Citizens Advice response to Ofgem's consultation on low carbon technology information during smart meter installation visits
We support Ofgem's proposed supply licence amendments clarifying that energy suppliers and installers can provide factual, non-promotional information about low carbon technologies during smart meter installation visits.
It is crucial that consumers have the right to immediately end such discussions upon request, as we know that consumers feeling in control is important for positive installation experiences. We support the proposal to explicitly prohibit recommendations of specific brands or providers, as this marks a necessary boundary between general advice and marketing.
We caution that introducing extra information during visits carries risks, as polling has found that people dissatisfied with the installation of their smart meter already report unclear supplier communication and negative installer experiences. To this end, we propose that Ofgem works alongside the industry to develop good practice guidelines for compliant information-sharing during installation visits.