Help Center - FAQ's

Our Customer Charter and Codes of Practice detail our commitments to our customers regarding our products and services. They have been approved by the Commission for Regulation of Utilities.

If you need any further information or just want to give us feedback, please contact our customer service team.

Our Service Commitments

Easy Customer Contact
We offer a number of ways in which you can contact us. You can contact us by email,  by telephone, by post or  by visiting our website. Please see our details below:

• Phone Lo-call: 1890 68 68 68 or 01 8298989.
• Email: Customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: www.pandapower.ie

Easy to Understand Bill
Panda Power set out to ensure that your bill is detailed and easy to understand. Please see our code of practice on Customer Billing and Disconnection.

Clear Complaints Procedure
Panda Power aim to settle all issues as quickly as we can. If you write to us  with  a  complaint,  we  will  acknowledge your complaint and respond within ten working days. You can escalate your complaint, if you are unhappy with the initial response. Within  eight  weeks,  all complaints will be  resolved,  or  an action  plan will be put in place that has been agreed with you. Please see our code of practice on Complaints Handling.

Fair Marketing
Panda Power is committed to protecting you against unwanted, misleading and unfair marketing material. Our marketing material supports our methods of communication. Our aim is to  be  clear  and  unambiguous.  All  products to which the material relates will  be  clearly  specified.  Please  see  our  code  of  practice  on  Marketing and Advertising.

Removal from Marketing List
Panda Power believes every customer has a right to privacy. We use your  personal  information  only  for  the purposes of marketing. When a customer asks to be removed from our  database,  our  database  is  updated  to reflect their intention of no further contact in relation to direct marketing promotions. Please see our  code  of practice on Marketing and Advertising.

Special Support for Vulnerable Customers
Panda Power have a range of services for customers who are critically dependent on energy supplies, for customers who are particularly vulnerable to disconnection during winter months and  have  special  communication requirements. Please see our code of practice on Vulnerable Customers.

Service Delivery
At Panda Power, we aim to be transparent and treat our customers fairly. When you  have a problem, we will do  our best to find the right solution. If you have concerns paying your bill or owe us money, call us and we will seek to create a suitable payment plan. Disconnection only occurs in extreme circumstances after every possible solution has been exercised. Please see our code of practice on Disconnection.

Pay as You Go Billing
Where a customer has a Pay as you Go Meter, you will receive a statement at least once but to a  maximum of  three times a year. This statement will include the customer’s consumption with a breakdown of  payments made to Panda Power. Please see our code of practice on pay as you go.

Compensation/Credit/Refunds Guaranteed
If we break our guarantees, as a Panda Power customer you are entitled to a credit of €30.00 which will be applied  to your account within one billing period. If, we agree that you  are  to  receive  a  credit  or  refund  on  your  account where an estimated reading was lower or for any other reason, you will receive it no later than  two  months after the reading has taken place.

Further Information

Your Statutory Rights
We will always aim to do our utmost  to  meet  the above commitments, but there may be rare  occasions  where  we are unable to do so for reasons outside of our control (for example, where  network  operators  or  other suppliers are involved). In these instances, there may be  times  where  our  ability  to  deliver  on  these commitments is compromised

Terms and Conditions
Any payments made under this Charter for failure to meet the high standards that we have  stated  are  made without any admission of legal liability on the part  of  Panda  Power.  Our  detailed  Terms  &  Conditions  of Business and the other Guidance documents referred to here in this document can be viewed online at our company web site or by asking us to post them to you.

Contact us

Contact Details
Please see our details below:

• Phone Lo-call: 1890 68 68 68 or 01 8298989.
• Email: Customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: www.pandapower.ie

**Please note that to maintain the highest level of service we may monitor and record calls**

Introduction

The objective of this code of practice is to ensure that our customers easily understand our sign-up process. We aim to provide a quality service and it is our intention that you have confidence in the marketing, sign up and supply of our service.

If we break any of the guarantees and our standards contained within this or any Code of Practice, you're entitled to a payment

of €30 from us. This will be credited to your account within one billing period.

Direct Communication Methods

To communicate directly with our customers and potential customers, we engage in a variety of communication methods. These methods include but are not limited to:

• Door to Door
• Email
• SMS
• Telephone

In any call made by or on behalf of Panda Power to a customer for the purposes of marketing, the caller will, as soon as practicable, clearly identify:

• his or her name; and
• contact number (if requested by the customer); and
• the name of the supplier on whose behalf the call is being made; and
• the purpose of the call.

Please note that we only make direct marketing communication contact between the following times:

• 9am and 9pm on weekdays
• 9am to 7pm on Saturdays

We do not contact customers outside of these hours, on Sundays, public or bank holidays or Christmas Eve, unless requested by a customer.

Communication via Door to Door

When one of our agents visits a customer's home, they will clearly identify their name, our name, provide a contact number 1890 68 68 68, the purpose of the visit and enquire if they would like to proceed.

If the customer doesn't want to proceed at this time, then our direct sales agent will stop the sales process and leave the premises. They will inform the customer how to be removed from the contact list.

Every sales agent will have photographic ID with Panda Power contact details 1890 68 68 68 for verification purposes. At the start of the sale, our agent will hand the customer a standard doorstep check-list that they will go through and leave with our customer.

The customer must confirm that they have read and understood the doorstep check-list and that they are switching to a specified product with a specified payment method.

Communication via Email and SMS

Panda Power send Email and SMS to communicate to our customers. When we email our customers, we will provide our name, address, email address and telephone number.

Each email will contain an easy method  of  unsubscribing  or  removing  their  name  from  the  database  at  no cost to the customer. This ensures no future messages will be received and this is in line  with  Comreg regulations.

When we use SMS with our customers, we will provide our name and an easy  method  to  unsubscribe  or remove their names from the contact list at no cost to them.

Communication via Telephone

When a telephone call is made to a customer, our sales representative will clearly identify their name, our name, our contact number and the purpose of the call and enquire if they would like to proceed.

If the customer doesn't want to proceed at this time, or at any time  during the  call, our sales representative  will cease the call.

Customer Sign Up

When a sales representative signs up a customer with Panda Power, they ensure that the customer knows that they are signing up with Panda Power. Our representative will confirm that the person has the authority to open an account for the premises, that they will be the named account holder or nominated representative for the premises.

When signing a customer up the supplier will go through the energy offer / product that the customer is being signed up to and explain the charges associated with them

If it is a joint account that is opened, Panda Power will make contact as soon as possible, after the initial account opening, with the other named party to confirm that they wish to be named.

The customer will confirm that they understand that they are switching to a specified product with a specified payment method. All products and associated charges will be explained as will the discounts and how they are applied, if applicable.

In addition, the following will be explained:

• Cooling off period (when signing a customer up, Panda Power will inform the customer as to when the cooling off period starts, the time limit of the cooling off period and procedures for exercising the right to cancel a contract with a supplier before the contract is concluded).
• Vulnerable customer process (when signing a customer up, Panda Power will ascertain whether the customer is eligible to register as a Vulnerable Customer and if so, the steps they must take to register).
• Billing frequency and methods
• Deposit required (including any social arrangements available)
• Payment structure
• Budgeting options
• Duration of contract
• Debt flagging
• Penalties that may apply for failure to meet terms of contract.

At the end of the sign-up process, the customer will be provided with a copy of the terms and conditions of supply, contract, the rates applied and a cancellation form together with the doorstep checklist. If, for whatever reason, the customer is not provided with these at the point of sign up, key terms will be highlighted and explained to the customer. Copies of the documents will be sent to the customer to allow them to read them and still avail of any cooling off period.

Training

We train all our staff – internal and contractors – to the highest standard of customer care excellence. In addition, we provide regular sales training on our products and services. All staff are trained to ensure they do not misrepresent Panda Power, portray our rival suppliers in a negative way or apply undue pressure to get a sale.

Further Information

Data Protection

Panda Power acknowledges the rights of the customer under the Data Protection Legislation. All records are kept purely for the purposes for which it was collected.

Contact Details

Please see our details below:

• Phone Lo-call: 1890 68 68 68 or 01 8298989.
• Email: Customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: pandapower.wpengine.com

**Please note that to maintain the highest level of service we may monitor and record**

Introduction
Here at Panda Power, we've grown our business by focusing our services around our customers. We pride ourselves on excellent customer service and training with customer satisfaction being at heart of our ethos.

However, there are times where a mutual agreement cannot be found. In those instances, we want our  customers to know that we have a very clear and transparent process to handle  complaints.  This  code  of practice sets out our complaints handling process and commitments to you in a step-by-step, easy to follow process. We guarantee to follow this Code of Practice

Definition of a Complaint
When we talk about our complaint handling procedure, it's important to highlight our definition of a complaint. We define a complaint as the expression (through various possible channels, letter, email, phone call, physical claim) of a customer’s dissatisfaction and his/her explicit expectation for a response or resolution.

We include the word 'explicit' in our definition to mean that  our customer is seeking  some  action to address their concern, even if they are not able to identify, articulate or state what action they require.

Our procedures detailed in this Code of Practice relate to your experience with Panda Power only i.e. billing queries, refunds or credits. It is important  to  note  we  cannot  resolve  queries  relating  to  ESB  Networks or  Gas Networks i.e. outages, metering issues or faults, connection time and costs,  quality  of  supply  or  fault repairs.

Our Commitment to You
This is our commitment to you:

• You will speak to a friendly representative or agent when you call us.
• Your complaint via email or writing will be responded to within 10 working days.
• Our goal is always to resolve the issue at the first point of contact.
• We have a clear escalation process so your complaint will be examined at the next level, if necessary.
• You will be kept informed of the progress of your complaint.
• We aim to resolve your complaint within 8 weeks.
• We will exhaust all avenues to resolve the complaint in-house before referring the complaint to the CRU.
• If you are still unhappy with the complaint and our resolution, we will give you the details of the CRU (Commission for Regulation of Utilities).
• If we break our promise to you or breach any of the standards guaranteed  in  this  code of practice  or  any of our codes of practice, you are entitled to a payment of €30.  Where  we agree  that  you  are entitled to receive a Charter payment, the amount will  be  credited  to  your electricity  account within one billing period. If you have moved away from Panda Power, we can provide an alternative method of issuing your credit i.e. Bank Transfer.

