Maxen Power Supply Limited: compliance issues

Provisional order not confirmed

We issued a provisional order for Maxen Power Supply Limited on 12 September 2025, requiring them to reinstate records, commission a new audit and provide a report to us. They also needed to provide a remedial plan to achieve ongoing compliance, whilst a sales ban was imposed until these issues were resolved.

Having assessed the information received, we are satisfied that Maxen Power has taken steps it considers appropriate to commence progress toward securing compliance with Standard Licence Condition (“SLC”) 12A.12(g) of the gas supply licence and SLC 12A.11(h) of the electricity supply licence, specifically in relation to customer communications concerning energy theft.

We have decided not to confirm the Provisional Order. The Provisional Order has lapsed and ceased to have effect on the 12 December 2025.

The decision not to confirm the Provisional Order does not affect the ongoing investigation into SLCs 0A, 4A, 4C and 5A.

Enforcement description

The Provisional Order requires Maxen Power to complete a number of actions by specified deadlines, including:

• reinstate records within its Customer Records Management (“CRM”) system.
• upon the completion of the above requirement, commission an independent audit under SLC 5B from an auditor with forensic accounting capabilities.
• provide the Authority with the independent audit report arising as result of SLC 5B.
• provide the Authority with a detailed remedial plan relating to the calculation, application and communication of all fees detailing how Maxen Power will achieve ongoing compliance with its obligations under the relevant SLCs.
• be subject to a sales ban and non-essential payments ban until the Authority is satisfied the conditions in the Provisional Order have been met and in accordance with the requirements set out within the relevant SLCs.

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