customer charter
At SmartestEnergy, we are committed to providing our customers with 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.
commitment one
1. We are committed to providing a consistently high level of service to our customers.
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.
commitment two
2. We are committed to providing our customers with timely, accurate invoices.
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.
commitment three
3. We are committed to providing proactive and efficient registration of sites.
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 to ensure the registration process runs as smoothly as possible.
c) We will strive to maintain the most technically advanced systems, which alert us to any issues that arise in the registration process, allowing our registration executives to be proactive in resolving them.
commitment four
4. We are committed to openness and transparency in our communication with customers.
a) We aim to introduce ourselves to all our customers with a personal call from their dedicated and named Customer Service Executive ahead of the first invoice being issued.
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.
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 committments to ensure a consistently high level of service for our customers.
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