Who Can Complain?
We will deal with all reasonable complaints. Anyone who is a named account holder – whether individually or jointly - can make a complaint. We will also deal with complaints from recognized agencies or third parties who are confirmed and acknowledged as acting on behalf of our customers. A customer of another supplier can complain to Panda Power about a Panda Power representative, for example regarding a marketing campaign or door to door campaign.

How Can You Complain?
That's easy. As soon as you are unhappy with our service, you can contact us in a number of ways:

• Phone Lo-call: 1890 68 68 68 or 01 8298989.
• Email: Customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: pandapower.wpengine.com

Most customers contact Panda Power by phone to make a  complaint.  However,  we  would  encourage customers who have additional communication requirements or where English is not their preferred communication language to contact us by writing.

Steps Involved in Complaints Procedure
We have an easy step-by-step process to follow when you want to make a complaint. Please note the following:

Step 1
As soon as you call and explain your issue, our agent will issue an apology. They will spend time talking with you and finding out what happened. They will listen inventively and undertake to get a satisfactory  explanation  to your issue. However, if your problem or complaint cannot be sorted with having an initial conversation with our front-line staff, we will look further into the issue for you and outline our plan to get a solution.

Step 2
Our front line staff will log the problem with a summary of the issues raised.  Your  contact details will  be  recorded and sent to our acting supervisor. Our acting supervisor (1890 68 68 68) will contact you within 48hrs of the complaint. If you feel that after this step, you are still not satisfied  with  the resolution  of this issue, then  your complaint will be further escalated.

Step 3
Your complaint is moved up a level from the acting supervisor  to  the  acting  manager (1890 68 68 68).  The  acting manager will contact you within 48 hours of your complaint. The aim at this level is the same as the previous level – to get to the bottom of the issue and find a resolution. This may include a form of redress as appropriate, again depending on your circumstances and the reason for the complaint.

Step 4
When we have exhausted all avenues and resolved the  issue, but you  are  still not satisfied  with  the  outcome, we will write to you giving written notice of the closure of your complaint. This notice will either be by letter or email and will include details of the CRU's Customer Care Team, if you wish to escalate your complaint.

***Our end goal is always the same – complaints will be resolved within 8 weeks, except in cases where the customer is not engaging with us or technical procedures would be required that would extend the time required to reach a decision***

How the CRU Can Help
If you are still not satisfied that your complaint has been dealt with, and  have  received  written  notification of  the closure of the complaint from  Panda  Power,  the  matter  can  be  referred  to  the Commission  for Regulation of Utilities (CRU) for a final review.

The CRU operates as an independent review body and issues rulings on complaints on a case by case basis.

Your complaint may only be handled by the CRU after it has gone through all the steps of Panda Power's complaints handling procedure.

The office of the Commission for Regulation of Utilities (CRU) can be contacted using the following ways:

• Phone: 1890 404 404
• Email: customercare@cru.ie
• Address: Customer Care Team, Commission for regulations, PO Box 11934, Dublin 24
• Website: www.cru.ie

If the CRU resolves the issue and makes a direction, you will receive compensation within 14 days or within one billing period where compensation or redress is in the form of credit to the customer’s account. If you have  moved away from Panda Power, we can provide an alternative method of issuing your credit i.e. Bank Transfer.

Further Information 

Data Protection
Panda Power acknowledges the rights of the customer under the  Data  Protection Legislation.  All records are kept purely for the purposes for which it was collected.

Contact Details
Please see our details below:

• Phone Lo-call: 1890 68 68 68 or 01 8298989.
• Email: Customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: pandapower.wpengine.com

**Please note that to maintain the highest level of service we may monitor and record calls**

Introduction
Panda Power is committed to providing you the highest standards in the provision of energy services. We've grown our business at Panda Power by focusing our services around our customers with particular emphasis on billing and payment options. In return, we expect our customers to pay their bills on time. This code of practice outlines our process in relation to billing, payment and disconnection.

Disconnection is always the last option but unfortunately it is an option for non-payment of your bill. Should you, as a customer of Panda  Power, get into  difficulty with  paying your  bill, please get in touch with us immediately so that we can  arrange  a  suitable  payment  plan. Disconnection only occurs in extreme circumstances after every possible solution has been exhausted.

If we break any of the guarantees and our standards contained within this or any Code of Practice, you're entitled to a payment of €30 from us. This will be credited to your account within one billing period.

Billing
Panda Power ensures that all customers will receive their bills promptly and regularly as per the terms and conditions of their contract. Bills will be issued no later than one month  after  the  receipt of scheduled meter reading or estimated data from  ESB  Networks  or  Gas  Networks Ireland for the billing period.

Panda Power offers both paper and electronic  billing  to customers.  If  a  customer  wishes  to switch from electronic to paper  or  from  paper  to  electronic  billing,  this  is  facilitated  by  a simple process at  no  cost  to  the  customer. However, a  cost may  incur  if the  customer availed of a discount by choosing electronic billing.

When we become aware of an unexpected delay in billing a customer that will exceed one full billing period, we will contact the customer where reasonably  practicable,  to notify  you of  the late billing.

If there are changes to a tariff, we will notify our customers at least 30 days in advance of the changes coming into effect, except where a customer is in a  flexible  contract  where  tariffs change more frequently.

Your Bill Explained
Your bill will include a number of items that you should be aware of:

• Your customer account number.
• Your customer name and address (billing address and supply address where different).
• Bill period
• Date of issue of a bill
• Date upon which the payment is due and your tariff category
• Meter readings indicating whether it is an actual reading (a), an estimate (e) or a reading submitted by a customer (c) Latest meter reading &  previous one
• The difference is the amount that you will be charged according to your tariff rate
• The value charged for each unit of measurement as well as unit rate agreed
• A multiplier may be applied to the reading in order to calculate your usage
• Any unpaid balances from previous bills, where applicable
• Any credits that you're entitled to, where applicable
• Standing charge
• Government Levies, that are collected on behalf of the State, with an explanation of such charges
• Service/transportation/network charges, if applicable
• Total amount due for the supply of energy in that period

If you are not happy with  your  bill,  please  see  our  complaints  handling  procedure  with contact details which can be found on the back of it.

Energy Charges
Panda Power shall be entitled to vary the Tariff, standing charges and Pass through Charges and any other elements used to calculate the Charges from time to time. Panda Power will notify you of changes to the Tariff as soon as reasonably practicable and, no later than 30 days before the change comes into effect unless you have signed up to a more flexible arrangement. Such changes shall take effect from the later of the date specified by Panda Power in such notice or 30 days after the date of such notice. If your average daily usage is less than 2 units per billing period (typically 56 days), you will be subject to a higher standing charge than other Customers.

Panda Power will notify you if your Energy consumption is in excess of what we reasonably deem to be appropriate for a domestic customer. In the event that your consumption exceeds the threshold for a reasonable domestic customer, Panda Power reserves the right to change you to a Tariff that would be more appropriate for your consumption.

Special Services
If you find it difficult to read your bill or would  like  someone  else  to  take  care  of the  bill  for you instead (carer, relative), please contact us and we will organize  a different arrangement for you.

Meter Reading

ESB Networks and Gas Networks Ireland provide the meter reading services to Panda Power. As a residential customer, ESB Networks and Gas Networks Ireland will attempt to take a  meter reading four times a year to ensure your  energy  usage  is  recorded  correctly,  although  they may not be able to gain access each time.

If your meter is not read due to access issues, your usage is estimated based on previous consumption. You can submit your own reading to Panda Power, Gas Networks Ireland or ESB Networks If you've received an estimated bill that you are not happy with it.

Panda Power will send you a prompt text and email a week before your meter read is due. We have an option on our website which allows you to submit your own meter read. This function can be found at https://pandapower.wpengine.com/Submit-a-Meter-Reading. To do this, you will  require your account number and MPRN/GPRN. In addition to this, our customer care team would be more than happy to submit it for you.

Payment Options
Invoices are due for payment 14 days from the invoice date. We ask that all customers to pay their bill on time, failure to do so may result in customers reverting back to our standard plan as they are failing to adhere to the terms and conditions of the contract. When  paying  a  bill  we  can  only  speak  to  the  nominated  or  named account holder, unless you've given written  consent  to  discuss  your  account  with  a  third party. We will also keep and use all personal data in  compliance  with  data  protection legislation.

Depending on your contract, we provide the following methods of payment:

• Postal

We can receive cheques made payable to Panda Power. Please send your cheque with your completed giro credit transfer slip attached to the bottom of your bill to our offices.

• Over the counter

We can receive payments from establishments that have the 'PayPoint', 'Payzone' or 'PostPoint' symbol as well as post offices.

• Directly – via phone or web

You can call customer service and pay us by giving your  debit or  credit  card details.  If you  are  using the phone to pay, we can only talk to the named account holder and take their details.

• Direct Debit

• • Direct debit is an option preferred by many customers. It is easy and occurs  regularly without intervention from you or us.
  • Your invoice will be presented for payment by direct debit to your nominated bank account within 14 days of invoice date. However, if the  account  is  in  arrears  your invoice will be presented for payment by direct debit to your nominated bank account with immediate effect.
  • If your direct debit is returned unpaid, you will be charged a €7  fee  by Panda  Power. This is due to the financial cost to Panda Power. Your bank may also charge you a separate fee.
  • Once we have received notification of this unsuccessful payment, you will be sent an automatic SMS to inform you of the  payment failure. We will also  attempt to  contact  you by phone to recover the unpaid amount the  following  working  day  before attempting to make representation to your bank for the amount of the unpaid direct debit(s). ◦

• • Should your direct debit return to us, you,  the customer,  agree and acknowledge  that  we will be permitted to make representation to your bank for the amount of the unpaid direct debit(s) within 7 days of the notification of return by your bank if we have not already received payment for this amount at this time
  • We will attempt this three times in total. You will incur charges for each unsuccessful attempt. If your direct debit is returned unpaid three  times, at this point you will default to a non-direct debit tariff and lose any direct debit discounts.
  • If you are experiencing difficulty or are aware that there won't be sufficient funds in your bank account to cover your direct debit, you should call our Customer Service team on 1890 68 68 68 at least 5 days before your Payment Due Date to arrange alternative payment. Please note that if it is less than 5 days before your payment is due, unfortunately we won’t be able to cancel your direct debit as it will already be initiated with your bank.
  • Panda Power may charge interest on overdue invoices on a daily  basis from  the  due date until the date of payment at a default  rate  that is 3%  per annum above EURIBOR as well as reasonable costs of trying to recover overdue payments.
  • If you are paying by direct debit, we follow the Irish Payment Service Organisation (IPSO) standard for notifications. Hence, if there is a  change  in  direct  debit,  you  will  be  notified 14 days in advance, unless otherwise agreed.

