Understanding Discrimination by Energy Suppliers
Understanding Discrimination by Energy Suppliers
Discrimination by energy suppliers happens when you are treated unfairly or less favourably because of who you are, rather than your circumstances as a customer. In the UK, it is illegal for gas and electricity companies to discriminate against you based on certain personal characteristics. Recognising what counts as discrimination is the first step to protecting your rights and ensuring you receive fair treatment.
What is Discrimination in Energy Supply?
Discrimination occurs when an energy supplier treats you differently or less favourably due to a “protected characteristic”. Under the Equality Act 2010, these protected characteristics include:
Age
Disability
Race, including colour, nationality, ethnic or national origin
Gender or gender reassignment
Religion or belief
Sexual orientation
Pregnancy or maternity
Marriage or civil partnership
This means your energy supplier cannot refuse you service, offer you worse terms, or treat you unfairly because of any of these characteristics.
Common Types of Discrimination
Some of the most common forms of discrimination by energy suppliers include:
Age discrimination: Refusing to offer certain tariffs to older or younger customers.
Disability discrimination: Failing to provide accessible bills or not offering support services for people with disabilities.
Racial discrimination: Providing poorer customer service or less favourable payment options based on your race or nationality.
Gender or religion: Making assumptions about your needs or eligibility due to your gender or religious beliefs.
Examples of Unfair Treatment
Discrimination can sometimes be subtle or disguised as company policy. Examples might include:
Being denied access to a cheaper tariff because of your age.
Not being offered information in accessible formats if you have a visual impairment.
Facing delays or extra requirements when opening an account because of your name or accent.
Receiving rude or dismissive treatment from customer service staff due to your background.
If you have experienced any of these situations, it may be a sign of unlawful discrimination.
Why Fair Treatment Matters
Fair and equal treatment by your energy supplier is not just a matter of principle – it affects your ability to heat your home, manage your bills, and access essential services. Discrimination can lead to higher costs, limited choices, or unnecessary stress for those affected. Ensuring all customers are treated equally helps build trust and makes sure everyone can access the services they need.
Legal Protection Against Discrimination
UK law is clear: energy suppliers must not discriminate against customers. The main piece of legislation is the Equality Act 2010, which protects you from unfair treatment by companies providing goods and services, including energy. Ofgem, the energy regulator, also requires suppliers to treat all customers fairly and to make reasonable adjustments for disabled people.
If you believe you have been discriminated against, you have the right to challenge this behaviour and seek redress.
How Discrimination Can Affect You
Discrimination can impact your energy supply in several ways:
Access to services: You may be denied certain tariffs, payment plans, or support services.
Billing issues: You could be charged more or face extra hurdles to set up or manage your account.
Communication barriers: Important information may not be provided in a format you can use, especially if you have a disability.
Emotional impact: Facing discrimination can cause distress and make it harder to resolve issues with your supplier.
Recognising Discrimination Early
Spotting discrimination early can help you take action before the problem gets worse. Look out for patterns of unfair treatment, such as repeated refusals, unhelpful responses, or policies that seem to disadvantage certain groups. If you think you are being treated unfairly, it’s important to keep records and seek advice as soon as possible.
For a broader look at your rights and other issues you might face with your gas or electricity provider, see our guide on problems with your energy supply or supplier. This can help you understand how discrimination fits into the wider context of consumer rights and what steps you can take next.
Identifying Discrimination from Your Energy Supplier
Discrimination from your energy supplier can take many forms, and it’s important to know how to recognise it so you can take action. In the UK, the Equality Act 2010 protects you from unfair treatment based on protected characteristics such as race, disability, age, sex, religion or belief, and more. Energy suppliers must treat all customers fairly, regardless of these characteristics.
Signs You May Be Facing Discrimination
Discrimination isn’t always obvious. Here are some signs that could indicate unfair treatment by your gas or electricity provider:
Being refused service: If your supplier refuses to provide you with energy or insists on different terms because of your age, disability, race, or another protected characteristic, this may be discrimination.
Unfair billing practices: Receiving higher bills or being charged additional fees without clear justification, especially if this treatment is linked to a protected characteristic.
Barriers to support: If you’re denied access to help schemes, payment plans, or support services that are available to others, and the reason seems to relate to who you are rather than your circumstances.
Different standards of service: Consistently slower response times, poor customer service, or refusal to make reasonable adjustments for a disability.
Spotting Unfair Practices in Billing, Service, or Support
Unfair practices can show up in several ways, including:
Refusing to provide information in accessible formats for customers with disabilities.
Denying eligibility for hardship funds or payment plans without a valid reason, or applying stricter criteria to certain groups.
Making assumptions about your ability to pay based on factors like your ethnicity or postcode, rather than your actual financial situation.
Ignoring requests for help or adjustments needed due to a disability or health condition.
Discrimination vs. General Service Issues
Not all poor service is discrimination. For example, delays due to high demand or technical faults affect all customers and are usually not discriminatory. Discrimination occurs when you are treated less favourably than others in a similar situation because of a protected characteristic. If you’re unsure, consider whether the issue would have happened if you were someone else without that characteristic.
