Consultation on Energy Supplier Customer Service Levels


Consultation opened on . Closing date at 17:00.


This consultation details and seeks views on our proposed mandatory requirements to improve energy supplier customer service levels for domestic customers

We are seeking stakeholder views on our proposals to improve energy supplier customer service levels for domestic customers across four areas: 

  • Consumers in vulnerable circumstances;
  • Customer contact centre services (this includes call centres and all mediums of written contact including social media platforms and emails); 
  • Setting fixed direct debits; and
  • Returning of customer credit that has accrued on the customer account.


We published our Guidance Note - Energy Supplier Customer Service Levels in September 2023 setting out the minimum standards expected from suppliers to improve the quality-of-service domestic customers receive.

At that time we committed to consulting on proposed regulatory requirements to improve the domestic customer experience.


Copies of all documents will be made available in large print, Braille, audio cassette and a variety of relevant minority languages if required.


  • Your response may be made public by the Utility Regulator. If you do not want all or part of your response or name made public, please state this clearly in the response by marking your response as ‘CONFIDENTIAL’
  • If you want other information that you provide to be treated as confidential, please be aware that, under the FOIA, there is a statutory Code of Practice with which public authorities must comply and which deals, amongst other things, with obligations of confidence. In view of this, it would be helpful if you could explain to us why you regard the information you have provided as confidential
  • Information provided in response to this consultation, including personal information, may be subject to publication or disclosure in accordance with the access to information regimes (these are primarily the Freedom of Information Act 2000 (FOIA) and the Data Protection Act 2018 (DPA)).


As stated in the GDPR Privacy Statement for consumers and stakeholders, any personal data contained within your response will be deleted once the matter being consulted on has been concluded though the substance of the response may be retained.