Codes of Practice
Electricity and gas suppliers must comply with a number of Codes of Practice. Some of these are developed and published by suppliers in accordance with their electricity and gas supply licences; and others are developed and published by us following consultation with stakeholders. Suppliers must be compliant with all codes of practice.
The suppliers’ published Codes of Practice must be approved by the Utility Regulator and (with the exception of the Code of Practice on Energy Efficiency) comply with the minimum standards which were published in June 2015. Conditions 30-34 of the Electricity Supply Licence and Conditions 2.8-2.12 of the Gas Supply Licence refer to codes of practice on:
- Payment of Bills
The purpose of this code of practice is to inform suppliers what actions they need to take to help all domestic energy customers cope with energy bills and avoid and/or manage debt.
- Complaints Handling Procedure
The purpose of this code of practice is to ensure that all customers, domestic and non-domestic, are aware of their rights with regard to dispute settlement with their energy supplier.
- Services for prepayment meter customers
The purpose of this code of practice is to ensure that those customers who pay by prepayment meters (PPMs) are adequately protected and therefore not unduly disadvantaged compared to those who pay by standard credit or by Direct Debit.
- The Efficient use of Electricity or Gas
The purpose of this code of practice is to inform suppliers what actions they need to take to promote energy efficiency to domestic and non-domestic customers.
The following mandatory Codes of Practice have been developed by us, following consultation with stakeholders:
Code of Practice for Consumers in Vulnerable Circumstances
The Code of Practice for Consumers in Vulnerable Circumstances provides protections and supports for domestic consumers in vulnerable circumstances. This is provided across electricity, gas and water suppliers and distribution companies.’
- The Marketing Code of Practice for Domestic Customers
The Marketing Code of Practice for Domestic Customers is designed to protect domestic electricity and gas consumers from inappropriate and misleading marketing techniques, ensuring that they are able to make an informed and reasoned decision on switching energy supplier.
The Marketing Code of Practice for Business Customers is designed to protect small business energy consumers from inappropriate and misleading marketing techniques, ensuring that each business customer is able to make an informed and reasoned decision on switching their energy supplier.
- Theft Code of Practice
Electricity Theft Code of Practice
The Theft Code of Practices sets obligations on both electricity and gas network operators and suppliers to develop and implement industry procedures that will prevent, detect, investigate and manage the outcomes of any investigation into energy theft.
The Code of Practice on Energy Bills and Statements for Domestic Customers outlines the overarching principles and minimum requirements placed upon gas and electricity suppliers for the content and format of domestic bills and statements.
The Code of Practice on Energy Bills and Statements for Business Customers outlines the overarching principles and minimum requirements placed upon gas and electricity suppliers for the content and format of business bills and statements.