Citizens Advice responds to Commission for Customers in Vulnerable Circumstances report

By agency reporter
June 2, 2019

In 2018, Energy UK, the trade association for the energy industry, launched the Commission for Customers in Vulnerable Circumstances, "to explore how customers in vulnerable circumstances could be provided better energy services in the future". (}

The Commission's report has now been published. Responding to it, Gillian Guy, Chief Executive of Citizens Advice, said: “It’s critical that energy customers in vulnerable circumstances get the right support at the right time, and this report rightly highlights a lack of consistency across the sector.

“We agree with the Commission that the government must protect people on heat networks just the same as any other energy consumers. Companies should be inclusive, giving customers a range of ways to contact them, including by telephone.

“We also welcome the Commission’s wider recommendations: continuing to protect vulnerable customers once the price cap is lifted and introducing a new energy efficiency scheme to tackle fuel poverty. This will help to make energy more affordable.

“There are areas where the industry and Ofgem need to go further, including preventing people on pre-payment meters from self-disconnecting. While smart technology will allow suppliers to better monitor pre-payment meter customers in vulnerable circumstances, this is not enough. The regulator should set clear targets for suppliers to end self-disconnection once and for all.”

* Read the report here

* Commission for Customers in Vulnerable Circumstances

* Citizens Advice


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