If you are a dual fuel customer you will receive separate bills, any payments you make will be allocated to the account against which you make them. In the event of non-payment of one  account,  we may only lock or disconnect the meter related to that particular account.

Payment arrangements  are  available  such  as  An  Post  Household  Budget  scheme, level/budget payment plans that allow the spreading of costs over  a  defined  time  period. Please call our customer service number  and  we  will  discuss  this  further  with  you.  All charges relating to the payment methods will be advised.

Security and Deposits
Panda Power may require security against future bills to the sum  of €300.00. This request will depend on your individual circumstances and credit history. We could  ask  that  when you sign up, you pay by direct debit and/or that you lodge a cash deposit.

Where a customer has not fulfilled their credit terms we will inform you of  the  steps  needed to improve your credit worthiness, and state what to do in order for security to no longer be required.

When a deposit has been requested, this security deposit will be maintained for a period of 12 months. The security deposit will be credited to the next bill following satisfaction  of credit terms for a period of 12 months continuously.

Closing Account & Final Bill
When you want to close your account or are moving house, you need to take the following steps:

• You will need to give us notice by phone, email or post. Please note our contact details:
  • Phone Lo-call: 1890 68 68 68 or 01 8298989.
  • Email: Customercare@pandapower.ie
  • Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
  • Website: pandapower.wpengine.com

• The notice must include the following:
  • Your name and MPRN/GPRN number (see top of latest Bill)
  • A closing meter reading
  • Forwarding address so we can send your final bill.

• We will only accept termination notice from the authorised account holder.

• If you can't provide a final reading, you will be billed based on an estimated reading provided to us by ESB Networks or Gas Networks Ireland.
• In the unlikely situation of us not being informed of you moving on from the named premises or fail to provide us with/agree to a final reading, you will  be  responsible  for any energy used up to the date the meter is disconnected or a new customer registers  with the premises. We will pursue unpaid debts using our debt collection procedures.

• All unpaid debts will be subject to our normal debt collection procedures.  We  may  withhold supplying energy or opening an account with us in your name until all your outstanding debt is paid. You may not be able to open a new account in  a new premise with us until all your outstanding debt is paid. Unpaid debts maybe transferred to a new account, this will depend on individual circumstances. If you have an outstanding balance  on your account, you may not be eligible for any cash back offers.
• Once we have a final reading and a forwarding address, we will issue  you  with your  final bill no later than six weeks from the effective date of the change of supplier or account close taking place.

• The final energy bill or energy statement shall include information about any credit due to  you and how this can be refunded. Any credit due to you will be refunded no later than 2 months from the date when the final energy bill or energy statement was issued.

Payment Difficulties & Arrears
We refer to 'disconnection' in this code of practice. The word disconnection refers to locking/unlocking, de-energisation/re-energisation and disconnection for non-payment.

We have a number  of  guidelines  and practices  in place  for  customers who  may have  difficulty  in paying their bills. That  is  why  it  is  imperative  that  you  contact  us  immediately  when  you get into difficulty. De-energisation or disconnection is a last resort, but it  is  a  resort  if  a  customer does not pay and after us repeatedly trying to get in contact with  them  with  no response back.

We aim to be as flexible as  we  can  with  customers  but  ultimately,  we  must  receive payment for the energy consumed or used.

Payment Plans
We have a number of payment plans in place to assist customers  who  are  experiencing  financial difficulty in paying their bills. We can engage with a money advisor acting on  your behalf as well as any third party authorized on the account. We will also offer our customers a prepayment meter or budget controller, if possible.

Each payment plan is individual to the customer. When considering a payment plan, we take into account a number of things, including but not limited to, the value of  the  debt,  the period of time outstanding, your previous payment  history, your ability  to provide  security  and other material factors.

We will treat all information in the strictest of confidence and our staff are trained to be sensitive when dealing with you and that offers of repayment will be carefully considered. Where a payment plan has been entered into to avoid disconnection, details of the payment will be sent to you in writing no later than one week after the plan has been agreed.

There are a number of state sponsored bodies, state agencies and recognized charities that offer household budgeting advice including MABS (Money Advice  &  Budgeting Service),  An Post Household Budget Scheme and the Society of Saint Vincent de Paul.

Disconnection Procedure
Disconnection of a customer due to non-payment is a last resort. As mentioned above in the section on 'payment difficulties and arrears', we work with customers who are in arrears.

Instances were disconnection may occur include:

• Failure to pay a bill relating to the supply of energy.
• When the named account holder requests disconnection or when the named account holder has given written permission to another party to request disconnection.
• No registered occupant at the property.
• For safety and/or operational reasons by ESB Networks/ Gas Networks  Ireland  where  appropriate.
• Failure to pay where a payment plan is broken.

We will not disconnect a customer in the following circumstances:

• Where a customer has entered into a payment plan and is honoring that arrangement.
• Where a customer is pursuing a complaint using the complaint handling procedures specified and the complaint is related to the  reason  for  disconnection.  We  will  not initiate a disconnection  in  relation  to  the disputed  amount  until  the complaint  process is exhausted. However, you maybe be required to pay the undisputed element of the charges billed and any subsequent bills that follow.
• The bill due is not for the supply of energy.
• For failure to pay a bill based on a regular estimate unless it  is fair and  reasonable  in the circumstances.
• Where a customer relies on a recognized life support system and has already informed us.
• During the winter months (1st November  to  31st  March)  where  a  person  is registered on our special services register.
• Where a customer is a member of any category of customer that the CUR may specify from time to time.

Disconnection procedures due to non-payment

We strive to do our  best to work  with customers who  find themselves in financial difficulty. It is imperative that you get in touch with the office if you find yourself in that position immediately. Our agents are trained to proceed with sensitivity.

We have clear internal processes that will be followed  before disconnection  due to non-payment of their account. We will contact and notify our customer to inform them  that  they  are  in arrears. In this notice, we will include information on any options the customer has to make payments and provide contact details for customers who want to enter into a  payment plan.  It will also include information on how to arrange to have a  pre-payment  meter  or  budget controller installed.

We will make further contact after this initial communication. This may include:

• at least two attempts to contact the customer in writing
• at least two additional attempts to contact the customer, via telephone, email,  text message or other format
• each attempt to contact the customer will take place no less than three working days apart. We will write to you and give you ten working days’ notice of our intention to request disconnection. The notice will contain the following information:
• The reason for disconnection
• List all costs that will apply for disconnection and reconnection
• Contact details so that you can arrange payments with us and avoid disconnection
• Please note that  disconnection  calls will not be  made on  a  Friday,  Saturday,  Sunday, eve of a public or bank holiday or on a bank or public holiday. However, disconnections for safety reasons can be made at any time
• Highlight that the payment of arrears cannot be made to the persons carrying out the disconnection
• Contact details for support agencies
• Highlight that if a customer opt for disconnection, arrears will still be recouped and standing charges may apply.

To avoid any doubt, we will not contact ESB Networks or Gas Networks Ireland for disconnection of a household customer until after the 10-working day notice period has expired.

Disconnection with no registered account holder
If it is discovered that the existing account holder has closed their account or did not close  it properly, we will issue a notice, in writing, to the new occupant. This will  be  in  advance  of  a request to disconnect the property due to no new account holder being registered.

Re-connection
When disconnection occurs, we will work with our customers to find a solution to reconnect the supply. Before we reconnect, all arrears and costs associated with the disconnection and re-connection must be paid in full. We will, however, work with customers to set up a payment plan.

However, this is dependent on individual circumstances. Where a settlement has been reached with Panda Power, you are then entitled to be reconnected under our standard terms and conditions. The provision of a security deposit or bond or other measure may be required to ensure that disconnection for non-payment will not occur in the future,  clear  conditions associated with this, including how it will be repaid will be provided in writing. If a customer has repeatedly been disconnected, failed to make payments of bills or fails to keep a payment plan, then re-connection may only take place after full payment for outstanding bills is made. You may  be asked for a higher deposit or may be required to use a prepayment meter  or  budget  controller.

Further Information

Data Protection
Privacy and records is of key concern  to Panda  Power. A  record will be kept and maintained  of  all the steps taken and all considerations made in relation to a disconnection. Panda Power acknowledges the rights of the customer under the Data Protection Legislation.

Contact Details
Please see our details below:

• Phone Lo-call: 1890 68 68 68 or 01 8298989.
• Email: Customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: www.pandapower.ie

**Please note that to maintain the highest level of service we may monitor and record calls**

Security Deposit Policy

There may be the requirement to seek a security deposit from customers. This decision is taken on an account by account basis. The value and duration of the security requirement is based all information available to Panda Power at the time of the decision.

New Customers

From time to time, a security deposit may be requested for new registrations.

Key reasons for requesting security deposits for new registrations include:

• Adverse credit report or credit insurance refused or withdrawn
• Adverse customer history
• Specific company policy not met

The general value of security requested is based on two months estimated consumption.

Every potential registration is reviewed on a case by case basis. The reason for a security deposit request and value required may vary from the information noted above and is based on the level of perceived risk.

The requirement for security can be reviewed upon request from the customer following twelve months provision of security in accordance with Panda Power requirements.

Existing Customers

Panda Power may request a security deposit from existing customers. The terms and conditions of this deposit can be viewed in Panda Power Supply Contract:  Customers General Terms and Conditions for the supply of Energy.

Key situations for requesting security from existing customers include:

• Prior to re-connection following disconnection for non-payment
• Following an insolvency event
• Change in credit worthiness

The general value of security requested is based on between two and four months estimated consumption. This is subject to change depending on the exact circumstance.

The requirement for security can be reviewed upon request from the customer following twelve months provision of security in accordance with Panda Power requirements.

Introduction
The objective of this code of practice is to protect customers from receiving unwanted, unfair or misleading marketing and advertising from Panda Power.

We work hard to deliver fair, accurate and easily understandable marketing material which specifies clearly the product being marketed and the period it covers.

