Prepayment Meters (“Pay As You Go”) - ScottishPower · PDF file5.2 Emergency Credit Prepayment Meters (“Pay As You Go”) 12 ... this is equivalent to the standing charge paid

A ScottishPower Charter

Prepayment Meters(“Pay As You Go”)A ScottishPower Charter

Prepayment Meters (“Pay As You Go”) A ScottishPower Charter

This charter tells you what you need to know about using a prepayment meter to pay for your electricity or gas.

IntroductionPage 1

Section Contents Page

1 What You Can Expect From Us 2

2 What You Can Do to Help 3

3 Things You Need to Know About Prepayment (“Pay As You Go”) 4

3.1 What is Prepayment? 4

3.2 What are the Pros and Cons of Prepayment? 5

3.3 How do I get a Prepayment Meter? 6

3.4 What Happens During Installation 7

4 Operating Your Prepayment Meter 8

4.1 Where to Buy Credit 9

4.2 How to Credit Your Meter 10

5 Special Circumstances 11

5.1 Paying off Debt Through Prepayment Meters 11

5.2 Emergency Credit Prepayment Meters (“Pay As You Go”) 12

5.3 What to Do if Your Supply Has Stopped 12

5.4 Moving House 13

5.5 Self Disconnection 14

5.6 Payment Difficulties 15

6 Leaving the Prepayment System 16

6.1 Refunds 17

7 Faults and Emergencies 18

7.1 Lost Keys and Cards 18

7.2 Faults & Emergencies 19

8 Some Sources of Independent Advice 20

9 What to Do If We Get It Wrong 21

As a prepayment customer, you can expect us to:

• Provideimpartialinformationontheadvantagesanddisadvantages of prepayment.

• Giveyouhelporadviceifyourprepaymentmeterorpaymentdeviceisfaulty.

• Provideyouwithinformationonprocedures,conditionsandtimescalesforremoving or resetting your prepayment meter.

• Takestepstoresetyourprepaymentmeterwithinareasonableperiodoftimeafterapricechange,orachangetotheinstalmentsyoupay.Somemeters canbere-setremotely,buttoadjustothersweneedtovisityourhome.Youshouldletushaveaccesstoyourmeterwhenwevisit.Ifyoudonot,youmaybepayingmorethanyouneedtoorincurringadebt,whichyouwilllaterhaveto repay.

• Fitaprepaymentmeter,ifyouaskus,providedwecanputthemeterinasafeand suitable place.

• Provideyouwithalistofoutletswhereyoucanbuycreditforyourprepayment meter if you ask us.

Prepayment can also be useful if you have been finding it difficult to payyour energy bills. If this applies to you, here are some other things we can do:

• Ifyouoweusmoney,wemayoffertocollectpaymentstowardsthedebtthrough a prepayment meter at a rate agreed between us and you.

• Ifyouoweusmoneyandagreetohaveaprepaymentmeterinstalled,wewillnot disconnect your energy supply.

• Ifyouhaveapoorpaymenthistorywithus,wewillprovideyouwithanenergysupply,providedyouuseaprepaymentmeter.

• Wewillgiveyouemergencycreditonyourprepaymentmeterthatyoucanuse in genuine emergencies and pay back later.

• Wewillgiveyoufreeadviceonhowtouseenergymoreefficientlytotryandreduce your energy bills.

1. What You Can Expect From Us


Section 1 What You Can Expect From Us

Page 2

As a Prepayment customer, you can help us keep your account in order by:

• BuyingcreditforyourprepaymentmeteratselectedPostOfficesandPayPointoutlets,whichincludearangeofshopsandsomepetrolstations.

• Lookingafterthekeyorcardforyourprepaymentmeterandonlyusingyourpersonal key or card to buy credit.

• Contactingusrightawayifyourkeyorcardislost,stolenordamaged.

• Makingsureyourprepaymentmeterstaysincreditandrepayinganyemergency credit you use.

• Puttingenoughcreditintoyourprepaymentmetertocoverthecostofyourenergy,theservicecharge,plusanydebtrepaymentsyouagreewithus.

• Lettingourmeterreadersoragentsintoyourhomeatallreasonabletimestocheck,read,recalibrateormaintainyourprepaymentmeter.

