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The government has agreed measures with energy suppliers to support vulnerable customers through the Covid-19 outbreak.
All energy customers facing financial difficulties will be supported by their supplier.
This could include debt repayments and bill payments being reassessed, reduced, or paused. Disconnection of credit meters will be completely suspended.
Customers with pre-payment meters who may not be able to add credit during isolation periods can speak to their provider about keeping them supplied during the outbreak.
You can get in touch with your supplier to find out more.
It depends on what type of energy deal you have, but a good rule of thumb is your gas or electricity supplier needs to give you fair warning ahead of any price rises.
If it doesn't give you reasonable notice you can complain and switch to a different tariff or supplier - penalty free.
The price you pay for energy might go up when your contract ends. If your new tariff is more expensive, you can change tariff or switch provider.
If you choose not to switch at the end of your fixed-term tariff, you will be rolled automatically onto your energy suppliers standard variable tariff.
Standard tariffs are the more expensive option though, and switching to a better fixed-term deal could save you a significant amount on your energy bills.
Your tariff will be capped if:
If you get a bill you think is incorrect because you've been charged the wrong amount, you can dispute it with your supplier.
In order to make a complaint you will need to be able to say why you think you've been charged the wrong amount and include evidence to support your claim.
You can send the complaint either by email or post, but we recommend you keep a copy of everything for your own records in case you don't get the outcome you want and need to escalate it.
If you haven’t received a bill from your supplier, don’t ignore it.
You’re legally obliged to pay for the gas and electricity you use, so make sure you make contact as soon as possible.
If your supplier doesn’t send you a bill after you get in touch with it, Ofgem’s back-billing principle offers some protection.
Your supplier should offer you a payment plan that allows you to repay any debt over the same length of time it’s built up.
You can also suggest an alternative plan if you feel your supplier is being unreasonable.
Exit fees, also called cancellation fees, are regularly applied to energy tariffs that have a fixed price and end date.
If you want to leave a fixed-term tariff before the end of the contract, it is likely that you will need to pay an exit fee.
But, if you are in the last 49 days of your fixed-term contract, you do not have to pay an exit fee and have the right to freely switch to any other energy supplier without being charged.
Your energy supplier is required to contact you 42-49 days before the end date of your fixed-term tariff, informing you that your tariff is coming to an end and that you can switch without a fee.
If an exit fee payment has been taken when it shouldn't have been – within the last 49 days of your fixed-term contract, for example – first contact your supplier to complain.
If you're switched by mistake, the Ofgem rules set out what the suppliers need to do to put things right.
Both your original or new energy supplier share equal responsibility for resolving the problem, and you can contact either of them.
If your complaint reaches a deadlock situation, you can then refer your complaint to the Energy Ombudsman.
If you’ve gone through your energy supplier’s complaints procedure and can’t resolve the issue or you’ve not been given a decision within eight weeks, you can take your complaint to the Energy Ombudsman.
You must send your complaint to the ombudsman within nine months of submitting your original complaint to your energy supplier.
The Ombudsman Service is independent and free to use. The ombudsman has the power to force an energy supplier to take action, which could be practical steps to sort out your problem, an apology, or compensation.
Consumer complaints about energy suppliers are dealt with by the Consumer Council in Belfast.
The Northern Ireland Authority for Utility Regulation is the energy regulator in Northern Ireland.