Welcoming today’s announcement by Ofgem of an investigation into doorstep and telephone energy sales practices by four of the ‘Big Six’ energy suppliers, Trisha McAuley, energy expert at Consumer Focus Scotland, said:
‘This is a welcome step by Ofgem to address years of customers getting a bad deal on energy prices on their doorstep.
‘Complaints have declined since new rules came into effect this year, but suppliers still seem to be flouting the rules. Some customers are still being given misleading quotes and information, which leave them worse off when they switch provider.
‘While many doorstep sales people will do a good job, the pay and rewards system continues to encourage misselling, despite years of regulation and voluntary initiatives. If better advice for customers and enforcement of the tougher rules doesn’t end the flagrant abuse of this form of selling, the big question will be whether it should be completely banned.’
To help consumers to get the best energy deal for them Consumer Focus and Ofgem have published a leaflet with practical advice and information available on the Consumer Focus website. The consumer champion is also urging customers thinking about switching to call or go online to an accredited price comparison service to get unbiased information on the best deal. Any customer who feels they have been misled by a doorstep or telephone energy salesman should also report this to Consumer Direct so action can be taken.
Factfile:
- 48% of gas customers and 42% of electricity customers were worse off after switching supplier on the doorstep, according to Ofgem’s 2008 probe into the energy market
- The average annual energy bill is now £1,194
ENDS
Notes to editor:
- Consumer Direct’s hotline number to complain about energy sales practices will be open from Thursday 2 September on the standard Consumer Direct number 08454 04 05 06
- Ofgem and Consumer Focus have published a leaflet with practical information and advice for consumers when an energy salesperson calls at their door or telephones them at home. This is available at www.consumerfocus.org.uk
- To help consumers to decide which tariff and supplier is best for them, if they have internet access they should visit one of the price comparison websites accredited to the Consumer Focus Confidence Code.
- The Consumer Focus confidence code helps make the switching process easier, more reliable and provide reassurance for consumers. It guarantees that the site you visit is independent and impartial, well managed with up-to-date data, helps you to find the best deal for you easily and includes information on the widest range of tariffs available.
- The following Confidence Code accredited sites offer a telephone comparison service in addition to online services:
- Energy Helpline: 0800 074 0745 (Mon – Fri 9am – 8pm, Sat 9am – 5pm).
- Moneysupermarket.com – 0845 345 1296 – (Mon – Thurs 9am – 8pm, Fri 9am – 5.30pm)
- Simply switch – 08000 111 395 - (Mon – Thurs 9am – 6pm, Fri 9am – 4pm, Sat 9am – 1pm)
- Uswitch – 0800 404 7908 - (Mon – Thurs 8am – 9pm, Fri 8am – 6pm, Sat 9am – 5pm)
- Consumer Focus Scotland is rooted in over 30 years of work promoting the interests of consumers, particularly those who experience disadvantage in society. We work for consumers in all aspects of their lives: as tenants, householders, patients, parents, solicitors’ clients, postal service users, energy consumers and shoppers.
Media contact
For more information please contact Ryan Norton, Communications Manager, on 0141 227 1852 or ryan.norton@consumerfocus.org.uk