Welcometoenergyclubnz.

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•  Module1coversMarketingRisksi.e.Howyoushouldcorrectlypromoteenergyoffersandservices,

•  Module2looksatwhatyourlegalobligationsarewhenyourefercustomerstoourEnergypartner,

•  Module3coversthePrivacyActandhowtoprotectyourcustomer’sprivacy.•  Onceyouhavecompletedall3modulesandunderstoodthecontent,youwill

needtocompleteModule4,whichisashortquizwith10multiple-choicequestions.Youwillneedtoachievea100%passratei.e.Answerallquestionscorrectlybeforeyouareauthorisedtosellenergyservices.Youmayattemptthequizasmanytimesasyouwish.Onceyouhavesuccessfullycompletedthequiz,theEnergysectionofyourPersonalIBOWebsitewillbeunblockedandyourcustomerswillbeabletoproceedwithorderingenergyservicesonline.

Somakesureyoupaycarefulattentionandmakenotes.Let’sbeginwithmodule1–Risks

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Whenitcomestoselling,youneedtobeawareoftherisksinvolvedwithnotdoingitcorrectly.Bycompletingthismodule,youwillunderstandhowtostayclearoftherisksandbeabletoremainfocussedondeliveringatransparentandqualitydrivenservicetoyourcustomersandenergyclient

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Thereare6typesofrisksyouneedtoknowabout:

1.Misleadinganddeceptiveconduct–Thisincludesincorrectoruntruthfulclaimsrelatingtoindustrychangesormakingincorrectcomparisons.2.Falseormisleadingrepresentations–Forexample,representingonecompany’sactual(physical)connectionsassuperiortoaspecificcompetitor.3.Unconscionableconduct–Forexample,sellingtocustomerswho,forwhateverreason,donothavethecapacitytounderstandthedecisiontheyaremaking.Thisincludesbutisnotlimitedto:minors,theelderly,personswithdisabilities,languagedifficultiesorculturalbarriers.4.Highpressuresales–Forexample,usingthreatsoraggressivebehaviourtogainthesale5.Fulldisclosure-Youmustalwaystellthewholestorysothatcustomerscanmakeaninformedchoiceaboutwhichretailerbestsuitsthem.6.RespectingCustomerPrivacy–Ensuringyoudon’tignore“donotcall”,“donotknock”or“donotcontact”registers.Thistopicissoimportantwe’lllookatitseparatelyinSection3alongwithotherrelatedresponsibilitieswhendealingwithyourcustomers.

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Misleadinganddeceptiveconductmeans:×  Neversayanythingthatisuntruthful.It’sreallyimportantthatyoudonot

misleadordeceiveacustomerorsayanythingthatislikelytomisleadordeceivethem–leavingoutanimportantfactisalsoconsideredtobemisleadinganddeceptive.

×  Youshouldnotcreateafalseimpressionorbehaveinawaythatislikelytomakeacustomerbelievesomethingthatisnotcorrect.

×  Ignoranceisnoexcuse.Itdoesn’tmatterwhetheryouintendtomisleadacustomerornot–ifyourconductaffectsthecustomersthoughtsandbeliefs,thenitisconsideredmisleading.

×  Iftheoverallimpressionleftbyyoucreatesamisleadingimpressioninthecustomer’smind-suchastotheprice,valueorthequalityofanygoodsandservices-thentheconductrisksbreachingthelawbybeingmisleadinganddeceptive.

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We’velookedatwhatyoushouldn’tdo,here’sthebehaviouryoushoulddemonstratewhenrepresentingenergyclubnz:ü  Beaccurateandfactualwhenpromotingoffersandservices,ü  Alwaystellthetruthandincludeimportantfactstocreateatrue

impression,ü  Considerhowyourconductaffectscustomer’sthoughtsandbeliefs,andü  Keepuptodatewithtrainingsothatyouaregivingcustomerscorrect

information.

Let’snowtakealookatsomeexamples…

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Canyousay-“energyclubnzwillinvoiceyouwhenitsuitsyou”No.Thisisafalsestatementandconstitutesmisleadinganddeceptiveconductbecausethisisuntrue.

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Canyousay-“energyclubnzbillsyouweekly,thishelpsempoweryoutotakecontrolofyourpowerbills.Withweeklybillingyouseewhatyou’reusingwhichmeansyoucanchangeyourbehaviourtoreduceyourusageandincreaseyoursavings.””?Yes.Thisisatruthfulstatement,thereforethestatementisnotmisleadingordeceptive.Nowlet’stakealookatfalseormisleadingrepresentations…

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Youmustnotfalselyrepresentthatthegoodsorservicesprovidedbyenergyclubnzare:

•  ofaparticularstandard,or•  fitforaparticularpurpose,or•  sourcedfromaparticularsource,or•  applicabletoaclassorclassesofcustomers,wheninfacttheyarenot

Youmustprovideinformationthatistruthful–forexample,energyclubnzcanservicecustomerswhohavesolarpowerbecausewehavecompetitivesolarbuybackrates,nationwide

Let’stakealookatacoupleofexamples…

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Canyousay–“Ifyousignupyourelectricitysupplytoenergyclubnz,youwillhavemorereliableenergysupplythanwithyourcurrentretailer”No.Thisisafalseormisleadingrepresentationbecauseenergyretailersdonotcontrolreliabilityofsupply.

