§ John BarrettTo ask the Secretary of State for Trade and Industry what assessment the Government have made of the trend in the number of transfers of fuel supply by energy companies without customers' consent. [68821]
§ Mr. WilsonThe number of complaints about the erroneous transfer of gas supply received by Energywatch rose from 2,511—one and a half per 1,000 transfers—in January to June 2001 to 4,204—two per 1,000 transfers—in July to December 2001. In the same period, the number of complaints about the erroneous transfer of electricity supply rose from 2,905—one per 1,000 transfers—to 4,837—one and a half per 1,000 transfers. Complaints about marketing for 2001 also include involuntary transfers that occurred as a result of the sales process. The number of gas marketing complaints rose from 1,201 in January to June 2001 to 1,753 in July to December 2001. In the same period, electricity marketing complaints rose from 1,776 to 3,116. Energywatch complaints figures will shortly incorporate erroneous transfers arising from both administrative or data error and mis-selling. Although involuntary transfers remain very low in relation to the level of transfer activity—there were almost 1 million registrations in 2001—the Government are concerned about the distress and inconvenience caused by erroneous transfer of energy supply. They welcomed the Erroneous Transfer Customer Charter, which came into force on 1 January 2002. They have also encouraged the industry in its development of an action plan to address misselling, which should remove a key cause of erroneous transfers.
§ John BarrettTo ask the Secretary of State for Trade and Industry if she will require fuel companies staff to be trained in consumer protection laws which relate to the fuel industry. [68823]
§ Mr. WilsonThe gas and electricity supply industry is working with the Office of Gas and Electricity Markets (OFGEM) and Energywatch on an action plan to address the problem of sales malpractice. Among other things, this will involve the establishment of an industry-wide code of practice. Six companies will also pilot the Electricity Association's EnergySure scheme, which was launched on 15 July. This will ensure that all agents are trained to an agreed, externally monitored standard. It will specifically require that sales agents understand the range of general and specific regulations that protect energy consumers.