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Ofgem New Standards of Conduct for suppliers


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OK so it's not that new, but I haven't seen it posted up yet. They came into force on 26th August 2013.

 

Some of the main points:

 

Standards of Conduct

 

The standards of conduct came into force on Monday, 26 August 2013. They require suppliers and any organisations that represent them, such as brokers or third party intermediaries, to ensure that each domestic customer is treated fairly. They cover three broad areas:

 

Behaviour: suppliers must behave and carry out any actions in a fair, honest, transparent, appropriate and professional manner.

 

Information: suppliers must provide information (whether in writing or orally) which is:

 

  • complete, accurate and not misleading (in terms of the information provided or omitted);
  • communicated in plain and intelligible language;
  • relates to products or services that are appropriate to the customer to whom it is directed; and
  • fair both in terms of its content and in terms of how it is presented (with more important information being given appropriate prominence).

Process: the supplier must:

 

  • make it easy for the consumer to contact them;
  • act promptly and courteously to put things right when they make a mistake; and
  • otherwise ensure that customer service arrangements and processes are complete, thorough, fit for purpose and transparent.

Full standards of conduct can be found here:

 

https://www.ofgem.gov.uk/publications-and-updates/new-standards-conduct-suppliers-domestic-consumers

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