Energy: Billing
The question
To ask the Secretary of State for Energy Security and Net Zero, if his Department will meet with Ofgem to discuss poor practice in the recouping of (a) missed and (b) underpaid payments in the energy sector.
Answered by Miatta Fahnbulleh
The Department has regular meetings with Ofgem on a number of issues.
The Government takes the issue of accurate billing very seriously. All suppliers must take all reasonable steps to reflect accurate meter readings in bills or statements sent to customers where these have been provided by a customer or obtained by the supplier. This is also laid out in the Ofgem’s licence conditions. Specifically,
- Ofgem’s Supplier Licence Conditions 21BA is clear that a back-bill can only be provided to a customer for electricity or gas used more than 12 months ago if they were not correctly billed for it at the time.
- Ofgem’s Supplier Licence Conditions 31I states that suppliers must ensure that domestic customers are provided with due notice prior to any increase in charges.
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.
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