ecopower Supply will not initiate a disconnection in relation to the disputed amount until the complaint process is exhausted. This only applies to the disputed bill and not any previous or subsequent bills which must be paid as normal;
3. For failure to pay a bill based on a regular estimate unless the bill is fair and reasonable in the circumstances (e.g. access to read a meter is refused);
4. Where a Customer relies on a recognised life support system and is appropriately registered with Ecopower Supply in accordance with the requirements of the Ecopower Supply Code of Practice for Vulnerable Customers;
5. During the winter months (1st November to 31st March) where a person appropriately registered with Ecopower Supply in accordance with the requirements of the Code of Practice for Vulnerable Customers;
6. Where a Customer is a member of any category of Customer that the CRU may specify from time to time.

3.   Process for Disconnection Due to Non-payment of Account

The full escalation process which will be followed in advance of any request to the electricity network operator to disconnect a Customer due to non-payment of their account includes;

1. Contacting and notifying the Customer to inform them they are in arrears;
2. Providing information on any options the Customer has to make payment and providing contact details for Customers wishing to enter into a payment plan;
3. Where appropriate and feasible, how to arrange to have a pre-payment meter or budget controller installed.

Ecopower Supply will make four contacts in advance of issuing a request to the electricity network operator to disconnect a Customer:

1. At least two attempts to contact the Customer in writing. This includes at least one contact in addition to the formal notice of disconnection, this contact will also be in addition to any communication made through the Customer’s normal bill;
2. At least two additional attempts to contact the Customer, this could be by telephone, email, text message or another format used by Ecopower Supply;
3. Each attempt to contact the Customer will take place no less than three working days apart.

4.   Formal Notice of Disconnection

The formal notice of disconnection sent to a Customer regarding disconnection for non-payment of their account will be sent in writing by letter.

Where Ecopower Supply has exhausted its escalation process and intends to initiate a disconnection the following applies:

1. No disconnections will be made on a Friday, Saturday, Sunday, eve of a Public Holiday or a Public Holiday. For the avoidance of doubt, disconnections for safety reasons to prevent injury to persons or damage to property may be made at any time and are not within the scope of this Disconnection Code of Practice;
2. Ecopower Supply will provide at least 5 working days’ notice in writing to the Customer of its intention to request the Electricity Network Operator to disconnect supply. The notice will specify the reason for disconnection. Where a registered vulnerable Customer has nominated a correspondence re-direction service on their application to be included on the register of vulnerable Customers, the disconnection notice may only to be sent to the nominated carer/relative as specified and registered by the Customer;
3. The notice will specify the actual cost of disconnection and reconnection;
4. Where Ecopower Supply has added an administrative or other cost to the regulated cost for this action, this will be shown separately on the notice;
5. The notice will highlight any charge which may apply to the Customer if the disconnection is cancelled or no access is possible at the premises;
6. The notice will highlight that the payment of arrears cannot be made to the persons carrying out the disconnection;
7. The notice will provide the contact details for a nominated support agency to be agreed with the CRU as appropriate;
8. If a Customer opts for disconnection, arrears will still be recouped and standing charges may still apply;
9. The notice will specify the contact details of Ecopower Supply’s debt handling division so that the Customer may make contact. Ecopower Supply will facilitate Customers who wish to pay immediately any bill arrears after the receipt of the notice.

For the avoidance of doubt, the CRU requires that Ecopower Supply does not process any request for disconnection of a household Customer until after the 5 working day notice period has expired.

5.   Reconnection

Where a disconnected Customer has reached a settlement with Ecopower Supply (through payment plan or payment in full), the Customer will be entitled to be reconnected under the standard terms and conditions offered by Ecopower Supply including, where appropriate, the provision of a security bond/deposit or other such measure that is reasonably required to ensure that disconnection for non-payment will not occur in the future. Where Ecopower Supply requires an additional security bond/deposit, clear conditions associated with this, including how it will be repaid will be provided to the Customer in writing.

Where a Customer has repeatedly been disconnected, failed to make payments of bills or fails to keep a payment plan that Customer may be subject to disconnection. Reconnection will only take place after full payment for outstanding bills is made. That Customer may also be liable for a higher security bond/deposit or may be required to use a prepayment meter or budget controller.

6.   Records

Ecopower Supply will keep and maintain adequate records of all the steps taken, all communication sent and received, and all considerations made in relation to the disconnection of a Customer’s account.

