NPower gas 'sculpting'

Sterling

Thanks DD. Sorry to put you to so much trouble, but unavoidable, as you no doubt appreciate.

I assume the problem you were having was converting Adobe PDF into Word. The Ofgem document I posted in #1124 above had this time-consuming problem.

Here are a couple of links to threads on the ‘techie stuff’ forum that address this problem, which may be of some help to you in future. I have only just discovered them.


http://forums.moneysavingexpert.com/showthread.html?p=8894039&highlight=paste+from+adobe+pdf+into+word#post8894039

http://forums.moneysavingexpert.com/showthread.html?p=4433142&highlight=paste+from+adobe+pdf+into+word#post4433142

I will of course study the original Energywatch complaint and the Ofgem document more closely, but on first reading of the two documents together, it don’t look too good for Ofgem. In fact, it looks abysmal.

DirectDebacle

Thanks for the links. Ofgem are sending everything as an image file in Adobe PDF. I had to find a program to convert images to text (which it does) but the conversion isn't 100% so then when I have it in Word I have to edit the unreadable parts. It is a lot of fun and there are several hundred pages if I want to do them all. That one email only took about 45 mins. Further requests for original documents will be assessed on a case by case basis.;)

Back to the main topic. Have a good look. I haven't spent too much time on it but (was rather busy editing PQF/Wprd Dorcs:D) I think Ofgem have some wriggle room as the Energywatch complaint appears a little muddled. No doubt we will have a good debate in due course.

Ofgem have now extended their deadline for supplying the remainder of my request to 20th April. Weird thing is that my name is mentioned in some of the docs and they are refusing to send them to me unles I make a separate Subject Access Request. So I did:p.

Never used so many icons in one post. See what this thread is doing to me !!!!!!:eek::D

Cardew

Thus in 2007, they and 2 tariff years and with their price changes in early 2008, another tariff year has occurred. That represents 3 "years" in less than actual 12 months period. This has had the effect of resetting the higher tier unit clock 3 times and thus in a subtle way their customers are paying for the higher rate units far in excess of the supposed 4,572 units per annum.

This quote from the Energywatch complaint is surely critical.

If ofgem accept that Npower can redefine a year and retrospectively call it a 'tariff year'(when called to task) then the rest of the case against Npower amounts to 'technical issues' on notification, and effectively condones the overcharging of some 2,000+ tier 1 units.

1carminestocky

DirectDebacle wrote: »

Thanks for the links. Ofgem are sending everything as an image file in Adobe PDF. I had to find a program to convert images to text (which it does) but the conversion isn't 100% so then when I have it in Word I have to edit the unreadable parts. It is a lot of fun and there are several hundred pages if I want to do them all. That one email only took about 45 mins. Further requests for original documents will be assessed on a case by case basis.;)

Back to the main topic. Have a good look. I haven't spent too much time on it but (was rather busy editing PQF/Wprd Dorcs:D) I think Ofgem have some wriggle room as the Energywatch complaint appears a little muddled. No doubt we will have a good debate in due course.

Ofgem have now extended their deadline for supplying the remainder of my request to 20th April. Weird thing is that my name is mentioned in some of the docs and they are refusing to send them to me unles I make a separate Subject Access Request. So I did:p.

Never used so many icons in one post. See what this thread is doing to me !!!!!!:eek::D

This gets weirder and weirder. Why would they refuse to send you documents that have your name mentioned on them? Have they even more to hide than we originally thought? Maybe they have an embarrassing codename/nickname for you, DD? Totally bizarre. They appear mightily rattled, reading between the lines here. Good.

I bet they loved getting your Subject Access Request. Not.

DirectDebacle

Cardew wrote: »

This quote from the Energywatch complaint is surely critical.

If ofgem accept that Npower can redefine a year and retrospectively call it a 'tariff year'(when called to task) then the rest of the case against Npower amounts to 'technical issues' on notification, and effectively condones the overcharging of some 2,000+ tier 1 units.

I don't think they are condoning the 'tariff year' I think they are saying that such practices do not fall within the Standard Licence Conditions so it is not within their sphere of competence.

I think this comment is also telling;

For the avoidance of doubt, at no time has Ofgem formed a view on whether there may have been a breach of contract between Npower and individual customers. Ofgem’s position on this matter does not preclude individual customers pursuing cases with Npower or subsequently with the energy ombudsman or a court if appropriate.

They have made this comment for a reason. Reading between the lines I interpret this as a message to consumers that Ofgem have formed the view that they do not have the power to pursue the 'tariff year', and that although a breach of Licence Conditions may also include a breach of contract, it is not within their remit to prosecute breaches of contract.

Probably because I do not have sufficient knowledge of the law, I cannot understand why Ofgem took this view:

Ofgem also considered whether its powers under the Enterprise Act 2002 to enforce consumer protection legislation could be used in this case. These powers require Ofgem to give a company the opportunity to address a failure to comply with the legislation. If the company does not do so, Ofgem may apply to the court for an order requiring action by the company. If the company subsequently fails to comply with an order, the court can take action, including levying a fine.

