Investigation into Ovo and its compliance with its obligations under the gas and electricity supply licences (Standard Licence Conditions 31A and 25C (SLC 0 from October 2017))

Opened:
Feb 2018
Company:
Ovo Energy
Regulation Area:
Sectoral Regulations
Breach Area:
Standards of Conduct

We are investigating whether Ovo Energy breached licence conditions related to giving customers consumption information that is accurate, or based on a best estimate, complete, and not misleading.

This includes information provided by Ovo to customers relating to the estimation of consumption during winter 2016-17 and the accuracy of annual consumption figures in Annual Statements.

This is covered by Standard Licence Conditions 31A and 25C/ SLC 0 of the gas and electricity supply licences.

SLC 31A sets out specific obligations concerning the provision of information on Bills, statements of account and Annual Statements. SLC 25C, which was in force until October 2017, required suppliers to take all reasonable steps to achieve certain standards of conduct and to ensure that the standards were interpreted and applied consistently with the customer objective, which was to treat customers fairly.

This requirement has since been modified; our enhanced Standards of Conduct came into force on 10 October 2017 and is now known as SLC 0.

The opening of this investigation does not imply that we have made any findings about non-compliance.

Update: 26 September 2018

Ofgem has widened the scope of the investigation to include SLC 22C, SLC 26, and SLC 27.

These SLCs relate to Statement of Renewal Terms, the Priority Service Register and provision of final bills.

SLC 22C requires suppliers to provide information on (among other things) a customer’s estimated annual costs and estimated annual savings.

SLC 26 requires suppliers to establish and promote a Priority Service Register.

SLC 27 requires suppliers to take all reasonable steps to issue final bills within 6 weeks of a customer leaving supply and also issue corrected final bills (if required) in a timely manner.

Ofgem has notified Ovo Energy of the Authority’s decision to expand the scope of the existing investigation to include these areas.

The widening of this investigation does not imply that we have made any findings about non-compliance.

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