gas/elec

KUNDALINIMAN

Hi guys any one here had gas /elec changed from one company to another without being told ? can they do this ?

Austin

utilitybroker

They must have your permission to change you from one supplier to another.

You may have been slammed ,which is the switching of electric suppliers without customer consent,or pehaps transferred in error
see: http://www.consumerfocus.org.uk/en/content/cms/Energy_Help___Advice/Your_energy_question/Your_energy_question.aspx

Cardew

No they cannot do it!!

It is called an erroneous transfer, and would appear to happen quite a bit.

It can be a mistake, the gaining company have got your account or meter serial number mixed up with another customer.

It can also be a doorstop salesman having tricked you into signing a transfer form, or even forging your signature!!

Premier_2

Suppliers must ensure their sales advisors are properly trained and that a complaint handling process is in place should any dispute arise from their activities. This is set out in Gas and Electricity Licence Condition 25 - (Marketing gas/electricity to Domestic Customers).



Following agreement of contract the supplier should, within 14 days (but no sooner than 24 hours) after a contract has been entered into, contact the consumer via phone or by letter and get confirmation that:

• The consumer understands that they've entered into a contract.
• They are happy with the contract.
• They were happy with the way the marketing and sale was conducted.
• …end the contract and stop any transfer if the consumer indicates they are not happy with the terms. If the communication is by letter then the response from the consumer must be received in a "reasonable time".
• …consider if customer responses (singly or collectively) suggest weaknesses in staff or marketing training. If this is so then the supplier must ensure that remedial action is taken.

It is difficult for either party to prove whether a contract has been obtained by the sales agent providing false or misleading information. Unless the consumer can provide evidence of what was said in order to obtain their signature the supplier will consider it hearsay and may insist the contract is valid.

It is advisible to ask the supplier to consider returning the supply to your previous supplier as an erroneous transfer if you are dissatisfied with the sale. If you are a domestic consumer you can subsequently refer the case to the Energy Retail Association should you not obtain the desired result following contact with the supplier, should you feel the code has been broken. The code is administered by the Energy Retail Association, previously the Association of Energy Suppliers (AES).

http://cfe.custhelp.com/cgi-bin/cfe.cfg/php/enduser/std_adp.php?p_faqid=5654&p_created=1210088444&p_sid=WvRUDiDj&p_accessibility=0&p_redirect=&p_lva=&p_sp=cF9zcmNoPTEmcF9zb3J0X2J5PSZwX2dyaWRzb3J0PSZwX3Jvd19jbnQ9MTgxLDE4MSZwX3Byb2RzPTAmcF9jYXRzPTAmcF9wdj0mcF9jdj0mcF9wYWdlPTEmcF9zZWFyY2hfdGV4dD1lcnJvbmVvdXMgdHJhbnNmZXI*&p_li=&p_topview=1

The Erroneous Transfer Customer Charter ETCC was set up due to the large number of erroneous transfers which take place in the gas and electricity industry. Under the Erroneous Transfer Charter you can contact either the new or old supplier in order to resolve the complaint. The allocated supplier (new or old) is obligated (under the Charter) to liaise with the other supplier to reach a resolution to the complaint.

The contacted supplier should send you a letter within 5 working days of the contact. The supplier should also explain why the transfer took place. You should also be provided with confirmation within 20 days of your contact with the supplier that you will be returned to your old supplier.

http://cfe.custhelp.com/cgi-bin/cfe.cfg/php/enduser/std_adp.php?p_faqid=5675&p_created=1210089293&p_sid=WvRUDiDj&p_accessibility=0&p_redirect=&p_lva=&p_sp=cF9zcmNoPTEmcF9zb3J0X2J5PSZwX2dyaWRzb3J0PSZwX3Jvd19jbnQ9MTgxLDE4MSZwX3Byb2RzPTAmcF9jYXRzPTAmcF9wdj0mcF9jdj0mcF9wYWdlPTEmcF9zZWFyY2hfdGV4dD1lcnJvbmVvdXMgdHJhbnNmZXI*&p_li=&p_topview=1

There is no formal compensation available for Erroneous Transfers however the supplier may award a goodwill gesture depending on the circumstances surrounding the complaint. If you wish to pursue the company for compensation you should consult the Energy Ombudsman and possibly be prepared to seek independent legal advice.

As part of the Erroneous Transfer Customer Charter, the supply should be returned to the previous supplier. If the company sends a supply to the incorrect company, they should rectify the problem as soon as humanly possible. There are no compensation agreements for a breach of the ETCC, but the company should seriously consider compensation. There is a voluntary scheme amongst some suppliers which offers £20 compensation. It is not mandatory or enforceable.

If the Erroneous Transfer was caused by a proven forged signature, £250 compensation should be paid to domestic consumers by suppliers who are members of the AES Code of Practice.

http://cfe.custhelp.com/cgi-bin/cfe.cfg/php/enduser/std_adp.php?p_faqid=5676&p_created=1210089333&p_sid=WvRUDiDj&p_accessibility=0&p_redirect=&p_lva=&p_sp=cF9zcmNoPTEmcF9zb3J0X2J5PSZwX2dyaWRzb3J0PSZwX3Jvd19jbnQ9MTgxLDE4MSZwX3Byb2RzPTAmcF9jYXRzPTAmcF9wdj0mcF9jdj0mcF9wYWdlPTEmcF9zZWFyY2hfdGV4dD1lcnJvbmVvdXMgdHJhbnNmZXI*&p_li=&p_topview=1