• Ensuringyourprepaymentmeterisnotdamagedortamperedwithinanyway.

• Callingusrightawayifyoususpectyourmeterorotherequipmenthasbeendamaged or tampered with.

• Callingusassoonaspossibleifyouthinkyourmeterhasdevelopedafault.

• Tellingusifyouareplanningtomovehome.

2. What You Can Do to Help


Section 2 What You Can Do to Help

Page 3

3.1 What is Prepayment?

Page 4 Prepayment Meters (“Pay As You Go”) A ScottishPower Charter

Prepayment lets you pay for your electricity or gas as you go instead of paying monthly orquarterlybills.

Yougetakeyorcardthatisuniquetoyouandyourmeter,whichyoutopupwithcreditatselectedPostOfficesandPayPointoutlets,including a range of shops and service stations.

Many customers find prepayment makes it easier to budget for their energy needs alongside other household bills.

When you credit your meter, you pay for:

• Yourelectricityorgas;and

• Asmalldailyservicechargefortheprovisionofyourmeter– thisisequivalenttothestandingchargepaidbyquarterlycashand direct debit customers and is also known as the “daily charge” and the “fixed charge”.

• Aprepaymentmetercanalsobesettocollectmoneyyou owefrompreviousbills,atarateagreedbetweenyouandScottishPower.

3 Things You Need to Know About Prepayment (“Pay As You Go”)

Section 3 Things You Need to Know About Prepayment (“Pay As You Go”)


Some of the advantages of prepayment include:• Usingaprepaymentmeterallowsyouto“PayAsYouGo”.Itcouldhelpyou

budget for your gas or electricity and keep track of how much you’re spending on energy.

• Ifyouarehavingdifficultypayingforanelectricitybill,aprepaymentmetercanbe set to pay the money you owe at a fixed amount each week.

• Ifyoucan’tgetanenergysupplyduetoapoorpaymentrecord,aprepaymentmeter can be installed to provide you with a supply of electricity or gas.

• Youwillhaveanemergencycreditfacilitytouseingenuineemergencieswhenyoucan’tgettotheshopstobuycredit,butremember–ifthisrunsoutyouhaveto pay it back AND top up with normal credit to get the supply back on.

• Youcanbuildupcreditonyourprepaymentmeteroverthesummertotryandreduce the amount you have to spend in winter.

3.2 What are the Pros and Cons of Prepayment?



The potential disadvantages of prepayment include:• Youhavetobeabletovisitaretailoutlettobuycreditandyoumustkeepyour

prepaymentmeterincredit,oryoursupplywillstop.

• Youcanrequesttheremovalofaprepaymentmeteratanytime.Wemaycarryoutacreditsearchwhenyourequestameterexchange.Youwillneedtopayany outstanding arrears as well as the cost of the meter exchange. In some circumstancesasecuritydepositmayalsoberequired.

• Youarelikelytoneedtobuymorecreditinwinter–whenitiscolderanddarkeryourenergyuseisexpectedtobehigher.Ifyou’reonalowincome,spreading payments evenly through the year on an instalment scheme may be more suitable for you.

• Ifyourmeterisnotre-setfollowingapriceincreaseorchangeinyourinstalments,debtcanbuildup,whichyouwillhavetorepay.Youmustallowus access to the meter to reset it at all reasonable times.

• Ifyouhavesightdifficultiesorotherspecialneedsyoumightfindaprepayment meter difficult to use.

• Payingbyprepaymentcanbemoreexpensivethanotherpaymentmethods,such as Direct Debit. Check with us and we’ll tell you whether you’re on our best deal possible for your circumstances.

Ifyouwanttohaveaprepaymentmeterfitted,simplycontactuson 0845 2700 700(linesopenMondaytoFriday8amto7pm,Saturday8.30am to 1pm) and we’ll arrange to visit you. We need to check if there’s enough space in your home to fit a prepayment meter safely and in a place that allows easy access.

It may not be possible to fit a prepayment meter if your existing meter is too high,inaveryconfinedspace,orinsideaunit.

Ifyourmeterisinanawkwardplacethatmakesitdifficultforyoutoread,pleasetell us. We will look at your meter and see if it is possible to move it to a more suitableplace.However,unlessthisisfairlyclosetotheoriginallocation,theremay be a charge.

