Correct customer sign-ups are essential to compliance, data accuracy, and customer trust. They ensure customers understand what they are agreeing to and maintain full ownership of their account from the start.

A key requirement is that all contact details—such as email address and phone number—must belong to the customer. Using an IBO’s contact details can lead to missed communications, consent issues, and compliance risks the IBO, customer and Conxxion.

Here are some real life examples:

Scenario #1:

Customer has no email address, so you use yours.

Why this is a breach:

Customer applications must contain only the customer’s own contact details. Using an IBO’s email address removes direct customer ownership of the account and communication risks. It also raises concerns around consent and the authenticity of the application, which could be viewed as unauthorised sign-up activity.

What can you do instead?

  • Assist the customer to set up a free email address in their own name before completing the application.
  • If ongoing assistance is needed, ensure the customer later adds you as an authorised contact through the provider or agency partner.

Scenario #2:

Customer is a family member or spouse, so you use your own email address or mobile number.

Why this is a breach:

Family members must be treated the same as any other customer. Customer applications must contain only the customer’s own contact details. Using your details, even for a spouse or relative, creates issues with consent, account ownership, and compliance.

What can you do instead?

  • Ensure the family member uses their own email address and mobile number.
  • Help them set up a free email address if they do not have one.

If you are assisting with managing the account, have the family member add you as an authorised contact after the account is created.

Scenario #3:

Customer is the Managing Director of a company, you are an employee and also an IBO. You manage all her accounts, so you provided your own contact details on her electricity application.

Why this is a breach:

Even when there is an existing relationship and genuine intent to help, using an IBO’s contact details on a customer’s application creates concerns around consent, account ownership, and the authenticity of the sign-up. This may be interpreted as an unauthorised application, regardless of who manages the bills day to day.

What can you do instead?

  • Ensure the account holder use their own email address and mobile number.
  • Ask the account holder to contact the energy provider directly to add you as an authorised contact, if they would like you to continue managing their account.