Energy: Billing
The question
To ask the Secretary of State for Energy Security and Net Zero, what steps his Department is taking to ensure that (a) energy companies correctly bill consumers by default and (b) any billing mistakes are corrected promptly and without significant delay.
Answered by Martin McCluskey
Ofgem, as the independent regulator, is responsible for ensuring good consumer outcomes, including accurate billing by energy companies. The government committed in its manifesto to strengthen the regulator to require higher standards of performance and ensure there is automatic customer compensation for failures.
On 10 November Ofgem published plans to overhaul customer service standards, including a review of its Guaranteed Standards of Performance. These set minimum standards of performance that all suppliers must meet for specific services. If they fail to do so, they must pay £40 automatic compensation to affected consumers. In addition, the Government is consulting on reforms to the role and powers of the Energy Ombudsman to ensure that consumers have fairer, faster access to redress when things go wrong. This includes removing the barriers which prevent consumers from accessing the Ombudsman’s services, such as low levels of awareness and long waiting times.
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