The chairman of the OFT says it is working with Island Energy Group about its plans to go paperless.
Tim Glover was asked about the plans by several MHKs in this week’s Keys sitting.
He said that the OFT had received a briefing from IEG and that there is “no fixed date set for the move to paperless billing”, although the company has said it will become the norm.
Jason Moorhouse (Arbory, Castletown and Malew) raised concerns that some people who are not the most computer literate could be cut off without their knowing.
Mr Glover said that the OFT had, however, received assurances that where individual customers have circumstances which make paperless bills not viable, they will be exempt from the change.
He also explained that the change would only allow bills to go paperless, any reminders or disconnection notices would be issued in the post and not online.
Customer Service
Onchan MHK Rob Callister said his constituents had raised concerns not only about going paperless, but IEG’s entire customer service.
He said: “I spoke to a lot of constituents over the last couple of months about paperless billing, but more importantly, about improving the customer service.
“Has the oft chair or the organisation had any conversation with Island energies around improving customer service around connection and speaking to their customer services team with queries before they go paperless, because the amount of complaints I’m getting is significant.”
Mr Glover said that all of these concerns should be expressed to the OFT which is in the best position to resolve matters with IEG.
Mr Callister and his constituency colleague Julie Edge both pressed the chairman for the need for IEG to improve its customer services before going paperless, something Mr Glover said he would seek to address with the company.
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