Energy consumer outcomes
- Publication type:
- Call for input
- Status:
- Open
- Publication date:
- Closing date:
- Topic:
- Consumer protection
- Industry sector:
- Supply and Retail Market
We are seeking views on proposals for our new ‘consumer outcomes’, and how we could use them to improve customer experience and promote innovation and growth.
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.
How to respond
Submit your response by 22 January 2025 by emailing FutureConsumers@ofgem.gov.uk.