We introduced the Standards of Conduct in August 2013 as part of our Retail Market Review reforms to make the energy market fairer for domestic and microbusiness consumers. The Standards require suppliers to be fair, honest, clear and professional in all their dealings with consumers. They must also ensure that any information they give to consumers is complete, accurate, not misleading and written in jargon-free language. Suppliers must also make it easy for consumers to contact them, act promptly and courteously to put things right when they have made a mistake.
We set up a senior-level ‘Challenge Panel’ of experts in October 2014 to help us understand the progress made by suppliers in treating consumers fairly. Our report sets out the view of the Panel and includes some examples of good practice. We have published an open letter from Dermot Nolan (CEO, Ofgem) alongside the report.