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Canyousay–“Withenergyclubnz,wegiveyoupoweratcostforasmallweeklyclubfee”Yes,thisisatruthfulstatement.Let’snowmoveonto‘UnconscionableConduct’.

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Unconscionableconductmeanstakingadvantageofacustomer’sinabilitytounderstandtheagreement.Thiscouldbeduetothecustomer’s:age,illness,inexperience,lackofexperiencewithenergybills,lackofabilitytounderstandenergybills,lackofeducation,poorgraspofEnglishoranythingelsethatimpactstheirabilitytounderstandbusinessagreements,contractsormarketingoffers.

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Avoidingunconscionableconductissimple:ü  Makesurecustomersareawareofkeytermsoftheagreementand

consequence,

ü  Provideallrequiredinformationforthecustomertomakeaninformeddecision,

ü  Itisyourresponsibilitytomakesureyouknowofanyissuesyourcustomermayhaveinunderstandingagreements.Ifyoucannotansweryourcustomer’squestions,youshouldencouragethemtocontactenergyclubnzontheACNSalesHotline+649-8840226toleaveamessage

ü  Ifyouthinkacustomerdoesn’tunderstandthenthesaleshouldnotproceed.

Youcannottakeadvantageofaconsumerwhereitwouldbeunfairorunconscionable.Toavoidunconscionableconductyoushouldnot:×  Employhighpressuresalestacticsthatplaceunduepressureonthecustomer,×  Takeunfairadvantageofyourcustomer,

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Highpressuresalestactics.Whatconstitutesahighpressuresale?Anysalemadeusingundueharassmentconstitutesahighpressuresale.Youmayfeelunderpressurebutyourcustomerhastherighttoapressurefreeconversation,tomaketherightdecision.Youmustneveruseundueharassmenttoconvinceacustomertobuyaproductorservicefromourenergypartner.

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Youmustavoidundueharassment.Someexamplesinclude:×  contactingacustomerafterthepermittedhourswithoutexpresspermission,

×  continuingtopitch/selltoacustomeraftertheyhaveaskedyoutostop,

×  usingobscene,discourteousorabusivelanguage.

Thisalsoincludes“DoNotContact”requests.Ifacustomerrequeststhattheydonotwishtobecontactedagainbyenergyclubnz,youshouldinstructthemtocontactenergyclubnzdirectly&requesttobeaddedtoenergyclubnz“DoNotContact”list.ü  Remember:Onlytheindividualhastheauthoritytodothis–youcannot

performthisfunctionontheirbehalf.Thecustomercanrequestthisbye-mailingtheenergyclubnzCustomerChampionteamatsupport@energyclubnz.comwiththesubjectline:ACN

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FulldisclosureisabouttellingthecustomertheWHOLEstorysothattheycanmakeaninformeddecisionaboutwhetherenergyclubnzistherightchoiceforthemIfyouleavekeyinformationout,you’renotlookingafterthatcustomersjourneywithenergyclubnzorprotectingyourselfasanACNIBO.

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Remembernevertostateanamountthatdoesnotfactorinthefullpriceofenergyclubnzproducts.Ensurethattheinformationyouareprovidingisaccurateandthatyouaretellingthewholestory.Thekeyistodisclosethefullprice,andwithEnergy,thismeansthatindividualusageratesandservicechargescanbecomparedbythecustomerifdiscountsareexcludedandGSTisincluded.Youmustneverstateoradvertiseanamountthatdoesnotfactorinthefullpriceforenergyclubnzpricingplans.EnergyclubnzpricingshowninonyourportalisinclusiveofGSTandtakesintoconsiderationallcostsitwouldtaketosupplythecustomerspropertywithpower.Thereareanumberoftoolsyoushouldusetohelpensurefulldisclosure(andensurethecustomerreviewsthisinformationthemselves)

ü  Energyclubnzquotingtoolprovidesanestimateofpotentialcostandsavings

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Remember – telling the whole story means you must not make guarantees about future billing based on previous usage. Comparisons made are by definition historical – these indicate what a customer would have paid in the past and are based on past usage. Future consumption will affect the final amount billed to the customer and past consumption is not a guaranteed indicator of future usage patterns.

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Thereare6typesofrisksyouneedtobeawareof:ü  Breachestoanyofthekeyareasofbehavioursleadtothemajorityof

complaintsreceivedbyenergyclubnzand/orthecompaniesthatenergyclubnzrepresent.

ü  Anyclaimsyoumakeonbehalfofenergyclubnzmustbeaccurate.ü  IfyoufeelyoudonothaveanunderstandingofanyoftheseissuesyouMUST

refertotheenergyclubnzwebsite,quotingtool,and/ortheresourcesavailableinPacificCompass.

BreachesinrelationtotheseandanyotherbehaviouralbreacheswillresultinterminationofyourIBOAgreement.YouhavenowcompletedModule1onRisks.Ifyouareconfidentyouhaveunderstoodallofthecontentsothatyoucanpassthequizattheend,thenpleaseproceedtothenextmoduleonYourLegalObligations.<Breachesleadtothemajorityofcomplaints,butdonotalwaysresultinacomplaint.Nevertheless,abreachwillresultinterminationofyourIBOAgreement>

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