Order Process Guide - ACN UK | Leader in Essential...

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1 Order Process Guide Energy partnership with energiedirect.nl

Transcript of Order Process Guide - ACN UK | Leader in Essential...

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Order Process Guide

Energy partnership with energiedirect.nl

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Energy Training Program

“Weet je wat je zegt”

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Energy Training Program for ACN IBOs

The training program called "Weetwatjezegt" helps ACN Independent Business Owners to gain knowledge about the

product, rules and regulations that are required to promote energy services in the Netherlands.

The training consists of two modules: Direct Selling of Energy (Directe verkoop energie) and Personalized Quote (Aanbod

op maat)

1. Direct Selling of Energy

This training explains the laws and rules governing direct selling of energy contracts.

The program consists of five modules. Each module covers an area of law and is completed with a few simple control

questions. For each module you have an average of 10 minutes to complete, but you can do so long as you like. You can

even log out and continue later by clicking on the link in the email. After the last module you will receive a certificate of

participation. Each module features a few control questions which will help you assess your expertise.

This program is about face-to-face selling of energy contracts in accordance with the multi-level marketing. The following

laws and regulations apply:

• Rules for sales outside the sales area,

• Unfair Commercial Practices Act,

• consumer and energy supplier code of conduct

• ACM Vision on provision of information to the consumer energy market for energy,

• Code of conduct for Fieldmarketing

• Data Protection Act Wet Bescherming Persoonsgegevens

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Energy Training Program for ACN IBOs

2. Personalized quote “Aanbod op maat”

The Consumer & Market Authority (ACM) monitors compliance with laws and regulations on consumer protection,

including the energy sector. According to ACM , consumers should be able to understand and compare the offerings of

providers. In order to do that, quotes for energy contracts must be transparent. The personalized quote ensures that

consumers get an offer that matches as closely as possible to their real individual situation.

This module explains how the personalized quote works in practice. It is intended for everyone promoting energy, who

must therefore promote a personalized quote to the customer.

The information is based on this document issued by the ACM: Informatievoorziening op de consumentenmarkt voor

energie.

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Energy Training Program for ACN IBOs

How to register

• Click here or visit http://acn.programma.weetwatjezegt.nl/

• Select either module: Directe verkoop energie or Aanbod op maat.

• Provide your details and click to register

• Repeat the process for the other module (you need to register for both modules)

• After a few minutes you will receive an email with a personal link to the training environment. You will be asked to

create a password, and you will be then presented with the option to select both training modules

• Please study the modules carefully and answer the control questions of each module. It will take about 30 minutes to

complete the training

• At the end of the modules you will receive a certificate of participation “Bewijs van deelame”.

• You will have 4 weeks to complete the training before the link will expire. During this time you can log in at any time in

the training environment

Please note that the training program is not mandatory, however ACN strongly advises all Independent Business Owners to

register and complete the training program. The better your understanding of the energy product offering, the more success

you will have in acquiring energy customers.

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DMCC Compliance Monitor

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DMCC Compliance Monitor

DMCC Compliance Monitor

Successful IBOs who acquire more than 1 energy customer will be invited to become a certified promoter of energy

service. This is called DMCC Compliance Monitor.

IBOs will receive an email from DMCC Compliance monitor as soon as they acquire their second energy customer. The

email contains a link to the test environment.

The certification process consists of 23 questions about topics featured in the ‘weetjewatjezegt’ training. The

certification process may be completed in about 30 minutes.

After successful completion, users will be issued with a certificate and provided with feedback about their knowledge.

It is possible to take the test again in case of insufficient score.

The DMCC certification lasts one year, after which time IBOs will be invited to take the test again.

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Promoting Energy

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Promoting Energy

Minimum information obligation

The below information features the minimum information that the customer has the right to receive during the promotion

of energy services to residential customer and small business customers.

Most of this information can be found on the energidirect.nl website during the quote process and on the quote received

by the customer by email (including the cancellation during cooling off period form). The IBO may help the customer

locate this information.

• the name and visiting address of the provider and intermediary (a postal address is not enough)

• the main features and conditions of the agreement

• rates (tarieven)

• payment method

• contract duration

• the conditions of the (early) termination of the contract

• how quickly the supplier will start the supply

• any deposit to be paid by the consumer

• what the supplier will do if the service is not satisfactory

• the conduct to which the provider must comply

• the complaints and disputes committee the supplier is bound to and how consumers are able to take advantage of

this provision

• The existence of a cooling off period

• The length of the cooling off period, and what steps are required and under which provisions the customer can

cancel within cooling off period.

