Guaranteed Standards of Performance (GS) place service level requirements upon suppliers arising from certain interactions with their customers. In November 2018 we published a Way Forward document outlining our policy approach to new Guaranteed Standards requiring suppliers to automatically provide consumers with compensation when switches go wrong. We also published a draft Statutory Instrument intended to implement these Guaranteed Standards, and a statutory consultation on the draft Statutory Instrument.
This document sets out our decision on that Statutory Consultation. The Regulations have been made by GEMA and received Ministerial consent. Suppliers will therefore be required to make payments for breaches of these Guaranteed Standards starting from 1st May 2019.