Ms Aoife MacEvilly:

We have conducted over time a number of analyses on the barriers to switching because it is a really important area. We have introduced some key measures to enhance switching activity. What we found through some of the behavioural surveys we conducted is that customers find it confusing, so how do we make it simple? They also forget, so how do we give them reminders at the right times?

The measures we introduced includes the estimated annual bill. When we talk about the advertising of new offers, for instance, or supplier discounts and so on, they must also include the estimated annual bill. Let us say that with a discount it would cost €2,000 per annum so that a person can easily compare that offer with an offer from another supplier that might be expressed in slightly different terms. If the estimated annual bill is calculated at €2,100, one can quite easily tell the difference in costs arising from those two tariffs. Therefore, it is easier to compare.

We also introduced a requirement on suppliers to provide a 30-day notification in advance of the end of the termination of an offer. This is so that customers will be reminded in time to look and shop around. They are given the information in that notification. It is a separate letter. It is not just contained in a bill. It is provided in a separate letter or email communication, whatever the customer prefers.

We also introduced an annual prompt through a separate letter or communication. If a customer has been on a default tariff for a while, he or she will get a prompt from the supplier saying: "We see you have been on that tariff for a while. There may be better value. Why don't you look at these options?" It is to get past that.

We conduct annual surveys in which we try to understand the barriers to switching. People who do it find it easy but we think there is not enough activity in that space. We also conduct communication campaigns. We launched a CRU switching campaign that we ramp up and down. We saw very significant switching activity at different times. Earlier this year, for example, we saw some of the highest switching rates that we have seen for some time. It is something that we constantly monitor and we will take action when we can support customers.

On the default tariffs, as part of the package of protection measures - we have not published the full package - we are requiring all suppliers to make their retention offers available on websites so that customers are made aware that suppliers do offer value for loyal customers. They need to make it clearer so customers can ask for that. For those on financial hardship prepay meters, it is a new requirement that they get the best available tariff from suppliers. This is to try to redress that balance which the Senator mentioned.