Energy through ACN in partnership with First Utility Order Process Guide

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Alberta Wood
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1 Energy through ACN in partnership with First Utility Order Process Guide 1

2 ORDER PROCESS Step 1: IBO to complete Registration Step 2: IBO to complete training and online test Step 3: Customer to choose a tariff and complete the online order If the IBO has a potential customer that is older than 69, they should follow the steps on page 21. 2

3 3 Step 1: IBO to complete Registration

4 Step 1: IBO to complete Registration In compliance with Great Britain s Energy law and First Utility s supplier license obligation and standard codes of practice, the IBO must register, complete the online training, undertake the online test and agree to comply with both the Energy Code of Conduct and the Data Sharing Agreement before being able to promote Energy products and services in Great Britain on behalf of First Utility. In order to be fully prepared to register, the IBO will need to have ready the following information: - First Name(s) / Surname - Date of Birth - National Insurance number - Full United Kingdom address details (for the last 3 years) - Nationality - If not an EC citizen, must provide a work permit. (The Asylum and Immigration Act 1996) - Details of any prior criminal convictions - Copy of your current passport. Once the registration form including a copy of your passport has been received and accepted, First Utility will process your registration and send you the training link. Please allow up to three working days for this. 4

5 Step 1: IBO to complete Registration Important notes before proceeding with the order process: In order for ACN IBO s to be able to register customers with First Utility they must complete the Registration and Training phases beforehand. If ACN IBO s fail to do so they will not be able to successfully complete customer applications and will not be allowed to promote First Utility s services. The training link could take up to 3 working days to be sent and will only be sent once the answers to any registration clarification s have been received. The training slides can be reviewed when taking the test. If ACN IBO s fail a test they will have to wait for up to two (2) working days before they can retake it (the first working day is the day after they have failed the test). ACN IBO s have only four attempts to successfully complete the online test. If the test is failed four times, ACN IBO s will not be able to become fully qualified to promote First Utility s products. Take care to read the questions in the test, pay particular notice to questions which have more than one answer. 5

6 Step 1: IBO to complete Registration On the Products section of IBO Back Office, under 'ACN Energy, click on First Utility Online Registration 6

7 Step 1: IBO to complete Registration Fill in the mandatory fields and complete registration by clicking on Submit. 7

8 Step 2: IBO to complete training and online test 8

Step 2: IBO to complete training and online test You will receive an email with a 'private' training link after you have accurately completed the registration.

9 Step 2: IBO to complete training and online test You will receive an with a 'private' training link after you have accurately completed the registration. That link will contain the training modules and the online test. Please be advised that the training link could take up to 3 working days to be sent and will only be sent once the answers to any registration clarification s have been received. 9 Please study the modules carefully. If the test is failed (with a maximum of four times), the next opportunity to retake it will be in 2 working days.

10 Step 3: Customer to choose a tariff and complete the online order 10

11 Step 3: Customer to complete the online order Fill in the Reference field with your ACN IBO s Business ID and click on Submit The only information required on the first screen is the IBO s Business ID in order for First Utility to know who to assign the order to 11

12 Step 3: Customer to choose a tariff to suit their needs Complete the details to get a quote 12

13 Step 3: Customer to choose a tariff to suit their needs You will receive a list of available tariffs that you can select 13

14 Step 3: Customer to complete the online order You will need the current supplier s bills to find the MPAN and MPRN Red stars indicate required fields 14

15 Step 3: Customer to complete the online order You need to move to the Dual Fuel tab 15

Step 3: Customer to complete the online order You need to enter both the MPAN and MPRN The MPAN will appear on your electricity bill in this format, you only need to input the 13 digits

16 Step 3: Customer to complete the online order You need to enter both the MPAN and MPRN The MPAN will appear on your electricity bill in this format, you only need to input the 13 digits from the bottom line (e.g ) Example: 01 S The MPRN will appear on your gas bill in this format, you need to input all the digits Example:

17 Step 3: Customer to complete the online order You will then get the option of choosing the tariff you want from the available list 17

18 Step 3: Customer to complete the online order The customer s attention should be drawn to the information at the bottom of the screen before they select their tariff 18

Step 3: Customer to complete the online order forms When entering personal information, bear the following in mind: The first name provided should be a full first name for credit checking (e.g. William not Bill ) and use the official surname even if this is not normally used.

19 Step 3: Customer to complete the online order forms When entering personal information, bear the following in mind: The first name provided should be a full first name for credit checking (e.g. William not Bill ) and use the official surname even if this is not normally used. The Date of Birth is required for credit checking. If the customer has been at their current address for less than three (3) years, more information will be required. 19

20 Step 3: Customer to complete the online order The customer will be able to double check their details 20

21 Step 3: Customer to complete the online order After the customer signs up, they can cancel within the 14 calendar days cooling-off period. Within Week 1: First Utility will send a confirmation and verify the address provided. First Utility might call the customer to confirm the order. Week 2: At the end of the cooling off period, First Utility will start the transfer of supply by registering the customer s property. The transfer takes around four (4) to six (6) weeks. Week 5 to 7: Five (5) days before the transfer, First Utility will ask for meter readings (this helps ensure that the customer receives an accurate final bill from their previous supplier). Within 6 weeks of the transfer: First Utility will issue the first bill, then monthly bills will be issued thereafter. Energy Saving Plan: Once on supply, First Utility will register the new customer on their my:energy programme. 21

22 Signing up a potential customer older than 69 To gain approval to promote First Utility s products to customers over the age of 69, the IBO must follow the below steps: 1) The IBO must complete the Over 69 Enquiry Form, available in the Products section on IBO Back Office 2) The IBO must submit the completed form via the contact form 3) First Utility will call the customer to confirm they know the IBO and that they are happy to register 4) First Utility will the outcome to the IBO to give them approval to promote to the customer Important notes If a friend or relative deals with the customers utility bills on their behalf, the IBO must submit a letter of authority via the contact form together with the Over 69 Enquiry Form. This MUST be signed by the customer and include the full name of the person they would like us to discuss their supply with. First Utility will then call this person and follow the same process as above The customer must have a good understanding of English Whilst the IBO may think that an individual aged 69 or over is capable of making a decision, the IBO may risk complaints about exploitation. The IBO must ensure that they have prior approval before promoting First Utility s products to anyone over the age of 69 If the IBO does register a customer before they have been given permission to do so, the registration will be cancelled 22

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DATA PROTECTION AND PRIVACY POLICY Data Protection Act London Capital Group (Cyprus) Limited (LCG) may process information relating to you, including holding such information in a manual format or electronic