EDF Energy takes fraud and crime seriously and we want to do as much as we can to help protect our customers. That’s why we’ve put together this information.
The security information we hold about you is very important to both of us. When we contact you, we need to make sure we’re speaking the right person – the account holder or nominated representative – and that’s why we spend a few moments checking your identity so we know that you’re authorised to discuss your account, and not a fraudster.
Five things to help you
Our employees, or people working on our behalf, will visit your property from time to time to check and fix your meter or collect outstanding payments. They’ll wear branded uniforms and will always have ID. Most visitors will be from Morrison Data Services (MDS) who read meters on our behalf. If you feel you need to check the identity of a meter reader, call MDS on 0191 201 3791. We also have other partners who may visit you on our behalf. If you feel you need to verify the identity of one of these visitors, call us on 0333 200 5100. For added security, we can also set up a password for you, which the visitor will have to provide before you let them in. For your reassurance our smart meter installers will contact you before they arrive.
We may need to phone you occasionally to discuss your account. We will always identify ourselves, and will ask a couple of security questions to verify that we are talking to the right person. We will never ask you to disclose your bank details or MyAccount passwords, and will never ask you to make an upfront payment to sign you up to a special tariff or contract. If you have any doubts about a caller claiming to represent EDF Energy, you should hang up the phone and call us on 0333 200 5100 to check if the call was genuine.
- Be cautious
Just because someone knows your bank details it doesn't mean they're genuine, so be mindful of who you trust. If you feel safe to, ask them questions too so they can verify their identity.
- Check, check and check again
If in doubt, take a moment to step back from the situation to think about what's really going on. If something doesn't feel right or seems wrong, it's usually right to question it.
- Know where to go
There are organisations that provide advice and support. Anything suspicious can be reported to Action Fraud. EDF Energy support the Take Five initiative.
When we receive calls, we need to make sure we're speaking to the account holder or an authorised representative, so we will always ask a couple of security questions. We will never ask for your online MyAccount password or security codes related to bank accounts or other payment cards. We'll only disclose account details to the account holder or authorised representative when we've verified their identity.
Just because someone knows your bank details, it doesn't mean they're genuine, so be mindful of who you trust and don't be afraid to ask them questions to verify their identity.
If in doubt, take five minutes to step back from the situation to think about what's really going on. If something doesn't feel right or seems wrong, it's usually right to question it.
Worried about phishing scam emails?
Phishing is a method that fraudsters use to obtain personal information from you, such as usernames, passwords or bank details. They then use these for illegal purposes, for example to steal money from your account or to clone your identity.
Typically, phishing is done by sending an email that looks like it’s from a legitimate source in order to convince you to hand over personal information. To improve your online security and avoid falling foul of phishing scam emails, we’ve put together some information on how to recognise them and what action you can take. You can also watch this useful video.
If the subject line seems unusual, requests information, offers a reward or threatens consequences, this is probably an attempted phishing scam email or spam. Ignore it unless you’re certain you know who it’s from.
Be suspicious of emails from unknown senders, and remember they could pose as someone from a trusted company to make it more likely that you’ll respond to their request.
Financial or government organisations don’t send unsolicited emails that request the users to open a link or attachment, or provide information. Emails like these are probably phishing attempts.
Generic greetings are a strong indication of phishing attempts. However, be aware that specific greetings don’t mean the email is safe. Attackers can find out your name or other personal information in order to create a more convincing lure, known as spear phishing.
If there’s a sense of urgency in the email which requires you to ‘act now’, it’s likely to be a phishing email. If the text is badly written or has spelling mistakes, this could also be a sign. Remember – EDF Energy will never ask you to disclose your password and you should never provide personal information if requested. It could be an energy bill scam.
Be wary of instructions to open an attachment or link within the email. Only open these if you’re sure the sender and email are genuine. It’s always best to type the URL directly into the address bar.