Whenwefitaprepaymentmeter,wewillmakesurethereissome‘startup’ credit–whichyoupaybacklater–togiveyoutimetogoandbuycredit.

3.3 How Do I Get a Prepayment Meter?



We will contact you to arrange a suitable time to install your prepayment meter. A meter engineer will then visit you at home to carry out the work. He or she will showtheiridentitycard,checkyourdetailsandexamineyourexistingmetertodecide if it is safe and practical to fit a prepayment meter in the same place.

Installationusuallytakesabout20minutes,butthiscanvarydependingontheposition of your existing meter and the type of meter being installed. Before installingtheprepaymentmeter,themeterengineerwillturnoffyourenergysupply.Heorshewillaskyoutoswitchoffanysensitiveelectricalequipment thatcouldbeaffectedbysuddenlossofpower,suchasapersonalcomputer or satellite decoder.

The meter engineer will fit the prepayment meter following strict safety andqualityregulationsandyourenergysupplywillbeswitchedbackon. The engineer will then carry out some tests to make sure the meter is working properly and show you how to use it.

Youmayalsogetabooklettellingyouallaboutyourprepaymentmeter–thismaybegiventoyoubythemeterengineer,orpostedouttoyou.Pleasekeepitinasafeplacetolookatinfuture,asitcontainstheinformationyouwillneedtooperate your meter and advice on what to do if you encounter a problem.

Afterthejobhasbeencompleted,wewillsendyoualetterthatgivesyoudetailsabout the various payments we will be collecting from your prepayment meter and what they are for.

3.4 What Happens During Installation?


There are several different kinds of prepayment meter and the information in this Charter is intended as a general guide only. For specific information on yourmeter,pleaserefertoyouroperatingbookletPrepayment Meters (“Pay As You Go”).

4. Operating Your Prepayment Meter


Page 8 Section 4 Operating Your Prepayment Meter

4.1 Where to Buy Credit


Page 9

Afteryourprepaymentmeterhasbeeninstalled,you need to go to an authorised outlet to buy credit to charge your key or payment card and feed that into your meter.

Wealwaysprovideasmallamountofemergencycredittostartyouoff, but remember you have to pay this back.

You can buy credit for your prepayment meter at a range of local retail outlets, including:• AnywhereyouseetheyellowandpurplePayPointsign(shopsandservice

stations).

• SelectedPostOffices.

Ifyouarenotsurewheretogo,pleasecontactuson0845 2700 700 (lines openMondaytoFriday,8amto7pm,Saturday8.30amto1pm)andwewilltell you which outlets are nearest your home.

To buy credit:• Handyourkeyorcardovertotheassistantandaskfortheamountof

credit you want to buy. Please note there is a minimum charge of £1 for gas. The minimum amount of electricity credit you can buy is £5.

• Alwaysaskforareceiptandifyouhaveakeymeter,checkthatitsays:“Credit Accepted” before leaving the outlet.

• Keepyourreceiptasproofofpurchase.Werecommendthatyoukeepyour receipts until after you have received and checked your next statementfromus,incaseofanydispute.

Section 4 Operating Your Prepayment Meter

Section 4 Operating Your Prepayment Meter


Afteryouhavetoppedupthecreditonyourkeyorcard,youshouldtransferthisto your meter as soon as possible.

Simply insert the key or card into the meter and leave it in place until the display on the meter changes. It should show the amount of credit you are adding to your account and then the total amount of credit that is in the meter. You can then remove the key or card and put it in a safe place. You should only use the key/cardprovidedtoyoubyScottishPower.Ifyouuseanythingelse,forexample,acardbelongingtosomeoneelse,themoneywillnotreachyouraccount and you will build up debt that you will have to repay.

If your meter needs a key or card and you have not received it by the date your meterisduetobeinstalled,oryoursupplytransferred,pleasecontactusandwewill send you one or direct you to an outlet to collect one.

Reading and Re-setting Your Prepayment MeterForakeymeter,wecanre-setitremotelyandwewillnormallyonlyvisityouonceevery two years to read the meter. We also have to reset some types of key meter. You must allow access to the meter to reset it at all reasonable times. We may also change the settings on your meter if the readings show there is an outstanding debt to clear.

