Decision on Energy Supplier customer service levels, and Consultation on electricity and gas licence modifications

The Utility Regulator has published a decision paperwith the outcomes of a recent consultation on energy supplier customer service levels.

In March 2024, we published a consultationon a range of mandatory measures aimed at enhancing the standards of customer service that domestic consumers receive from energy suppliers.

These proposals built on the existing measures that we introduced in our September 2023 Guidance Note, and also incorporated stakeholder feedback and progress made since then.

We have sought to improve the standards of service provided by energy suppliers to consumers, particularly those in vulnerable circumstances, to ensure that they are afforded the appropriate protections throughout their engagement with the energy market.

Following the careful consideration of all responses received, we have published today our decisions on the mandatory requirements to improve energy supplier customer service levels.

The decisions focus on four key areas:

1. Customers in vulnerable circumstances;

2. Customer contact centre services (this includes call centres and all mediums of written contact with consumers, including social media platforms and emails);

3. Setting fixed direct debits (at a set amount each month); and

4. Returning customer credit that has accrued on the customer account.

To enact these decisions, modifications are required to electricity and gas supply licences to introduce new requirements for:

1. A new mandatory Code of Practice on Customer Service;

2. Processes for setting fixed direct debits; and

3. Processes for the return of customer credit.

The addition of these new licence requirements will deliver better consumer outcomes as well as assisting in holding our licensees to account if there are failings in customer service standards.

Therefore, alongside our decision paper, we are also publishing a licence modification consultation paper and statutory notices for electricity and gas supply licences.