7.   Disconnection of a Premises with no Registered Account Holder

Where Ecopower Supply is supplying a property and the existing account holder has closed their account, Ecopower Supply will issue a notice, in writing, to the new occupant of the property in advance of a request to disconnect the property due to no new account holder being registered.

Where Ecopower Supply chooses to disconnect the premises for reason of no registered account holder, the notice referred to above will be issued at least 5 working days in advance of the request to disconnect the property. The notice will set out the costs which will be incurred due to the disconnection / reconnection of the premises and the contact details for the new occupier to open an account. Any additional administrative charges will be displayed separately to the regulated charges for this work.

1.   General

Ecopower Supply will ensure that all bills, scheduled or otherwise, in respect of energy consumption are accurately calculated based on one of the following:

1. Actual readings provided by the Electricity Network Operator, or
2. Customer Readings (where suppliers receive Customer meter readings directly they are to be forwarded to the Electricity Network Operator/Gas Network Operator), or
3. Ecopower Supply or MRSO/GPRO generated estimates (where Ecopower Supply chooses to generate our own estimates we will be able to demonstrate that information provided by the Electricity Network Operator has been used to ensure estimates are as accurate as possible).

Ecopower Supply will encourage our Customers to provide the Electricity Network Operator with access to meters and provide Customer own reads if necessary, in particular where a history of actual reads does not exist at a premises. This will be done through messages on the bill, bill inserts and where appropriate through direct mailing to Customers, email or Text.

Ecopower Supply will provide assistance and support to industry initiatives to improve the quality of meter reading by advising Customers (through messages on the bill or inserts) of the importance of providing the Electricity Network Operator with access to meters and Customer own reads. Where Ecopower Supply obtains Customer meter readings these must be forwarded to the appropriate Network Operator in line with industry process, within one week, to assist in keeping estimates up to date.

Ecopower Supply will ensure that Customers receive prompt, regular and scheduled bills for their electricity usage as per the Terms and Conditions of their contract and current regulatory and legislative obligations.

Ecopower Supply will issue scheduled bills to Customers no later than one month after the receipt of scheduled meter reading data for the billing period involved except in situations where the Customer has agreed otherwise or where the meter reading data appears to be wrong. Every effort will be made for a prompt revised bill in the event of a meter reading affecting the outcome of arrears or proposed disconnection.

Where Ecopower Supply becomes aware of an unexpected delay in billing a Customer that exceeds one full billing period, we will take reasonable steps to contact the Customer to notify the Customer of the late billing.

Ecopower Supply will provide energy billing information and historical consumption, to whatever extent possible, to the Customer and to a service provider designated by the Customer, in line with minimum requirements to be set out by the CRU.

Ecopower Supply will ensure that final Customers receive their energy bills and billing information free of charge and that final Customers also have access to their consumption data in an appropriate way and free of charge, in line with minimum requirements to be set out by the CRU.

2.   Billing Options

Ecopower Supply specifies paperless billing at sign-up. Where a Customer wishes to switch to paper billing this will be provided at no extra charge by simple process, unless the Customer has availed of a discount by taking electronic billing – in which case the customer can switch to paper but the discount will be removed.

3.   Payment Options

The Ecopower Supply Payment Method is Direct Debit by Electronic Funds Transfer. The Customer will be notified 14 days in advance if there is any change in the amount to be debited unless they have agreed otherwise (e.g. fixed payment date or amount) or in line with the Irish Payment Services Organisation (IPSO) standard for notification of direct debits. Fixed payment/budgeting agreements can be made on a case by case basis, by arrangement with the Ecopower Supply offices and will be at the discretion of the management.

4.   Tariffs & Prices

Ecopower Supply will notify Customers of the tariff options available to them if applicable, in advance of any tariff change or in line with the Customer contract, whichever is the shortest period of time.

Changes in tariffs will be clearly indicated on the bill and the method of application will be explained on the bill (this will be by electronic notice unless the Customer has chosen paper billing).

Where Ecopower Supply uses a method of prorating bills at a tariff change, this will be indicated on the bill and the methodology explained on the bill (this will be by electronic notice unless the Customer has chosen paper billing).

5.   Deposit

Where Ecopower Supply chooses to request a deposit from a Customer at sign up, the deposit will be credited to the next Electricity Bill where the Customer has met their credit terms within the previous twelve months (i.e. if the Customer pays monthly, the deposit should be credited on the thirteenth energy bill; if the Customer is billed every two months the deposit should be credited on the seventh bill).  The Desposit will be equal to 90% of the estimated next billing period bill (based on their Estimated Annual Bill). We will indicate to Customers of the fact that their deposit has been returned on the next bill.

