Fair play for prepay campaignprepay

Citizens Advice is the statutory consumer watchdog for energy customers. We are running a national campaign, to get a fairer deal for energy customers with a prepayment meter.

What’s the issue?

  • Prepayment meter users too often receive poor service, lack of innovation and lack of choice, but generally pay more for their energy than direct debit customers.
  • Lack of competition and fewer tariffs to switch to.
  • Prepayment users often face problems managing their energy use, which do not affect credit customers, eg lost or faulty keys or metering equipment and risk of self-disconnection (16 per cent of users).
  • Lack of convenient places to top up and limited innovation in top up methods – most pay with cash at shops or post offices.
  • Vulnerable prepayment users sometimes miss out on financial support. The Warm Homes Discount (WHD) is sent out by suppliers by cheque.

What do we want?

  • better customer service and support with easier top-ups;
  • a fair choice of tariffs in line with other payment methods;
  • a smarter prepay offer that works for consumers.

To support this campaign please sign the petition at the following link


There is also a prepay top-ups survey available to complete