As the Government announces that consumers will be able to switch energy suppliers within 24 hours from 2018, Keep Me Posted campaign chair Judith Donovan CBE responds:
“It is welcome news that the Government is making a commitment to putting consumers first by making it easier to switch energy providers. We need to see more moves like this to protect the rights of customers when they are dealing with the UK’s big businesses.
“At present, millions of consumers are also facing financial discrimination from energy providers, as they continue to offer preferential discounts to people who manage their accounts online. This is unfair to the large number of vulnerable people who either want or need to manage their affairs by post.
“If energy providers really want to demonstrate their renewed commitment to customer service then they should address this ongoing disparity and the Government should use all the means at their disposal to speak for those who are digitally disadvantaged.
“Such a move would also ensure a greater degree of customer loyalty; research conducted by our campaign found that a quarter* of bill payers would be more likely to think a provider cares about its customers if they provide free paper bills and over a fifth would feel a greater degree of satisfaction with that provider.”
* Research conducted by Opinium on behalf of Keep Me Posted between 16th and 18th June 2015 consisting of 2,000 online interviews of UK adults