Where a Customer has not fulfilled their credit terms Ecopower Supply shall inform the Customer of the steps needed to improve his or her credit worthiness, and state what a Customer must do in order for security to no longer be required. This may include the retention of the deposit until the Customer has met the normal credit terms for a period of 12 months continuously.

6.   Information on the Electricity Bill

Information presented on Electricity Bills will be presented under the same names as presented in tariff schedules, Ecopower Supply Terms and Conditions of Supply and other relevant documents.

The following information will appear on the front page of the Electricity Bill;

1. Customer name and address (billing address and supply address where different);
2. Customer account number;
3. Electricity Network Operator’s emergency/fault reporting contact number;
4. Meter Registration Number (MPRN);
5. DUoS Category Code (Electricity Customers);
6. Metering Configuration Code (Electricity Customers);
7. Profile Code (Electricity Customers);

Other information on the Electricity Bill;

1. Period to which the Electricity Bill relates to and the date of issue;
2. Customer’s tariff category / name;
3. The date upon which payment is due;
4. Comparison of the current energy consumption with consumption for the same period in the previous year, preferably in graphic form, in line with minimum requirements to be set out by the CRU;
5. Contact information for final Customers’ organisations, energy agencies or similar bodies, including website addresses, from which information may be obtained on available energy efficiency improvement measures, comparative end-user profiles and objective technical specifications for energy-using equipment, in line with minimum requirements set out by the CRU;
6. Contact information for independent consumer advice centres, energy agencies or similar institutions, where Customers can obtain advice on available energy efficiency measures, benchmark profiles for their energy consumptions and technical specifications of energy using appliances that can serve to reduce the consumption of these appliances, in line with minimum requirements to be set out by the CRU;
7. Meter readings, upon which the bill is based, including an indication whether the readings are (a) an actual reading, (e) an estimate (by supplier or MRSO), or (c) a reading submitted by a Customer. The meaning of a, c or e will be explained on the bill;
8. Clear calculations of the amount due for electricity supplied, (giving units, multipliers, rates etc. where appropriate), including any rebates or penalties, free electricity (where applied directly to the bill), standing charge and any other amounts being invoiced being clearly separated (e.g. servicing);
9. A clear breakdown of any transportation/network charges where these are being applied to the Customer as separate charges. A breakdown of any additional pass through charges which Ecopower Supply may have incurred on behalf of the Customer (where these items are passed through as separate charges);
10. A breakdown of any penalty or contractual charges which are applied to a Customer’s account in addition to supply, transportation, distribution, transmission and pass through charges;
11. Any Levy amount applied to the Customer’s bill;
12. VAT as a separate line item;
13. Total amount due for the supply of electricity in that period;
14. A brief description of the supplier’s complaints handling procedure and related contact details with a reference to the Customer’s right to refer an unresolved dispute to the CRU for resolution with the CRU’s contact information;
15. The Payment Method;
16. Suppliers name and contact details (Post/Phone/e-mail/web-site);
17. Credit control contact details and hours of operation where different to the general contact details;
18. Explanation of Public Service Obligation Levy
19. Vat Registration Number;
20. Electricity Operator’s contact number, where a supplier does not propose to act on a Customer’s behalf for network related issues;
21. Information regarding Fuel Mix as required by the CRU;
22. All other information required by the CRU in decision papers to be communicated to Customers via energy bills.

 

 

7.   Closing Account & Issuing Final Bill

Ecopower Supply will not keep a Customer’s account open because the Customer has been unable to provide the details of a new account holder.

Ecopower Supply will request a closing meter read from a Customer to close their account. However, we will not keep a Customer’s account open and bill the Customer indefinitely for continued consumption where the Customer has made contact to close their account but has been unable to provide a meter reading.

Where the Customer has notified Ecopower Supply that they wish to close their account, but were unable to provide meter reads, we will actively engage with the Customer until a satisfactory outcome is reached before closing the account. Ecopower Supply will not levy any charges or penalties where the Customer is unable to provide meter reads and accepts an estimated read provided by Ecopower Supply.

Ecopower Supply will not keep a Customer’s account open and continue to bill the Customer (with the exception for the purposes of collecting an outstanding balance) where a new supplier, occupant or account holder has been registered at the MPRN.

Where a Customer has switched supplier or closed their account, the final closing bill will be issued not later than six weeks from the effective date of the change of supplier or account close taking place. However, where a replacement meter reading is issued to Ecopower Supply after the final bill has been issued, this will be dealt with as an exception to this requirement.

