Guaranteed Standards for Switching: Policy intent and record keeping requirements

Publication date
10th April 2019
Information types
Policy areas

The purpose of this letter is to provide further clarity on Ofgem’s policy intent on Supplier Guaranteed Standards of Performance for Switching: Record keeping requirements and clarification of Ofgem’s policy intent relating to implementation, where this has been requested by stakeholders. Suppliers should consider with their own advisors how to manage any failure to meet a Guaranteed Standard on a case by case basis. Suppliers must comply with the Regulations, and consider whether their actions are captured by both the spirit and letter of the Customer Objective and Standards of Conduct.