• possible extra costs charged y the supplier to contact their customer service

All of the abovementioned information must be provided to the customer before the contract is effective, i.e.

before it’s signed. If no or only part of this information is provided, the customer has the right to have the contract

rendered invalid at any time.

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Promoting Energy

Field Marketing code of conduct, Wet Oneerlijke Handelspraktijken, Rules for the sale of Energy

IBOs are required to only approach customers who are at least 18 years of age, who demonstrate a good understanding of

the Dutch language, who show willingness to discuss the promotion of energy services, and who show understanding of the

subject and the scope of the promotion.

IBOs must not continue promoting the service to customers who might be vulnerable because of age or insufficient

understanding of Dutch language, if the customer appears not to be interested in the subject, if the customer appears not

to understand the contract terms sufficiently, or if the IBO knows he has no means to pay.

The promoter must carry with him/her a valid ID document and a badge showing the field marketing bureau he/she’s

acquiring customers for.

IBOs must prevent that customers sign up for service of which they do not understand all characteristics, attributes and

limitations. Providing wrong or incomplete information constitutes misleading.

Some customers are particularly vulnerable to misleading due to age, inexperience, physiological or physical limitation,

or credulity (goedgelovigheid).

Misleading or aggressive sales behavior and is not allowed.

The Autoriteit Consument en Markt oversees the correct operation of the energy market and may apply fines up to

€450.000 per single event. The regulator’s website for customer is www.consuwijzer.nl.

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Promoting Energy

Sales Pitch (Verkoopgesprek)

While discussing the service with the customer, IBOs are required to make the customer aware of the following

information:

• the amount of the variable supply costs in € per kWh or m3, taxes, government taxes and surcharge region; and, where

applicable, the method of offsetting and any feed-in ( terugleververgoeding) tariffs

• the amount of the fixed supply costs (formerly 'vastrecht') in € per month or per year including VAT

• that in addition to the fixed and variable costs of supply, costs for network transport will be charged

• the current supplier may possibly bring a early termination fee

• terms and conditions that apply to the respective offer

• the duration of the proposed contract and the possibility of early termination

• the right to cancel free of charge within 14 calendar days without giving any reasons after acceptance of the agreement

• in what ways (including the form ‘ontbindingsformulier’) and under what conditions the contract can be cancelled

within the cooling-off period

• the possible payment methods with indication of any associated costs

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Promoting Energy

Data Protection Regulations

The customers’ personal details are subject to the law ‘Wet Bescherming Persoonsgegeven’. This law describes which

details and how data can be collected, processed, store and by whom.

Any details that may lead to identification of an individual is considered personal details, and therefore subject to this

law. (Volgens de wet is een persoonsgegeven ‘elk gegeven betreffende een geïdentificeerde of identificeerbare

natuurlijke persoon’.)

For example, an email address or bank details are considered pesonal details.

The Autoriteit Persoonsgegevens authority ensures that organisations follow these rules.

In practice

IBOs must not collect, process or store any customer’s personal details, including email address , date of birth, address,

or any details that can lead to their identification.

The IBO will make sure the customer enters him/herself all details exclusively on the systems provided by

energiedirect.nl.

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Step 1:

Customer to obtain online

quote

Order Process

Step 3:

Energiedirect.nl to

confirm the order

Step 2:

Customer to select

energy service

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When approaching a potential customer, IBOs are required to inform customers at the beginning of the sales pitch

(verkoopgesprek) that they would like to promote the energy service offered by energiedirect.nl in partnership with

ACN, and that this might lead as well to the customer actually subscribing the service.

Customers should never feel under pressure to discuss or to subscribe the service.

Furthermore:

• No negative comparisons with other energy providers should be made

• Customers must not be scared off rising energy costs, especially if this cannot be demonstrated

• Customers who do not fully understand the topic should not subscribe

• No customer data should be collected and/or stored by the IBO at any time. The customer will only enter

their personal details on the online form managed by energiedirect.nl

Energy service may be difficult to fully understand for some customers. Take time and be understanding when

explaining it to the customer, providing clear and honest advice, so that the customer may easily compare the

offer with their current supplier.

