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Our Consumer Care Policy contains helpful advice, our contact details, and explains how we will:

  • Act to make sure we have a good relationship with you.
  • Give you the best chance to afford the electricity you need.
  • Help to minimise the harm caused by not having enough electricity or not being able to pay your bill.

It tells you where you can find the extra support you might need and how we can help, including if you’re medically dependent on electricity.

This Consumer Care Policy is one of several documents explaining the relationship between you, the consumer, and us, your electricity retailer. The other documents are our contract for electricity supply and our standard terms and conditions.