Our employees and representatives are committed to ensure that they do not exploit a person’s inexperience or vulnerability or apply undue pressure when marketing to a customer.

We commit to ensuring that our employees or representatives / agents do not misrepresent our company or portray rival suppliers in a negative or inaccurate way.

If we break any of the guarantees and our standards contained within this or any Code  of  Practice, you're entitled to a payment of €30 from us. This will be credited to your account within one billing period.

Methods of Marketing Communication
In order to reach our customers and potential customers, we engage a variety of communication methods. These include but are limited to:

• Telephone
• Email
• SMS
• Direct mail
• Internet (including social media)
• Website
• Door-to-door
• Radio campaigns
• TV campaigns
• Press advertising
• Press interviews
• Insert with other Panda services' bill

Marketing Material
Our marketing material supports all of our methods of communication. Our aim is to be clear and unambiguous to its purpose. All products to which the material relates will be clearly specified.

We commit to ensuring that the information provided to customers either in writing or verbally through marketing and advertising campaigns will be:

1. Complete, accurate, transparent and not misleading in terms of information that is provided or omitted
2. Specifies clearly the offer/ product being marketed
3. Communicated in plain and accessible language
4. Relates to the products or services which are appropriate to the customer to whom it is directed
5. Fair in both term of its content and format of presentation

We produce marketing material for a variety of reasons. These include to get new customers, keep existing customers, inform about new promotions, and build brand awareness  and  engagement  and  to  compete with other suppliers.

Promotions
Any promotion  that is communicated with customers will include details  of the promotion and any changes  or conditions involved (e.g. billing cycle, payment method) prior to sign-up. All promotions that have a time limit will be highlighted to customers.

If there are changes in conditions which are not known at the time of sign up but later change, all customers who signed up to the promotion will be informed (by invoice or text) of these changes in advance of their coming into effect and no less than 30 days before the end of the promotional contract.

Comparison of Tariffs
Panda Power are committed to publishing all tariffs for household customers on our website. These tariffs can be easily identifiable and accessible from a prominent position on the home page of our website. When we compare our tariffs with our rival suppliers,  this  information  will  be  clearly  presented  on  our  website, which will be easily accessed. Comparison will be made on a like-for-like basis with the date of comparison made obvious. We commit to reminding customers that rival tariffs are subject to change.

In addition, if a tariff we are using for comparison is due to change within the next three months, this will be evident in our material.

When discounts or differences in tariffs are discussed, we will clearly outline the difference in all charges. Tariffs are displayed with and without VAT.

Further Information

Data Protection
Panda Power acknowledges the rights of the customer under the Data Protection Legislation. All records are kept purely for the purposes for which it was collected.

Contact Details
Please see our details below:

• Phone Lo-call: 1890 68 68 68 or 01 8298989.
• Email: Customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: pandapower.wpengine.com

**Please note that to maintain the highest level of service we may monitor and record calls**

Introduction
This code of practice applies to the use of  Pay  as you Go Meters and Budget Controllers. Pay as  you  Go Meters  are an easy way to pay for your energy. It allows you to budget as you  pay for  your  energy  as you use  it.  Once  you keep your account in credit, your energy supply will  be  maintained.  Failure  to  keep  your  PAYG  meter in credit will result in your supply been cut off.

If we break any of the guarantees and our standards contained within  this  or  any  Code  of  Practice, you're entitled to a payment of €30 from us. This will be credited to your account  within  one  billing period.

What is a Prepayment Meter
When a pay as you go meter is installed  in  your  home,  you  will be  issued  with  a  pay-as-you-go-energy  card. This will be used for topping up so please keep it safe. You can buy credit or  top  up this  card at  various  shops  with PayPoint and Payzone symbols.

The payments are different to a standard credit customer and may be higher. At the time of purchase, we  will provide details of the pricing differences that will apply between Pay as you Go and credit meter customers.

When you buy credit with your pay-as-you-go-energy card and credit your meter, you pay for:

• Energy consumed

• A daily standing charge

• PSO/Government Levies

• Payments off money that is owed from previous bills, if applicable.

'Pay as you go' metering is a good way to budget and keep control of your account. The Meter may assist you in paying  off arrears accumulated by  you previously. Your meter will  display how much  credit you have left to use.   It will also show you how many days of energy that you have left, based on your current usage.

Eligibility
Panda Power will only discuss and install a ‘pay as you go' meter  with  the  named  account  holder  or  with  a  person with the written consent of the customer. If you are a tenant in a rental property, permission from the owner/landlord of the property should be sought before installation.

When you call up and we start discussing  'pay as  you go'  meters,  we  will  assess your  suitability  of  'pay  as you go' meters. Vulnerable Customers Code of Practice, may not be eligible for pay as you go meters.

It is important that users of 'pay as you go' meters are capable of using any  technology  that  is provided  safely,  that they can access it physically and also have access to a location to purchase top up credit.

Socialisation Eligibility
Where the cost of installation is socialized (free of charge to the customer), we will ensure that 'pay as you go' meters will only be installed in cases where a customer is in genuine financial hardship. The in genuine financial hardship is  not the customer’s meter and that they will be billed using the consumption recorded on their credit meter. We  define 'genuine financial hardship' as a customer who is unable to make payments against their bills without assistance and are finding themselves in constant arrears.  In  order  to  identify  customers  who  need  these meters, we work  with,  where  possible,  MABS and St. Vincent DePaul, who will assist us  in identifying individuals  in need of this level of assistance. However, it is still a matter for Panda Power to ultimately make the decision.

Bills
With a ‘pay as you go' meter, you will not receive bills  every  two  months.  However,  we  will  issue  you  a statement annually with details of your consumption and payments made.

All Panda Power bills will have our contact details on it. Therefore, you can contact in many different ways should  you wish to arrange alternative payments, discuss meter charges  or  if  you  seek  advice  on  how  to use  your meter.

How to Buy Credit
Buying credit is easy. Simply take your pay-as-you-go-energy car_d to a shop that has the 'Pay Point’ or 'Payzone' symbols. Check out www.paypoint.ie or call 1800  923  259  for  a  full  list  of  their  stores  with  opening  hours.  Visit www.payzone.ie for  an  online  full  list  of  approved  vending  facilities  in  your  area,  complete  with telephone numbers and opening hours.

Do not buy credit from unapproved shops as we have no ability to  allocate  the  credit to  your account and any credit bought will be ineffective.

Keep your receipt for proof of purchase.

Your receipt will have a 20 digit code printed on it. You will use this code and enter it into  your  meter  to top  up  with your purchased credit.

There is a minimum amount of €10  credit and a  maximum  of €100  credit that you  can  put on your  card at any  one time, up to a total value of €300.

If you lose your card, please call us immediately. There may be a cost of €2.50 to replace lost cards.

Customers with Special Services
Customers who are registered as vulnerable customers cannot be disconnected in winter (1st November – 31st March). For more information, see our code of practice on Vulnerable Customers. The CRU has put  in  place  measures to protect vulnerable customers against disconnections, however these measures will no longer  apply where customers avail of a PAYG meter or a budget controller.

For this reason and for accessibility issues, 'pay  as you  go  meters  may not be  ideal  for  such  customers.  Please get in touch with us on 1890 68 68 68 to discuss possible alternative arrangements, such as payment plans.

For Gas, vulnerable customers cannot be disconnected in winter months, where a gas prepayment meter has been installed there is an option that would not allow the meter to shut down during winter months.

Customers who have Outstanding Debt
If a customer has a pre-existing debt, they may be advised to get a 'pay as you go'  meter. This  will  help  the customer to budget and the meter will assists  you  in  dealing  with  your  debt  while  maintaining  supply  of  energy.

For the purposes of this section, debt is considered to be debt accumulated  due  to  failure  to  make  payment against costs for the supply of energy.

This prepayment meter can only be used for the recovery of costs for the supply of  natural gas or  energy  and  cannot be used for the recovery of debt for any other additional services or products.

For customers who opt for a 'pay as you go' meter as part of a  debt  settlement arrangement  the  following will apply:

• We  will write  to you  to make  you aware of the  total amount of  the  debt (including debt built up due to  a difference between your credit meter and budget controller using the meter read on the date of installation), the likely length of time to repay the debt  and how your  instalment for debt recovery  has been calculated.

• A portion of your  credit payments  or  top  up will go  toward  paying off  the  accrued  debt. You may pay  up to 25% of your debt at every top up; this will go towards your outstanding debt. We will work with individual customers, considering a customer's  financial  situation  when  deciding  the  portion  of  every  top up credit which will be put toward paying  back  the  arrears  amount.  We  want  to  ensure  that payments are manageable.

• You will receive a statement, three times a year, detailing consumption, payments arrangements and payments made. You can call us up at  any  time  to  get  up  to  date  information  on  your outstanding debt, how long it will take to pay off and total amount repaid.

• When you have paid off your debt, we will write and tell you that the debt has been fully paid. Your payments of up to 25% toward accrued debt will stop. This written communication  will  take  place  no  more than one billing period after the debt has been repaid.

If you leave Panda Power to go to another supplier but have  accrued  debt, we will discuss  options  of repayment with you.

When a customer is experiencing difficulties
If we see that your pattern of buying credit for your meter has changed, we may write or  phone you to  discuss  why this is happening. We want to ensure that if there is a problem that we  can help  you  to  resolve  it. If you  have built up arrears on an account the Pay as you go metering could  be a  good  way  for  you  to repay  the arrears while maintaining an energy supply.

Refund Policy
If you have paid credit above your usage or have built up a credit balance for  any reason,  you  will be  due  a  refund. If you are due a refund and are changing providers, you will  receive  your  refund  no  later  than  two  months from the effective date of the change. The  refund  will  be  made  by  cheque  or  electronic  transfer  of  funds and you should contact us at our accounts department at the following contact details:

• Phone Lo-call: 1890 68 68 68 or 01 8298989.
• Email: Customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: pandapower.wpengine.com

Emergency Credit
Panda Power will supply you with €5 of Emergency  Credit. This can  be activated  when you are close  to or  have  run out of energy credit.  However,  you are advised  to maintain  credit on  your meter as  the  energy  supply  will be shut off when your meter runs out of normal and emergency credit.