The final Electricity Bill from Ecopower Supply shall include information about any credit due to the Customer and how this can be refunded. Ecopower Supply will notify Customers who are owed a refund of this fact and the actions that Customers need to take to be refunded. The refund method will be reasonable, transparent and free of charge. Any refund due to the Customer will be refunded no later than two months from the date when the final Electricity Bill was issued, providing the Customer has contacted Ecopower Supply to notify them how / where they want the refund.

1.   Customer Contact

Unless requested by a Customer, Ecopower Supply will only contact a household Customer for marketing purposes between 9am to 9pm weekdays and 9am to 7pm Saturdays. We will not contact you on any Public or Bank Holiday; on Sundays or on Christmas Eve.

1.1 Customer contact by telephone

In any telephone call made by, or on behalf of Ecopower Supply to a Customer for the purposes of marketing, we will clearly identify:

1. contact and company name;
2. contact number (if requested by the Customer); and
3. the purpose of the call.

If told by a Customer, at any time during a telephone conversation that you do not wish to continue, we will cease the phone call.

1.2 Customer contact in person

If Ecopower Supply engages in marketing at a Customer’s premises (without a prearranged appointment) or by personal contact, we will:

1. Produce an identity card that shows the Ecopower Supply representative’s full name and photograph and the name, business address and contact number of Ecopower Supply;
2. Advise you of the purpose of the visit and enquire if you wish to progress further;
3. Provide you with a copy of the standard CRU Doorstep Checklist prior to the commencement of the sales pitch and in advance of any sale being progressed;
4. At a Customer’s premises, if the Customer does not wish to proceed, then Ecopower Supply will leave the premises immediately and advise the Customer of how to be removed from the contact list. At any other place, if the Customer does not wish to proceed then Ecopower Supply will stop the sales pitch;
5. Part of the doorstep sign up process requires our representative to actively confirm that you have read and understood the doorstep checklist.

1.3 Customer contact by E-mail and Text

Where Ecopower Supply engages in marketing via e-mail to Customers, we will provide the following information to Customers:

1. name and address;
2. e-mail address or other means of electronic contact; or contact number; and
3. an easy method of unsubscribing/ removing their email address from future messages at no cost to the Customer.

Where Ecopower Supply engages in marketing via Texts to Customers, we will provide the following information to Customers:

1. Our name and an easy method of unsubscribing/removing their mobile phone number from future messages at no cost to the Customer in line with ComReg regulations.

1.4 Conduct when Customers do not wish to be contacted

Where a Customer has indicated to us orally, in writing, by text or by email, that you do not wish to be contacted again for the purpose of marketing, we will log the request and remove you from our marketing database in line with data protection or any other legislation. If requested, we will provide written confirmation of same.

2.   Customer Sign-Up

2.1 Account opening

On opening a new Customer account, Ecopower Supply will

1. Ensure that the Customer understands that they are opening an account with Ecopower Supply;
2. Confirm that the person opening the account has the authority to open an account at the premises in question;
3. Confirm that the person opening the account is to be the named account holder or is the nominated representative of the person, to be the named account holder. Where an account is opened by a nominated representative, Ecopower will procure the account holder’s consent in an auditable format, whether in an email, text or by post to the opening of an account in their name;
4. Where a joint account is to be opened we will confirm, with any other named person on the account that they wish to be named, as soon as possible after the initial account opening;
5. Provide a simple method for Customers to add a third-party contact to their account;
6. Explain how the Customer’s existing account will be closed and the new account will be opened and how existing arrears will be dealt with by the previous supplier;
7. If the Customer is in receipt of free gas/electricity allowances, provide information as to the steps they will have to take to ensure they continue to receive these allowances.

2.2 Information about the Electricity Supply Plan

Ecopower Supply will;

1. Go through the electricity supply plan and explain the associated charges, including unit rate, standing charge, and prepayment charge (where applicable) and will highlight which charges can vary.
2. Explain any discount associated with the chosen plan and how this will be applied.
3. Explain how the Customer will be billed, including billing frequency. For PAYG Customers, explain how key information about operating the device can be obtained and the frequency of the energy statement.
4. Explain how the Customer can make payment against the bill and any budgeting options available. Confirm that the Customer understands that they are switching to a specified plan with a specified payment method. Any difference in charges due to a specified payment method will be explained;
5. Explain how long the contract applies for or if the contract is one that rolls over automatically until notice to terminate is given;
6. Explain any deposit or charge associated with the plan being chosen, where applicable. Where appropriate, Ecopower Supply will make Customers aware of any social arrangements available in relation to deposits e.g. through the Community Welfare Officer, etc.
7. Explain any penalty that may apply if the Customer does not meet the terms of the contract (e.g. early termination fees).

