Policies

For up-to-date information about our policies and standards of service in the following areas:

Helping you

• Support for vulnerable customers
• Having difficulty paying?
• Prepayment meters
• Energy efficiency
• Raising a complaint
• Service with Respect

Keeping our promises

• Guaranteed Standards of Performance
• Site access
• Treating customers fairly
• Quarterly performance reporting

Legal stuff

• Terms and conditions
• Website and App – terms of use
• Business terms and conditions
• Export tariffs - Terms and conditions
• Electric Universe terms and conditions
• Privacy policy
• Modern slavery statement

Keeping everyone safe

• Our Covid-19 risk assessment for Octopus Energy Services
• Covid-19: Ensuring safe smart meter installations