Ofgem orders energy supplier to improve direct debit processes
Ofgem has today asked energy supplier TruEnergy to improve its direct debit processes.
The interim order issued by the regulator now requires the company which serves around 7,500 customers to review the level of direct debit for all customers who use this type of payment.
TruEnergy must also commission an independent audit to assess whether its direct debit policies and processes comply with Ofgem’s rules.
A few weeks ago, an Ofgem investigation found that some of the biggest suppliers in the UK energy retail market may not have charged customers fairly for direct debits.
Following the publication of the result of this report, providers hit back at the regulator for its review of direct debit processes.
Charles Hargreaves, Deputy Director, Enforcement, Conduct and Enforcement, Consumers and Markets for Ofgem, said: “We know how difficult it is for energy customers at the moment so it is crucial that the amount we ‘they pay each month by direct debit, or otherwise, either straight so they can manage their money.
“Today’s enforcement action is the next step in following up on the findings of our recent review. We need suppliers to step up and support their customers, especially in these very difficult times and as a regulator we will ensure that they do.
ELN approached TruEnergy for a response.
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