Warning: British Gas Breaking More Rules

be11aml

Hi,

Just joined the forum to contribute, as I have benefited from being a quiet observer for quite a while.

I'm in the process of switching from British Gas Collective Oct 2017 Fix to Avro on 17th October. I am of the understanding that British Gas are required to maintain my current tariff during this transitional period.

However, no-one at British Gas customer services seems to have a clue about the Supply Licence requirements. I was spoken too very rudely this morning, but I did finally get someone to confirm that the current tariff will be maintained. Apparently it is all automated and the call center staff are totally unaware.

So, it should all be OK, but I suspect British G-AS(S)!!! (:rotfl:) will try to rob unsuspecting people.

Here is the relevant section of the Electricity Supply Licence.
I would post a link, but I am not allowed. It's on the OFGEM website.

Continuation of Fixed Term Supply Contract terms for interim period
24.9 In relation to each Fixed Term Supply Contract, unless the Domestic Customer
has entered into a new Fixed Term Supply Contract with the licensee or paragraph
22C.5 of standard condition 22C applies, the licensee must ensure that where
paragraph 24.10 applies a Domestic Customer will continue to be subject to the
same Charges for the Supply of Electricity and the same terms and conditions (but
not any Termination Fee) that applied to that Fixed Term Supply Contract until
they have changed their supplier.
24.10 This paragraph applies where one of the following conditions are satisfied:
(a) no later than 20 Working Days after (but not including) the date on which
the fixed term period of a Fixed Term Supply Contract ends, the licensee
receives Notice under the Master Registration Agreement that another
Electricity Supplier will begin to supply the Domestic Customer’s
Domestic Premises within a reasonable period of time; and
(b) another Electricity Supplier begins to supply the Domestic Customer’s
Domestic Premises within a reasonable period of time after the date on
which the Notice referred to in sub-paragraph 24.10(a) is given; or
(c) where:
(i) the conditions in sub-paragraphs 24.10(a) and (b) are met; and
(ii) the Domestic Customer has paid any Outstanding Charges within
30 Working Days after the Domestic Customer receives Notice that
the licensee intends to prevent the Domestic Customer’s Proposed
Supplier Transfer.

Cardew

be11aml wrote: »

Hi,

but I did finally get someone to confirm that the current tariff will be maintained. Apparently it is all automated and the call center staff are totally unaware.

So, it should all be OK, but I suspect British G-AS(S)!!! (:rotfl:) will try to rob unsuspecting people.

Welcome to the forum.

There is no doubt that many of the call centre staff - in all energy companies - are unaware of some changes to terms and conditions.

However, as you state, it is all automated and whilst the call centre staff may give the wrong advice, the term 'rob' implies deliberate intent.

If BG did not comply with the T & Cs, and even a single case subsequently was discovered, there would be an investigation and BG would face a fine and be ordered to check all accounts.

be11aml

Thanks for the reply.

I agree the words are a bit inflammatory, but British Gas are already under investigation for not following the rules.The general public is mostly unaware of the rules, so policing of this is difficult.

The customer services teams are the front line in terms of communicating the company policy and they are clearly not clear on this.

I will withhold judgement until the final bill is delivered.

phillw

be11aml wrote: »

The general public is mostly unaware of the rules, so policing of this is difficult.

It does seem convenient that their knowledge only extends as far as extracting money from you and they are oblivious in their responsibilities. It's not just British Gas that seems to benefit, so we do need to get ourselves better educated.

British Gas caved pretty quickly when I pointed them at the thread online, plus they seemed to think they owed me more money when they went through their round of recalculating everyones bills.

I had much more issues when I switched my phone.

LewisHamilton

Sounds nothing more than an misjudgement by one member of staff of BG. Hardly crime of century.