Supplier Guaranteed Standards of Performance: Consultation on Switching Compensation

Publication date
12th June 2018
Closing date
31st July 2018
Policy areas

In 2017 we published an open letter on our proposal to introduce automatic compensation for consumers when switches go wrong. We believe this will create incentives to ensure suppliers improve their switching performance and make switching more reliable.

Guaranteed Standards of Performance (GS) place service level requirements upon suppliers arising from certain interactions with their customers. In this document, we set out our proposals to extend the scope of the existing GS to ensure suppliers compensate consumers when switches go wrong.

We are now seeking stakeholder views and additional evidence regarding these proposals. We particularly encourage consumer bodies and suppliers, as well as any other interested parties, to read and respond to our proposals, and to provide evidence to help inform our decision about how to proceed.