Considering a heat pump?The contract between you and your electricity retailer sets out your legal relationship.
It should clearly set out the level of service you can expect to receive from the retailer. It should also make clear both parties' responsibilities and rights, the process for settling disputes, liability if something goes wrong, and so on.
The Electricity Commission has published draft model contracts which contain the types of things you are likely to find in your contract. The model contracts are currently drafts, but when there are finalised the Electricity Commission expects retailers to adopt them. The key features you are likely to find are set out below.
You can get a copy of any retailer's current standard terms from their website.
Key features of a contract
A contract is an exchange of promises. In this contract, the retailer promises to sell you electricity. The customer promises to pay for the electricity they use.
The following is taken from the Electricity Commission's model contract (PDF) and sets out the type of issues that should be covered in any contract.
| Us (as retailer) | You (as Consumer) |
| Distribution: We will arrange for electricity to be distributed to your Point of Connection. | Address: You will give us the correct address of where you want power delivered to. |
| Meter: We will provide you with an approved meter. | No tampering: You will not tamper with the meter |
| Meter reading: We will accurately record how much power you use. | Access: You will give us reasonable access to your premises at reasonable times. |
| Vulnerable consumers: We will meet the requirements of the "Guidelines on arrangements to assist low income and vulnerable consumers". | Vulnerable consumers: You will advise us if disconnection presents a clear threat to the health or well-being of you or a member of your household. |
| Prices: We will give you at least 30 days’ notice before increasing our prices. |
Making payments and other obligations: You are responsible for paying for the services in this contract and for making sure your contractual obligations are met. |
| Invoices: We will send you accurate invoices. | Payment: You will pay our invoices on time. |
| Standards: We aim to meet certain minimum performance standards. | Standards: You will seek to ensure your wiring and equipment comply with the relevant legislative and regulatory requirements and the relevant Network distribution code. |
| Complaints resolution: We will provide a free and fair dispute resolution process. | Safety & special needs: You will inform us of any hazards or special needs you may have |
| Switching: We will transfer you to another Retailer if you wish. |
Moving: You will give us [ ] days’ notice if you are moving premises |
| Interruptions: Your supply may be interrupted for a variety of reasons. |
Surges: You should protect any sensitive equipment, like computers and TVs, against surges and fluctuations. |
| You are responsible for all the equipment between your premises and your connection to the Network. |
