Smart tariff sign-up

Complaint

This customer had a smart meter and signed up online to an offer with a supplier. As part of the sign-up process the customer was asked if they wanted to sign up to smart meter services. To enable these services, they would need to agree for their metering data to be shared daily. During the sign-up the customer ticked a box agreeing to this.

A few weeks after sign-up, the customer contacted their supplier to query why their online account showed they were on a smart tariff (with day, night, and peak rates). They thought they had signed up to a 24-hour tariff (with the same rates throughout the day). The supplier explained the customer had signed up to a smart tariff on the website. The customer disputed this and raised a complaint.

Investigation

The CRU reviewed screenshots of the supplier’s online sign-up process. The supplier had records of every screen the customer had clicked through and agreed to as part of the sign-up.

The CRU concluded that as part of this sign up the customer had registered their consent to share their data by ticking the box agreeing to sign up to smart meter services. The result of ticking this box was the activation of the customer’s smart meter. The CRU’s assessment of the information showed that there was sufficient explanatory information provided to the customer to allow them to understand the implications of agreeing to activate smart services.

The customer’s complaint was not upheld. The CRU did identify some customer service failings, for which we awarded four charter payments totalling €120. The CRU also instructed the supplier to give the customer 15 days to switch provider without incurring an exit fee if they wanted to.

Learnings

It is important to read all information provided carefully when signing up to a new tariff. If you have any questions, contact the supplier you are signing up to before you agree to anything you don’t understand.

This customer wanted to revert to a non-activated smart meter, as part of the resolution of their complaint. This was not possible, as once a smart meter has been activated this cannot be reversed. However, many suppliers offer tariffs that work with activated smart meters but are the same price throughout the day (a ’24-hour’ tariff), or allow a supplier to receive a day, night and peak time read, but on a less frequent basis (every two months).

You can activate your smart meter through your supplier, either by switching to a smart tariff, or choosing to access smart data services or similar. Once activated, your smart meter will remain activated. However, you still have a choice of what tariff you are on. Many suppliers offer tariffs that work with activated smart meters but are the same price throughout the day (a ’24-hour’ tariff).