“payment difficulties” means a state of immediate financial disadvantage that results in a residential customer being unable to pay an outstanding amount as required by a retailer by reason of a change in personal circumstances. “permitted call times” are – (a) for the purposes of telephone and personal contact other than at customers premises between – (i) 9.00 a.m. and 8.00 p.m. Mondays to Fridays (other than public holidays); and (ii) 9.00 a.m. and 5.00 p.m. Saturdays; (b) for the purposes of contact at customers premises between – (i) 9.00 a.m. and 7.00 p.m. Mondays to Fridays (other than public holidays); and (ii) 9.00 a.m. and 5.00 p.m. Saturdays. “premises” means premises owned or occupied by a new or existing customer. “relevant consumer representative organisation” means an organisation that may reasonably be expected to represent the interests of residential customers who are experiencing payment difficulties or financial hardship. “reminder notice” means a notice in writing issued in accordance with clause 7.1(1)(a). “residential customer” means a customer who consumes gas solely for domestic use. “retail market rules” means the Retail Market Rules published by the Retail Market Energy Company Limited as amended from time to time. “retailer” means a person who holds a trading licence under Part 2A of the Act. “standard form contract” means a contract that is approved by the Authority under section 11WF of the Act. “supply address” means the address to which gas was, is or may be supplied under a contract. “TTY” means telephone typewriter. “verifiable consent” means consent that is given – (a) expressly; (b) in writing or orally; (c) after the marketer or retailer (as appropriate) has in plain language appropriate to that customer disclosed all matters materially relevant to the giving of the consent, including each specific purpose for which the consent will be used; and (d) by the customer or a nominated person competent to give consent on the customer’s behalf.
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