Here are answers to some common questions about the Pay As You Go price change.
Why are the prices changing?
Ofgem (the UK energy regulator) has reviewed prepayment tariffs used by energy companies across the industry to ensure 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 price below the cap specified by the regulator.
We've done our best to ensure our customers get the best deal and are happy to announce a price reduction in all regions from the 1st October 2017.
Who is affected by the price change?
All Green Star Energy customers on the ‘Pay As You Go’ prepayment 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 early September 2017.
If you have recently registered to switch your gas or electricity to us and your supply date is before 1st October 2017, you will join on our current rates. You’ll automatically switch over to the new rates when you top up from 1st October 2017. We’ll also send you a letter or email to notify you of the change to your rates.
If you have recently registered to switch supply to us and your supply date is after 1st October 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 October 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 your prepayment meter.
We would encourage our customers to make a small top up from as little as £1 shortly after 1st October 2017 to ensure their meter is updated with the new rates. Once this is done your meter is registered to charge at the new rates.
What if I’m not happy with the change in price?
You will receive a price reduction, however is you're unhappy please call us to discuss the options listed below:
Accept the new rates for now and switch suppliers at a later date, once 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 offer prepayment tariffs will also be reviewing their rates at this time. It may help you to use a price comparison website 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 October 2017). When you top up and insert the card or key back into the meter, the new rates are updated on the meter which will ensure any credit on your meter is consumed energy at the new rates.