2.3 Terms and Conditions of Supply

Ecopower Supply will provide the Customer with a copy of the Ecopower Supply Terms and Conditions of Supply (prepared in accordance with CRU Electricity and Gas Suppliers’ Handbook 2019) and the contract including the rates and key terms that apply to the plan they are signing up to. Where a Customer is not provided with a copy of these documents at the point of sign up, copies of these documents will be sent to the Customer by email (or post if requested) with the key terms set out and explained separately in the body of the email or in a cover letter (if by post).

2.4 Cooling off period

The Customer has the right to cancel within 30 days from the day on which the contract is concluded. This is the ‘’cooling off period’’.

Before the contract is concluded, Ecopower Supply will;

1. Provide the Customer with details regarding the cooling off period, including the conditions, time limit and procedures for exercising the right to cancel a contract.
2. Inform the Customer that the cooling off period starts when the Customer receives a copy of the necessary documentation set out in Section 2.3 above and including the Cancellation Form;
3. Ecopower Supply door to door representatives will leave a Cancellation Form with the Customer, together with the Doorstop Checklist, upon completion of a successful sale.

2.5 Vulnerable Customers

Ecopower Supply will ascertain whether the Customer is eligible to register as a Vulnerable Customer and if applicable, inform the Customer of the

1. Steps they must take to register on our Register for Vulnerable Customers.
2. Opportunity to avail of alternative means of communication.
3. Opportunity to nominate a third party as a contact point (i.e. relative, family, friend, recognised organisations).

2.6 Retention and win-back activities

1. Upon the completion of a successful win-back, Ecopower Supply will treat this customer as a new sign up and adhere to all relevant requirements outlined in the sign up process set out above.
2. Ecopower Supply will ensure that the information provided to customers who intend to or have terminated a contract of supply is accurate, not misleading, easy to understand and uses terminology that is consistent with that used at sign up and presented in our website www.ecopower.ie
3. Ecopower Supply will release all necessary information to enable the completion of the switching process (such as the deactivation code) within 10 days of the receipt of the Change of Supplier request notification (MM110) message, regardless of whether a successful contact has been established with you the customer, by the expiry of this period of time. The period of time is subject to review by the CRU.
4. Ecopower Supply will release the necessary information to enable the swift and timely completion of the switching process (such as the deactivation code) in a separate communication from retention, win-back or other marketing and advertising activities.

2.7 Other information

Ecopower Supply will ensure that details of how a Customer’s account information may be used with respect to debt flagging is clearly set out on the sign-up form and within the sign-up process. In the event that You choose to switch Your account to another supplier while your account with Us is in arrears, a debt flag will display on Your account if you are in arrears for more than levels set for all customers by the CRU. A new supplier can decide not to accept You as a new customer because of these arrears. Details of how a Customer’s account information may be used with respect to debt flagging, will be clearly set out on the sign-up form and within the sign-up process.

Additional sign-up requirements applicable to Customers who are signed-up to a PAYG service – Ecopower Supply will;

• Assess the suitability of the PAYG service;
• Ensure that adequate and sufficient information in plain language is easily accessible by the Customer. This information will comprise: the use of your PAYG Electricity Card, where and how to top up your PAYG Electricity Card, minimum and maximum top-up allowed, how to find the remaining credit on your account and what happens at low credit, the use of the emergency credit and friendly credit and the periods when the supply of energy will not be cut off under friendly credit, repayment of emergency and friendly credit terms, conditions under which disconnection will occur and assistance on the use of PAYG meter contact number/email.

Additional sign-up requirements are applicable to Vulnerable Customers who are signed up to a PAYG service – Ecopower Supply will;

• Inform the Customer about the regulatory measures that the CRU has put in place to ensure protection of Vulnerable Customers from disconnection for non-payment of account;
• Ask the Customer to confirm that they understand that they are no longer protected by these measures after the installation of a PAYG service. The Customer’s consent must be obtained and will be retained in an auditable format.

1.    General

This Code of Practice applies to all Customers using a PAYG meter or a budget controller.

