Whenever new customers who are age 75 or older enroll with Think Energy, a member of our Customer Care team places a Welcome Call at the time of enrollment. We’ve had this policy in place since 2023 as part of our commitment to transparency, customer understanding, and ethical enrollment practices.
Q: Why is this call necessary?
A: We want to ensure that every customer—especially seniors—fully understands the product they’ve selected and that the enrollment was intentional. We must speak directly with the customer for their enrollment to be processed.
Q: What happens if the customer isn’t reached on the first try?
A: If we don’t connect on the first call, we’ll leave a voicemail and also send a follow-up email with instructions to call us back. The enrollment will not proceed until we complete the call with the customer.
Q: Can someone else complete the call on their behalf?
A: No. We must speak directly with the enrolled customer. This is a compliance requirement and part of our senior safeguard process.
Q: Does this apply to renewals or just new enrollments?
A: This process currently applies to new customer enrollments only.
Q: What should I do as an EA if I’m enrolling a customer over 75?
A: Be sure to let them know they’ll receive a call from Think Energy Customer Care within a few days, and that they must answer or call back to confirm their enrollment. You can also reassure them that this is a routine and supportive step to ensure a smooth experience.
