Citizens Advice responds to Ofgem measures to protect customers

Responding to Ofgem’s proposals on protections for customers, Gillian Cooper, Head of Energy Policy for Citizens Advice, said:

“Ofgem has previously allowed energy suppliers to run risky business models. As a result, it’s customers who’ve been left to foot the bill when companies collapse. 

“We’re glad that Ofgem has listened to our warnings and is taking necessary steps to tackle some of the root causes of these issues.

“It must now ensure suppliers stick to these tougher standards so that people are better protected in the future.”

Background:

  • In its 2021 Market Meltdown report, Citizens Advice urged the Government and Ofgem to take forward changes to limit credit balances and changes to make the Renewables Obligation paid more frequently

  • Citizens Advice highlighted problems with the Renewables Obligation in its 2019 report on supplier failures Picking up the Pieces   

 

Notes to editors

  1. Citizens Advice is made up of the national charity Citizens Advice; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.

  2. Our network of charities offers impartial advice online, over the phone, and in person, for free. 

  3. We helped 2.4 million people face to face, over the phone, by email and webchat in 2020-21. And we had 40 million visits to our website. For full service statistics see our monthly publication Advice trends.

  4. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,600 service outlets across England and Wales.

  5. Citizens Advice is the statutory consumer advocate for energy and postal markets. We provide supplier performance information to consumers and policy analysis to decision makers. 

  6. You can get consumer advice from the Citizens Advice consumer service on 0808 223 1133 or 0808 223 1144 for Welsh language speakers.