The following information is provided;

1. ‘Budget Controller’ means the budget controller supplied by us and installed by our agents for the purpose of recording payments for electricity consumption and disconnecting your supply if payments are not made.‘Pay As You Go (PAYG) Meter’ means the electricity meter installed by the DSO for the purpose of measuring the quantity of electricity used by you at the premises. This meter will record payments for electricity consumption and/or will allow you to pay off arrears and will disconnect your supply if payments are not made.The Pay As You Go Meter/Budget Controller/Smarter Budget Controller will be used for budgeting purposes, to purchase electricity in advance, similar to pay as you go mobile phone payment arrangements. It can also be used to pay off arrears. We will arrange for the installation of a Pay As You Go Meter/Budget Controller/Smarter Budget Controller only if it is safe and practical to do so. We will provide you with your Pay As You Go Top Up card. This card contains your unique Pay As You Go customer number which you will need to make top up payments at any Payzone outlet to your individual Pay As You Go Meter/Budget Controller/ Smarter Budget Controller only.
2. All customers should ensure to maintain credit on their meter at all times as the electricity supply will be cut off should they run out of both ordinary credit and emergency credit;
3. Emergency credit: You will get a warning when your credit reduces to €2. You will hear an alarm which will sound for two minutes. To turn off this alarm, press the 0 button. It will be repeated every half hour until the button is pressed. For your convenience the alarm will not sound at night between 9pm and 9am (10pm and 10am in summer). You will be supplied with €10 Emergency Credit which will be activated once you press the 0 button after the low credit alarm sounds. If you have not pressed the 0 button your supply will go off – however, simply press the 0 button and your supply will come back on after a few seconds. If your emergency credit runs out during the week after 4pm (5pm summer time), the supply will not go off until 9am the following day (10am summer time). This will give you enough time to buy more electricity. If your emergency credit runs out after 4pm on a Friday, the supply will not go off until 9am (10am summer time) the following Monday. Your supply will also not go off on Christmas Eve, Christmas Day, St. Stephen’s Day, New Year’s Eve, New Year’s Day, or St. Patrick’s Day. This extra time to purchase more electricity is called Friendly Credit. Remember, you will need to ensure that your next top up exceeds the total amount of emergency credit used, after payments towards any outstanding amount on your account. The €10 emergency credit is approved by the CRU and may be varied from time to time.
4. The Customer can access information on Ecopower Supply’s current tariffs and any charges which apply to them. This may be done by contacting Ecopower Supply by phone (056 7750140); by email supply@ecopower.ie or by visiting our website at ecopower.ie.
5. You will receive a minimum of 1 and a maximum of 3 statements of account per year, except for customers who are in receipt of Free Electricity Allowance who will continue to receive bi-monthly bills as normal.
6. To buy credit for your Pay As You Go Meter all you have to do is bring either of your Electricity top up cards, together with your payment to your nearest Payzone outlet. Keep your receipt for proof of purchase. There is a minimum amount of €10 credit and a maximum of €100 credit that you can put on your card at any one time, up to a total value of €300. Look for shops with the Payzone sign or visit www.payzone.ie/outlets Do not purchase credit from unapproved vending facilities as we have no way of allocating this to your account and any credit purchased will not be effective.Where an identity card for the account or a top up card that is used when purchasing credit is issued to the Customer, a charge will be applied for replacement of lost cards;
7. Call Ecopower Supply at 056 7750140 during office hours (9am to 1pm & 2pm to 4pm) for advice on use of the prepayment meter/ budget controller. Call ESB Networks 24 Hr. Emergency No: 1800 372 999 for emergency service;
8. Ecopower Supply’s policy on refunding credit balances – Any credit due to the Customer in a change of supplier scenario will be refunded no later than two months from the effective date of the change or within a timeframe approved by the CRU if less than two months. We can also arrange a refund of credit to a Customer when they have built up a large credit on their account and wish to have this credit refunded to them without changing supplier. This will be done within two weeks of the request being approved;
9. Although CRU has put in place measures to protect vulnerable Customers against disconnections, these measures will no longer apply where Customers avail of a PAYG meter or a budget controller. This means that the electricity supply will be cut off regardless of the period of the year if there is no credit in the PAYG meter or the budget controller;
10. Budget controllers and PAYG meters may not be suitable for some vulnerable Customers. In cases where the pre-paid meter or budget controller was installed for reasons of financial hardship, we will notify Customers that wherever possible alternative arrangements will be offered (e.g. flexible payment plans).

