Ofgem has published its refined voluntary commitments for energy suppliers to provide greater support for customers this winter.
The new commitments cover four key areas:
- Raise awareness of support available to customers
- Ensure customers in financial difficulty can easily make contact
- Ensure bills are as accurate as they can be
- Take all reasonable steps to ensure that prepayment meter customers are able to receive smart meters as soon as practicable
According to Ofgem, energy suppliers will be actively engaging in a wider publicity drive that will see them reach out to consumers through a range of communications channels to promote the support available.
Ofgem will also be closely monitoring how suppliers are supporting customers who face difficulty paying their bills, in line with the rules they are required to follow, as well as engaging suppliers in compliance discussions, as a result of a wide-reaching Request for Information and data review ahead of the publication of Ofgem’s Energy Affordability report in Autumn.
The refined winter commitments are in response to feedback from the energy industry, consumer groups and charities.