25 Nov
Specialist Electricity and Gas Resellers Association
SEGRA was formed in 1997 with the advent of the deregulation of the UK Energy Industries. It now has more that 100 members and is an influential regulated body governing the reselling of Gas and Electricity in the UK to almost 35 million consumers.
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SEGRA’s code of practice
This covers how energy companies and salespeople must behave when selling gas and electricity ‘face-to-face’ (for example, in your home or in a shopping centre). The guidelines say, among other things, that energy salespeople:
- can call at your home only between 9am and 8pm (unless you ask for a visit outside these times)
- must say who they are and show you a valid identity card
- must do their best to make sure you understand any contract you’ve signed, and your right to cancel
- must not exploit consumers, give them false information or use high-pressure sales tactics
- must leave your home if you ask them to.
Also, if an energy salesperson has forged a signature on your contract, you are entitled to £250 compensation.
A full copy of the code is available from the Energy Retail Association website. All energy sales agents must be accredited by this code and can be dismissed or even ‘struck off’ as a member if they breach it. If you think that a sales agent has broken the code of practice, contact the energy supplier and tell them why.
Doorstep Selling Regulations
If you sign up to a new energy supplier when a salesperson calls at your home, the Doorstep Selling Regulations give you a seven-day cooling-off period during which you can cancel your contract.
But this applies only to unsolicited visits, which means if an energy salesperson calls at your home uninvited or phones you and you agree for them to visit. It doesn’t apply if you make the first move and ask an energy salesperson to visit you.
The energy salesperson must tell you about the cooling-off period. It’s a criminal offence to breach these regulations, and doing so can result in a fine of up to £2,500.
If a doorstep energy salesperson won’t allow you to cancel within the seven days, or you think they’ve broken the regulations in another way, contact your local trading standards department.
If you’re switched to a new energy supplier by mistake
If you have been switched by mistake, the Erroneous Transfer Customer Charter sets out what the suppliers should do to put things right. It says:
- you can contact either the original or the new energy supplier – they share equal responsibility for resolving the problem
- the energy supplier you contact should explain clearly what action they’re going to take and keep you updated with progress
- you should receive written confirmation of the details provided above within five working days of first contacting the energy supplier
- within 20 working days you should receive confirmation that you are being returned to your original supplier
- you shouldn’t have to pay any bills from the ‘new’ energy supplier – you’ll just get a bill at the end from your original energy supplier.
If you think that an energy supplier has breached this code, contact your energy supplier in the first instance and follow its complaints process. If the problem is not resolved satisfactorily, contact Consumer Direct for further advice on how to proceed. You can also have your problem referred to the Energy Services Ombudsman if the case isn’t resolved after eight weeks or you reach a ‘deadlock’ situation (see our How to complain section). Vulnerable consumers can also enlist the help of energy industry watchdog Consumer Focus.
