The Department for Business, Energy and Industrial Strategy (BEIS) has shared crucial new information about the £400 Energy Bills Support Scheme (EBSS) which should offer peace of mind to people using non-smart, traditional pre-payment meters to pay for their supply. Much has been made of the fact thousands of these vouchers have yet to be redeemed and a warning was issued last week that they will expire in 90 days from date of issue.
However, Energy Minister Graham Stuart, has clarified that if the vouchers expire before they are used to top up a meter, people can request a replacement from their supplier up until June 30, 2023. He explained how suppliers have an “obligation” and “must be able to evidence that they have attempted to make a minimum of three attempts by at least two different methods to contact customers who have not redeemed their payment”.
He also said that if a customer requests an expired voucher to be reissued, suppliers should comply with the request.
The encouraging response came after a query from Labour MP Beth Winter on whether pre-payment meter users can redeem vouchers beyond their current expiration date.
In a written response on Monday, the Minister for Climate said: “Suppliers should take action to encourage all traditional pre-payment customers to redeem their EBSS payment during the scheme month. Replacement credit can be issued up until the scheme closing date of 30 June 2023.
“Suppliers have an obligation, and must be able to evidence, that they have attempted to make a minimum of three attempts by at least two different methods to contact customers who have not redeemed their payment - including at least one month before the expiry of the unredeemed EBSS payment."
He added: “If a customer requests an expired voucher be reissued, suppliers should comply with the request.”
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