Incorrect energy bills cause 'widespread distress'

A leading energy watchdog has claimed that inaccurate billing is "causing widespread consumer frustration and distress" and warned the industry to clean up its act.

According to an independent nationwide survey commissioned by the gas and electricity watchdog, up to two million people have been plunged into the red that over the last few years because of inaccurate gas and electricity bills.

The survey canvassed the views of 2,034 people, face-to-face, between April 3 to 8. Nine per cent of those questioned said they had gone into debt as a consequence of an inaccurate gas or electricity bill.

At the launch of its 'Better Billing' campaign energywatch demanded that suppliers provide better billing – a call echoed by Energy Minister Brian Wilson.

Chair of energywatch, Ann Robinson, said: “We have two million reasons for launching this campaign today. Energy companies are creating serious problems through billing blunders. A consequence is alarming numbers of customers in debt and in distress.

“Energy companies should abide by three principles when issuing bills. They should be on time, accurate and understandable.”

Speaking in support of the campaign, Brian Wilson, Energy Minister said: “Competition in domestic energy supply can deliver significant benefits to consumers.

“However public confidence is undermined when companies fail to meet the highest standards. Accurate billing is vital.

“I welcome this campaign as the first step in tackling the problems that poor billing can cause. It will benefit both the consumer and industry.”

The energywatch ‘Better Billing’ campaign highlights the problems customers face when they open their electricity and gas bills. ‘Better Billing’ is designed to get energy companies to "face up to their responsibilities to their customers". energywatch has calling for bills to be clear, on time and correct.

Sir Robert Smith MP, a member of the House of Commons Trade and Industry Select Committee, has tabled a motion backing the campaign.

Attending the campaign launch, Sir Robert said: "It's much easier to cut out the mistakes in the first place, instead of customers having to sort out these kinds of problems after the event."

Ann Robinson added: “We are asking energy companies to agree to minimum standards in the way they issue bills to customers. This is absolutely vital if confusion and debt is to be avoided.

“Customers would not tolerate inaccurate bills at the supermarket checkout or the petrol station. Why should they have to put up with inaccurate bills from their energy supplier? We are suggesting to energy consumers that if they are experiencing billing problems then they should complain to their supplier, loud and clear.”

As the independent gas and electricity consumer watchdog providing impartial information and advice to energy consumers, energywatch dealt with 46,000 billing complaints in 2002/03.

It is estimated that one-in-10 consumers with an energy company complaint approach energywatch.

(GMcG)