Afterwehavereadyourmeterwewillnormallysendyouastatementthatshows:

• Alltheprepaymentmetercharges.

• Theamountyouowe(ifanything)andhowwehaveworkeditout.

• Thefixeddailyservicechargeforyourmeter.

• Acontacttelephonenumberforadviceandemergencies.

4.2 How to Credit Your Meter

A prepayment meter can be set to collect a weekly amount towards any debt you owe as well as the ongoing costs of the electricity or gas you use and the daily service charge.

When we set the prepayment meter to collect debt repayments we will consider how much you can afford to pay and whether you are paying off other debts.

Sometimes if customers owe us money and have been unable to clear the debtthroughotherpaymentplans,wemayinsistoninstallingaprepaymentmeter to avoid cutting off your energy supply. In this case we will contact you beforehand to explain that we want to change your meter.

If you are paying off debt through the prepayment system you will need to make sure you buy enough credit every week to cover the repayment amount as well as ongoing usage.

Ifyouoweusmoneybutdonotwantaprepaymentmeter,youmustcallusto discuss alternative options.

5.1 Paying Off Debt Through Prepayment Meters


Section 5 Special Circumstances

Page 11

5 Special Circumstances



Page 12

Ifyourunoutofemergencycredit,yourelectricitysupply will go off. Press the blue button once and the meter will display the minimum amount of credit top up you need on your key or card to return the meter to normal. Please note that the colour of the main button can vary depending on the type of meter you have.

Sometimes the key or card needs to be in the meter to activate the displays andwithsomemeterstheamountofcreditrequiredisnotalwaysthefirstscreen displayed.

Rememberthatevenwhenyoursupplyisoff,yourmeterwillcontinuetocollecttheservicechargeandanydebtrepayments,soyouwillneedtotopupthe credit on your key or card by more than the minimum amount shown to get your account back into credit. For gas meters the amount used while off supply will be deducted when credit is added to the meter.

While you are responsible for remembering to top up your key or card to ensure youremainincreditandonsupply,weknowthatemergenciescananddohappen,sowebuildinacertainamountofemergencycredittoyourmetertotide you over until you can top up your key or card.

Your instruction booklet explains how to activate emergency credit and how to return your prepayment meter to normal use.

Remember,whenyourmeterisinemergencycreditmode,youareusingelectricity or gas that you have not paid for and you will have to pay it back.

5.2 Emergency Credit Prepayment Meters (“Pay As You Go”)

5.3 What To Do If Your Supply Has Stopped

Moving OutIfyouplantomovehouse,pleasetellusatleasttwoworkingdaysbeforeyoumove.Ifyouarewritingtous,allow10workingdays.

You can call our Homemover team on 0845 2700 700 (lines open Monday toFriday,8amto7pm,Saturday8.30amto1pm)withyourfinalmeterreadings. In some cases we may be able to visit you to read your meter on the day you move.

Ifyoudon’ttellusyouaremoving,beforeyoumove,youcouldhavetopay for energy that is used after you move. This could be up to two days afteryoutellus,orifyoustillhaven’ttoldus,uptothedateofthenextmeterreading,orthedatesomeoneelseentersintoanenergysupplyagreement at your old address.

Donotleaveyourpaymentcardforthenextoccupant,asthesearepersonaltoyouraccount.However,doleaveyourprepaymentkey,ifyouhaveone,asitcannotbeusedinanyothermeter.

Moving InContactussevenworkingdaysbeforeyoumoveintoyournewhome, so we can make sure your electricity or gas supply is connected. If you are writingtous,allow10workingdays.Ifyouhaven’tmadeanarrangementwithusbeforeyoumove,youmusttelluswhenyoustartusingenergyatyour new home. You can contact us on 0845 2700 700 (lines open MondaytoFriday,8amto7pm,Saturday8.30amto1pm).

If your new home has a prepayment meter that you want to use and we arethesupplier,pleasecontactus.Iftheprepaymentmeterinyournewproperty is off supply we will send you a new key or card by first class post. We can arrange a next day delivery for a fee.

Tell us right away if you receive a bill with the wrong name or address on it–youarenotresponsibleforpayingabillforenergyconsumedbyaprevious tenant at your address.

