I've just skimmed through Ofgem's latest Consumer First findings on energy information from suppliers. It makes depressing reading - not because of suppliers' attitudes or inability to explain things clearly (a bit more on that later), but because of the appalling energy illiteracy displayed by some of Ofgem's panelists.
Now, I agree that some information from supply companies is not the easiest read. My own supplier has a "Jargon Buster" section on the back of my statement which could, I believe be improved . Take this, for instance:
"Correction factor - The amount by which we adjust the amount of gas you've used to take account of the season."
Is that helpful for Joe Public? No - not really. It doesn't say why a correction factor is needed, what the physical driver is. I bet many would just say "This must be a scam". Interestingly in the corner of that section is the Crystal Mark logo!
But what I really find upsetting are statements such as "What is a kilowatt?" and "Say it in English, not kilowatts. You've had your energy on for so many hours and it will cost you this much, that would be brilliant". Is our education system so poor that people cannot understand kilowatts and kilowatt hours? Evidently, yes. Take this marvellous suggested explanation of a kWh: "1 kW = 5 mins of hot water running or 15 mins of cold water". One despairs.
And it's not only energy illiteracy that is evident: "I don't understand; the word tariff means nothing". Oh dear, another English teacher has failed!
Verdict? Could do better all round!
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