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NAO report is more evidence of “major windfall” for energy networks, says Citizens Advice

30 Ionawr 2020

Citizens Advice, in its role as the official consumer watchdog for energy, has responded to the National Audit Office (NAO) report that found that consumers had paid more than they should under the current price control for electricity network companies.

Dame Gillian Guy, Chief Executive of Citizens Advice, said:

“Today’s report is more evidence that energy networks have enjoyed a major windfall at the expense of consumers. Our research in 2017 showed how gas and electricity networks have  been able to overcharge consumers by £7.5bn during the current price control. This cannot happen again.

“Ofgem has made good progress towards a tougher settlement next time around. The regulator must hold its nerve, resist the efforts of networks to water down its proposals and deliver a price control that works for consumers.”


Citizens Advice research (Missing Billions - July 2017) showed that energy network companies are overcharging consumers by £7.5bn during the current RIIO price controls.

Notes to editors

  1. Citizens Advice includes the national charity; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
  2. Citizens Advice is the statutory consumer advocate for energy and post. We provide supplier performance information to consumers and policy analysis to decision makers.
  3. The Citizens Advice Witness Service provides free, independent support for prosecution and defence witnesses in every criminal court in England and Wales.
  4. Citizens Advice offers Pension Wise services at 500 locations in England and Wales.
  5. Citizens Advice’s services are free, independent, confidential and impartial, and available to all regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  6. To get advice online or find your local Citizens Advice, visit
  7. For consumer advice, call the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 to talk in Welsh.
  8. We helped 2.6 million people face to face, by phone, email and webchat in 2017-18. For service statistics see our monthly publication Advice trends.
  9. Citizens Advice staff are supported by over 23,000 trained volunteers, working at over 2,500 locations in England and Wales.