23 Jan 2017 | Posted In Money advice news

Citizens Advice has published a good practice guide entitled: How energy suppliers can signpost and refer vulnerable consumers to the right source of help.

 It recommends that energy suppliers should:

  • Agree a company policy for signposting and referring vulnerable consumers to third parties
  • Set up clear signposting and referral options to a range of organisations
  • Be consistent in offering additional help
  • Allow consumers to access services on their own terms and provide support when needed
  • Empower customer facing staff to make good referrals
  • Build relationships with referral partners and learn from each other