Consumers: Vulnerable Consumers

Baroness Oppenheim-Barnes Excerpts

Tuesday 29th October 2013 Lords Chamber

[Viscount Younger of Leckie]

Interestingly, this is not an area where regulators receive many complaints and more vulnerable customers often have access to special tariffs. However, the noble Baroness raises an interesting point. I understand, for example, that BT charges £1.50 for paper bills, which relates largely to its broadband customers who clearly have internet access and can receive bills online. We believe that the charge is reasonable, covering costs such as printing and postage. Customers using a BT basic telephone service are not charged for paper bills.

[Baroness Oppenheim-Barnes (Con)]

Is my noble friend aware that the noble Baroness, Lady Deech, is to be congratulated on raising this issue? The problem is very widespread. The Government are not to be congratulated. People of all ages often choose not to go online even if it is available to them. Charges are made by the utilities because you have to use that very expensive telephone line, which has the most often-played recording of all time which starts, “We are encountering an extraordinary level of calls”. That means the call will cost even more. That is only one of the things that consumers have to put up with. The excuse given by all who make those charges is that it is more efficient and they can therefore charge lower prices. I have not noticed that happening. This is an urgent matter and I hope that the Government will take it seriously.

[Viscount Younger of Leckie]

My noble friend makes a good point that clearly some people still wish to receive bills through the post. However, a number of organisations across the UK offer free IT skills training and cater for the elderly and disabled, including the UK online centres funded by the Skills Funding Agency. We are keen to encourage more people to go online.