Additional Support Credit: our expectations

We are publishing regulatory expectations for suppliers on the use of Additional Support Credit (ASC), a vital tool to support prepayment customers in vulnerable situations who have self-disconnected or are at risk of doing so. 

Details

While ASC plays an important role in providing emergency support, it is not intended to be a long-term solution to affordability challenges. We expect suppliers to assess each request for ASC on a case-by-case basis, ensuring decisions are fair, proportionate, and in the customer’s best interest. This includes considering alternative forms of support where appropriate and ensuring repayment terms are aligned with the customer’s ability to pay. 

The guidance sets out: 

• our expectations for how suppliers assess and provide ASC 
• guidance on identifying and responding to vulnerability 
• examples of good practice observed across the sector 
• clarification on when ASC may not be appropriate and how to respond in such cases 

This clarification forms part of our wider Debt Strategy work.