The voice of the energy industry

Energy industry underlines billing commitments

Energy UK is promoting industry's commitments to customers on back-billing, for energy used many months or years previously.

An event is being held today - attended by a range of energy suppliers, consumer groups, representatives from Government and the regulator - to communicate energy suppliers' commitments to the principles of so-called back-billing.

For domestic customers, this means that, in certain circumstances where the energy supplier is at fault, suppliers will not back-bill for energy used over more than 12 months previously. These commitments are outlined in Energy UK's Code of Practice for Accurate Bills.

The event is also an opportunity for suppliers to reiterate their new commitments around back-billing for microbusiness customers. These new voluntary standards mean that, where a microbusiness customer has taken all reasonable steps to avoid a back-bill, suppliers will commit to limit any back-bill to three years for electricity bills and 4-5 years for a gas bill.

At the event, stakeholders will also be given an update on the Code Audit results as well as an opportunity to discuss wider billing topics such as Ofgem's Retail Market Review and revised Standards of Conduct.

The Code of Practice for Accurate Bills has led to energy companies upgrading their billing systems, directly improving customer service in the sector and promoting billing accuracy. 

An Energy UK spokesperson said:

"Members of Energy UK take their responsibilities to accurate billing very seriously indeed and part of that commitment involves updating wider stakeholders on policy initiatives. Billing is an area that is key to the 'trust agenda' and accurate bills are vital if the industry is to promote and develop trust as we plan to.

Both suppliers and customers have responsibility to ensure that bills are accurate. The industry will soon be rolling out smart meters across the country which will mean accurate remote meter reads and the end to estimated bills."

Notes to Editors

For more information call the Energy UK Media Office 020 7747 2941 or 07983 469 764.

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