A
WHAT IS A UNIT RATE?
The unit price rate is the rate charged per unit or kilowatt hour (kWh) of electricity or gas our customers use.
What the difference between a complaint and feedback?
Complaint is something that we did wrong to cause a customer to be unhappy.
Feedback is where a customer is unhappy about something but we cannot change.
Each ELECTRICITY meter has a meter serial number (MSN) HOW MANY DIGITS ARE THERE?
13
What is OVO Mission
Powering human progress with clean affordable energy for everyone
Why would we cancel an emergency appointment?
Why would we provide Goodwill?
If we miss an appointment or install and it is our fault.
what is Charge Anytime?
Charge Anytime is a non-contracted energy add-on, specifically designed to help our customers who own or lease an electric vehicle, save money
How do we apply the 7p per Kwh unit rate for a customer?
on the first week of the new month we credit back the difference between their plan unit rate and the Charge Anytime unit rate.
OVO is a supplier not a generator
True
HOW MUCH DO WE CHARGE CUSTOMERS TO CHARGE THEIR EV IF THEY HAVN'T SCHEDULED A CHARGE?
THEIR STANDARD UNIT RATE
We charge exit fees because when a fixed customer joins OVO we buy their energy for the year in advance. If they leave us before the end of their contract we’re left with unsold energy
HOW MUCH IS EXIT FEES IF I AM ON A 1 YEAR FIXED PLAN?
£75 exit fee per fuel
Do customers need to get a smart meter to get Greener Electricity?
No, customers don't need to have a smart meter installed to take Greener Electricity. No, customers don't need to have a smart meter installed to take Greener Electricity.
WHO Manage the grid FOR GAS
Set up new supplies (pipework)
Register new supplies on the national database
Giving the property a unique reference number
Maintenance & upkeep of the grid
Gas Transporters
what is Industry database for electricity
ECOES
A customer may be charged for a failed emergency appointment. How much is this?
£130
Do we give customer the option to be on quarterly billing?
No, we do monthly
On a variable plan we are not buying energy for customers at the current market value. Rates can change-we are obliged to give customers 30 days notice of any changes.
False
"On a variable plan we are buying energy for customers at the current market value. Rates can change-we are obliged to give customers 30 days notice of any changes."
OVO Beyond is our very own app.How much does it Cost and who is it available to?
It’s free and is available to any customer who pays by DD and has a Smart Meter.
What is a standing charge?
Suppliers charge customers this cost each day, even if they do not use any energy on that day.
"The amount of the standing charge will depend on the supplier and where the customer lives within England, Scotland or Wales."
How much does Greener Electricity cost?
£8 a month
We currently have 4 active OVO plans: NAME THEM!!
Simpler DD
Simpler on Demand
1 Year Fixed
2 year fixed.
What happens if a customer moves home with greener electricity?
If a customer moves home their Greener Electricity upgrade will be cancelled.
How Much does it cost to have a smart meter installed?
£0
Customers have 14 days after receiving their statement to pay OVO in 4 different ways: NAME THEM!!
by bank transfer
cheque
card payment online
card payment over the phone
Name the 3 frequencies available for the Smart meter to communicate with OVO
- Half hourly
- Daily
- Monthly