More about the Extra Help Unit

The Extra Help Unit was created in 2008 and is now managed by Citizens Advice Scotland on behalf of the Citizens Advice Service. 

Management of the Unit was transferred to Citizens Advice Scotland in April 2014 as part of wider reforms to consumer advice. The Unit’s remit extends to energy and postal service users across Great Britain.

The Extra Help Unit has statutory duties to assist vulnerable consumers and those who are disconnected from their energy supplies or those who have been threatened with disconnection, including prepayment off supply cases.

 

Our Statutory Duties

Citizens Advice Scotland and Citizens Advice have a duty under Section 13 of the Consumers, Estate Agents and Redress Act 2007 (the CEAR Act) to deal with cases where the consumer has been disconnected or has been threatened with disconnection, including prepayment off-supply cases.

Citizens Advice Scotland and Citizens Advice also have powers under Section 12 of the CEAR Act to deal with energy or postal cases received from vulnerable consumers.

The CEAR Act states that a person is vulnerable if it is not reasonable to expect that person to pursue the complaint on their own behalf.