Here are answers to some common questions about the Pay As You Go price change.
Why are the prices changing?
Ofgem (a UK energy regulator) has reviewed the prepayment tariffs used by
energy companies across the industry to check if prepayment customers are being charged fairly. As a result,
an industry-wide price cap on prepayment tariffs has been introduced. All energy suppliers are required to
match or be lower than the price cap specified by the Competition and Markets Authority.
We have done our best to ensure our customers get the best deal and have managed to drop our rates in
Who is affected by the price change?
All Green Star Energy customers on the ‘Pay As You Go’ standard variable tariff will be affected by this price change.
All of our existing customers will receive a letter or email (depending on their communication preference)
detailing how the price change will affect them. These will be issued between 20th and 24th February 2017.
If you have recently registered to switch your gas or electricity to us and your supply date is before 1st April
2017, you will join on our current rates. You’ll automatically switch over to the new rates when
you top up from 1st April 2017. We’ll also send you a letter or email to notify you of the change in your rates.
If you have recently registered to switch supply to us and your supply date is after 1st April 2017, you will
automatically join on our new rates.
When and how do I get the new prices?
The new rates will be available from 1st April 2017, however they won’t be effective until a top up is made at a
local Payzone, Pay Point or Post Office outlet and the payment card or key is inserted back into the meter.
We would encourage our customers to make a small top up from as little as £1 shortly after 1st April 2017 to
ensure their meter is updated with the new rates. Once this is done the meter is registered to charge at the
We’ll send out a SMS from 6th April 2017 to all prepayment customers to remind them to top up following the
What if I’m not happy with the change in price?
You have a few options available to you which we have listed below, please call us for further details to
Accept the new rates for now and switch suppliers at a later date when you’ve had a chance to look at
offerings from other energy suppliers.
Switch supplier immediately. Please note, if you owe us money, your new supplier must agree for your
debt to be transferred to them.
Elect to exchange your prepayment meter for a credit meter. There are certain conditions that you
must meet before you can do this, these are as follows:
- You’ve not had an outstanding debt on your meter for at least 12 months
- Your landlord agrees to the installation of the credit meter if you are not the homeowner
You agree to pay a fee upfront for the meter exchange. The fee for installing a gas meter is £82
and £60 for an electricity meter
Are your rates better than other suppliers?
All energy suppliers that supply prepayment products will also be reviewing their rates at this time. It may
help you to use price comparison sites such as www.uswitch.com to view the rates offered by other suppliers.
How does the price change affect my current debt?
The money you owe (your current debt) and your weekly repayment rate will be the same - it will not be
affected by the price change.
If we have communicated to you that your prices are decreasing you’ll find that the amount of credit you add
to your meter will buy you more energy and this may help you pay off your debt quicker.
I’ve already got credit on the meter so will the new rates apply to what’s there already?
The credit you have on your meter will be consumed at the new rates only when you have added credit to your
meter following the price change date (1st April 2017). When you top up and insert the card or key back into
the meter, the new rates are updated on the meter and will ensure any credit on your meter will consume
energy at the new rates.
What should I do if I have questions?
Please contact us if you have any questions about your prepayment meter or the price change. Alternatively,
visit our main prepayment meter FAQs page to answer general queries about our Pay As You Go prepayment
Contact us >
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