Renewals 2024

When does a customer receive the End of Contract (EOC) letter?

• 12 months before their contract ends.

• 30 days before their contract ends.

• 7 days before their contract ends.

• 53 days before their contract ends.

What is the purpose of the ‘renewals window’?

• To allow customers to make a decision about renewing or switching before their contract ends.

• To automatically extend the customer’s current contract

• To prevent customers from switching suppliers until their contract ends.

• To encourage customers to sign up for a new fixed plan immediately.

What happens if a customers does not renew their contract before it ends?

• They are automatically disconnected from the energy supply.

• They are rolled onto the Simpler (variable) plan.

• Their contract is extended by an additional 12 months.

• They are switched to another supplier without fees.

What happens if a customer moves into a property supplied by OVO and chooses a fixed plan within 28 days?

• They are renewed onto the fixed plan from their move-in date.

• They are placed on the Simpler plan permanently.

• They are required to pay a leaving fee.

• They are automatically transferred to a government tariff.

Before renewing a customer onto a fixed plan, which of the following must you confirm with the customer as part of the renewal commandments?

• The name of the plan, contract length, and unit rates (with or without VAT).

• Their annual consumption figures (kWh) and estimated annual cost.

• The 14-day cooling-off period, payment method, and any exit fees or discounts.

• All of the options.

When discussing smart meter reads and settlement consent during a renewal, what must you explain to the customer?

• Settlement consent must match the frequency of their billing reads.

• Customers must provide consent for settlement reads and can choose between half-hourly or daily options.

• Settlement consent can only be recorded online by the customer.

• Customers must agree to monthly settlement reads for compliance purposes.

How does the Price Promise benefit customers who renew their contract before it ends?

• Customers will automatically receive lower rates if prices drop before their new contract starts, without needing to contact OVO.

• Customers are always informed of price changes before they happen.

• If the customer's new contract hasn’t started and rates drop, they must contact OVO to request the lower rates.

• The Price Promise ensures customers won’t see any changes to their rates until they contact OVO, regardless of price changes.