Should your emergency credit run out during the  week  after 4pm  (5pm summer  time),  your  supply  will  not go off until 9am (10am summer time) the  following  day. This will allow  you  time  to  buy  more  credit. Similarly,  if  you run out of emergency credit after 4pm (5pm summer) on a Friday, your supply will not  go  off  until  9am  (10am summer time) on the following Monday.

Your supply will not go off on the following days either:

• Christmas Eve
• Christmas Day
• St. Stephen’s Day
• New Year’s Eve
• New Year’s Day
• St. Patrick’s Day.

However, when you buy your next top up, you must ensure that you buy enough to cover the cost of the emergency credit as well as the normal credit amount.

Further Information

Tariffs
Our schedule of charges and tariffs is published on our website. You can  also  view  the  prepayment  service  charge directly from your keypad. If you are unsure  of what the  unit rate  is, you can  always call us  on 1890  68  68 68 and we will let you know.

Changes to our schedule of charges, your tariff and our terms and conditions will be published on our website.

Data Protection
Every customer has a right to privacy and we use their personal information  only for the purposes in  which  it  was collected.

Panda Power acknowledges the rights of the customer under the Data Protection Legislation.

Contact Details
Please see our details below:

• Phone Lo-call: 1890 68 68 68 or 01 8298989.
• Email: Customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: pandapower.wpengine.com

**Please note that to maintain the highest level of service we may monitor and record calls**

Introduction
This code of practice outlines the systems and processes that we have put in place which protects registered vulnerable customers from being disconnected, during set time periods.

If we break any of the guarantees and our standards contained within this or  any  Code  of  Practice,  you're entitled to a payment of €30 from us. This will be credited to your account within one billing period.

Definition of a Vulnerable Customer
A vulnerable customer is defined in legislation as a household customer particularly vulnerable to disconnection during winter months for reasons of advanced age and is critically dependent on electrically powered equipment, which shall include but is not limited to:

• life protecting devices
• assistive technologies to support independent living
• medical equipment
• of advanced age or physical, sensory, intellectual or mental health.

Advancing age is taken to be a person of pensionable age (66 years or above) living alone, with another vulnerable person or with minors. Any household customer who fulfils these criteria and  has registered with Panda Power will be deemed a Vulnerable Customer on either our Priority Services  Register or Special Services Register.

Our Commitment to you
This is our commitment to you:

• You will receive a friendly representative or agent when you contact us.
• We will maintain and regularly update the register of our vulnerable customers particularly those who are vulnerable to natural gas or electricity disconnection during winter months.
• Once you register with us on our vulnerable customers register, you will be on the best rate for your chosen payment method and billing format.
• For customers with hearing or visual impairment, you can avail of a number of communication options to suit your needs.
• Customers registered as critically dependent on electricity will not be disconnected for non- payment of account.

• Customers registered as particularly vulnerable to disconnection during winter months will not be disconnected for non-payment of account in winter months (1^st November – 31^st March)
• The vulnerable customer COP will be brought to the attention of our customers at least once a year and on sign up.

Collection of Vulnerable Customer Data
To be included on the register, you will  have  to  inform  Panda  Power.  Once  you  contact  us,  we  will send out an application form and make note of your circumstances. If you provide verbal notification of vulnerability but fail to complete or return completed and signed registration forms, Panda Power will send a reminder letter. If  you  are critically dependent  on electricity, we will then give you an additional form to fill in. As soon as we receive your forms, we will begin the registration process. We may require you to demonstrate eligibility for inclusion on the register which may include medical confirmation.

Priority & Special Services Register
Priority Service Register: Customers who are registered as critically dependent on electricity are  listed  on the Priority Services Register.

Any customer who is reliant on electrical home equipment, both life  supporting and non-life  supporting are included on the list, once self-registered.

This equipment includes:

• Oxygen Concentrator
• Personal Suction Pump
• Home Dialysis
• Peg Tube Feeding Pump
• Electric Hoist
• Total Parental Nutrition Machine
• Ventilator
• Nebuliser
• Electronic Pressure Relieving Mattress
• Household Lift

Customers on this list will not be disconnected for non-payment of account.

Special Services Register: Customers who are particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual or  mental  health  are  included on the special services register.

The following customers can self-register to be on the list:

• Deaf
• Hard of hearing
• Blind
• Partially Sighted
• Elderly (Aged 66 or over, living alone or with other persons over 66 or with minors mobility Impaired).

Customers on the special services register shall not be disconnected or de-energized during the winter months for reasons of non-payment of bills.

If you are registered on the Priority List or Special  Services Register, we will pass your details to ESB Networks and Gas Networks Ireland for inclusion on the industry register.

PAYG Meter
Panda Power will implement adequate and efficient processes to ascertain to suitability of PAYG meters for vulnerable customers. There will be no penalty fee on PAYG customers who terminate a contract of supply where the PAYG meter is no longer suitable for use due to their vulnerability.

Special Communication Services
We have special communication services for customers with hearing and visual impairments. Upon request our special communications services include for all requested communications (See list Of Communications Below):

• Braille communications - we can provide Braille communications to people who are Braille readers.
• Telephone communications – we can provide full support for people who are blind  or  have  a visual impairment through our call centre and all standard customer queries can be dealt with through this method. We will give training to our call centre agents to provide this service.
• Large print communications – for people with visual impairment
• Online communications – for people with hearing impairment.
• Redirecting communications – for people who request it, we can send communications to a friend or relative.

The following is a non-exhaustive list of communications that is available in non-standard format for vision and hearing impaired customers_.

• Customers’ Bills
• Household Customer Terms & Conditions
• Customer Charter
• Customer Codes of Practice
• Household Tariff Information
• The energy bill and the energy statement
• Personalized Household Customer Communications
• Outage Notification (standard format to designated address)
• Any letter to a customer informing them of a change in services or tariff
• Any insert to customers that has been required by the CRU

Nothing in this COP shall oblige Panda Power to make expenditure and this requirement does not oblige  us to pay for software or hardware to the customer.

Third Party Representation
We provide a simple method for customers to register a  third-party  representative  on  their  account where necessary. All that is required is a call from the account holder and third party to confirm their agreement.

Further Information

Data Protection
Privacy and customer records are of key concern to Panda Power. The  database  that  contains information on all customers registered on our vulnerable register – whether priority register or special services register will comply with relevant Data Protection requirements.

Panda Power acknowledges the rights of the customer under the Data Protection Legislation.

Contact Details
Please see our details below:

• Phone Lo-call: 1890 68 68 68 or 01 8298989.
• Email: Customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: pandapower.wpengine.com

**Please note that to maintain the highest level of customer service we may monitor and record calls**

Introduction
We have laid out our general terms and conditions in a fair transparent way, making them easy to understand for all our customers. They should be read in conjunction with the various Codes of Practice (COP) and policies including the Panda Power Customer Charter listed below and which are freely available on our website or a posted copy upon request:

• COP on customer billing and disconnection
• COP on Marketing & Sign up
• COP on Vulnerable customer
• COP on Customer Complaints
• COP on Prepayment metering
• Customer Charter

For specific offerings, we may furnish you with additional specific terms and conditions depending on the particular offering subject to the prior approval of the Regulator of the additional terms and conditions. Tariffs will also be made available on the website and by email or by post.

We at Panda Power are constantly improving our service and these terms and conditions will change from time to time with due notice either electronically or by post with at least 30days’ notice of change taking effect, to our customers as the needs of our customers and the regulatory environment to energy changes. The customer will be given the right to withdraw from the changed terms and conditions during that 30-day period. See our website for most current terms and conditions.

We would ask you to take particular note of the following provisions: security deposit (clause 4), duration (clause 2.1), pricing (clause 5), termination for non-payment (clause 9) and date protection (clause 10).

For further information, please see our details below:

• Phone Lo-call: 1890 68 68 68 or 01 8298989.
• Email: customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: www.pandapower.ie

Definitions
In this agreement the following terms shall have the following meanings, unless the context otherwise requires: In these conditions the words below have the following meanings:

• “Agreement” means this agreement for the supply of energy including the application signed by you in person or any application agreed by you on-line, by telephone or received by email and sent to you within a reasonable period called a cooling off period and during which you may opt out of the contract or in the event that you occupy a property if you consume energy on the property, this agreement governs our relationship too. It may also include specific additional terms for specific offerings.
• “Arrears” means an overdue payment that has not been paid by the Customer or on an account;
• “Billing Period” means a period of two months in respect of which we will issue invoices to you under this Agreement;
• “Budget Period” means a period of two months in respect of which we will issue invoices to you under

this Agreement;

• “Budget Controller and in-Home Display” means the device installed by us to record your payments and your electricity consumption and which interrupts your electricity supply if payment is not made;
• “Conditions” means the standard terms and conditions of supply set out in this document;
• “Distribution Services” means any works carried out by ESB Networks or Gas Networks in relation to the customer’s Energy Connection, including but not limited to the provision, installation, repair, maintenance, energisation or de-energisation or servicing of the Meter or equipment used in the distribution and supply of electricity;
• “Energy Connection” means the connection between the electricity and gas networks and the property

up to and including the Meter;

• “Energy Network” means all of the transmission and distribution wires used for the transmission, distribution and supply of electricity & gas to, from or within Ireland;
• “Emergency” means emergency endangering persons and/or property or an outage in the energy

supply arising from a fault in the electricity or gas network;

• “Emergency Credit” means €5 credit which is available when the balance on the Budget Controller and in-Home Display goes to zero, allowing you to continue to use energy. Emergency credit will be recouped the next time you Top-Up Up or, at our discretion, in stages over a number of subsequent Top-Ups as set out in the Tariffs;
• “Emergency Response Service” means the emergency response service operated by ESB Networks & Gas networks for the purposes of receiving and responding to reports of actual or suspected energy emergencies;
• “Equipment” means the Panda Power Equipment together with the Other Equipment;
• “Friendly Credit” means credit which is available when the balance on the Budget Controller and in- Home Display goes to zero, once your Emergency Credit has been used. This credit will apply from 5pm to 9am Monday to Friday, weekends and on the main public holidays and prevent your electricity being

cut off at those times. Friendly Credit will be recouped the next time you Top-Up or, at our discretion, over a number of subsequent Top-Ups as set out in the Tariffs;

• “Installation Charge” means the fee for the installation Service as set out in the Tariffs;
• “Installation Service” means the installation of the Budget Controller and in-Home Display at the Premises, as more particularly described in Section 6;
• “Length of Agreement” means the term or duration of the Agreement, which will be notified to you at

the time of the Agreement;

