Gas account refused unless customer opened electricity account

Jack moved into a new house and opened an electricity account with his preferred provider. He then received a ‘Dear Occupant’ account from the incumbent gas retailer. He tried to open an account but that retailer refused unless he also opened an electricity account. It also issued a disconnection notice.

Outcome: During our investigation, we reminded the retailer of its responsibility to supply a customer as the incumbent retailer. The retailer acknowledged it could provide a standing offer contract and cancelled the disconnection notice. It  also waived the period of billing between the customer’s move in date and the transfer date.

When a retailer is the incumbent, it is obligated to offer a customer a standard retail contract.