1. We will ensure our marketing, advertising and sales materials are easy to understand

Upon sign-up you will receive confirmation of all the prices associated with the tariff you’ve selected. We will contact you to advise of any tariff changes during your time with Just Energy. For more information on our Sales, Marketing and Advertising commitments please see our Sales & Marketing Code of Practice . If we fail to meet the above, you will be entitled to a payment of €30, which will be given to you via an Electronic funds transfer, Direct Debit refund or a credit will be applied to your account with us.

2. We will ensure that your bills are easy to understand

Please visit our Understand your Bill section, many of the answers you are looking for will be found here. If you do have a query our advisers are always happy to help and we will always aim to answer any billing queries you have as quickly as possible. For more information on our Billing commitments please see Billing Code of Practice. If we fail to meet any of the commitments set out above, you will be entitled to a payment of €30, which will be given to you via an Electronic funds transfer, Direct Debit refund or a credit will be applied to your account with us.

3. We will never disconnect an engaging customer

If you are having difficulty paying your bill, please contact us and we will work with you to agree a suitable payment plan. Our flexible plans mean that together we can avoid disconnection. For more information on our Billing & Disconnection commitments please see Billing  or Disconnection Code of Practice. If we fail to meet any of the commitments set out above, you will be entitled to a payment of €30, which will be given to you via an Electronic funds transfer, Direct Debit refund or a credit will be applied to your account with us. 

4. We will actively engage with our vulnerable customers

Several times during your time with Just Energy we will ask you to confirm any vulnerabilities or special needs that you have. If you require special services, that we do not currently offer, please contact us and we will do our very best to accommodate them. We will never disconnect the supply of a customer who is listed on the Priority Service Register (PSR). If you are on the Special Services Register (SSR), for any of the reasons listed below, you will never be disconnected between the months of November and March.

·         Priority Service Register (PSR) – Those customers who are critically dependent on electrically powered equipment, which shall include but is not limited to life protecting devices, assistive technologies to support independent living and medical equipment.

·         Special Services Register (SSR) – Those customers who are particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual or mental health. Please be aware, we will use this information to customise your service delivery. For example, those customers who have a visual impairment can choose to receive large print bills.

For more information on the services that we offer our vulnerable customers please see Vulnerable Customers Code of Practice. If we fail to meet any of the commitments set out above, you will be entitled to a payment of €30, which will be given to you via an Electronic funds transfer, Direct Debit refund or a credit will be applied to your account with us.

Complaints 

We are committed to resolving any customer complaint as swiftly and efficiently as possible. We always aim to resolve a complaint within 10 working days and guarantee that an update will be provided within this timeframe. Please be aware, for more complex complaints it may take us longer to reach a resolution. For more information on our complaints commitments, please see our Complaints Handling Code of Practice. If we fail to meet any of the commitments set out above, you will be entitled to a payment of €30, which will be given to you via an Electronic funds transfer, Direct Debit refund or a credit will be applied to your account with us.