Energy consumer outcomes

Details of outcome 

We received 44 responses from industry participants, suppliers, consumer bodies, charities, industry bodies, and members of the public. Those that fed back on the call for input generally agreed on the need to update our regulatory framework. 

We have considered all feedback received and have decided to adopt a more outcomes-based approach to regulation with the energy supply market. Read about our approach in our Consumer Outcomes Strategic Direction. It sets our high-level strategy and how we plan to adopt a phased approach to implementation. 

We are now consulting on the initial implementation approach to put outcomes-based regulation into practice by focusing on consumer energy bills. Read the details and respond to our Consumer Outcomes implementation consultation. 

Read the full outcome

Original call for input

Call for input description

We aim to have a clear and simple regulatory framework that achieves the best possible outcomes for energy consumers.  

We want to encourage innovation that both benefits consumers and ensures they are protected from harm. We would like to hear your views on two main areas, which are: 

• a set of proposed ‘Consumer Outcomes’, which represent a clear set of expectations for the customer experience and apply to all energy consumers: domestic, non-domestic, and vulnerable, now and in the future
• how we use these Consumer Outcomes alongside our regulatory framework to encourage the improvements we want to see, and how we can improve our monitoring, compliance and communications to achieve these goals

We are also publishing our Guaranteed Standards of Performance call for input. We are keen to receive feedback from stakeholders on both of these publications, and welcome stakeholders submitting a joint submission to us through the Future Consumers inbox. 

Read our Guaranteed Standards of Performance call for input.

Who should respond 

We welcome responses from: 

• suppliers
• consumers
• trade bodies
• consumer groups  
• any other interested industry participants, for example load controllers (organisations that manage and optimise energy demand) 

We encourage anyone responding to submit any relevant evidence to support your views and help inform our decision-making process.