The Department for Business, Energy and Industrial Strategy (BEIS) has shared important new information about the £400 Energy Bills Support Scheme (EBSS) to those using traditional pre-payment meters. Earlier this month, PayPoint highlighted how hundreds of thousands of energy customers have not yet redeemed their top-up voucher, worth £66.
The vouchers can arrive by text, email or post and are valid for 90 days from the point of issue. However, Energy Minister, Graham Stuart, has explained that if a voucher is lost, doesn’t arrive or is not redeemed before the expiry date, a replacement can be issued - but must be redeemed by the scheme closing date on June 30, 2023.
He also said that suppliers have an “obligation to provide evidence” to BEIS of taking action to encourage pre-payment customers to redeem their issued vouchers. He added that energy suppliers should make a minimum of three attempts to contact customers who have not redeemed their payment.
His response came after Shadow Work and Pensions Secretary, Jonathan Ashworth, asked what steps the Secretary of State for BEIS is taking to boost the redemption of vouchers for the £400 Energy Bills Support Scheme discount for customers using traditional pre-payment meters.
Mr Stuart responded: “Suppliers should take action to encourage all traditional pre-payment customers to redeem their EBSS payment vouchers during the scheme month.
“Vouchers are valid for 90 days from the date of issue. Replacement credit vouchers can be issued, but must be redeemed by the scheme closing date of 30 June 2023.”
He continued: “Suppliers have an obligation to provide evidence to BEIS of taking action to encourage pre-payment customers to redeem their issued vouchers.
“Suppliers should make a minimum of three attempts to contact customers who have not redeemed their payment.
“If a customer requests that an expired voucher is reissued, suppliers should comply with the request as long as it is made ahead of the end of scheme date.”
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