Consumer Standards - Statutory Consultation

  • Upcoming
  • Open
  • Closed (awaiting decision)
  • Closed (with decision)

Publication date

Closed date

Industry sector

Supply and Retail Market

Licence type

  • Electricity Supply Licence
  • Gas Supplier Licence


A decision for this consultation was published on Wednesday 18 October 2023.

Following our May 2023 policy consultation on consumer standards, we are publishing a statutory consultation on introducing protections into the licence and consulting on associated guidance.

Our proposed changes will make it easier for domestic consumers to contact their supplier, help provide support for domestic consumers that are struggling with their energy bills and improve overall customer satisfaction.

The licence modifications that we are proposing are set out in the appendix 2 of our statutory consultation, as well as in the subsidiary documents. Our draft guidance document on contact ease is set out in the appendix 3 of our statutory consultation.

We would welcome any responses to the proposed licence changes, draft guidance document on contact ease and questions that we outline in the consultation.

We are proposing to publish a decision on any licence changes by early October 2023 and for any licence changes to go live in December 2023. We note that we are seeking feedback on our proposed implementation timescales.

How to respond

Please send responses to by 23 August 2023.