Citizens Advice Scotland backs calls to help vulnerable energy customers

An independent report published by the Commission for Customers in Vulnerable Circumstances on 31 May has found that, despite examples of good practice, the energy sector is broadly not meeting the needs of customers.

The Commission was set up by Energy UK in 2018 to ensure the needs of customers in vulnerable circumstances are better met.

The Final Report 2019 made a number of recommendations, including creating an independently monitored Code of Conduct for suppliers, raising awareness and the effectiveness of the Priority Services Register, and retaining a social tariff for low-income vulnerable customers after the current default price cap ends.

Jamie Stewart, energy spokesperson at Citizens Advice Scotland, said: “This is an important report that energy companies, regulators, the government and price comparison sites should pay close and careful attention to.”

He continued: “We think the sign up process for the Priority Services Register, the system that suppliers use to ensure the correct support is given to its most vulnerable customers, should be simpler.”

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