Important

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Step 1:

Customer to obtain online

quote

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After the IBO has presented themselves and informed the customer about the topic and objective of the discussion,

they should advise the customer to go to the Energy section on their ACN Online Shop and select the energy

partnership icon.

The order must be entered exclusively by the customer. The IBO may help the customer locate the details to

be entered and walk the customer through the quote and order process, but not act on the customer’s behalf.

The following steps must be completed by the customer:

• Customer to choose between residential or business orders

Step 1:Customer to obtain online quote

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• Please ensure that the customer is using the correct form for residential or business orders. You can check this on

the top of the website: “Consumenten” for residential orders or “Zakelijk” for business orders.

Step 1:Customer to obtain online quote

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• Obtain a pesonalized quote

(aanbod op maat)

The customer must provide their

address details, yearly usage details

of their current supplier (use the last

known yearly usage taken from the

yearly settlement bill (jaarnota),

choose if they have a dual meter or

solar energy panels, and confirm.

Only if they cannot find the latest

yearly settlement bill (jaarnota),

they may estimate their yearly usage

by choosing the link “Ik weet mijn

verbruik niet”, and answering the

questions regarding their individual

situation. Their yearly usage will be

estimated using average details

adjusted to their situation.

Step 1:Customer to obtain online quote

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• Review personalized quote

The customer is now presented with

a quote based on their real

individual situation as much as

possible, which is summarized

above the available service

options and will enable the

customer to make a factual

comparison with the current

supplier.

Yearly and monthly costs are

summarized under each of the

available contract durations.

Step 1:Customer to obtain online quote

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• Check the detailed energy price and

the fixed transport cost

Click on the ’Open Details’ link next to

Yearly Cost (Jaarkosten) to review the

commodity price and fixed transport

costs.

On this screen the customer may as well

opt for green electricity.

Click on ‘Meer Product Info’ to obtain the

full cost specification, which includes

commodity, transport and grid cost,

and the ‘Vermindering

energiebelasting - Heffingskorting’ tax

discount.

Scroll to the bottom of the page to

obtain links to documents featuring all

the terms and the conditions and

mandatory information pertaining to

the selected contract.

Please note that the ‘Meer Product Info’

and following step relate only to one

contract duration at the time. These

steps must be repeated for the other

available contract durations.

Step 1:Customer to obtain online quote

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Detailed cost specification

Once the customer has selected

‘Meer product info’, they may find a

detailed cost specification.

The customer should take their time

to compare the offer to their current

supplier’s cost (you may find this in

the most recent yearly settlement

bill ‘jaarnota’).

This will help them understand the

energiedirect.nl offering better and

make an informed decision.

Step 1:Customer to obtain online quote

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Step 2:

Customer to select energy

service

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Step 2: Customer to select energy service

After having reviewed the detailed cost

specification, the service terms and conditions

and other mandatory information, the

customer may be able to compare the offering

with that of their current supplier, and make

the decision to subscribe to the service.

Click the “Bestel dit product” button to begin

the online order process.

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The customer should enter the following

information:

•Personal details

•Valid email address

•Daytime contact phone

•Service address

•Payment details

•Enter the Business ID of the ACN IBO in

the ’Referentie

Vertegenwoordiger/Medewerker ID)’file.

Please note: It is important that the IBO’s

Business ID is entered in the ‘Referentie’

filed. This will ensure the IBO will get

compensated for each order.

Step 2: Customer to select energy service

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The customer can now check the order

details and confirm the order.

Please note: The contract details, energy

cost specification and all required

information is presented at each stage of

the order form at the bottom of the

screen.

The customer should choose that they

agree with the supply conditions and

pricing, and with the obligation to pay.

It is important to check all documents

prior to confirming the order!

The customer is reminded, at this stage,

of their right to cancel within 14 days

without any further obligation. The 14

days start from the receipt of the

contract confirmation email ‘Je

contractbevestiging’.

Step 2: Customer to select energy service

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Step 3:

Energiedirect.nl to confirm

the order

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Step 3: Energiedirect.nl to confirm the order

After completing the online form, the customer will receive an email from energiedirect.nl called

‘Contractbevestiging’. It contains all the mandatory information, including price specification, terms and conditions,

contract features, cancellation form, quality management criteria.

