ISLANDERS who want to continue to receive paper bills from Island Energy will face a £2.50 charge per month unless they can prove to the company that they do not have access to email or the internet.
The new charge, announced by the utility company this month, will amount to more than £30 per year, in some cases representing a 10% hike in bills. Islanders who do not want to move to online billing will have to call the company and persuade them to waive the charge.
Critics say that the levy will hit older Islanders and those on lower incomes particularly hard, with charity Age Concern branding the move “blatant age discrimination”.
Age Concern chairman Ben Shenton told the JEP that the charge was “effectively a tax on their vulnerable customers simply to profit the wealthy private owners of Island Energy”.
He pointed out that many older Islanders did not grow up in the age of the internet and found technology challenging, adding that others had been scammed and had “lost trust in our new digital world”.
Mr Shenton said: “Others do not have access to the internet or have a condition which makes remembering passwords and procedures almost impossible.”
He added that the current full-rate Jersey pension was £40.93 per day, and said: “£2.50 is not a meaningless, trivial sum.”
Island Energy confirmed to the JEP that the only way to be exempted from the charge was for Islanders to call customer services. “This will be assessed on a case-by-case basis,” the company said in a statement.
In a flyer sent out this month, Island Energy said: “As part of our sustainable strategy, we’re transitioning to digital billing. During 2025, we’ll be introducing a £2.50 surcharge per paper bill. This brings us in line with many other utility providers.”
The flyer informs Islanders that they must log on to the company’s website or scan a QR code with their mobile phone and then enter their account number to register. Once registered, bills will be sent to the customer’s email address. “Not only will you reduce paper clutter but you’ll also help save trees,” the leaflet says.
A source told the JEP that Island Energy had initially proposed a discount for those who opted for paper billing – in line with a number of other utility companies – rather than an extra charge for those who did not. It is not clear why the company changed this plan.
Responding to queries from the JEP, a spokesperson for Island Energy said: “As part of our sustainability commitment, we are dedicated to increasing e-billing adoption to the highest level possible. Transitioning to digital billing is a crucial step in reducing paper usage and minimising our environmental impact.
“The majority of our customers will prefer an online bill and therefore charging for a paper bill, which costs more to produce, is the most appropriate and effective way of encouraging this take-up. Due to its effectiveness, it is also the method used across the utility industry.
“E-billing is a suitable and convenient option for most of our customers, but for those who may face challenges in transitioning to e-billing, we have established robust support mechanisms to ensure they are not unfairly disadvantaged. Fee waivers will be evaluated and granted on a case-by-case basis for customers who are digitally excluded.”
In a statement, Island Energy said: “As a group, we have committed to introducing initiatives aligned with our net-zero strategy.
“One of those is promoting e-billing as a more sustainable option for our customers. While customers can still choose between electronic and paper billing, during 2025, a fee of £2.50 per paper bill will be introduced, in line with practices adopted by many other utility companies and reflective of the extra cost associated with providing this service.
“To inform and prepare customers for this change, we have included flyers with postal bills to promote the benefits of the paperless option and to provide details about the upcoming fee for paper billing. Information on e-billing is also available on our website.
“We acknowledge that some customers may face challenges in transitioning to e-billing and would encourage anyone who is not able to use e-billing, for example if they do not have access to email, to contact us as it may be appropriate for us to waive the fee.
“This will be assessed on a case-by-case basis. Additionally, we would be able to explore how we might support those customers further through our Priority Care scheme.”
Mr Shenton urged the utility company to retract the decision.
“There was talk during the pandemic that society may emerge more caring and compassionate for those around them. The reality has been completely the opposite, with the elderly restricted from accessing St Helier, treated with contempt by companies who are only interested in profit and generally considered to be an inconvenience,” he said.
“We ask Island Energy to reconsider this selfish decision.”