It was clear to Ofgem that up until the time of customer complaints no mention of the tariff year had ever been made by npower. Then it was only in letters to individuals. It wasn't until the articles in The Times (May 2008) that it became public knowledge and only in August last year were proper explanations of their charges explained to customers. Therefore I cannot understand why Ofgem accepted a 'tariff year' as a valid year and agreed with npowers view that customers understood that when changes were made a new 'tariff year' would commence with those changes. Ofgem have accepted npowers explanation that consumers understood the meaning of a phrase before the consumer even knew of the existence of such a phrase.

Wouldn't it have been possible for Ofgem to use the commonly accepted definition of a year, fined npower £50 per customer for each customer affected (2.2m odd customers) and if npower refused to comply then taken court action. The door would still be open for civil claims to be made by customers as mentioned above.

Cardew

DD, I do understand your point.

However they are the Regulator for the industry, and if they feel that customers have been overcharged then they should have sent the papers fo the OFT(Office of Fair Trading).

It is surely not possible for The Regulator to abdicate responsibility for bringing Npower to book.

DirectDebacle

Cardew wrote: »

DD, I do understand your point.

However they are the Regulator for the industry, and if they feel that customers have been overcharged then they should have sent the papers fo the OFT(Office of Fair Trading).

It is surely not possible for The Regulator to abdicate responsibility for bringing Npower to book.

I agree with you Cardew. Something should be done.

I am not hopeful that Consumer Focus will be able to persuade Ofgem to re-visit this matter. What I would like Consumer Focus to do is bring a sample of overcharging cases to court for breach of contract against npower. If those cases were successful then there would be a real chance for customers to receive compensation.

A few of us up and down the country making county court claims is not going to do much to alter the status quo. Of course we should still carry on making them. Without the weight of some recognised body behind us progress is going to continue to be slow and painful. Ofgem were presented with all the evidence and didn't want to know. Consumer Focus was born in October last year when this matter was well under investigation. They have inherited this complaint from Energywatch and it is a first class opportunity for them to show that they mean business and will stand up for consumers.

IMO Ofgem have sent a message that breach of contract claims should be persued and that message was quite deliberately included in their comminique to Consumer Focus.

Ofgem could have adopted a different approach to this investigation. They chose the easy and benign stance in favour of npower. I suppose they have that discretion.

Consumer Focus as an organisation designed soley for protecting consumers against unfair practices such as 'sculpting' must now act on our behalf or lobby the appropriate authority to act for us.

I haven't given up yet.

Cardew

This is the 'official' link to the info DD posted earlier.

http://www.ofgem.gov.uk/Pages/MoreInformation.aspx?docid=77&refer=About%20us/enforcement/Investigations/ClosedInvest

Grumpy4u

I think it’s time I joined this forum to pass on my experience with npower who seem to have changed their tactics (unless others are having the same experience).

A few months ago, encouraged by the wonderful messages on this forum, I wrote to npower requesting a refund. I calculated that I had been overcharged by about £80 and added a small amount as compensation bringing my claim to £100.

I posted the letter to Customer Relations at Gateshead on 7th March. Time passed and I was just about to write or ring to request a complaint reference number, as advised on this forum, when a letter arrived dated 27th March actually offering me just that! The unsigned letter from the “Complaints Team” apologised for not being “able to resolve the issue straightaway” and said they were “now dealing with your complaint”. They also very kindly sent me a copy of their leaflet “Putting things right – dealing with your complaint”. Finally they gave me their phone number, their address at Peterlee and an email address!

Today I received a letter dated 7th April, from Richard Gelson, Complaints Centre Manager, who again apologises “for the length of time it has taken us to contact you regarding your complaint – this is not the level of service you should have received”. :rolleyes:

He continues “Rest assured we are working on your complaint and have recently tried to contact you as we need some more information in order to resolve your query”. He asks me to ring their “dedicated” Complaints Team …:rotfl:

I cannot help wondering what this extra information can be. They have all my account records and full details of what I have been charged and what I have paid! So do I - I have been a customer for decades!

I feel reluctant to ring and go through what I suspect will turn out to be a long drawn-out “explanation “ of why I am wrong and they are right, but I might just try an email for a bit of entertainment.

I would be grateful for any advice or to hear from other npower customers about their recent experiences.

In the meantime, hearty thanks to all contributors to the forum especially DD – what a star!!

DirectDebacle

Welcome to the thread and thank you for your post. I expect you will now accept their apology for the delay in dealing with your claim and look forward to them speedily settling it, say within 14 days, otherwise you will be forced to initiate recovery proceedings. No doubt their settlement will include additional compensation to recognise their shortcomings in the level of customer service shown to you.

By the way, if you have been a long standing customer did you consider claiming breach of contract from 1/4/2003?

Good luck with the claim.