Here are answers to some common questions about the Pay As You Go price change.
Why are the prices changing?
Your tariff has changed to more closely meet industry-wide price cap set by Ofgem (the UK energy regulator). Ofgem regularly reviews prepayment tariffs used by energy companies across the industry to ensure customers are being charged fairly.
Who is affected by the price change?
All Green Star Energy customers on the ‘Pay As You Go’ prepayment tariff will be affected by this price change.
All of our existing customers will receive a letter or email (depending on their communication preference) detailing how the price change will affect them. These will be issued on or around 8th March 2018.
If you have recently registered to switch your gas or electricity to us and your supply date is before 11th April 2018, you will join on our current rates. You’ll automatically switch over to the new rates when you top up from 11th April 2018. We’ll also send you a letter or email to notify you of the change to your rates.
If you have recently registered to switch supply to us and your supply date is after 11th April 2018, you will automatically join on our new rates.
When and how do I get the new prices?
The new rates will go live from 11th April 2018, however they won’t be effective until a top up is made at a local Payzone, PayPoint or Post Office outlet, and the payment card or key is inserted back into your prepayment meter.
We would encourage our customers to make a small top up from as little as £1 shortly after the 11th April 2018 to ensure your meter is updated to the new rates.
What if I’m not happy with the change in price?
If you're unhappy about the price change please call us to discuss the options listed below:
Accept the new rates for now and switch suppliers at a later date, once you’ve had a chance to look at offerings from other energy suppliers.
Switch suppliers immediately. Please note, if you owe us money, your new supplier must agree for your debt to be transferred to them.
Elect to exchange your prepayment meter for a credit meter. There are certain conditions that you must meet before you can do this, which are as follows:
You’ve not had an outstanding debt on your meter for at least 12 months
Your landlord agrees to the installation of the credit meter if you are not the homeowner
You agree to pay a fee upfront for the meter exchange. The fee for installing a gas meter is £82 and £60 for an electricity meter
Are your rates better than other suppliers?
We always endeavour to offer competitive rates, however all energy suppliers that offer prepayment tariffs will also be reviewing their rates at this time. It may help you to use a price comparison website to view the rates offered by other suppliers.
How does the price change affect my current debt?
The money you owe (your current debt) and your weekly repayment rate will be the same - it will not be affected by the price change.
However, as your prices are increasing, you’ll find that the amount of credit you add to your meter will buy you less energy. This may extend the amount of time it takes to pay off your debt.
I’ve already got credit on the meter so will the new rates apply to what’s there already?
The credit you have on your meter will be consumed at the new rates only when you have added credit to your meter after the price change date (11th April 2018). When you top up and insert the card or key back into the meter after this time the new rates will be automatically updated on your meter. This will ensure any credit on your meter is consumed at the new rates.