Consultation on Energy Supplier Customer Service Levels

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.

Constructive engagement with suppliers and consumer representative bodies, and consideration of lessons learned from other jurisdictions to improve consumer service standards, has informed the development of the proposed mandatory requirements we are now consulting on. 

Further information on the consultation and how to respond can be found in our consultation section.