Supplier Guaranteed Standards of Performance for Switching: Second Phase - Final Decision and Statutory Instrument


Guaranteed Standards of Performance place service level requirements upon suppliers arising from certain interactions with their customers. In September 2019 we published a consultation on three 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. This represents the second phase of Guaranteed Standards relating to Switching, in addition to those implemented in May 2019.

This document sets out our final decision on that Consultation and the final Statutory Instrument. 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 1 May 2020.