Examples of Discriminatory Behaviour by Energy Suppliers
A supplier refuses to offer a prepayment meter to an older customer, while offering it to younger ones in similar circumstances.
A visually impaired customer requests bills in Braille, but the supplier refuses, despite offering this service to sighted customers in other formats.
A customer is told they cannot access the Warm Home Discount because of their nationality, even though they meet all the standard criteria.
After disclosing a mental health condition, a customer is denied access to a payment plan that is available to others.
How Changes in Your Supplier Might Affect Your Treatment
If your energy supplier changes – such as after a company takeover or if your previous supplier goes out of business – your experience may change too. The new supplier must still follow the same anti-discrimination laws and treat you fairly. However, policies, support schemes, or billing methods may differ. If you notice a change in the way you’re treated after a switch, it’s important to check who’s taken over your energy supply and review their terms. This can help you understand your rights and address any new issues that arise.
If you believe you’re experiencing discrimination, keep records of your interactions and any evidence of unfair treatment. This will help you if you need to make a complaint or seek further support.
Your Rights When Facing Discrimination by Energy Suppliers
When you use a gas or electricity supplier in the UK, you are protected by strong consumer and equality laws designed to ensure you are treated fairly. Understanding your rights is the first step in challenging discrimination and making sure your energy supply is secure and accessible.
Protection Against Discrimination
Under the Equality Act 2010, it is illegal for energy suppliers to treat you unfairly because of certain protected characteristics, such as your race, gender, disability, religion, or age. This means your supplier cannot refuse to provide you with energy, offer you worse terms, or treat you less favourably because of who you are. These protections apply whether you are setting up a new account, managing your bills, or resolving problems with your supplier.
Your Rights as an Energy Consumer
UK consumer protection laws – overseen by Ofgem – give you the right to:
Fair treatment: Your supplier must treat all customers equally and cannot discriminate for any reason covered by the Equality Act 2010.
Clear and accurate information: You have the right to receive clear information about tariffs, contracts, and billing so you can make informed choices.
Non-discriminatory billing: Suppliers must ensure that billing is fair and not influenced by any protected characteristic.
If you feel you have been treated unfairly, you can make a complaint to your supplier and, if needed, escalate the issue to the Energy Ombudsman.
Special Protections for Disabled and Vulnerable Consumers
If you are disabled or have additional needs, the law offers extra protections to ensure you can access and manage your energy supply. Suppliers are required to make reasonable adjustments – such as providing bills in accessible formats or offering support services. To learn more about these rights and what adjustments suppliers must make, see our section on disability and consumer rights.
Security of Supply and Disconnection Rights
Energy suppliers cannot disconnect your supply without following strict rules. For example, they must not disconnect vulnerable customers – including those of pensionable age, with disabilities, or with young children – during the winter months. If you are worried about losing your supply, read more about your options if you’ve been told your energy supply will be disconnected.
Prepayment Meters and Accessibility
If you use a prepayment meter, your supplier must make sure you can access and top up your meter safely and conveniently. Discrimination can occur if, for example, a supplier fails to provide accessible top-up options for disabled customers or those living in remote areas. If you’re experiencing problems getting to or topping up your prepayment meter, you have the right to request reasonable adjustments.
If Your Supplier Goes Bust
Even if your energy supplier has gone bust, your rights are protected. Ofgem will appoint a new supplier, and you should not face discrimination or unfair treatment during the transition. Your new supplier must honour your legal rights, including protections against discrimination and unfair billing.
By knowing your rights and the protections offered by law, you can challenge unfair treatment and ensure your energy supply is managed fairly. For more information on your rights and the role of the energy regulator, visit Ofgem.
Steps to Challenge Discrimination by Your Energy Supplier
Raising concerns about discrimination from your energy supplier can feel daunting, but there are clear steps you can take to protect your rights and seek fair treatment. Here’s how to challenge discrimination effectively:
1. Raise Your Concerns Directly
Start by contacting your energy supplier to explain the issue. Be clear about what happened, why you believe it was discriminatory, and what outcome you are seeking. Energy suppliers in the UK are required by law – including the Equality Act 2010 – to treat customers fairly and not discriminate based on protected characteristics such as race, disability, age, or religion.
For practical guidance on how to approach this, see our detailed advice on complaining to your energy supplier about a problem. This resource explains how to make your complaint in writing or by phone, what information to include, and how long suppliers have to respond.
2. Document Discriminatory Behaviour
Good record-keeping is key. Write down dates, times, and details of any interactions that you believe were discriminatory. Save copies of letters, emails, or bills, and take notes during phone calls (including the name of the person you spoke to). If there were witnesses, ask them to provide written statements. The more evidence you have, the stronger your case will be.
3. Understand the Complaint Process
After you submit your complaint, your supplier should acknowledge it promptly and investigate your concerns. They must provide a final response within eight weeks. If your complaint involves something specific, such as if you didn’t agree to switch energy supplier, make sure to highlight this in your correspondence, as it can be a sign of unfair or discriminatory practices.
