Customer Charter


Kindly note that due to the COVID-19 pandemic and limited staff, our Customer Service teams are making every effort to ensure that your queries and/or complaints are dealt with in a timely and efficient manner. Please however bear with us at this time as we are facing delays in our SLAs of up to 48-72 hours. We thank you for your understanding.

We pride ourselves in providing a top-quality service. Should you be dissatisfied with the service you have received, we will gladly attend to your query. We value our customers’ feedback as this improves the quality of our service. We will endeavour to resolve any issues that you may be experiencing as efficiently as possible.

Our commitment to you is to:

  • Ensure a professional experience, conducted by friendly and courteous staff;
  • Treat customers fairly, openly and honestly;
  • Provide and promote a high standard of customer service and monitor these standards continuously;
  • Provide and promote products and services that meet customer needs, which are easy to understand and impart value;
  • Maintain the confidentiality of our customer information (except where disclosure is required by law);
  • Provide timely feedback and/or resolution that is clear, concise and accurate.

There are three tiers which underpin Smarter Business’ Customer Charter:

Tier Description Desired Outcome
Relationship Management Our customers are our greatest asset. We will always treat you fairly and honestly and, in turn, uphold a high standard of service.

In observing good practice with regard to customer engagement, we will ensure that correct processes are in place to receive and action your complaints and/or queries, suggestions and resolutions.

Customer satisfaction
Professional advice & service We seek to identify our customers’ business requirements by anticipating their unique needs and offering the most suitable products and services. Brand loyalty
Transparency & Compliance We voluntarily adhere to the Third Party Intermediaries (TPI) Code of Practice. By undertaking to adhere to this code, Smarter Business are committed to offering a top-quality service, underpinned by openness, honesty and transparency. Build trust

We continuously work towards ongoing improvements. Any relevant enhancements to our processes and procedures will be incorporated into our Customer Charter accordingly. While we strive to uphold the standards outlined in this Customer Charter, this Charter is not intended to and does not create any legally binding rights or obligations.

Should you wish to lodge a query and/or complaint, please contact our dedicated Customer Service Department, who will advise on further steps to resolving your issue. If you are dissatisfied with the outcome of your complaint and/or query, we will escalate this matter internally. You may email the Customer Services Department at

We shall endeavour to resolve your concerns within a reasonable time frame, dependent on the complexity of the issue. Note that you will be given a reference number and will be kept up to date on the progress. Mailed letters will be acknowledged within five working days (upon receipt of a letter) and emails will be acknowledged within three working days.

In the instance where there is a more complicated complaint and/or query, more time may be needed to fully understand the nature of your complaint and/or query. Should this happen, we will inform you regarding the approximate length of time we will need and we will provide regular feedback.

If our Customer Services Department is unable to resolve your complaint, we will provide you with a Deadlock letter advising you on our final position. Thereafter, you have the right to contact the Energy Ombudsman.