Disconnected customer refused an account

Judy tried to open an account with the existing retailer in her area, but was refused and told to go to another retailer. She tried to do this but failed a credit check and did not know what to do. She had been disconnected for nearly two months when she contacted us.

Our investigation found that Judy had a complex history of bad debts and illegal connections. However, as the incumbent, the retailer for her area has a legal obligation to open a new account on a standing offer contract. 

Outcome: We helped establish a Centrepay arrangement and referred Judy to the retailer’s affordability program and financial counselling. 

When a retailer is the existing supplier to a property (the incumbent), they are obligated to offer a customer a standard retail contract.