5.4 Moving House



Page 13

If you don’t buy enough credit to cover the gas and electricityyouuse,theservicechargeandrepaymentstowardsanydebtyouowe,yoursupplywillbecutoff.Thisiscalled‘self-disconnection’.

Please tell us if you are self-disconnecting as we may be able to help you.For example:

• Wecantellyouaboutalternativepaymentschemes.

• Wemaybeabletochangetheamountyouarepayingeveryweektowardsdebt repayment.

• Wecangiveyouadviceonhowyoucouldreducetheamountofenergy you use.

• Wecanreferyoutoanotherorganisationwhocouldhelpwithmanagingdebtand maximising benefits income.

We want to avoid cutting off your electricity or gas supply where possible.

Please tell us if:

• Youoranyoneinyourhouseholdhasalong-termillnessorseveredisabilitywhich means you or they need a constant supply of electricity.

• Anyoneinthehouseisofpensionableage,ischronicallysickorhasadisability.

• Youhavespecialneedsorarefacingparticularfinancialdifficulties.

• Ifyouwillbeawayfromhomeforalongtime-onholiday,inhospitalorbecauseofwork,forexample.

• Inthesecaseswewilltrytomakearrangementsthatavoidcuttingoffyourelectricityorgassupply.Yoursupplymaybecutoff,however,ifyoucanafford to pay but won’t.

5.5 Self Disconnection



Page 14

If you are having trouble paying for your electricityorgas,pleasetellusandwewilldoour best to help. You may find our Warmth Without the Worry booklet useful.

This booklet is available in the Customer Services section of our website at www.scottishpower.co.uk and we could help you reduce the amount of energy you use. We can also refer you to organisations that offer independent money advice. Please see our Charter on Your Gas and Electricity Billing available on our website at www.scottishpower.co.uk/customer-charters

Further reference to independent sources of help and advice are availableonourwebsite:www.scottishpower.co.uk/usefulcontacts

5.6 Payment Difficulties



Page 15

The conditions for removing a prepayment meter will depend on individual circumstances.

Youcanrequesttheremovalofaprepaymentmeteratanytime.Wemaycarryoutacreditsearchwhenyourequestameterexchange.However,we may ask you for a cash deposit from you before we let you change the way you pay. The amount we ask for will not be unreasonable and will be refunded in full (plus interest and minus tax) after you have made all paymentsontimeoverayear.Formoreinformation,pleasecalluson0845 2700 700(linesopenMondaytoFriday,9amto7pm,Saturday,8.30am to 1pm).

Youmayalsoberequiredtopaythecostsofthejobtoremovetheprepayment meter. This cost will not be unreasonable and will only cover the cost of the visit to change your meter. We will advise you of this cost before we agree to remove the prepayment meter.

You can also opt out of prepayment if:

• YouwanttochangetopayingthroughtheFuelDirectschemeandareaccepted for this by the Department for Work and Pensions.

• Youhavespecialneedsandprepaymentisunsuitableforyou.

• Youarechangingtoadifferentsupplier.Ifyouhavenooutstandingdebt,youshouldcontactthemforanewcardorkeyanduseyouroldoneuntilitarrives.However,ifyouoweusmoney,wemayobjecttoyou changing supplier until after the debt has been cleared.

6 Leaving the Prepayment System


Section 6 Leaving the Prepayment System

Page 16

Before you leave the prepayment system we will need a final meter reading to balance your account. Wewilltellyouwhetheryouhaveanythingtopay,orifweoweyouarefund.Ifyouareowedarefund,wenormallyusethistoreduceyournextbill.However,ifyouwouldlikethemoneyrefundedtoyou,pleasecontact us. If you are changing supplier the money will be refunded to you automatically.

Removing the Prepayment MeterWe will try to change your meter from prepayment to a credit meter within 10 working days of agreeing the change.

6.1 Refunds


Section 6 Leaving the Prepayment System

Page 17

If you lose or damage your prepayment key or card you will need to contact us to arrange areplacement.Todothis,pleasetelephoneus on 0845 2700 700 (lines open Monday to Friday,8amto7pm,Saturday8.30amto1pm). We will discuss delivery arrangements or for you to pick up a card/key at an outlet.

Theremaybeafeetopayforanewkeyorcard.However,ifyourcardorkeyisfaultyandyoureturnthistous,we’llreimbursethefee.