4. Escalate if Needed
If you’re not satisfied with your supplier’s final response, or if eight weeks have passed without resolution, you can escalate your complaint. The Energy Ombudsman is an independent body that can review your case and make recommendations or require the supplier to take action. You can also contact Ofgem, the energy regulator, for guidance on your rights and the supplier’s obligations.
5. Consider Legal Action for Serious Cases
If you believe you have experienced serious discrimination, you may have grounds to take legal action under the Equality Act 2010. This could involve making a claim in the civil courts. Before taking this step, it’s wise to seek legal advice to understand your options and the likelihood of success.
6. Stay Persistent and Seek Support
Challenging discrimination can take time and persistence. Don’t be discouraged if you don’t get the outcome you want immediately. Support is available from consumer advice services and advocacy groups, which can help you understand your rights and navigate the complaints process.
By following these steps and making use of the resources available, you can stand up to discrimination and help ensure that all customers receive fair and equal service from their energy suppliers.
Getting Support and Additional Help
If you believe you’ve been discriminated against by your energy supplier, it’s important to know that help is available. There are a range of organisations, schemes, and practical steps designed to support you, especially if you are vulnerable, disabled, or struggling to manage your energy bills.
Where to Find Help
If you’re facing discrimination – such as being treated unfairly due to your age, disability, race, or another protected characteristic – your first step should be to contact your supplier and explain your concerns. Energy suppliers in the UK are legally required under the Equality Act 2010 to provide fair and equal service to all customers. If you’re not satisfied with their response, you can escalate your complaint to the Energy Ombudsman or seek advice from Citizens Advice.
Support Organisations and Charities
Several charities and consumer groups offer free, confidential support to people experiencing problems with their energy supplier. These organisations can help you understand your rights, challenge unfair treatment, and access extra assistance if you’re vulnerable. They can also help you with complaints and guide you through the process if you need to take your case further.
Extra Financial Support and Supplier Schemes
Energy suppliers must provide extra help to customers who are struggling financially, are elderly, disabled, or have young children. This can include priority services, tailored billing, and access to hardship funds. If you’re finding it difficult to pay your bills or need additional support, learn more about getting extra support from your energy supplier. You may be eligible for special tariffs, payment breaks, or grants to help with arrears.
If your home is supplied by a communal or district heating system, your rights and options may be different. For more information, see what to do if your home is on a heat network.
Advice for Disabled Consumers and Those with Special Needs
If you have a disability or a long-term health condition, energy suppliers must make reasonable adjustments to meet your needs. This could include providing bills in alternative formats, arranging for meter readings, or ensuring your supply is not disconnected in winter. You can also register for the Priority Services Register, which gives you access to additional support during power cuts or emergencies.
Managing Energy Use and Bills
Taking control of your energy use can help reduce your bills and make your household less vulnerable to price increases. Simple steps like switching off appliances, improving insulation, and using energy-efficient lighting can make a noticeable difference. For detailed, practical advice, explore these energy optimization techniques.
Legal Advice and Advocacy
If you need legal advice or want to challenge discrimination formally, you can seek help from legal advice centres or advocacy services. They can explain your rights under the Equality Act and help you gather evidence, draft letters, or represent you in complaints procedures.
Remember, you have the right to fair treatment from your energy supplier. Don’t hesitate to reach out for support if you feel you’ve been discriminated against or need extra help to manage your energy needs.
Related Issues and Further Resources
Discrimination by energy suppliers can sometimes be linked to other common problems faced by consumers. For example, issues such as unexplained power cuts, sudden disconnections, or disputes over bills may be more than just technical or administrative errors – they could be signs of unfair treatment based on factors like your race, disability, age, or other protected characteristics under the Equality Act 2010.
It’s important to recognise when these issues might be connected to discrimination. For instance, if you find that your energy supply is being interrupted more frequently than others in your area, or if you’re being asked to pay different rates without clear justification, it could be worth investigating further. Similarly, if you live in rented accommodation, understanding what your landlord can charge for energy can help you spot unfair billing practices that may be linked to discriminatory treatment.
Power cuts and disconnections can be particularly distressing, especially if they occur repeatedly or without proper notice. If you believe discrimination has played a part in these issues, it’s vital to know your rights. You may be entitled to get compensation if you have a power cut, especially if the disruption was avoidable or handled unfairly. Preparing for potential supply problems is also important – see our advice on power cuts – preparation and tips to help you stay safe and informed.
Discrimination can take many forms, not just in your dealings with energy suppliers but also in other areas of life. If you want to learn more about how discrimination is handled in different settings, our guide to workplace discrimination offers useful comparisons and advice on taking action.
Understanding all aspects of your rights as an energy consumer is the best way to protect yourself from unfair treatment. Explore the related topics above to ensure you have the knowledge and support you need to challenge discrimination and secure fair, reliable service from your energy provider.
