Help for utilities victims

The new charter increases consumer rights

People who have been mistakenly switched to, or mis-sold, new electricity or gas services should find it easier to have the changes reversed from this week.

A new customer protection charter, introduced by regulator Ofgem and consumer watchdog Energywatch, means consumers can now contact either the new or past supplier to have a change reversed.

Ofgem said the scheme, called the Erroneous Transfer Customer Charter, would ensure that:

This charter, which we have agreed with the industry, should significantly improve the customer's experience if they are transferred in error.

Ofgem's John Neilson

Customers who have been transferred to another supplier in error will be switched back to the previous supplier with as little inconvenience as possible.

Customers will be able to contact either the new or past supplier who will sort out the problem.

The contacted supplier will provide the customer with the information they need to allay their concerns about the transfer error within five days and will provide this information to the customer in writing.

Within 20 days the customer will be returned to their old supplier.

"Mistakes do happen"

In the UK over 14 million people have switched utilities providers since gas and electricity markets were opened to competition in 1998 and 1999 respectively.

Ofgem's John Neilson, managing director for customers and supply, said: "In a small number of cases mistakes do happen and customers suffer by being transferred to the incorrect supplier."

"This charter, which we have agreed with the industry, should significantly improve the customer's experience if they are transferred in error.

"We expect suppliers to co-operate so that customers can be transferred back to their previous supplier quickly and without fuss."

A full copy of the charter is available from the Ofgem website, a link for which is included to the right of this story.

Treating the symptoms

Nick Fincham: Ofgem don't want to get in the way of cheaper gas and electricity.

Ofgem has admitted that the customer charter will not stop mistakes being made or salesmen tricking people into changing suppliers.

But the regulator insists the it is the best solution to the problem.

Speaking on BBC Two's Working Lunch, Nick Fincham, director of supply at Ofgem, said: "We don't want to introduce any measure that gets in the way of the benefits of cheaper gas and electricity supplies getting to customers."