New proposals to protect vulnerable gas and electricity customers
Consumer Focus, a statutory organisation that campaigns for the rights of consumers, has put forward new plans to protect vulnerable Gas and electricity customers from being cut off.
The proposals come as a result of a joint review on the issue conducted by Consumer Focus and Ofgem, which found that current practice amongst most gas and electricity companies was "generally sound".
According to the rules as they currently stand, suppliers must take "all reasonable steps" to avoid cutting off, in winter, "vulnerable" customers who have stopped paying their bills.
Vulnerable, by this definition, includes people with chronic illnesses, pensioners and people living with under-eighteens.
The review states that consumers who have been cut off should be reconnected in less than 24 hours if it later becomes evident that they should have been recognised as vulnerable.
Recently, gas and electricity suppliers agreed to update their policies concerning how they deal with customers with mental health problems.
Some forms of mental illness make it difficult for sufferers to keep track of their finances, which can result in non-payment of bills.
In a parallel development, the Energy Retailer's Association is bringing into force stronger audit rules which aim to ensure that gas and electricity companies comply with current customer disconnection procedures.
The head of company performance and consumer experience at Consumer Focus, Audrey Gallagher, stated: "The impact of disconnection on a vulnerable home is devastating"
"We hope suppliers will take these initiatives on board to ensure they do not disconnect vulnerable people this winter."
Gas and electricity: www.uswitch.com/gas-electricity/
The proposals come as a result of a joint review on the issue conducted by Consumer Focus and Ofgem, which found that current practice amongst most gas and electricity companies was "generally sound".
According to the rules as they currently stand, suppliers must take "all reasonable steps" to avoid cutting off, in winter, "vulnerable" customers who have stopped paying their bills.
Vulnerable, by this definition, includes people with chronic illnesses, pensioners and people living with under-eighteens.
The review states that consumers who have been cut off should be reconnected in less than 24 hours if it later becomes evident that they should have been recognised as vulnerable.
Recently, gas and electricity suppliers agreed to update their policies concerning how they deal with customers with mental health problems.
Some forms of mental illness make it difficult for sufferers to keep track of their finances, which can result in non-payment of bills.
In a parallel development, the Energy Retailer's Association is bringing into force stronger audit rules which aim to ensure that gas and electricity companies comply with current customer disconnection procedures.
The head of company performance and consumer experience at Consumer Focus, Audrey Gallagher, stated: "The impact of disconnection on a vulnerable home is devastating"
"We hope suppliers will take these initiatives on board to ensure they do not disconnect vulnerable people this winter."
Gas and electricity: www.uswitch.com/gas-electricity/
