Big Six energy supplier SSE has been ordered by regulators to pay out £1 million after being found to have issued over a million misleading statements to pre-payment meter customers.
The Ofgem investigation found that SSE had sent out 1.15 million inaccurate statements to some of its most vulnerable customers between June 2014 and September 2015, after a coding error meant statements sent out contained faulty information on alternative tariffs available and how much money could be saved by using them.
The investigation found the firm had failed to act promptly to address the situation and it had not communicated its failures with affected customers.
Ofgem said: “The investigation found that SSE failed to act promptly to put things right, by not identifying the issue at an early stage and by not escalating to address it or putting in place appropriate remedial actions”.
SSE say the impact on customers was minimal as only a small number of households would have switched tariffs based on the inaccurate information.
The £1 million penalty will go to Ofgem’s consumer redress fund that helps consumers in vulnerable situations.