Ms Laura Brien:

We constantly refer to the supplier handbook or the codes of practice that suppliers must adhere to when dealing with customers. One of the items covered in the handbook relates to the best way of presenting information when trying to attract new customers. Is it better to tell customers that they will get a 20% discount on their standard tariff or that their average bill for the year will be €950 if they switch provider? These are some of the things we are examining.

We do an annual audit of suppliers. This year we looked at their marketing and customer sign-up practices, and the findings from the audit will drive some of the actions we take this year on revising some of the codes of practice. We are looking at a range of options, particularly options related to transparency of information. We are also considering whether we should require suppliers to inform all customers when they are getting to the end of a 12-month discount period so that they know they will move on to the standard tariff, as a jog to them, to consider switching again or look for better offers. That is part of our overall programme.

We actively monitor the market. We publish a quarterly report with a range of indicators relating to everything from market share to switching rates. We publish information on customer complaints, the level of disconnections and so on. This is designed to empower the customer so that they know what options are out there and how their current supplier stacks up against the alternatives.