At SmartestEnergy, we are committed to treating all our customers fairly and providing a customer service experience that is open, informative and personal. All decisions that we make, however big or small, are always made considering the customers' needs and requirements.
In order to provide you with the customer service experience that is like no other in the electricity industry, and to show you how seriously we take customer services, we base our everyday practices on the commitments within our Customer Charter. If you would like us to post you a written copy of our Customer Charter, please contact us and one will be sent to you free of charge.
If you are unhappy with your service or feel you are being treated unfairly, please use the complaints procedure to contact us so we can address any issues in a timely manner.
a) We will provide every customer with a dedicated Account Manager and named Customer Service Executive who can be contacted directly.
b) We aim to answer every phone call within four rings and respond to customer enquiries within four working hours.
c) We will always be courteous, polite and professional in our dealings with customers.
d) We will actively seek to find a fair, consistent and quick resolution to any customer complaints.
a) We aim to monitor customers' half-hourly consumption data on a weekly basis and will communicate with third parties where necessary to ensure all data has been thoroughly checked before invoicing commences.
b) We will comprehensively check invoices thoroughly before they are issued and explain any non-standard items.
c) We aim to invoice over 99% of our customers invoices by the 5th working day following the end of the invoicing period.
d) We aim to invoice over 99% of invoices using validated actual half hourly data.
a) We will provide customers with a dedicated Registration Executive who will monitor the registration and agent appointment process.
b) We aim to maintain good working relations with all third parties involved in registration and maintain the most technically advanced systems to ensure the registration process runs as smoothly as possible.
c) Customers have 24/7 access to their half-hourly data through our eBilling service and customers still receiving paper bills may request their half-hourly data on spreadsheets at any time.
d) If a customer ends their contract, we will work with their new supplier to transfer the supply as efficiently as possible.
a) All details of a customer's contract including product, start and end dates, prices and payment terms wil be confirmed in writing at the time of signing and copies can be supplied at any time free of charge.
b) We aim never to use industry jargon or abbreviations without giving customers a clear explanation.
c) We will always be open and honest in our written and verbal communication with all customers.
d) We aim to resolve any query immediately and if this is not possible, we will tell you what actions we are going to take to resolve it and keep you informed of progress.
a) Any changes to a customer's contract during the contract term will be communicated to them in writing.
b) The end date of a customer's contract will be clearly communicated to them.
c) Customers can provide us with notice that they wish to terminate their contract on the end date at any time during the contract term.
d) We will never automatically renew any contract unless requested to - any customers that do not notify us of their intention to renew or terminate their contract will go onto Deemed Rates.
e) We will provide information to our customers that is complete, accurate and not misleading, and will ensure it is fair in terms of content and presentation.
We are very open to your feedback on our Customer Charter, so please let us know if you have any comments. We will conduct regular reviews of these commitments to ensure a consistently high level of service for our customers.