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