Changes to our privacy notice

Please take the time to read through the table below. We know it may not be exciting but it's important to understand the changes we've made, that went live on 3 January 2020. These were to make it clear that npower are now part of the E.ON group and to let you know data may be shared with E.ON group companies and their service agents as part of the transfer of customers over to their supply. You can find out more about how E.ON process personal data by going to eonenergy.com/privacy.

If you'd like a full copy of the new privacy notice, please go to our terms and conditions.

Heading What’s changed

Who is npower and how can you contact us

(Section 2 in the section headed ‘npower group company)

Now we are part of E.ON, we have added the relevant E.ON company details.

You can find out more about E.ON at eonenergy.com/about-us.

How we use your personal information – the legal basis and the purposes

(At the start of Section 4)

We have clarified that where we process special category data (health information) we may rely on the legal bases of consent or vital interests or public task as appropriate to the purposes we are processing that data for.

How we use your personal
information – the legal basis and the purposes

(Section 4 – new section headed ‘Special Category Data and Public Task’)

We have clarified the circumstances where we may rely on it being in our legitimate interests to process your special category (health) information where we satisfy the condition that it is in the substantial public interest to do so.

We will do this to ensure that we and other suppliers and industry organisations are able to offer or continue to offer you appropriate assistance. If we do this we will act in a way that is proportionate.

Section 5 - Who we share your information with

(Paragraph: f)

We’ve added a new paragraph to make it absolutely clear that we may share information with E.ON who may also share it with their agents and service providers (who support their business activities) to enable them to supply you with energy and service your account in the future.

If you want to find out how E.ON process personal data you can view their privacy policy at eonenergy.com/privacy.

Changes to our terms and conditions

We have made some changes to our standard residential terms and conditions. They are effective:

  • On or after 14 February 2020 for customers who sign up to a new Fixed term tariff with npower.
  • On or after 14 February 2020 for customers who move into a npower supplied property on a standard Variable tariff.
  • For standard Variable tariff customers who were supplied by us before 14 February 2020 from the date that they are advised they will take effect in our notification to them.

Please take the time to read through the tables below. We know it may not be exciting but it's important to understand the changes we've made.

Heading The changes we’ve made
Definitions We’ve updated our company details to reflect the fact we are now part of the E.ON group of companies. You can find out more about E.ON at eonenergy.com/about-us.

Definitions

(privacy notice)

We’ve added this definition so that you know where to find out more information about how we use your personal information as we refer to the privacy notice in these terms and conditions.

When payment is due

(Clause 13a)

We’ve given some examples of the frequency at which you will be billed and made it clear that if you have a Smart meter which we can read remotely you may get a bill every month. We may start by billing you quarterly until we are able to take a remote reading and then change you to monthly. We’ll remind you about this before we make the change.

When payment is due

(Clause 13b)

We’ve clarified that we’ll usually give you 14 days to pay your bill unless we have agreed something else with you.

When payment is due

(Clause 13e)

We’ve set out in more detail what may happen if you do not pay your bill in the way agreed or on time, for example, we may change the frequency at which you are billed; ask you for a security deposit; ask you to pay in advance through a prepayment meter etc.

Prepayment meters

(Clause 20e)

We’ve made it clear that if you have a prepayment meter and are using it to pay off a debt we may increase your debt recovery rate or take other steps to recover that debt if we believe that your financial circumstances have improved.

Transferring to a new supplier

(Clause 25a(i))

We’ve clarified what may happen if you want to transfer to another supplier but you owe us money by cross referencing that information with other clauses in the terms and conditions.

Transferring to a new supplier

(Clause 25a (ii))

We’ve clarified that we will do our best to ensure the transfer takes place to the new supplier within 21 days of them telling us (subject to the exceptions set out in clause 25a(i)).

Transferring to a new supplier

(Clause 25a (iv) and (v))

We’ve added 2 new clauses in relation to Smart meters to clarify that:

If you’re paying in advance through a Smart meter set in prepayment mode we’ll change your meter to credit mode prior to your change in supply.

We will clear the settings on your meter and Smart energy display just prior to the transfer happening. We’ve also flagged that not all Smart meters will work when a change of supply takes place so you may lose your Smart functionality.