The voice of the energy industry

Code of Practice for Accurate Bills

Energy UK has worked with British Gas, EDF Energy, E.ON, RWE npower and ScottishPower to develop the ‘Code of practice for accurate bills’ or ‘billing code’.

The billing code only applies to domestic customers.

The members of the code are audited each year to make sure they are keeping to the code. The billing code sets out the minimum standards members must follow as well as the responsibilities of all energy suppliers (through their licence conditions and other obligations) and the responsibility of customers (such as providing regular meter readings). Other suppliers may follow the principles of the billing code, but are not audited to the same strict standards as members of the code. 
The billing code has five commitments.
1. Switching 
2. Meter reading
3. Energy bills and statements
4. Payment and refunds
5. Back billing

Scenarios document

The billing code scenarios are a collection of frequently asked questions which many customers have about their energy bills and the billing code.  We have developed the scenarios with input from the billing code members and are designed to explain the specific areas of the billing code.

Back billing

A back bill is a ‘catch-up’ bill sent to you by your gas or electricity supplier when you haven’t been correctly charged for your energy use (for periods of 12 months or more). If your supplier is at fault and has not sent you an accurate bill, that they should have sent you, they will not ask you to pay any extra for energy you used (and which you did not receive an accurate bill for) more than one year before they issued the bill. 

The back billing scenarios document has been developed with input from suppliers to reflect the principles which all of the major energy suppliers follow relating to back billing. 

Billing code audit 2015

Customers can have greater confidence in the accuracy of their energy bills as a result of the voluntary industry billing code. This sets out commitments that participating suppliers are rigorously audited against.

Read the full results of the Billing Code audit for 2015


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