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Consumer protection

Includes consumer protection regulations, guidance and consultations.

We regulate energy network operators and suppliers to make sure they protect their customers, especially those who need extra help.

Consultations

View all consumer protection consultations

Consumer protection licence conditions and guidance

Find standard licence conditions and guidance related to consumer protection.

Licence condition numbers refer to the electricity supply licence and the gas supply licence. 

Billing frequency and accuracy

See condition 21.

Metering, billing and payments guidance

Back-billing

See condition 21BA.

Metering, billing and payments guidance

Notification of price changes and contract end dates

See condition 23.

Switching guidance

Marketing activities

See condition 25.

Marketing and sales guidance

Standards of conduct for suppliers in the retail energy market

Priority Services Register

See condition 26.

Safety and vulnerable consumer protections guidance

What we expect suppliers to do so consumers can contact them

Disconnection and debt collection

See condition 27.

Safety and vulnerable consumer protections

Good practice for supporting customers in payment difficulty

Prepayment meters

See condition 28.

Metering, billing and payments guidance

Prepayment meter (PPM) guidance

Requirements for bill content and clarity

See condition 31A.

Metering, billing and payments guidance

Tariff information and price comparisons

See conditions 31A-H.

Tariffs and contracts guidance

Consumer protection publications

Includes guidance, policy, news and insight.