Some energy suppliers could be breaching Consumer Protection Regulations (CPRs) by allowing customers to unknowingly build up large debts through underpaid bills, says Which?

Consumers can be left owing huge amounts from years of underpayment because their energy bills have been based on estimates, instead of meter readings. This is because licence conditions say that suppliers only have to take a reading at least once every two years.

Which? is concerned that in some cases, customer accounts aren't being updated even when they contact their energy supplier with regular meter readings. This can leave the customer believing that they are paying the correct amount when their bills are still being based on estimates.


Which? has written to the Office of Fair Trading (OFT) and Ofgem asking them to investigate whether suppliers who allow their customers to build up such large debts are in breach of CPRs.

30% of Which? members have been contacted by their energy supplier demanding additional money to cover underpayments and up to a quarter do not find it easy to understand how much they owe their energy supplier.

Which? energy campaigner, Dr Fiona Cochrane, said: "It's irresponsible for suppliers to let their customers slip into what can be huge amounts of debt without them realising it. We want the OFT and Ofgem to take a hard line against firms found to be breaching Consumer Protection Regulations.

"To avoid getting a nasty shock in the future, we’d advice consumers to pass regular meter readings to their energy supplier and check that their account is being updated."

(CD/BMcC)