Investigation into price apportionment by all suppliers
Correspondence and other
- Open
- Decision proposed
- Closed
- Publication date
- Closed date
- Industry sector
- Supply and Retail Market
- Decision
Between December 2010 and August 2011, Ofgem investigated one supplier's Interactive Voice Recognition billing system, after concerns were raised by customers. These enquiries led to the company rectifying the problem with its IVR system and taking steps to seek to ensure it will not arise again.
Following closure of that investigation, Ofgem wrote to all domestic suppliers on 16 August 2011 indicating that we consider it essential that any system which is used to assess customers’ bills must operate in a way that ensures customers are billed as accurately and fairly as possible, and that consumers understand and have confidence in the process.
Noting that Energy UK operates the "Code of Practice for Accurate Bills" ("the code"), which requires that the suppliers which are party to it use all available information to produce accurate, clear and timely bills, Ofgem wrote to Energy UK to draw its attention to the issue so that they might consider whether suppliers are acting in compliance with the code.