The customer should review all the attached documents, keeping in mind that they have the right to cancel the order

within 14 days from receipt of this email.

If they agree to the supply pricing, conditions and with the obligation to pay, they should click on the link provided in

the email.

From this moment, the customer’s order will be processed, and, once approved, energiedirect.nl will send them a

welcome email containing details on how to access Mijn energiedirect.nl.

Just before the supply will start, energiedirect.nl will also send the customer an email requiring them to provide the

meter readings as soon as possible, so that the previous supplier may send them a correct final settlement bill

‘Eindnota’.

The order will appear on the ACN IBO’s Personal Customer List when the customer confirms the order via email. The

ACN IBO is advised to follow up with the customer within 24 hours to see if they have confirmed the order.

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Useful Information

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Switching to energiedirect.nl

Please note: Customers must be at least 18 years old and have the following in order to

switch to energiedirect.nl:

• Current electricity and/ or gas connection in the Netherlands

• Internet access

• A valid email address

• A bank account in the Netherlands

Switching if a fixed contract period exists with the current provider

IMPORTANT: Customers must pay early termination fees to the current energy provider themselves when they sign-up

for a 1-year contract with energiedirect.nl. Energiedirect.nl will only reimburse the fee when a contract for 2 or 3-

years has been signed.

Energiedirect.nl is known to have low rates in the market, but considers loyal customers to be a condition. Research

shows that customers who switched to energiedirect.nl but were on a long-term contract with the previous supplier, do

not respect their full contract term with energiedirect.nl either. This puts pressure on being able to provide low rates.

Tips and facts for IBOs

• Focus more on leads or consumers who have never switched or have not switched recently. They usually have an

indefinite contract and are therefore able to save a considerable amount of money

• In 2013, energiedirect.nl offered rates that were much lower than the rates from competitors (even with additional

discounts)

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Switching to energiedirect.nl

For residential customers:

Residential customers can choose to pay an early termination fee to the current provider (if applicable) and switch to

energiedirect.nl as soon as possible. This only counts for 1-year contracts; energiedirect.nl will reimburse the early

termination fee if a 2 or 3-year contract has been signed. Another possibility is to switch to energiedirect.nl after their

current contract has ended by entering a date at least 26 calendar days in the future, and not more than three (3) months or

75 days, during the online order process.

The following early termination fees (incl. VAT) may apply, depending on provider. The amounts stated are the maximum

amounts the residential customers may need to pay based on the remaining term of the current contract:

Remaining Term Electricity Gas Less than 1,5 years €50 €50

Between 1,5 and 2 years €75 €75

Between 2 and 2,5 years €100 €100

More than 2,5 years €125 €125

For business customers:

If the business customer would like to switch their services before the contract end date with their current provider, they can

sign up to become a customer with energiedirect.nl. On Mijn energiedirect.nl they can nominate the preferred switch date.

Energiedirect.nl will only switch the business customer over once the contract with the current energy provider has ended.

This could be up to a maximum of 5 years depending on the contract duration with the current provider.

In case of a switch before the contract end date, the following cancellation fees may apply, depending on provider. The

amounts stated are the maximum amounts the business customers may need to pay based on the remaining term of the current

contract:

• The cancellation fee will not exceed 15% of the remaining (expected) contract value

• The cancellation fee is the difference between the contract value based on the market price at the time of termination

and the remaining contract value, plus an administrative fee of up to 50 euros, or

• The cancellation fee is maximum €100 per year until the end of the contract duration.

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Switching to energiedirect.nl

Apply to switch in the future

• If the customer has separate contracts for Electricity and Gas with different end dates, the customer

should enter the date that will happen first in the online switch application. If this date relates to

Electricity, this service will be switched first and Gas will be switched once the current contract period

has ended. In this case, the contract term will commence from the date the first service is switched.

• If the customer applies for the Altijd Voordeel, the rates that will apply to the contract will be the rates

that are in effect as of the date of application.

Please note: Your commissions and qualification points are based on the date when the service is switched to

energiedirect.nl, which in this case will be the future date entered.

Apply to switch without revoking a previous order

• The customer will not be able to switch to energiedirect.nl until the contract period of the order with

the other provider has ended, or the contract with the other provider has been cancelled.

