Consumer outcomes strategic direction
- Publication type:
- Policy
- Publication date:
- Topic:
- Consumer protection,
- Electricity supply,
- Gas supply
Explains how we plan to move to a more outcomes-based approach to regulation in the retail energy market.
Details
This Strategic Direction sets out our 7 Consumer Outcomes, they are:
- Consumers are charged energy prices that represent fair value
- Consumers receive accurate, timely, accessible and understandable energy bills
- Consumers struggling to pay for their energy receive flexible payment options and proactive, tailored interventions
- Consumer concerns and complaints are addressed fairly, effectively, and promptly
- Consumers get clear, accurate, and timely information to help them make informed choices
- Consumers can switch providers and contracts without unnecessary barriers
- All products and services should be reliable and perform as intended
This Strategic Direction also explains the next steps we will take to put these outcomes into our regulatory framework and what this will mean for how we make, monitor and enforce rules for energy suppliers.