The Code of Practice

The TPI Code of Practice is a set of standards that sets the benchmark for responsible, high quality TPI’s acting as intermediaries between micro-business customers and suppliers.

By signing up to this Code of Practice, TPIs agree to:

  • be bound by it and by any decisions taken under the Code by E.ON
  • make sure their people (including any third parties they use) understand and comply with it
  • tell customers they're providing their service according to the Code and where they can find it
  • uphold the public image and reputation of the energy industry.

Download the Code of Practice

It covers:

Accurate & Complete

During the sales process, all non-domestic customers can expect to receive accurate and complete information to help them make an informed decision. 

E.ON expects its sales agents, Account Managers and TPIs to provide information about the non-domestic energy product being offered in a way that is not misleading before the contract is entered into.

Why? The impacts of not doing so could mean that the customer makes a decision based on incorrect information in transferring their gas or electricity to E.ON.

Presented in a full and professional manner

During the sales process, all non-domestic customers can expect to be treated in a way that is fair, honest, transparent, appropriate and professional. 

E.ON expects its sales agents, Account Managers and TPIs to behave and act in a way that is fair and professional and present information about the non-domestic energy products in a clear and fair way.

Why? The impacts of not doing so may mislead the customer or cause them to feel pressured into agreeing the sale.

Understood by our customers

During the sales process, all non-domestic customers can expect to fully understand the contract they are entering into. 

E.ON expects its sales agents, Account Managers and TPIs to provide appropriate information so that the customer fully understands the contract that they are entering into, including that it is legally binding, and to confirm that the customer agrees to do so. 

Why? The impacts of not doing so are the customer may enter into a contract on the basis of incomplete of misleading information or without realising that they have done so.

Products or services must be appropriate for that customer

During the sales process, all non-domestic customers can expect to be offered products or services that are appropriate for their individual and business requirements. 

E.ON expects its sales agents, Account Managers and TPIs to offer products or services that are appropriate for the customer’s individual and business requirements. Only those products or services that are appropriate for the customer will be discussed or sold. 

Why? The impacts of not doing so are that the customer may enter into a contract that is not appropriate for their individual and business requirements. All non-domestic customers can expect that they will be offered, whether this be through a third party or directly through E.ON, only products or services that are appropriate for their individual circumstances and business.

Important Message

  • From the 31 October 2016 EON have agreed with the external TPI Code Panel and Code Manager that they will cease to manage the code. We will continue to operate a Code of Practice for all our participating TPIs however the governance of our code will be managed internally within a newly implemented governance framework.
  • We have not taken this decision lightly however we are mindful of OFGEMs intention of moving to a more principles based approach to regulation.
  • EON are now evolving our approach to fall in line with OFGEMs new principles based approach, and in the coming months we will evolve the code to be a more principles based code and define a monitoring framework to reflect this code and provide assurance against the key principles we believe are key to compliant selling and treating our customers fairly.
  • For our TPI’s this will not mean any change in terms of the way we monitor, however this will move from a prescriptive to principles based approach. EONs intentions for what the code will deliver will not change, our commitment to our B2B customers remains at the forefront of our focus.
  • We will continue to have an process in place whereby any queries, concerns or issues can be raised as they previously would have been to the external Code Manager, and these will be dealt with expediently and in a fair and consistent manner.
  • Over the coming months this external website will transition to an internal more interactive TPI ‘hub’ that will bring value to both our TPI’s and customers alike – In the interim any queries can be directed to our mailbox - TPIcode.audits@eonenergy.com.
  • We will update this message as we transition our code and governance, and assure our TPI’s of our continued support in identifying and implementing best practice ways of working in line with regulatory requirements.
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