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

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.