• “License” means the License to supply electricity granted to us by the Regulator to supply electricity;
• “Meter” means the energy meter and related fittings and wires installed by ESB Networks or Gas Networks for the purpose of measuring the quantity of energy used by you on the Property and includes any such meter or meters of any type supplied to you at any time at the Property;
• “MRSO” means the Meter Registration System Operator, a body run by ESB Networks which maintains

the register of all electricity meter points in Ireland;

• “Payments” means any amount due by you (the Customer) for the supply of energy or otherwise under the Agreement.
• “Panda Power” means the company Panda Power Limited with a registered address of C/O Panda Waste, Rathdrinagh, Navan, Co. Meath (Company registration number 529870) and includes its successors, assigns, designated third parties, subcontractors and other group companies in the Panda Group and affiliates, as requires. It will also be referred to as the Supplier;
• “PAYG Equipment” means the Panda Power Equipment consisting of the Budget Controller and in- Home Display
• “Property” means the Property specified in the application for energy supply completed by you or such

other Property as may be notified by you to us and accepted by us from time to time;

• “Pay as You Go Meter” means the prepayment computerised meter through which energy may be pre- paid from us using a top-up card;
• “Priority Support Customers” means a household customer is either
• Critically dependant on electrically powered equipment, which shall include but is not limited to life protecting devices, assistive technologies to support independent living and medical equipment or
• Particularly vulnerable to disconnection during winter months for reasons of advanced age or physical/sensory/intellectual or mental health.
• “Regulator” means the Commission for Regulation of Utilities and it is Ireland’s independent energy

regulator;

• “Smart Meter” means a budget controller that may be supplied by Panda Power which provides advanced features and that is capable of recording half-hourly usage data and contains a mobile SIM card. Provided there is adequate mobile network coverage, this allows us to communicate directly with the meter for a number of purposes including: adding top-ups to the meter automatically; technical monitoring; updating your tariff; deducting a charge; sharing information about your energy usage;
• “Tariff Structure” means our list of current tariffs and the pricing structure applicable to each; and means you the customer who has entered into the Agreement. Where you are more than one person or entity, each person or entity is jointly and severally liable for your obligations under this Agreement;
• “Top-Up” means pre-paid codes supplied by us through retail outlets and which may be input into the Budget Controller or the connected in-home display either manually or in the case of a Smart Meter automatically, to procure the supply of energy in accordance with Section 6.
• References in the Conditions to a document shall be references to such document as amended or replaced from time to time.

Deemed Contracts
In the context of the customer – supplier relationship, a deemed contract arises where a customer is supplied with gas or electricity at a premises by licence holder without having formally agreed the terms and conditions for this service. Typically, a deemed contract occurs where:

1. A customer moves into a property where there already exists a supply of gas or electricity and has not agreed contractual terms with the supplier who provides the supply of gas or electricity to the property, or
2. A fixed term contract expires and there are no explicit provisions for the period immediately after expiry. The characteristics of gas and electricity as commercial products are such that it is practically unfeasible and inconvenient to disconnect the supply of gas or electricity to a property when a customer moves out and reconnect it when a new customer moves in. In this context, the role of deemed contracts is two-fold: it allows customers to avail of uninterrupted supply of gas and electricity when moving premises or after the expiration of a fixed contract and also provides suppliers with a consistent and legal basis upon which they can supply gas or electricity to a premises where a contract of supply has not yet been agreed and subsequently charge for this supply.

1. • A Deemed Contract will be in place where a premise is no longer subject to a contract for supply of electricity and/or gas “Energy” by Panda Power and is connected to a supply under a Deemed Contract.
   • A Deemed Contract will commence on the date you take Energy supply from Panda Power.
   • The Terms of a Deemed Contract constitute an agreement for the supply of Energy between you and Panda Power
   • Customers supplied under a Deemed Contract are free to enter into a contract of supply with Panda Power or with another supplier.
   • Where a Deemed Contract is in place, it will continue until you register and enter into a new contract with Panda Power or you enter into a contract with another provider.
   • Under a Deemed Contract you will be charged Panda Power Standard rates and you are responsible for the payment for the Energy supplied.
   • Under a Deemed Contract we will issue bills to your property based on actual or estimated meter readings which you are liable to pay.
   • Where a premise is no longer subject to a contract of supply with Panda Power and is being supplied under a Deemed Contract, it will be at risk of disconnection.
   • Premises supplied under a Deemed Contract are subject to SCA and/or GCA.

Supply & Length of Agreement

• Panda will supply Electricity & or Gas to the Customer (“You”) at the Property for the payments set out in the Agreement. Panda Power will notify you at the time of the Agreement of the length of the Agreement, for example the duration of the contract. After your contract end date, you will revert to Panda Power standard unit rates unless a renewal has been agreed.  In certain offerings and subject to the cooling off period in consumer contracts, the contract will be for a specified minimum period during which time early termination by the customer may attract clearly defined penalties.
• 3.2.In the event that we do not already supply you at the Property, we will begin supplying the Property on the date the MRSO notifies us we are the Supplier and the Agreement will commence on that date.
• 3.3.The customer can cancel the Agreement within 14 days from the date you agreed to this Agreement under the European Union (Consumer information, Cancellation and Other Rights). Regulations 2013 by using the cancellation form on our website at www.pandapower.ie or by contacting us at the above address, phone number or email address. In any distance selling contract where the contract is concluded by email/internet or telephone, the customer shall have a right to terminate any such contract within 14 days of the conclusion of the contract without any reason.
• In certain circumstances, you may require us, for whatever reason, to supply energy to you during the 14- day cancellation period set out above. In the event that you wish to cancel this Agreement during the 14 days but following the commencement of our supply of electricity to you, you agree to pay for all electricity supplied to you up to the date of cancellation.
• It is a matter for us to ensure that you have consent to make a joint application and we will not open an account without the permission of the person who is to be named account holder or their nominated representative. Where a joint account is to be opened, we will confirm with any other named person on the account that they wish to be named as soon as possible after the initial account opening. In the event that we are given false, misleading or inaccurate information, it is company policy for us to pass details of such infringements to fraud-prevention agencies. The Agreement will continue until the Agreement is ended by either of us in accordance with Condition 12 (Termination).
• 3.6.Panda Power will send to customers a written notification either separately (via post or, for those customers who have signed up for electronic billing, by email) or on a prominent position on the bill and display the following information no less than 30 days prior to and no more than 60 days in advance of the expiry of a fixed term contract. With this notice, we will include the following information in this notice:
• Date when the customer’s fixed-term contract is due to expire
• Estimated annual bill for the customer’s current energy plan (based on updated CRU approved annual consumption figures)
• 3.7.Where a customer has been on the same energy tariff for the past 3 years or more, Panda Power will issue a written notification or email on an annual basis to prompt customers to review their contract.

Meter Reading & Equipment

• In accordance with our code of practice on billing which is available upon request in hard copy or on line at www.pandapower.ie the energy supply will be measured at the Meter which has been installed by ESB Networks or Gas Networks. ESB Networks or Gas Networks will also maintain the Meters on behalf of Panda Power.
• Panda Power ensures that all customers will receive their bills promptly and regularly as per the Conditions. Bills will be issue no later than one month after the receipt of scheduled meter reading or estimated data from ESB Networks or Gas Networks for the billing period.
• ESB Networks & Gas Networks provide the meter reading services to Panda Power. As a residential customer, ESB Network & Gas Networks representatives take a meter reading four times a year to ensure your electricity usage is recoded correctly. We will also have two planned estimates per annum.
• when your meter is not read, your usage is estimated based on pervious consumption, time of year and other relevant factors. Any adjustment will be made when the next meter reading takes place. Additionally, if we have not been able to get Meter readings for any reason, we will use estimated readings. You can also provide us with your Meter reading by phoning 1890 68 68 68.

You can, however submit your own reading to ESB Networks or Gas Networks at any time. Sometimes, where an ESB Networks or Gas Networks representative can’t get access to your meter they may leave a card with you. Calling ESB Networks within 24 hours of receiving the card with your meter reading will avoid you receiving an estimated bill. ESB Networks can be contacted on 1850 33 33 77 or online at www.esbnetworks.ie.

• we will regularly send you bills for the energy that you use. Your bill may also include charges for additional services which you will have agreed to pay.
• if you or we discover that any Meter reading has been inaccurate or omitted, or the readings have not been converted into charges correctly, you or we, as the case may be, must pay any money that is due at the date of the next bill or when requested to do so by Panda Power.
• if we supply energy to you but all or part of such energy supplied is not registered by the Meter (due to a fault or unauthorised interference or any other reason), you must pay an amount equal to the charge that would have been payable had the Meter or metering equipment been working properly.
• further information on your bill can be obtained in our code of practice on billing entitled Customer Billing & Disconnection.

Security Deposit
Sometimes we require security against future bills. It will depend on your individual circumstances and credit history. We could ask that when you sign up, you pay by direct debit and/or that you lodge a cash deposit.

When a deposit has been requested, this security deposit will be maintained for a period of 12 months. The security deposit will be credited to the next bill following satisfaction of credit terms for a period of 12 months continuously. If the customer has met our credit terms, then in such circumstances the security deposit will be returned.

Prices & Billing

• Panda Power ensures that all customers will receive their bills promptly and regularly as per these Conditions. Bills will be issued no later than one month after the receipt of scheduled meter reading or estimated data from ESB Networks or Gas Networks for the billing period.
• Panda Power offers both paper and electronic billing to customers. If a customer switches from electronic to paper billing, this is facilitated by a simple process at no cost the customer. However, a cost may incur if the customer availed of a discount by choosing electronic billing.
• Every customer is billed at their relevant tariff rate or category and the tariff number will be communicated to you on your bill either by post or electronically. This depends on the network that you’re connected to -urban, rural or night saver. The following is a list of the potential profile Numbers and this will depend on your location:

1. • Profile number 1 is residential urban
   • Profile number 2 residential urban night saver
   • Profile number 3 is residential rural
   • Profile number 4 is residential rural night saver. For the profile number 4 customers, a cap liability will be in a place for usage in excess of 1,583kWh for every two months.

The profile Number will be set out on your bill on the top right hand corner of the bill.

