General Terms & Conditions Update

As a growing business, we sometimes have to make minor changes to important things to ensure the smooth running of our business. We recently made a few changes to our General Terms & Conditions (T&Cs).

There is nothing for you to worry about and it’s likely that you won’t even notice a change. However, for your information, below you will find a breakdown of each change. The text in red highlights the change between the previous and new Terms & Conditions:

 

 

Location of Change

Previous
(Terms and Conditions May 2014)

New
(Terms and Conditions May 2016)

Summary of change

GENERAL (1.6)

If you have any complaint about the services provided under the Contract you should in the first instance write to us at the registered address, contact us by
e-mail at info@cooperativeenergy.coop
or telephone us on 0800 954 0693. Our complaints process is available on our website at http://www.cooperativeenergy.coop/help-advice/making-a-complaint/

If you have any complaint about the services provided under the Contract you should in the first instance write to us at the registered address, contact us at www.cooperativeenergy.coop/customer-service/contact-us/ or telephone us on 0800 954 0693. Our complaints process is available on our website at http://www.cooperativeenergy.coop/help-advice/making-a-complaint/

Change to the method of contact

DEFINITIONS (2.1)

Welcome Letter means the letter we may send to you (by post or e-mail) to confirm the terms and conditions of the Contract which are not set out in these General Terms.

Welcome Letter means the letter we may send to you (by post or electronically) to confirm the terms and conditions of the Contract which are not set out in these General Terms.

 

Change from term 'e-mail' to 'electronically'

DEEMED CONTRACT
(5.3 (ii))

the supply of Energy to the Address is otherwise cut off (for example because you have failed to pay Charges or no longer need a supply), but you continue to be responsible for paying all Charges that become due under the Contract.

the supply of Energy to the Address is cut off, but you continue to be responsible for paying all Charges that become due under the Contract.

 

Removal of example

YOUR RIGHTS OF CANCELLATION

(7.1 (i))

sending an e-mail to us at info@cooperativeenergy.coop;

contact us at www.cooperativeenergy.coop/customer-service/contact-us/

 

Change to the method of contact

YOUR RIGHTS OF CANCELLATION

(7.1 (iii))

where we have provided you with a cancellation form, completing and returning either by e-mail or post, a completed cancellation form to us.

where we have provided you with a cancellation form, completing and returning it to us either by
e-mail or post.

 

Removal of repeated instruction

PAYMENT METHOD (AND CHANGING PAYMENT METHOD) (10.5 (ii))

you may be required to pay Additional Charges in respect of any additional prepayment meter services we provide (including replacement of keys, cards or similar devices). The Additional Charges are detailed on our website at www.cooperativeenergy.coop/terms-and-conditions;

you may be required to pay Additional Charges in respect of any additional prepayment meter services we provide (including replacement of keys, cards or similar devices or where we have to convert the prepayment meter to a credit meter). The Additional Charges are detailed on our website at www.cooperativeenergy.coop/termsandconditions/;

 

Addition of meter exchange charge

NON PAYMENT OF CHARGES (11.1 (ii))

you have failed to pay the Charges within 14 calendar days' of the date of the bill or statement or you have failed to pay by Direct Debit in accordance with your agreement with us; and

you have failed to pay the Charges within 14 calendar days' of the date of the bill or statement; and

 

Removal of Direct Debit detail as this is covered under 'charges'

NON PAYMENT OF CHARGES (11.2 (iii) (c))

change either or both the payment method and the tariff applicable under the Contract including to reflect payment in advance by prepayment meter;

change either or both the payment method and the tariff applicable under the Contract;

 

Removal of example

NON PAYMENT OF CHARGES (11.2 (vi))

recover from you, as Additional Charges, all costs incurred or suffered by us in pursuing your non-payment;

recover from you all costs incurred or suffered by us in pursuing your non-payment;

 

Removal of charge naming convention

CHANGING THE CONTRACT (12.1 (iii))

where you have failed to pay Charges and the applicable payment method is changed in accordance with any provision in section 10 or 11.

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ACCESS (16.1)

You agree to give us (and our Agents) clear and safe access to the Address and the Metering Equipment at all reasonable times where we request access for the purposes of:

You agree to give us (and our Agents) safe access to the Address at all reasonable times where we request access for the purposes of:

 

Removal of 'and the metering equipment'

YOUR INFORMATION (17.2 (iv))

we engage a third party or agency (including a debt collection agency) to recover any outstanding Charges from you and may share this information with a credit referencing agency;

we engage a third party or agency (including a debt collection agency) to recover any outstanding Charges from you;

 

Removal of credit referencing agency detail

YOUR INFORMATION (17.4)

If you send us proof of identification, you are entitled to have a copy of the information we hold on you. We may charge an administration fee(as Additional Charges) for this and will notify you in advance if we propose to do so. For further details, please contact the Secretary and Head of Governance, The Midcounties Co-operative, Co-operative House, Warwick Technology Park, Warwick, CV34 6DA.

If you send us proof of identification, you are entitled to have a copy of the information we hold on you. We may charge an administration fee for this. For further details, please contact the Head of Legal, The Midcounties Co-operative, Co-operative House, Warwick Technology Park, Gallows Hill, Warwick, CV34 6DA.

 

Removal of charge naming convention

 

And

 

Removal of notification of charge

YOUR INFORMATION (17.5)

You agree to let us know, as soon as is reasonably practicable, of any change to your contact details, including for example telephone number(s) and e-mail address(es).

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