Norman Kerr: SSE fine tells companies to treat people fairly

THE size of the fine shows that the regulator was obviously unhappy. I don’t think that is just with SSE, but with all of the companies under investigation for doorstep selling.

Yesterday’s decision has really put something out there that says to all of the companies that consumers expect better. SSE has rightly taken all of this on board and have not tried to wriggle out of the fine and have taken it squarely on the chin.

It says to all of the companies that if they want to build trust with customers, they need to treat people fairly and you need to be clear in the message you give. It is very obvious that the regulator has put out a message to the companies and is saying ‘This is not acceptable”.

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Firms need transparency and customers need a review of their bills every year.

Whether yesterday’s developments could lead to a better deal for consumers overall is an interesting question. The industry has woken up to the fact that consumers now expect better.

Some companies have said they will review the bills of consumers who are considered to be vulnerable – but I do not believe that is far enough. All customers should be entitled to a bill review. If you have a mobile phone, you are regularly offered a review to ensure you are on the best tariff, and there is no reason why energy companies cannot do the same.

However, SSE has gone through a process to rebuild trust with consumers since the investigation was launched.

It has published a ten-step plan that they have rolled out in the company from the top down.They have been very proactive in doing that. It has given all energy companies an opportunity to review their processes.

The thing I am disappointed in is that the fines go directly to the Treasury coffers and consumers do not see any benefit. It would be better if it had gone to consumers in some shape or form.

• Norman Kerr, director of Energy Action Scotland.