• when we become aware of an unexpected delay in billing a customer that will exceed one full billing period, we will contact the customer where reasonably practicable, to notify you of the late billing.
• if there are any changes to a tariff, we will notify our customers in conjunction with the terms laid down by the CRU, except where a customer is in a flexible contract where tariffs change more frequently. For up-to-date information on all applicable tariffs and charges that may be obtained please see our website https://www.pandapower.ie/
• when you get your bill, it is for the amount that you have consumed or used. We ask that all customer pay their bill on time with the right amount.

We have a number of options for payment and depending on your agreed contact of discounts, you may have agreed to one particular method, e.g., direct debit.

Further information on your bill can be obtained in our code of practice on billing entitled “Customer Billing & Disconnection”.

Marketing
Panda Power, members of Panda Power group and /or agents acting on behalf of Panda Power may wish to contact you by text message, e-mail, post, telephone or in person with information about products or services (relating to gas, electricity or other products and services, including those offered by third parties) which may be of interest to you. Please follow carefully the instructions below to ensure that your marketing preferences are respected.

If you do not wish to be contacted by e-mail or text message with information about Panda Power products and services which relate to the supply of electricity, gas, or Home Team products, please exercise your right of opt-out as described below.

If you do not wish to be contacted by post, telephone or in person with information about Panda Power products or services, including those which may not relate to the supply of electricity or gas, please exercise your right of opt-out as described below.

How to exercise your right of opt-out

When registering your market preference with us, you are responsible for recording your preference accurately. If you have multiple accounts with Panda Power, you must ensure that your preferences are recorded accurately and inform us which accounts you wish to opt-out from.

You can exercise your right of opt-out by either writing to us at:

• Phone Lo-call: 1890 68 68 68 or 01 8298989
• Email: Customercare@pandapower.ie
• Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: www.pandapower.ie

Pay as you go Metering
A prepayment meter is a meter that is installed in your home which allows you to use an energy card. You can top up this card at various shops with PayPoint and Payzone symbols.

There is an additional service charge when you us a ‘pay as you go’ meter. When you buy credit with your

Electricity Card and credit your meter, you pay for:

• Electricity consumed
• A daily standing Charge
• A daily Service Charge
• PSP/Government Levies
• Payments off money that is owed from previous bills, if applicable

‘Pay as you go’ metering is a Good way to budget and keep control of your account. Your meter will display how much credit you have left to use. It will also show you how many days’ worth of electricity that you have, based on your current usage.

In relation to Eligibility, Panda Power will only discuss and install a ‘pay as you go’ meter with the named account holder or with a person with the written consent of the customer. If you are a tenant in a rental property, permission from the owner/landlord of the property should be sought before installation.

We will perform the installation Service at the Premises at a time agreed with you. The installation Charge, which applies to our provision of the installation Service.

If we or you discover that a Budget Controller and in-Home Display reading has been inaccurate or omitted the readings have not been converted into Charges correctly, we or you, as the case maybe, must pay any money that is due in order to correct for such errors or inaccuracy (such payment to be made within 28 days of the notification to you or us in writing of the error of inaccuracy).

The Budget Controller and in-Home Display will at all times remain our property and you will have no rights or interest in it. This item must be used in accordance with our instructions and terms and conditions.

Necessity for mobile communications: if you have a Smart Meter, the energy meter is intended to automatically communicate with Panda Power. Panda Power Smart Meters require mobile network coverage in order for all its features to work correctly. You must not interfere with the meter in any way that would cause it to lose mobile network coverage.

If you use Friendly Credit, Emergency Credit, or other credit advanced to you either automatically of at our discretion, this credit will be recouped from your next Top-Up or over a number of subsequent top-ups.

If you bypass the budget controller, or otherwise obtain energy without paying for it, we will also recoup any costs we incur in uncovering this activity and in recouping the amount that is due. If you in good faith dispute any Charge or other sum falling due under this Agreement, no payment of the disputed sum will be required to be made until such dispute is settled or otherwise determined. In the interim you must pay all other Charges and any other sums falling due under this Agreement in the ordinary way. Once the dispute is settled or determined we will pay any amount that is still owed by us or, as the case may be, you must pay us any amount owed by you.

If you make an appointment and cannot keep it, you must let us know by midday the day before, or we may charge you a Missed Appointment Charge.

If you request a visit to the Premises to check the Budget Controller and in-Home Display, we may charge a call out charge.

Certain customers such as those that are on our special services register that have an impairment that could impact an ability to use a technology may not be eligible for prepayment meters.

It is important that users of ‘pay as you go’ meters are capable of using any technology that is provided safely, that they can access that they can access it physically and also have access to a location to purchase top up credit. If a customer opts to pay by a ‘pay as you go’ meter and had credit difficulties, a portion of their credit payments or top up will go toward paying off the accrued debt. Should you find yourself in this position, 25% of your total payment amount will automatically deducted and used to pay this outstanding debt until such a time that this debt is cleared. In outstanding circumstances, we will work with individual customers taking into account a customer’s financial situation when deciding the portion of every top up credit to ensure that payments are manageable.

Change of Supplier and Debt Flagging
A customer shall not be charged for changing energy suppliers. Panda Power reserves the right not to sign a new customer in certain circumstances and in compliance with our energy supply license. When your request to switch is processed, your current supplier will notify MRSO who in turn will notify us if you are in arrears for more than the level set for all customers by the Regulator. If we decide not to carry out the switch because of arrears, we tell you verbally. In the event, you are in arrears with Panda Power, more than the level set for all customers by the Regulator we will seek to prevent the switch by notifying MRSO who in turn will notify the other supplier.

Energy Emergencies and Safety
ESB Networks operates an Emergency Response Service on behalf of all customers. The 24-hour telephone number of the emergency response service is 1850 37 29 99.

Gas Networks operates an Emergency Response Service on behalf of all customers. The 24-hour telephone number of the emergency response service is 1850 20 50 50.

For the duration of a Network Emergency or in the case of an escape, or suspected escape, of Natural Gas:

1. Panda Power is entitled at the request of the National Gas Emergency Manager, the provider of the Emergency Response Service of the Relevant Shipper, as the case may be, to discontinue the supply of Natural Gas to the premises; and
2. A customer shall refrain from using Natural Gas immediately upon a request arising from a direction from the National Gas Emergency Manager or the Emergency Response Service provider as the case may be.

 

Termination due to Non-payment
Disconnection of a customer due to non-payment is a last resort. We will work with customers who are in arrears.

We will disconnect only as a last resort. Instances were disconnection may occur include:

• Failure to pay a bill relating to the supply of energy.
• Upon request of the named account holder or has written permission from the account holder.
• No registered occupant at the property.
• For safety and/or operational reasons by ESB Networks or Gas Networks, where appropriate.
• Failure to pay where a payment plan is broken.

We will not disconnect a customer in the following circumstances:

Where a customer has entered into a payment plan and is honouring that arrangement.

Where a customer is pursuing a complaint using the complaint handling procedures specified and the complaint is related to the reason for disconnection. We will not initiate a disconnection in relation to the disputed amount until the complaint process is exhausted. However, you maybe be required to pay the undisputed element of the charges billed and any subsequent bills that follow.

The bill due is not for the supply of energy

• For failure to pay a bill based on a regular estimate unless it is fair and reasonable in the circumstances
• Where a customer relies on a recognised life support system and has already informed us
• During the winter months (1st November to 31st March) where a person is registered on our special services register.

Disconnection procedures due to non payment
We strive to do our best to work with customers who find themselves in financial difficulty. It is imperative that you get in touch with the office if you find yourself in that position immediately. Our agents are trained to proceed with sensitivity.

We have clear internal processes that will be followed before disconnection due to non- payment of their account.

We will contact and notify our customer to inform them that they are in arrears (in writing and other formats). In this notice, we will include information on any options the customer has to make payments and provide contact details for customers who want to enter into a payment plan. It will also include information on how to arrange to have a pre-payment meter installed.

We will make further contact after this initial communication. This may include

• At least two attempts to contact the customer in writing
• At least two additional attempts to contact the customer, via telephone, email, text message or other format
• Each attempt to contact the customer will take place no less than three working days apart.

We will write to you and give you ten working days’ notice of our intention to request disconnection. The notice will contain the following information:

• The reason for disconnection
• List all costs that will apply for disconnection and reconnection
• Contact details so that you can arrange payments with us and avoid disconnection
• Please note that disconnection calls will not be made on a Friday, Saturday, and Sunday, eve of a public or bank holiday or on a bank or public holiday. However, disconnections for safety reasons can be made at any time
• Highlight that the payment of arrears cannot be made to the persons carrying out the disconnection
• Contact details for support agencies
• Highlight that if they opt for disconnection, arrears will still be recouped and standing charges may apply.

If you are a dual fuel customer you will receive separate bills, any payments you make will be allocated to the account against which you make them. In the event of non-payment of one account, we may only lock or disconnect the meter related to that particular account.

To avoid any doubt, we will not contact the ESB Network or Gas Networks for disconnection of a household customer until after the 10working day notice period has expired.

Disconnection with no Registered Account Holder
If it is discovered that the existing account holder has closed their account or did not close it properly, we will issue a notice, in writing, to the new occupant. This will be in advance of a request to disconnect the property due to no new account holder being registered.

Reconnection
When disconnection occurs, we will work with our customers to find a solution to reconnect the supply. Before we reconnect, all arrears and costs associated with the disconnection and reconnection must be paid in full.

We will, however, work with customers to set up a payment plan. However, this is dependent on individual circumstances. The provision of a security deposit or bond or other measure may be required to ensure that disconnection for non-payment will not occur in the future.

If a customer has repeatedly been disconnected, failed to make payments of bills or fails to keep a payment plan, then reconnection may only take place after full payment for outstanding bills is made. You may be asked for a higher deposit or may be required to use a prepayment meter.

Customer Charter & Codes of Practices
To ensure quality of service at all times, Panda Power has developed Customer Charters and Codes of practice (COP). They include the following ones which have been approved by the Energy Regulator:

• Customer Charter
• COP on customer billing and disconnection
• COP on Marketing & Sign up
• COP on Vulnerable customers
• COP on Customer Complaints
• COP on PAYG

Vulnerable Customers
In accordance with the Panda Power Code of Practice on Vulnerable Customers, Panda Power will protect vulnerable persons. A vulnerable customer is defined in legislation as a household customer who is:

• Critically dependent on electrically powered equipment, which shall include but is not limited to life protecting devices, assistive technologies to support independent living and medical equipment, or
• Particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual or mental health.

