Octopus Energy Updates to Terms and Conditions

Summary of Changes for Octopus Energy Limited - General Terms and Conditions for energy supply for Domestic Customers v3.7-v3.8.

• Section 2.3.1 - explaining why we need meter readings (to provide an accurate bill) but if we don’t have a valid meter reading - we have to use an estimate instead.
• Section 3.3 - Explaining that if a customer is on a deemed contract with OEL there may be better tariffs available for them, and to see the website for more information.
• Section 3.4 - Explaining that there is no exit fee if a deemed contract with OEL ends for any reason.
• Section 5.3 - explaining that the cooling off period is 14 days and if a customer switches suppliers within those 14 days - no exit fee will be charged.
• Section 5.4 - explains when an exit fee will apply and if it does, this will be communicated when the customer signs up to the tariff.
• Section 5.5 - explains what actions the customer can take where they cancel their contract within the cooling off period, and we have already begun to supply.
• Section 8.8 - added an explanation of how we work with information we’re provided when establishing a customer’s ability to pay by an instalment arrangement when they have a traditional prepayment meter or smart meter in prepayment mode.
• Section 9.1.13 - clarified that we will not object to a customer switching suppliers when they miss a payment to us if they have a prepayment meter or their new supplier has agreed to take on their outstanding balance.
• Section 9.2 - explaining that a customer can contact us if they’re having trouble paying their bills and we will try to assist them - notifying the customer that they can pay for their energy directly from their government benefits and that we will take reasonable steps to ascertain the customer's ability to pay.
• Section 9.3 - explains that any credit on this or other energy contracts can be used to settle debt on this/other contracts.
• Section 9.5 - explains that any actions we take to recovery debt owed to us will be proportionate to the amount owed by the customer (ie: install an involuntary prepayment meter, i.e. warrant or remote switching)
• Section 10.1 - grammatical changes
• Section 10.2 - explaining that we will inform customers of changes to these T&Cs if the change is material.
• Section 10.4 - explains that changes to a customer’s payment method does not constitute detrimental changes.
• Section 10.5 - added to explain that section 10.4 (where you can switch suppliers or end and start a new contract with us without a penalty) does not apply to the end of a fixed rate tariff.
• Section 11.1 - clarifies that a customer may end a contract with advanced notice if section 12.1 does not apply, if they meet the criteria listed in section 11.1.
• New sub-clause 11.4 and 11.4.1 added to comply with supply licence conditions 27.17 and 27.18. This clarifies that if a customer leaves us/the contract ends we’ll try to send their final bill within 6 weeks and if we received new information which means their final bill is wrong then we’ll send them an updated bill as soon as we can.
• Section 12.1.3 - added to allow us to be able to roll a customer on a Smart Fixed tariff onto the Smart Variable tariff if similar in price to their Smart Fixed Tariff.

You can read Octopus Energy’s terms and conditions, version 3.8 here. If you have any questions or concerns please contact us.