Citizens Advice response to DECC’s: “consultation on user-supplier to non-user supplier churn”

Citizens Advice response to DECC's consultation on the 5th October 2015

Citizens Advice’s welcomes the opportunity to respond to this consultation. Our primary concern throughout the smart meter rollout is to ensure a consistent and secure experience for consumers. During the smart meter foundation stage we have consistently seen a range of switching-related issues emerge for consumers, from early ‘advanced’ meters that other suppliers claimed they were unable to adopt let alone run as smart meters to more recent concerns about the loss of smart functionality for consumers with SMETS1 meters who switch that is likely to persist even after the DCC begins operations, the date for which has already suffered significant delays. As such any changes in policy that may affect consumer experience are of significant concern to us.