Energy: Billing
The question
To ask the Secretary of State for Energy Security and Net Zero, what steps his Department is taking to ensure energy suppliers issue accurate bills based on customer-submitted meter readings rather than estimated usage.
Answered by Miatta Fahnbulleh
The Government takes the issue of accurate billing very seriously. All suppliers must take the required steps to reflect accurate meter readings in bills or statements sent to customers. This is laid out in Ofgem licence conditions.
All energy suppliers must follow Ofgem’s enforceable overarching principles of the Standard Licence Conditions 0 and 0A. These are a set of broad and enforceable ‘standards of conduct’ principles that set fundamental expectations on how suppliers must ensure fair treatment of each customer. These principles guide supplier behaviour, information provision, and customer service processes. For domestic consumers, the Standards also dictate how suppliers identify and respond to consumers in vulnerable situations.
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