As the Citizens Advice service reveals Npower customers are already "finding their finances thrown into chaos" due to a new billing system, Keep Me Posted's chair Judith Donovan urges against even more changes...

“Today’s criticisms of Npower’s billing systems are very disconcerting, particularly in light of their recent communications to all online customers announcing an automatic move to paperless billing. Npower provides around 10% of the UK's electricity, and this move could negatively affect millions of customers. We urge them to reconsider this move.

“Any customer that has registered online will now automatically receive all information via email, including bills, annual summary notifications, terms and conditions changes, as well as any price change and product end notifications. For customers with an online tariff, this is mandatory.

“Clear billing systems are vital to protecting the finances of consumers. Our research shows that people are far more likely to spot mistakes in their energy bills when they received them on paper than if they read them online. Paper bills and statements also appear to encourage consumers to take action, with a massive 82% of those who receive their bill by post checking them immediately on arrival, compared to 72% of those who receive their bills online.”


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