Question to the Department for Energy Security & Net Zero:

To ask the Secretary of State for Energy Security and Net Zero, whether his Department plans to take steps to (a) protect consumers who receive inaccurate bills from utility companies and (b) prevent utility companies from enforcing high usage bills without case investigation.

As a priority, the Government will support Ofgem to review the rules around billing accuracy and supplier billing practices to understand where improvement is needed and whether compliance action is required. Ofgem is also considering new rules to improve and incentivise better billing accuracy and debt support, including default monthly bills for households and reviewing the back billing rules to reduce how far back a supplier can bill a customer where the error was the supplier’s fault.

We believe that when things go wrong, suppliers should successfully resolve issues as quickly as possible. Ofgem will work to review and improve the current complaint handling standards regulations to ensure that suppliers take ownership to manage and resolve complaints effectively and efficiently. It will also ensure there is better automatic customer compensation for failure to deter poor service and drive improvements. Under the guaranteed standards of performance (GSOPs), suppliers are required to make automatic compensation payments to customers if they fail to meet specific customer service standards.