PARLIAMENTARY WRITTEN QUESTION
Billing: Documents (8 November 2024)

To ask the Secretary of State for Energy Security and Net Zero, what data his Department holds on the number of utility companies that charge for paper copies of bills; what assessment he has made of the potential impact of this practice on customers; and whether he plans to take steps to monitor this practice.

Asked by:
Clive Jones (Liberal Democrat)

The Department does not hold this data.

Ofgem’s Standard Licence Condition 21B.8 explicitly states that “the licensee must not make a specific charge for the provision of a Bill or statement of account or for access in an appropriate way to the consumption data used to calculate that Bill or statement of account. This paragraph does not apply in respect of providing additional copies of a Bill or statement of account to a Customer.”

The Government is aware that not everyone can manage their account online and will continue to work with Ofgem and suppliers to understand where improvements are needed, and to ensure all consumers, including the elderly and vulnerable, receive the standard of service they deserve.

Answered by:
()