Updating our Ts&Cs
We’ve been making some changes here at OVO to make our legal information more accessible and easier to understand. You’ll still get friendly service, at least 33% renewable electricity, and great prices you expect from us – we’ve just given our small print a spring clean.
So what’s changed?
Clearer rules around switching to a PAYG plan
If you have a prepayment meter, or your smart meter is switched from credit to prepayment mode, Section 6.8 is relevant to you.
Credit checking for new and existing customers
We might run credit checks to make sure you’re on the most appropriate plan for your circumstances. See section 9 for more information.
Your supply start date may be delayed if you don’t provide all the info we need when you switch, when asked.
What we expect of you
We’ve added information about what you’ve agreed to, including:
- Keeping your contact details up to date – including your phone number and email address. Read in full in section 2.
- Managing your account online – to get the Online Account Management Discount as a pay monthly customer, you’ll receive all communication from us electronically, and manage your account using the app or My OVO. More details in section 14.
- Your meter – your responsibilities for metering equipment and allowing access when we need to check that all is OK. Read more in section 6.
- If you leave – we’ve made it clearer what you need to do, including settling debts and providing final meter readings.
Switching suppliers when you’ve built up a debt
If you want to switch to a new supplier, but you’ve built up an energy debt, we’ve updated our rules so you can take up to £500 of debt if you have a Pay As You Go Meter. We’ve also clarified the rules for customers who pay by Direct Debit.
There’s also a helpful independent guide here.
Costs and charges
Some costs and charges have been removed, and some have changed.
We’ve added details of the occasions where we may make extra charges for services like replacing lost energy keys and cards, or changing the position of your meter.
Full details are available in our Energy Charges List.
Being clear on prices
- We’ve made things clearer(see section 18) on when and where we might change prices if you’re on a fixed plan (Greener Energy or Better Energy).
- We’ve introduced exit fees on some plans, your contract will confirm if you have them or not
- If you decide to switch suppliers, but we’ve had to ask you to stay and pay off a debt, we’ll hold to the price you’d previously agreed for 30 days while you pay the money you owe us and start a new switch. Details in full in section 17.
Added info on our complaints process
It’s easy to find out what to do if things aren’t right in full here.
Getting a refund
If you’ve switched to a new supplier, there’s more info on how we issue your final refund – learn more.
What happens next?
If you're happy with these updates, there’s nothing you need to do – just be aware that the new policies, terms and conditions apply from 27 June 2016.
If you’re not happy with the changes, you can leave without paying exit fees before 27 June 2016. To do this, choose a new supplier and ask them to switch.