Our smart metering customer commitments. Helping our customers. We re on it.

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1 Our smart metering customer commitments Helping our customers. We re on it.

2 Smart and simple We re committed to putting you first at every stage of our smart metering service. From 2015, the Government wants all energy companies to fit smart meters in customers homes. They have so many benefits we don t think you should have to wait until 2015, so we re fitting smart meters right now for free. We know you may have a few questions about getting smart meters installed and we want to help. So we ve created these commitments so you know what to expect from us. Customer service We ve set up a dedicated smart metering centre so we can bring you the very best customer service. Our Smart Metering Centre of Excellence customer service advisors are all fully trained so they can answer any questions and make sure your installation goes smoothly. They ll also help you to get the most out of your smart meters and smart energy display. What is a smart meter? They re a new type of meter that replace the ones you ve got now. Smart meters use the same kind of technology as mobile phones so they ll send us your readings automatically. We ll also give you a smart energy display that can sit somewhere handy like your kitchen or lounge. It will show you how much energy you re using right now and over time, so you can spot where to make savings.

3 Commitment 1 We ll take every care with your installation We offer a range of appointment times to suit you. And because your time is precious, we ll text you two days before to remind you we re coming and call you when we re on our way. We are compliant with the Smart Metering Installation Code of Practice the industry standard for smart meters. That means you can expect a high standard of service from our technicians. We re happy to arrange your installation through a family member or friend if it s easier for you - just ask. Your peace of mind is important to us. If you re concerned about security, please ask us to set up a password for your technician to quote when they arrive at your home. Our technicians always carry photo ID cards but if you have any doubts about their identity, please call us on We promise to leave your home as we found it. Our technicians will protect your home by wearing shoe covers, using dust sheets and making sure the area is left clean when they ve finished. The installation was booked at a time convenient to me. The chap who installed it arrived on time, worked quickly and cleanly and was polite. When he left I felt confident he had done a good job.

4 Commitment 2 We can offer you help and energy advice Once our technician has fitted your smart meter, they will set up your smart energy display and show you exactly how it works so you can start tracking your energy usage straight away. You ll also be given an easy to use guide for your display. If you re looking for other ways to save energy, our technicians and customer service advisors can offer you free advice to help you use no more than you need. You can also find energy saving advice online by visiting our website eonenergy.com/savingenergy If you d prefer not to have smart meters installed yet, please let us know. If you change your mind later on, just give us a call and we can arrange an appointment for you. We liked the way that the installer dealt with us, he carried out a professional, competent job in a pleasant manner. I was concerned he might try and sell us some related products but he didn t.

5 Commitment 3 We ll give you the best possible service We have been with E.ON for some time now and find that their service is good and when we were looking to change our tariff they gave us a few different options to choose from that might suit us. Although we ll no longer need to read your meter, we ll still visit you from time to time to check your smart meters are working correctly and safely. You can stay on your existing tariff or choose a new one. Our trained advisors will listen to what you want, offer expert advice and explain all the tariff options clearly. And you can trust us to be open about any charges that might apply if you change tariff. You ll be free to move energy supplier at any time but if you move, you could lose some smart functions and go back to having your meters read or getting estimated bills.

6 Commitment 4 Putting you in control of your bills We ll give you a free smart energy display that lets you track your energy usage and costs. This could help you to spot where you could use less energy in your home and reduce your bills. You ll also receive clear and accurate bills*, so together your smart meters and smart energy display will make it easier for you to budget for your energy costs. If you d like to find out about other ways you could save energy and money, visit our Saving Energy page on our website eonenergy.com/savingenergy. There you can find some great tips to help lower your energy bills, from small simple changes to bigger energy saving home improvements. And if you sign up to manage your E.ON account online, you can use the Saving Energy toolkit to see how much energy you use compared to similar customers homes in your area. I was sceptical at first about the meter and was informed by your technician that it would change the way I used my gas/electric. I find now that equipment that was once left on standby is now unplugged from the mains. I have even turned down the power setting on the fridge/freezer. *You may receive an estimated bill if there is a price change, or if you change to a different tariff and we can t get a meter reading on the day that you switch.

7 Commitment 5 Protecting your personal data All the information from your smart meters will be sent to us securely and stored safely. We ll use encryption, controlled access and other security measures to protect your data. When we arrange your appointment, we ll let you choose how much data we collect from your smart meters each month and talk you through how we ll use it. We ll send you written confirmation of your preferred data collection option. You re free to change your data preferences at any time, by either logging into your online account or by giving us a call. Occasionally we may need to collect readings from your meter in real time to help resolve any queries or issues on your account. We won t sell the data from your smart meters to any other companies, and will only share it with third parties if you ask us to. If you have any concerns around how we will use your data, please give us a call and we ll happily talk you through it. I need to understand where the data goes and what it may be used for.

8 Commitment 6 Doing our bit for the environment We ll plan our installations as efficiently as we can to reduce our travel times and fuel emissions. If there s a problem during your installation, we ll do everything we can to resolve it there and then so we don t need to arrange another visit. When they ve finished, the technician will take away your old meters to be recycled. Although it s your choice how we communicate with you, we ll always try to make our information available online or by , helping us use less paper. The service has been 1st class and they appear to be ahead of the game trying to help customers save energy and caring for the environment. E.ON Energy Solutions Limited Registered Office: Westwood Way Westwood Business Park Coventry CV4 8LG Registered in England and Wales No eonenergy.com How to get in touch For more information about smart meters, visit our website eonenergy.com/smart or call us on SMCC/10/13