Consumer empowerment and protection

Smart metering can transform retail markets to the benefit of consumers through easy access to consumption data, innovative products and better customer service. But it can also present new challenges. This project seeks to ensure that regulation enables consumers to engage effectively in smarter markets.

The project is currently exploring the risks and opportunities that smarter markets present and how existing arrangements may need to adapt. In January 2013, we held a workshop to discuss these issues with stakeholders.

Documents relating to the consumer empowerment and protection project are published below.

 

Publications and updates

  • Published: 12th Aug 2016
  • Decisions
  • 1 Associated documents
This letter sets out our decision to confirm the addition of new data items to monitor the smart prepayment market to the Social Obligation Reporting for supplier performance following a consultation in May 2016.

  • Published: 6th May 2016
  • Closed: 6th Jun 2016
  • Consultations & responses
  • 12 Associated documents
We are consulting on changes to the Social Obligation Reporting (SOR) for supplier performance.

  • Published: 31st Mar 2016
  • Consultations & responses, Decisions
  • 22 Associated documents
We've decided to support the industry change of supplier process for smart prepayment consumers, introduce new reporting requirements on suppliers and to modify the safe and reasonably practicable guidance.

  • Published: 31st Mar 2016
  • Decisions
  • 19 Associated documents
We have decided to protect consumers by putting in place measures to reduce their exposure to backbilling, and to improve the transparency of suppliers’ backbilling policies.

  • Published: 9th Sep 2015
  • Closed: 23rd Oct 2015
  • Consultations & responses
  • 2 Associated documents
Consultation on our proposals for ensuring the right consumer outcomes for smart prepayment.

  • Published: 6th Aug 2015
  • Closed: 2nd Oct 2015
  • Consultations & responses
  • 2 Associated documents
Consultation on our proposals for ensuring the right consumer outcomes for smart billing.

  • Published: 30th Jun 2015
  • Agendas, minutes and presentations
  • 1 Associated documents
Slide pack from our smart prepayment policy workshop, held on 17 June 2015.

  • Published: 15th Jun 2015
  • Agendas, minutes and presentations
  • 1 Associated documents
Summary of discussions from the self – disconnection workshop in November 2014, including the causes and potential solutions that we discussed in the group sessions.

  • Published: 15th May 2015
  • Agendas, minutes and presentations
  • 1 Associated documents
Slide pack from our smart billing policy workshop, held 7 May 2015.

  • Published: 24th Feb 2015
  • Agendas, minutes and presentations
  • 1 Associated documents
Slide pack from the stakeholder workshop regarding smart billing and change of supplier reform interactions.

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