With many consumers struggling with their bills, it is more critical than ever that suppliers provide good service to their consumers. Building on the existing rules and the outcomes from our Market Compliance Reviews, we are considering the need to develop and implement reforms to drive up standards for all consumers. We are asking for input from consumers, energy suppliers, consumer groups and charities on:
a) An overarching consumer standards framework that sets out how we regulate to raise consumers standards including the balance between prescription and outcome-based regulation and how we will use this to address the key customer service issues that are prevalent;
b) Proposals for specific improvements we could make to the existing rules to help consumers get better outcomes this winter in priority areas and;
c) How we can continue to most effectively monitor and track consumer standards issue going forwards.
Please send responses to RetailStakeholderTeam@ofgem.gov.uk by 31 May 2023.