At Rebel, we put ourselves in your shoes and keep you at the heart of our policies, and the decisions we make as a business.
We promise to:
If you are switching to or joining us
use an agreed meter reading to open and close accounts; and
provide you with the information you need during the switching process.
(if you don’t have a Smart Meter) we will obtain a meter reading on a regular basis, at least every two years; and
use your meter readings to improve the accuracy of your bills and statements.
make sure charges on your bill accurately reflect current tariffs and that, when there is a change to the tariff, you will be charged correctly for the energy used; and
send energy bills or statements in a simple format so thatall our customers can understand how the bill is worked out; and
if we have to send an estimated bill, it will be based on typical amounts of energy used in the past; average amounts of energy used; or what we believe will be used if an actual reading is not available; and
make it clear on the bill if an actual or estimated meter reading was used to calculate the bill; and
provide an energy bill or statement in line with the agreed billing schedule; and
clearly communicate with our customer on the bill, statement, or other forms of communication if there is a price increase or reduction; and
make sure we check unusually high or low bills before sending them out; and
usean accurate reading if provided by a customer to produce a revised bill or statement and to do so, if asked, within 10 working days.
Payments and refunds
take all reasonable steps to make sure monthly direct debit payments are set at the right level and review accounts proactively to make sure payments cover total energy use; and
offer, where we can, payment plans to assist with the payment of an outstanding bill; and
refund promptly any amount owed in relation to customers’ energy bills, in line with the