Often the switch has resulted from a visit to their door by a salesperson, and unexpected phone call or because they were approached on the street whilst out shopping. And without agreeing to anything consumers have found themselves switched to a new supplier by overzealous sales staff.
Consumers report to us that they have:
- been given misleading information
- been tricked and intimidated into signing new energy contracts
- had their signatures forged onto energy contracts
- been switched without their knowledge
Some of the most common tricks used by energy sales representatives involve getting a consumer to sign a contract without their knowledge. Remember that the only time you should sign anything is when you agree to switch supplier. If you are asked to sign anything else, watch out, as it’s probably a contract.
Consumer should be aware however that they may be able to save money by switching their energy supplier. The Trading Standards Service would advise consumers to shop around for the best deal, rather than agreeing to sign an agreement with the first salesperson they recieve an approach from. To compare energy suppliers prices, visit Energy Watch the independent gas and electricity industry consumer watchdog.
Tactics being used by sales representatives to trick consumers into signing include:
- “I’m here to read the meter – please sign here.” There is no need to sign for a meter reading.
- “Sign here so we can send you further information about the prices we offer.” There is no need to sign for further information.
- “Sign here to say I visited you today or else I’ll be in trouble with my boss.” You don’t need to sign to confirm the salesperson’s visit.
- “I won’t get my commission unless you sign.” Sales representatives are usually only paid commission if you agree to switch supplier.
- “This deal is only available today. You’ll lose out if you don’t sign now.” Do not be pressurised into signing on the spot. Take plenty of time to properly consider any deal you are offered and shop around.
- “I can’t leave your house until you sign.” If the salesperson will not leave when asked, call the police.
Householders have also complained that they have been cold called by energy companies and having either declined the offer to switch their supplier, or have asked for further information, then received notification of their 'verbal agreement' to switch.
What can you do if this happens to you?
The ‘Erroneous Transfer Customer Charter’ now protects consumers who have been switched to a new supplier by mistake or without their permission. If a customer believes that they have been erroneously transferred then they can contact either their old or new supplier. The contacted supplier will liaise with the other supplier to resolve the matter.
An appropriately trained representative of the contacted supplier should explain to the customer:
- What action will be taken
- When they can reasonably expect to be transferred back to their original supplier.
- That they will only pay once for the energy consumed and where possible, how their billing arrangements will be treated.
- How they will be kept informed of progress towards resolution.
- On request, how complaints will be resolved and, where appropriate, how compensation claims will be dealt with.
- The contacted supplier will send written confirmation of the details provided above within 5 working days of the customer contact.
- Where possible the supplier will include an explanation of why the erroneous transfer took place.
- The customer will be provided with confirmation within 20 working days of their initial contact that they will be returned to their old supplier.
The charter does not apply when a consumer changes their mind, but consumers who signed a contract, or made a verbal agreement as a result of an unexpected visit to their home or an unexpected telephone call do have a 7 day cooling off period in which they can change their minds and cancel. It is now a criminal offence for traders not to provide information, in writing, on how to cancel a contract, when the contract is agreed and signed, as a result of an unexpected visit.
Remember: You do not have to change your supplier of electricity if you choose not to. Beware of bogus callers - check their identity and company. If you are asked to sign any document check that it is not an agreement or contract.
For further information on the ‘Erroneous Transfer Customer Charter’ or to make a consumer complaint visit Energy Watch the independent gas and electricity industry consumer watchdog. |