Where a PAYG meter or budget controller is being installed for a Customer who has outstanding debt, Ecopower Supply will ensure that:

1. Where a Customer is repaying a debt they will receive a statement of consumption, debt outstanding, debt repaid and payments made, 3 times a year;
2. Up to a maximum of 25% of a single Customer vend can be attributed to debt recovery;
3. Customers can receive details on how the Customer can access up to date information on their outstanding debt, how long it will take to pay off and total amount repaid by contacting Ecopower Supply at (056) 7750140;
4. Customers will receive an email confirmation within one billing period of their debt being repaid;
5. Customers receive information on how the supplier will address debit balances on a Customer’s account if they change supplier. Where a Budget Controller is installed, Customers will be provided with information in relation to how the supplier will address the situation where a Customer has built up a debt due to a difference between the Customer’s credit meter and their budget controller.

Before a prepayment meter/ budget controller is installed

1. Ecopower Supply will ensure the consent of the Customer / named account holder or third party who represents the Customer, prior to installation of the prepayment meter/ budget controller. If the Customer is a tenant in a rental property, an auditable record of permission from the owner/landlord of the property will be retained;
2. It is Ecopower Supply’s responsibility to assess the suitability of prepayment meters/ budget controllers for a given Customer (especially Customers who may be vulnerable or have an impairment which could impact their ability to use the technology). Certain categories of vulnerable Customers cannot be disconnected (i.e. priority support Customers). It is important that Customers can use any technology that is provided safely and that they can access the budget controller and access a location to purchase top up for their budget controller;
3. Ecopower Supply recommends that PAYG meters and budget controllers are not suitable for Customers who are critically dependent on electrically powered equipment.

Where a meter has been installed for a Customer who has outstanding debt:

1. Ecopower Supply will provide the CRU with details of their debt recovery process;
2. We will take account of the Customer’s ability to pay when installing a prepayment meter/ budget controller and confirm with the Customer that payment arrangements are manageable. This includes, in particular, the setting of debt recovery instalments;
3. Where applicable, Customers will be made aware in writing of the total amount of their debt, the likely length of time to repay the debt and how their instalment for debt recovery has been calculated e.g. €x weekly over 36 months;
4. Ecopower Supply will ensure that Customers have reasonable access to vending facilities 7 days a week. In this respect, reasonable access is suggested as a distance of no more than 1.6 km where the Customer indicates they have no means of transport, unless this is considered to be impractical in particular circumstances, e.g. rural areas;
5. Where we become aware that a Customer is experiencing difficulties physically using the controller or accessing top up facilities we will work with the Customer to make an alternative arrangement for payment including switching to a credit meter.

Where a prepayment meter or a budget controller has been installed:

Budget controllers only:

1. Ecopower Supply will ensure that Customers using budget controllers remain part of normal suitable credit control follow up to ensure that any difference between the credit meter and the budget controller is identified early and highlighted to the Customer;
2. If a Customer is accruing debt on their account despite having a budget controller installed that Customer will be subject to a suitable credit control follow up, including receiving follow up letters where appropriate to notify them that they are not putting sufficient credit into the budget controller;
3. We will flag to the appropriate DSO situations where we believe the budget controller is not accurately reflecting the Customer’s usage and where large debts are accruing so that this can be followed up.

 

 

2.    Eligibility for budget controllers/prepayment meters

1. Where the cost of installation is socialised (free of charge to the Customer), Ecopower Supply will ensure that budget controllers/ prepayment meters are only installed in cases where a Customer is in genuine financial hardship. A Customer is taken to be in genuine financial hardship if they are unable to make payments against their bills without assistance and are finding himself / herself in regular arrears;
2. In order to identify Customers who need these meters, we will, where possible, work with MABS and accredited charities to identify individuals in need of this level of assistance. The CRU will monitor the level of installation by suppliers to ensure that these meters are installed appropriately.

 

3.    Tariffs

At the time of offering a prepayment meter/ budget controller to a Customer, Ecopower Supply will ensure that any difference in tariffs arising from this payment method reflects the actual cost.

The prepayment meter can only be used for the recovery of costs for the supply of electricity and cannot be used for the recovery of debt for any other additional services or products.

Credit may be lost in event of Ecopower Supply exiting the market.

1.  General

This is Ecopower Supply’s Code of Practice on the provision of smart services.

A smart meter is a digital meter capable of remote, two-way communication. Smart meters are the next generation of electricity meter and are being rolled out across Ireland from 16^th February, 2021. This move to upgraded digital meters will bring many benefits to electricity customers by enhancing competition, making bills more accurate, providing customers with better information on their energy consumption, including ‘time-of-use’ and empowering consumers with new tools to make more informed choices about their energy needs. Smart meters will also facilitate offerings of new products and services, such as time-of-use tariffs, which enable customers to save money by changing some of their electricity consumption to times of the day when energy is cheaper (off-peak).