What happens after the switch application

• The customer should provide energiedirect.nl with the meter reading. Energiedirect.nl will verify the

meter reading with the local distribution company and notify the customer of the monthly pre-payment

amount, which is based on the customer’s usage with the current provider.

• If the customer has a history of poor payment behaviour, the customer might be asked to pay a deposit.

• After 26 days the switch to energiedirect.nl will be complete. Exception: When the customer has a

contract that ends 75 days in the future, energiedirect.nl will only switch the customer per this date.

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Switching to energiedirect.nl

Apply to switch in the future

• If the customer has separate contracts for Electricity and Gas with different end dates, the customer

should enter the date that will happen first in the online switch application. If this date relates to

Electricity, this service will be switched first and Gas will be switched once the current contract period

has ended. In this case, the contract term will commence from the date the first service is switched.

• If the customer applies for the Altijd Voordeel, the rates that will apply to the contract will be the rates

that are in effect as of the date of application.

Please note: Your commissions and qualification points are based on the date when the service is switched to

energiedirect.nl, which in this case will be the future date entered.

Apply to switch without revoking a previous order

• The customer will not be able to switch to energiedirect.nl until the contract period of the order with

the other provider has ended, or the contract with the other provider has been cancelled.

What happens after the switch application

• The customer should provide energiedirect.nl with the meter reading. Energiedirect.nl will verify the

meter reading with the local distribution company and notify the customer of the monthly pre-payment

amount, which is based on the customer’s usage with the current provider.

• If the customer has a history of poor payment behaviour, the customer might be asked to pay a deposit.

• After 26 days the switch to energiedirect.nl will be complete. Exception: When the customer has a

contract that ends 75 days in the future, energiedirect.nl will only switch the customer per this date.

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Switching to energiedirect.nl

Het complete aanbod moet de volgende informatie verplicht bevatten:

het feit dat na aanvaarding van het aanbod een overeenkomst wordt gesloten;

het recht om na aanvaarding van de overeenkomst deze binnen 14 kalenderdagen, zonder

opgaaf van redenen kosteloos te ontbinden;

op welke manieren (incl. het modelformulier) en onder welke voorwaarden binnen de

bedenktermijn kan worden ontbonden;

het modelformulier voor ontbinding;

de contactgegevens en het adres van de leverancier;

de naam waarop de leveringsvergunning staat, als deze afwijkt van de handelsnaam;

de contactgegevens van de aanbieder (voor wederverkopers zoals prijsvergelijkers of

besparingsadviseurs);

de mogelijke betaalwijzen met vermelding van de eventueel daaraan verbonden kosten;

de hoogte van de variabele leveringskosten in € per kWh of m3, inclusief BTW,

overheidsheffingen en regiotoeslag; en, wanneer van toepassing, de wijze van salderen en de

eventuele terugleververgoeding;

de hoogte van de vaste leveringskosten (voorheen ´vastrecht´) in € per maand of per jaar

inclusief BTW;

de kosten voor het netbeheer per jaar inclusief BTW;

de hoogte van de Vermindering Energiebelasting;

de (mogelijke) duur, ingangsdatum en einddatum van de overeenkomst;

de mogelijkheden en voorwaarden tot tussentijdse opzegging;

dat de consument bij tussentijdse opzegging een opzegvergoeding is verschuldigd, als de

leverancier een opzegvergoeding hanteert;

een overzicht van de hoogte van de gehanteerde opzegvergoeding(en);

wat er gebeurt na het verstrijken van die eerste contractperiode;

een beschrijving van het overname- en aansluitproces;

uitleg over hoe, onder welke voorwaarden en wanneer een eventueel incentive verwacht kan

worden;

het soort gas en/of elektriciteit (bijvoorbeeld groen of grijs) en de opwekkingsbron van de

energie die geleverd zal worden, wanneer dit voor de keuze van de consument van belang is;

dat op de overeenkomst de algemene voorwaarden van de leverancier van toepassing zijn en

hoe men die kan raadplegen;

dat de leverancier, namens de contractant, een Aansluit- en transportovereenkomst (ATO) met

de netbeheerder sluit.

de gedragscodes waar de leverancier zich aan moet houden;

de klachten- of geschillencommissie waarbij de leverancier is aangesloten.

Please click on the document for a complete

overview of the information that the customer

must receive prior to ordering the energy service.