Advancing age is taken to be a person of pensionable age (66 years or above) living alone, with another vulnerable person or with minors.

Any Household customer who fulfils these criteria and has registered with Panda Power will be deemed a Vulnerable Customer on either our Priority Services Register or Special Services Register.

This is our commitment to you:

• You will receive a friendly representative or agent when you contact us.
• Once you register with us on our vulnerable customer register, you will be on the most economic tariff available for your chosen payment method.
• For customers with hearing or visual impairment, you can avail of a number of communication options to suit your needs.
• Customers registered as critically dependent on energy may not be disconnected for non-payment of account.
• Customers registered as particularly vulnerable to disconnection during winter months may not be disconnected for non-payment of account in winter months (1st November – 31st March)
• If we break our promise to you or breach any of the standards guaranteed in our customer charter, you are entitled to a payment of €30.

We maintain a register of Priority Support Customers. If you wish to be treated as a special services customer or priority support customer and receive the services as set out in our Codes of Practice, you must give us the necessary information that we require to compile these registers.

For further details, please see the Code of Practice for Vulnerable Customers on the Panda power website or a hard copy is available upon request to Panda Power Ltd, Ballymount Rd Upper, Ballymount, Dublin 24.

Complaints
Our intention is to provide you with great service. If, for whatever reason, you are unhappy with our service, please call us and we will strive to resolve the issue. Alternatively, you can email us or write to us at Panda Power

Please see our details below:

• Phone-Lo-Call: 1890 68 68 68 or 01-8298989
• Email: customercare@pandapower.ie
• Address Head Office, Ballymount Road Upper, Ballymount, Dublin 24
• Website: www.pandapower.ie

We hope to settle all issues as quickly as we can. If you write to us with a complaint, we will acknowledge your complaint and respond within ten working days. You can escalate your complaint, if you are unhappy with the initial response.

Within eight weeks, all complaints will be resolved or an action plan put in place that has been agreed with you. We will keep you informed about the progress of resolution.

We have a code of practice on handling complaints so please contact us to receive a copy.

Limitation of Liability
We will not be responsible for any loss or damage sustained by you in respect of any failure by us to supply energy as a result of our inability to secure a supply of energy, industrial action, breaks or defects in mains, or any other reasonable cause outside our control.

We will not be liable to you under this agreement in Agreement, tort (including negligence) or otherwise for any indirect or consequential loss or economic loss suffered by you as a result of the sale or supply of energy or in connection with this Agreement.

• We will not have any liability howsoever arising in respect of, or in connection with, any failure of the services provided by ESB Networks or Gas Networks, your Energy Connection or any Distribution Services.
• The Customer accepts liability for the care and maintenance of the Electrical Appliances and associated wiring at the property.
• We accept no liability arising in relation to your Electrical Appliances, the associated wiring or the maintenance of the Electrical Appliances or associated wiring.
• Nothing in this Agreement will exclude or restrict our liability for damages airing out of liability for death or personal injury arising from our negligence.
• Termination other than by Non-payment & Temporary Suspension
• Termination of this agreement other than by non-payment may happen in the following circumstances:
• By paying the amount due for all energy and any other charges up to the date of such termination, you may terminate this agreement by giving 7 days’ notice in writing to Panda Power.
• You will remain liable for any energy used in the Property until this notice has expired a) you have given us a meter reading b) you have given access to ESB Networks or Gas Networks to read and de- energise the Meter c) you have accepted an estimated meter reading provided by us; if you cannot provide us with a closing meter read we may provide you with an estimated read calculated by us, at our sole discretion. Where this happens, you agree to make payment in full based on our estimated Meter read. In the event that you cannot provide a meter reading, do not accept our meter reading or cannot provide ESB Networks or Gas Networks access to the Property, you may becharged a special administration fee of €65 in order to close your account.

In the event of your death, either your personal representative, or the occupiers for the time being of the Property, or both of them together, will be liable for any continued supply of electricity to the Property until a new Agreement is entered into for the supply of energy to the Property or until this Agreement is terminated.

A death cert may be requested should an unnamed customer request to deal with the affairs of a customer who has since passed. A proof of address may also be requested should a tenant at the premises supplied request to be added to the account.

We may end this Agreement in the following circumstances:

• On giving you three months’ notice in writing where the continuation of the supply of energy to your Property is no longer economically viable;
• Subject to compliance with our COP’s and our License, with notice, if you have not paid any monies due by you under this Agreement and you have not reached a settlement with us and we have followed our policy in our Code of Practice on Bill Payment in attempting to recover these monies;
• With notice, if you continue to be in breach of these Conditions for one month or more, having received notice of any such breach from us;
• Without notice, if we no longer have a License to supply your Property;
• Without notice, if a last resort supply direction is given to another supplier (the Supplier of Last Resort) in respect of the Property, and the Agreement will end on the date that the direction takes effect (your data will be transferred to the Supplier of Last Resort in accordance with Condition 19 order that it can supply you with electricity)
• With notice, if you do not agree to the installation of a Pay as You Go Meter or agree to enter into a payment plan for the recovery of debt, where suitable.

• • The ending of the Agreement, will not affect any rights or duties which have accrued to you or us prior to the Agreement ending.
  • Further information in relation to our policy and procedures for causing Property to be disconnected from the electricity network is set out in our Code of Practice on Customer Billing and Disconnection which may be obtained by contacting us in accordance with Condition 18.

Temporary Suspension of services may occur in circumstances where ESB Networks or Gas Networks decide it necessary and may result in loss of services without any liability to us.

This may occur in the following circumstances:

• Without notice, if the emergency response service or ESB Networks or Gas Networks informs us that there is any risk of injury to persons or property as a result of any defects or suspected defects in the electrical or gas network, meter installation or the Electrical Appliances, this will be a temporary suspension of service only and
• Without notice, if we consider that there is any risk of injury to persons or property by reason of any defects or suspected defects in the electrical network, gas network, meter installation, or your internal installations up to and including the Electrical Appliances this will be a temporary suspension of the service only.

Assignment
Panda Power may assign or transfer the benefit of this Agreement or any or all of our rights and obligations hereunder without your prior written approval. Without prior written consent, you may not assign this Agreement.

Notices

• We will have given you proper notice:
  • if we send the notice by post to your last known address on the second day after the date it was posted; or
  • If we address the notice to some or all customers in an advertisement in a national newspaper.

• Data Protection Notice
  • In order that Panda Power may provide you with an effective service, it is necessary for Panda Power to collect and use data relating to you while you are being supplied with energy. This data is used mainly to manage your customer account and for operational reasons, including for example; visits to your Property, works required at your Property and construction and maintenance activities. In addition, data relating to you may be used for health and safety, administration, risk assessment, marketing and credit checking purposes. Customer’s personal information may be transferred to the distribution system operator for the purpose of maintaining and operating supply to the premises. Panda Power may keep your data for a reasonable period after you cease to be supplied with energy but will not keep it for any longer than is necessary and/or as required by law.
  • Panda Power may disclose your data to other members of the Panda Power group and agents who act on behalf of Panda Power in connection with the activities referred to above. Such agents are only permitted to use your data as instructed by Panda Power. They are also required to keep your data safe and secure. In the unlikely event of our being unable to provide you with energy, an alternative supplier may be directed to do so by the Regulator. In these circumstances, we may need to pass certain data on to the new supplier to enable it to supply you with energy. We may also share your data with the Sustainable Energy Authority of Ireland or other regulatory bodies as required from time to time in order to fulfil legislative requirements.
  • From time to time you may speak to employees of Panda Power (or agents acting on its behalf) by telephone. To ensure that Panda Power provides a quality service, your telephone conversations may be recorded. Panda Power will treat the recorded information as confidential and will only use it for staff training/ quality control purposes, confirming details of your conversations with Panda Power or any other purposes mentioned in this Notice.
  • If you sign-up for any of our online services and we communicate with you by email, you are responsible for the security and integrity of your own email account. You accept that electronic mail passing over the Internet may not be free from interference by third parties. Consequently, while we will take all reasonable security measures; Panda Power cannot guarantee the privacy or confidentiality of information relating to you when passing over the Internet.
  • You have the right to ask for a copy of your personal data (Panda Power is entitled to charge a nominal administration fee for this). If you wish to avail of this right, you should submit a written request to:
    • Phone Lo-call: 1890 68 68 68 or 01 8298989.
    • Email: customercare@pandapower.ie
    • Address: Head Office, Ballymount Road Upper, Ballymount, Dublin 24
    • Website: www.pandapower.ie

In order to protect your privacy, you may also be asked to provide suitable proof of identification. If any of your details are incorrect please let us know and we will amend them.

Further Information

General T&Cs

• The headings in these Conditions are for convenience only and will not affect their interpretation.
• If we waive a breach of the Agreement by you, that waiver shall not be considered to be or include a waiver of any subsequent breach by you of the same or any other provision.
• If a competent authority determines that any provision of these Conditions is invalid or unenforceable in whole or in part the validity of the other provisions of these Conditions and the remainder of the provision in question shall not be affected by that determination.
• If Panda Power chooses to offer products which have additional or supplementary terms and conditions associated with them, you will be provided with a copy of these additional terms. Panda Power shall provide customers with a copy of the amended Terms and Conditions of Supply at least 28 days before the change comes into effect. Where the additional terms and conditions replace a clause in the standard terms and conditions this must be made clear in the document. In such additional terms we will highlight where there is any additional penalty or changes in tariff which may apply should the customer fail to meet the requirements.

Where the product has a fixed term, we will highlight this to the customer and the terms and conditions will set out what arrangements will be put in place for the customer on the expiration of that term. This will include notification on the customer’s bill and by text at least 30 days in advance of the expiration of the

contract of any new tariff or term and condition that would apply to the customer’s account.

• In the event that Panda conclude a contract with the customer by distance selling including telephone internet or email, Panda shall furnish you with a copy of these terms and conditions in compliance with the Distance Selling Regulations.
• The Agreement shall be governed and construed in accordance with the laws of Ireland and the courts of Ireland and Regulation, if applicable shall have jurisdiction to decide any disputes arising between us and you.