Final decision: Domestic supplier-customer communications rulebook reforms

Publication date
17th December 2018
Information types
Policy areas

We think there is considerable scope for suppliers to improve how they communicate. We want consumers to get the right information, in the right form and at the right time, to enable them to understand their costs and consumption, to access and assess their options, and to take action where appropriate.

Suppliers should have room, and be incentivised, to innovate and improve their communications, so consumers, including those in vulnerable situations, get truly engaging, informative and accessible communications with information tailored to their characteristics and preferences. To achieve this, we are reforming the rules governing domestic supplier-customer communications.

We are now publishing our final decision, following extensive stakeholder engagement over the last year and strong stakeholder support in response to our statutory consultation proposals.

We confirm that we are introducing five enforceable principles to supplement the existing Standards of Conduct and SLC 25 informed choices principles. We are also removing prescription in priority areas such as the Bill, Price Increase Notice and Statement of Renewal Terms, and removing the requirement for suppliers to provide Annual Statements altogether. This will strengthen consumer protection, while at the same time making it easier for suppliers to innovate and come up with better ways of doing things.