Ofgem orders energy supplier to improve direct debit processes

TruEnergy is required to review the direct debit level of all of its customers

Big Zero Report 2022

Ofgem has today ordered energy supplier TruEnergy to improve its direct debit processes.

The provisional order issued by the regulator means that the company which is serving around 7,500 customers is now required to review the direct debit level of all customers who use this type of payment.

TruEnergy must also commission an independent audit to assess whether its direct debit policies and processes comply with Ofgem’s rules.

A few weeks ago, an Ofgem investigation found that some of the largest suppliers in the UK’s energy retail market might have failed to charge customers direct debits in a fair way.

Following the publication of the result of this report, suppliers hit back at the regulator over its review of direct debit processes.

Charles Hargreaves, Deputy Director, Enforcement, Conduct and Enforcement, Consumers and Markets for Ofgem, said: “We know how hard it is for energy customers right now so it’s crucial that the amount they pay each month by direct debit, or otherwise, is right so they can manage their money.

“Today’s enforcement action is the next step in following through on the findings from our recent review. We need suppliers to step up and support their customers, especially during these very difficult times and as regulator, we will be making sure they do so.”

ELN has approached TruEnergy for a response.

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