Ofgem issues licences to electricity and gas network operators. The licences include social obligations on the companies. These obligations require suppliers to have Codes of Practice (COP) in place for certain customers who may require special assistance.
More information on network operators licence requirements can be found in the distribution and transportation Codes of Practice guidance notes on the right hand side of this page.
Network Operators have duties relating to to priority service customers. For more information on electricity distributors' Priority Services Register (PSR) obligations, please refer to the documents at the end of this page.
Copies of the distribution and transportation licences are available on the Electronic Public Register (EPR) - link opens in a new browser window.
Customer Service Reward Scheme
For electricity distribution companies there is an incentive scheme to encourage excellence in consumer service within the industry. The Customer Service Reward Scheme encourages electricity distribution companies to provide better service for consumers in three areas:
- Priority customer care initiatives;
- initiatives relating to Corporate Social Responsibility (CSR); and
- wider communication strategies.
The scheme makes a total annual reward of £1 million available across all licensed distributors.
More information on the Discretionary Reward Scheme can be found on the Networks pages.