Final decision: Domestic supplier-customer communications rulebook reforms
Licence modification
Publication date
Industry sector
Supply and Retail Market
Related Links
- [REVOKED 11/02/19] Decision to grant all licensed suppliers a temporary and limited derogation from various elements of SLC 22C
- Policy consultation: Domestic supplier-customer communications rulebook reforms
- Open letter: Reforming our rules related to domestic supplier-customer communications
- Statutory Consultation: Enabling consumers to make informed choices
- Statutory consultation: Standards of conduct for suppliers in the retail energy market
- Working paper: Domestic supplier-customer communications rulebook reforms
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.