If you are off supply due to a lost card and you have special needs or areelderlyandareunabletovisitanoutletorwaitforadelivery,tellus right away and we will try to arrange a visit to get you back on supply. When we visit we will give you a small amount of emergency credit,whichyoupaybackthroughyourmeter.

7.1 Lost Keys or Cards


Section 7 Faults and Emergencies

Page 18

7 Faults and Emergencies

Ifyourprepaymentmeterdevelopsafault,please contact us on 0845 2700 700 (lines openMondaytoFriday8amto7pm,Saturday8.30am to 1pm).

Ifyourmeterisnotoperatingeffectively,andaffectingyoursupply,wewillarrangetovisityouwithinthefollowingtimescales:

Electricity Ifyoucallusbetween7amand7pmfromMondaytoFriday,orbetween9amand5pmonaSaturdayorSunday,wecannormallyvisit you within three hours on week days and four hours at weekends.

Gas Ifyoucallusbetween8amand8pmfromMondaytoFriday,orbetween9amand5pmonaSaturdayorSunday,wecannormallyvisit you within four hours.

However, if you smell gas or think you have a gas leak:

• Callthe24-hourGasEmergencyServiceon0800111999.

• Turnoffthegasimmediatelyattheemergencycontrolvalvebythe meter.

• Openallwindowsanddoors.

• Donotuseelectricalappliancesornakedflames.

Ifyouhavespecialneeds,wewillarrangetovisityouassoonaswecan.

Youwillnothavetopayforourvisitifyourmeterisfaulty,butwe will charge you if you have simply not bought credit for your meter. We can arrange to collect this charge through your prepayment meter.

7.2 Faults & Emergencies


Section 7 Faults and Emergencies

Page 19

Note:Interferingwithmeteringequipmentisacriminaloffenceandcankill.If you tamper with your electricity or gas meter you will not be covered by the conditions explained in this charter.

Citizens Advice Bureau - ScotlandTelephone:0808 800 9060LinesopenMondaytoFriday9amto8pm,Saturday9amto3pmWebsite:www.cas.org.uk

Citizens Advice Bureau – EnglandTelephone: 0844 411 1444LinesopenMondaytoFriday9amto8pm,Saturday9amto3pmWebsite:www.citizensadvice.org.uk

Citizens Advice Bureau – WalesTelephone:0844 477 2020LinesopenMondaytoFriday9amto8pm,Saturday9amto3pmWebsite:www.citizensadvice.org.uk

National DebtlineTelephone:0808 808 4000LinesopenMondaytoFriday9amto9pm,Saturday9.30amto1pmWebsite:www.nationaldebtline.co.uk

Consumer Credit Counselling ServiceTelephone:0800 138 1111LinesopenMondaytoFriday8amto8pm,Saturday9amto3pmWebsite:www.cccs.co.uk

8. Some Sources of Independent Advice


Section 8 Some Sources of Independent Advice

Page 20


Section 9 What to Do if We Get it Wrong

Page 21

We want to provide you with the best possible service at all times. However,ifwehavemadeamistake,oryouareunhappywithanyaspectofourservice,pleasetellus–wewilltrytoputthingsright.Youcanemail,telephoneorwritetous.

Phone:0845 2700 700

Minicom:0800 027 8899LinesopenMondaytoFriday8amto7pm,Saturday8.30amto1pm.

E-mail:[email protected]

Writetousat:ScottishPower Customer Services,Cathcart Business Park, Spean Street,Glasgow, G44 4BE

Forfurtherdetailsonourcomplaintsprocess,pleaseseeourCharter on Handling Your Enquiry or Complaint available on our website at www.scottishpower.co.uk/customer-charters

9. What to Do if We Get it Wrong

If you would like more information about this charter contact our CustomerServiceteamon:

0845 2700 700ScottishPower Customer Services, CathcartBusinessPark,SpeanStreet,

Glasgow,G444BE

www.scottishpower.co.uk

SCP3734 AUGUST 2012

Documents

Prepayment Meters (“Pay As You Go”) - ScottishPower · PDF file5.2 Emergency Credit Prepayment Meters (“Pay As You Go”) 12 ... this is equivalent to the standing charge paid