Consumer standards decision


Publication date

Industry sector

Supply and Retail Market

Licence type

  • Electricity Supply Licence
  • Gas Supplier Licence

Today we are publishing our decision on new and updated rules to make it easier for domestic customers to contact their supplier, to help provide support for domestic customers who are struggling with their energy bills and to compel suppliers to publish information on their customer service performance, as measured by Citizens Advice.

This decision follows extensive stakeholder engagement and feedback (a policy consultation in May 2023 and a statutory consultation in July 2023).

The changes will take effect from 14 December 2023.

Alongside the decision and modification notices, we have published an impact assessment of our decision and guidance on our expectations for consumers to be able to contact their supplier. We have also published non-confidential responses to our statutory consultation.