Monitoring and reporting form a key part of our work to protect the interests of vulnerable customers.
Our main activity in this area is our monitoring of key indicators relating to the suppliers’ Social Obligations, which look at suppliers’ performance in relation to providing help and services to vulnerable customers.
Social Obligations Monitoring
Suppliers submit quarterly data to Ofgem on various topics including debt levels, disconnection rates and payment methods used by customers. For more information on supplier reporting and to view the most recent monitoring reports, click on on the left hand navigation bar.
Other monitoring and reporting
In addition to the Social Obligations monitoring, suppliers report annually to Ofgem/DECC on their social initiatives and offerings for customers (Corporate Social Responsibility activity).
New regulatory arrangements are often accompanied by monitoring to evaluate their success. Specific reporting is in place to cover:
- Prepayment Meter Regulations introduced in September 2006; and
- Debt Assignment Protocol
Ad hoc monitoring and reporting on specific issues takes place, as required, for example our current monitoring of suppliers’ actions to recalibrate token prepayment meters and avoid the build up of debt for customers.
Prepayment Meter Regulations Monitoring
The Prepayment Meter Regulations that enable suppliers to collect certain types of payments through prepayment meters came into effect on the 1st September 2006. Ofgem is monitoring the take up of the Regulations and their effect on customers. For more information on the Regulations and arrangements for monitoring their use, click on ‘PPM Regulations Monitoring’ on the left hand navigation bar.
Debt Assignment Protocol
The debt assignment protocol allows prepayment meter (PPM) consumers to switch their supplier when they are in debt. Ofgem monitors its effectiveness by recording the number of customers blocked from switching as a result of having a debt.