Amanda McSorley

By Amanda McSorley amandamcsorley

Many mums and dads happily admit their children know more about computers and gadgets than they do, but that knowledge could be dangerous.

Recent media coverage has illustrated how vulnerable youngsters can be when using the internet and it is more difficult for parents to keep track of what their children are up to in cyberspace.

Citizens Advice is backing the Get Safe Online initiative’s Switched On campaign to help parents keep their children safe while using the internet.

It’s not so long ago that most households had a family computer and parents could introduce youngsters to the internet and control what they logged into, but many now have computers of their own for homework, which along with smartphones and tablets, means more opportunities for your child to discover the down side of the web.

These risks range from youngsters being the target of aggressive advertising to cyber-bullies and those who want to exploit or abuse young people.

Visit Get Safe Online to find out how to teach your children about the dangers they face and responsible internet use, so they do not give out their personal details or find themselves looking at inappropriate material either through choice or error.

The website has tips on keeping your children safe online, to give you the confidence to talk to your children about what they’re doing online and take the right action to keep them safe.

The top tips for keeping kids safe online are:

• stay private – make sure your child understands the risks of sharing personal information online
• opt for parental settings – use the parental control settings on your browser, search engine and internet security package and block pop-ups and spam emails
• choose strong passwords – make sure you have activated password protection on your child’s mobile phone or tablet and include random letters and numbers to keep them strong
• keep security up to date – by installing and keeping internet security products up-to-date
• protect your money – ensure your child cannot gain access to an online shop or other website where your card details are stored
• be safe and social – make sure your child keeps their profile private and uses the highest security settings so they can control who sees what
• encourage your child to report anything they are concerned about to you or another adult that they trust
• talk about it – encourage conversation about what your child is interested in, so you can make the internet a shared, family experience.

Amanda McSorley joined the Research and Campaigns Team at Lincoln and District Citizens Advice Bureau in February 2013. She is a former journalist and newspaper editor, with 30 years’ experience of covering the issues that impact people’s lives.

By Amanda McSorley amandamcsorley

Did you know that you could get £250 compensation if you are illegally switched to a new energy supplier?

I didn’t until one of the advisers at Lincoln CAB pointed it out, as he was dealing with a complaint on behalf of a client.

It was a situation that particularly resonated as several years ago we were illegally switched to another energy supplier. The first we knew about it was when we had over £600 taken from our bank account just before Christmas as a final payment to our current supplier. They were far from innocent having deliberately set our direct debit too low.

We did sort it out eventually, but it was difficult and stressful as we were among the first victims of the illegal switching or mis-selling of energy supplies. Unfortunately, we were not the last as mis-selling and mis-billing became rife and thousands of people found themselves out of pocket.

However, there are now procedures to help people get back the money lost through missed savings and compensation on top. Illegal switching or slamming usually happens through doorstep sales, which have been stopped by the six main energy companies.

Though it still happens and is open to abuse such as the salesperson asking for a signature and claiming it is only to give a quote or to verify they have called. The energy supply is then switched without your consent.

If your signature is forged it is a criminal offence and, if proved, you are entitled to £250 compensation, but you could get cash back and compensation if a supplier does not rectify their mis-selling or mis-billing and the independent Energy Ombudsman upholds your complaint. The average pay out is £135, but up to £5,000 can be awarded.

Other examples of mis-selling are:

• Lowering the direct debit to make it seem cheaper, but consumers have to pay more later in the year
• Misrepresentation, such as claiming that the energy company has been recommended by the independent regulator Ofgem or other industry watchdogs
• Not explaining tariffs and failing to give comparisons
• Not explaining the seven-day cooling-off period which allows customers to cancel
• Not highlighting contract cancellation fees.
• Cases of mis-billing can occur through:
• Faulty meters which are reported but not repaired
• Mixing up day and night rates

Ignoring correct meter readings given by consumers

There are other ways energy consumers are losing money, but the way to resolve your problems is the same. You must first contact your supplier with as much information you can gather.

If they cannot deal with your complaint to your satisfaction they must tell you in writing – this is known as a letter of deadlock — and you can then take it further with the Energy Ombudsman. If you do not get a letter you must wait eight weeks before contacting the Ombudsman. This service is free and the worst that can happen is you will be told you do not have a case.

If you have a problem or want help to complain, contact the Citizens Advice Consumer Service on 0845 404 0506 or visit Adviceguide.org.uk.

Amanda McSorley joined the Research and Campaigns Team at Lincoln and District Citizens Advice Bureau in February 2013. She is a former journalist and newspaper editor, with 30 years’ experience of covering the issues that impact people’s lives.