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Citizens Advice responds to Ofgem's final decision on the PPM code of practice

13 September 2023

Responding to Ofgem announcing its final decision on the PPM code of practice, Dame Clare Moriarty, Chief Executive of Citizens Advice, said: 

“The harm caused by the prepayment meter scandal must never be allowed to be repeated. As energy bills soared, far too many people were forced onto meters they simply couldn't afford to keep topped up, often with devastating results.

“Evidence is clear that children under five need energy for their health and wellbeing. Ofgem's decision does not go far enough to stop all families with children aged 5 and under from being forced onto a prepayment meter. That poses a significant risk which we will be monitoring closely. 

“As we head into what will be yet another incredibly difficult winter for many, it’s essential suppliers ensure that none of their vulnerable customers are forced onto a prepayment meter."

Notes to editors

  1. Ofgem is conducting a comprehensive market review of prepayment meters and remote switching, to ensure suppliers are meeting their legal obligations in protecting customers.

  2. Citizens Advice is made up of the national charity Citizens Advice; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
  3. Our network of charities offers impartial advice online, over the phone, and in person, for free.
  4. Citizens Advice helped 2.55 million people face to face, over the phone, by email and webchat in 2021-22. And we had 40.6 million visits to our website. For full service statistics see our monthly publication Advice trends.
  5. Citizens Advice service staff are supported by more than 18,500 trained volunteers, working at over 2,500 service outlets across England and Wales.
  6. You can get consumer advice from the Citizens Advice consumer service on 0808 223 1133 or 0808 223 1144 for Welsh language speakers.