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Calling DNO/ power company types? Complex meter!?

MHRestorations
As subject really, my colleague has tried to switch energy provider, and the new company is saying they can't handle a 'complex meter' and that he has to contact the incumbent provider (a bunch of idiots) to update the records if this is not the case?


I've been an electrician for all of my working life, and have never heard of a 'complex meter'. What gives?


Edit: he has a non- smart meter, but a modern electronic job with LCD.
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  • 0

    Sparkingchip:

    There is the tendency for people in call centres to not understand any systems that vary slightly from the norm.


    I am getting recorded messages on my home phone answer machine and emails again from Npower about installing a smart meter for my dad, he is also getting letters.


    Npower told me that they could not discuss my dad’s account unless I was at his flat or I sent them a certified copy of the power of attorney I have, despite me managing his account though their app on my phone and the contact details being mine. . . 


    . . . the appointment for access needs to be made with the housing association, not my dad as they have the key. . . 




    The staff in the call centre are 100% correct here, I suspect. Since the introduction of the GDPR data protection legislation, we are only allowed to discuss the electricity account and meter installation with the person(s) named on the account, or with the permission of someone named on the account. The financial penalties on the company for breaking this law are quite significant. 


    You will need either a power of attorney, or your dad’s written permission before they can discuss this with you, same goes for the housing association, although they will probably be able to deal with them once they have spoken with your dad. The fact that you manage your dad’s account online for him is a private arrangement between you and your dad. It will not automatically extend to you being able to discuss his account with NPower. 


    Apologies for taking the call centre’s line on this one, but unfortunately it is the law. It even extends to us having to cover paperwork with customer’s details on, when it is on the passenger seat of the van, in case it is spotted through the window. 


    Regards,


    Alan. 

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  • 0

    Sparkingchip:

    There is the tendency for people in call centres to not understand any systems that vary slightly from the norm.


    I am getting recorded messages on my home phone answer machine and emails again from Npower about installing a smart meter for my dad, he is also getting letters.


    Npower told me that they could not discuss my dad’s account unless I was at his flat or I sent them a certified copy of the power of attorney I have, despite me managing his account though their app on my phone and the contact details being mine. . . 


    . . . the appointment for access needs to be made with the housing association, not my dad as they have the key. . . 




    The staff in the call centre are 100% correct here, I suspect. Since the introduction of the GDPR data protection legislation, we are only allowed to discuss the electricity account and meter installation with the person(s) named on the account, or with the permission of someone named on the account. The financial penalties on the company for breaking this law are quite significant. 


    You will need either a power of attorney, or your dad’s written permission before they can discuss this with you, same goes for the housing association, although they will probably be able to deal with them once they have spoken with your dad. The fact that you manage your dad’s account online for him is a private arrangement between you and your dad. It will not automatically extend to you being able to discuss his account with NPower. 


    Apologies for taking the call centre’s line on this one, but unfortunately it is the law. It even extends to us having to cover paperwork with customer’s details on, when it is on the passenger seat of the van, in case it is spotted through the window. 


    Regards,


    Alan. 

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