Energy Customer Database Update Open Letter
Correspondence and other
Publication date
Industry sector
Supply and Retail Market
In Spring 2019, we paused our work on developing a database of disengaged energy customers in order to review the programme, and test whether it was on the right track to deliver the best outcomes for disengaged consumers in the most appropriate way.
We have completed the review, and decided not to progress the development at this time.
The database was one of a number of remedies aimed at addressing the detriment incurred by disengaged consumers on poor value default tariffs. In January 2019, Ofgem implemented the default tariff cap, the provides protection to all customers on default tariffs and has removed around £1bn of consumer detriment.
Our work on the database remedy has been instrumental in the development and testing of a number of consumer engagement interventions – including the ground breaking opt-in Collective Switch. We consider our focus should be on determining how best to enable such initiatives to ensure that the retail energy market works more effectively when the current price cap is lifted – as it must be no later than 2023.