Supplier Guaranteed Standards of Performance: Decision on Switching Compensation

Publication date
22nd November 2018
Information types
Policy areas

Guaranteed Standards of Performance (GS) place service level requirements upon suppliers arising from certain interactions with their customers. In June 2018 we consulted on introducing new Guaranteed Standards requiring suppliers to automatically provide consumers with compensation when switches go wrong. We believe this will create incentives to ensure suppliers improve their switching performance and make switching more reliable.

This document sets out our policy decision on that consultation. It also contains a draft Statutory Instrument which we propose to make to implement the first tranche of Guaranteed Standards. We intend to implement these proposals in early 2019.