The transition to time-of-use tariffs is an important element of the smart meter upgrade and will play a crucial role in Ireland’s energy future by reducing costs and making supply more resilient and secure. Making changes to bring down your energy bills is not only good for your bank balance but also for the environment. Using less energy means less Carbon-Dioxide (a Greenhouse Gas) emissions from your electricity consumption. Also, smart meters facilitate the grid operator knowing where and how electricity is being used in real time, which will make the grid more efficient and able to rely less on fossil fuels and more on low-carbon, green energy sources like wind power.

 

2.  Transition to Time-of-Use

Ecopower Supply will have available a Time-of-Use Tariff for electricity customers once smart services ‘go-live’.

3.  Time of Use Primer

1. Ecopower Supply will provide customers (who have a smart meter installed) with a ‘Time-of-Use Primer,’ by email, no later than six months post smart services ‘go-live’;
2. Ecopower Supply will provide the ‘Time-of-Use Primer’ no more than three months after their meter install, for those customers who receive their smart meter three months after smart services ‘go-live’;
3. The ‘Time-of-Use Primer’ will be communicated in simple, jargon free terms which provides the customer with a clear overview of:
4. How time-of-use tariffs work in general and;
5. The wider benefits of time-of-use.
6. In addition, the ‘Time-of-Use Primer’ will include one of the following:
7. How Ecopower Supply’s time-of-use tariffs are structured e.g. Day, Night, Peak, etc., applicable unit rates and if this time-of-use tariff could potentially benefit the customer. Or;
8. How the customer can contact Ecopower Supply for more detailed information on time-of-use and the time-of-use tariffs offered by us.

4.  Ecopower Supply Standard Smart Tariff (SST)

The Ecopower Supply SST is simple in structure, providing easy-to-understand signals to customers as to when it is cheaper or more expensive to consume electricity.

Ecopower Supply’s Standard Smart Tariff offering to electricity customers has the following features:

1. A three-rate tariff with the following Time Bands:
2. Day = 8am to 11pm (excluding ‘Peak’)
3. Night = 11pm to 8am (single night rate)

• Peak = 5pm to 7pm

1. Unit rates:
2. Unit rates across the three periods (time bands) have meaningful price differences and reflect the costs borne by Ecopower Supply in supplying that particular class of customer;
3. Unit rates apply to all days over the course of a year.

It should be noted that, customers who do not share their data may limit their tariff choices.

5.   Time of Use Reminder

Ecopower Supply will contact electricity customers, who have a smart meter, but have not switched to time-of-use 12 months after receiving the ‘Time-of-Use Primer.’ This contact, through email or text, will promote awareness, understanding and the benefits of time-of-use. Ecopower Supply will contact those customers who have not transitioned to time-of use, after each subsequent 12-month period.

Where customers have not switched to time-of-use, Ecopower Supply will make best use of available information on a customers’ consumption pattern to make this engagement as relevant and tailored as practicable.

6.   Provision of Information to Customers

Ecopower Supply will provide customers with the ability to access their half hourly interval consumption data on request via the internet. It will be provided to you in a standard harmonised format to enable you to analyse or share the interval data with an alternative Supplier or Third party offering other services.

Ecopower Supply will provide customers with an ongoing choice over whether or not data from the smart meter used for billing the customer is retrieved daily or not. The alternative to remote data collection every day will be remote data collection once every two months.

Ecopower Supply will provide customers with access to their historical consumption data for at least 24 months or from the start of their supply contract, whichever is shorter.

Where a customer requests export data, and it is available, this will also be made available to you by Ecopower Supply, through the same process.

Ecopower Supply will make the Harmonised Downloadable File available to download on demand and it will contain information that is “current” i.e. consistent with all providers of Harmonised Downloadable Files (ESBN and Suppliers), taking reasonable and effective steps to refresh the data regularly and frequently. A Harmonised Downloadable File is a file presented in a familiar standard data format.

For each customer and from a time broadly aligned to the initial issuing of a Smart Bill, Ecopower Supply will;

1. Make available a flow of frequently refreshed and updated information on how to use energy more efficiently and economically;
2. using up-to-date data from the relevant meter point, having regard to all available sources of data;
3. delivered via customer email and in general on the Supply website pages

• with the information designed to support broad use and coverage, and requiring minimal effort by the customer (or other household members with the consent of the customer).