Consumer care policy
This is our latest consumer care policy, version 1.0
Last updated on 24th May 2022
We started this business to do what is right for our customers, and for the planet. We aim to be transparent and fair in everything we do not because we have to be - but because we want to be. That’s why we are fully supportive of the Electricity Authority’s Consumer Care Guidelines.
How we’ll care for you
Octopus Energy recognises that electricity supply makes an essential contribution to you and your households wellbeing and we want to make sure:
you’re treated with care and respect in every interaction with us; and
we communicate with you in a timely and clear fashion; and
you have every opportunity to be on the best pricing plan to meet your needs; and
we understand your situation and are proactive in offering assistance; and
we work with you in a collaborative and constructive manner to solve problems; and
we work with you to resolve payment difficulties and, with your permission, can link you to one or more support agencies or social agencies to assist you; and
we work with you to try to keep your electricity connected if you are having payment difficulties; and
we learn from our experiences to continually improve our support processes; and
we will help you to make decisions about the best pricing plan for you.
If you or someone in your household are medically dependent on electricity we understand that your electricity supply and back-up arrangements are quite literally a lifeline for you.
If you or someone in your household is medically dependent on electricity we need to know so that we can ensure:
you get the information you need about any planned outages; and
your property’s electricity supply is not disconnected for non-payment under any circumstance.
If we know you are medically dependent on electricity we will maintain a record in our system so that we treat you with the extra care you need.
If you’d like to be registered as a medically dependent household you can notify us at any time. We will request information about your dependency (for example a medical certificate) to verify your needs. We also ask all of our customers when they are joining us and check again at least once a year. This information may be retained on a special register; you have the right to check or change the information contained about you.
If for any reason you have difficulty paying your account with us, please let us know immediately so we can work to resolve the issue with you. Depending on the amount and reasons for your payment difficulty we can offer various payment options that may work for you.
With your consent we can also link you to one or more support agencies. You can also nominate a support agency and/or advocate to assist you, you will need to advise us who this person or organisation is so that we know they are authorised to talk to us on your behalf.
Communicating with you
If English is not your first language or you have difficulty expressing yourself, please have someone advise us so we can work to communicate with you in a manner you can understand. You may use a support person to act on your behalf.
We maintain a list of fees and information on our website. You will incur a fee if you request a service listed, for example moving a meter. You will also incur fees if we have to take actions in relation to supplying your property where you have breached the customer terms and conditions. For example you may be charged for disconnecting your supply if you have tampered with equipment on site, or for debt collection services if you have not paid us for your supply. We will advise you of the cost of any service before it is undertaken on your behalf.
In certain circumstances, if a person has failed a credit check, we will require a bond in order to supply electricity to the premises. The bond will be reflective of our estimated cost of up to two months supply of electricity to your property. It will be used to cover any outstanding costs if you fail to pay for your supply. We will refund this bond after 12 months if you have paid all your bills by their due date. We will also refund this bond promptly after payment of your final account is made if you terminate your supply.
There may be rare occasions when we are unable to continue to provide you with our services, if this occurs, we will provide you adequate information as to the reason and make recommendations of other providers. As per our terms and conditions we will allow sufficient time for any change.
We know maintaining an electricity supply to your property is important. However in limited circumstances we may disconnect your supply. These are outlined in our terms and conditions.
If you have not paid for your electricity supply and have not worked with us to address any outstanding balances we may disconnect your electricity supply. Before disconnecting your electricity supply we will make reasonable attempts to contact you and provide you advance notice of our intention to disconnect for non-payment.
There are also circumstances where we may need to immediately disconnect your supply for safety reasons, this can happen if the wiring at your premises is considered unsafe or someone has tampered with electrical equipment.
Where we know a household is medically dependent we will not disconnect for non payment. We will also avoid disconnecting any property for non-payment in circumstances where it would endanger the wellbeing of the consumer e.g. just before nightfall, during severe weather events or if it would be unreasonably difficult for you to make arrangements for reconnection.
Please note that unplanned outages are out of our control and you should be prepared in the event an unplanned outage may affect you.
We will disclose how we are stacking up against the Electricity Authorities Consumer Care Guidelines to the Electricity Authority for monitoring. We are also always interested in your feedback so we can improve the way we deal with you and other customers. If you have any suggestions please let us know.
If you need assistance at any time please contact us:
Phone: 0800 947 867
Contact Utilities Disputes any time for free and independent resolution service.
For a free and independent energy price comparison
Subscribe to our monthly newsletter
Be the first one to know about news, product information and special offers.