Code of Practice for Accurate Bills
The code of practice for accurate bills (the ‘billing code’) represents a series of voluntary commitments developed to go beyond the supplier licence conditions and applies to domestic customers only.
As of 1 May 2018, the 12 month back-billing rule, where a supplier is at fault (previously clause 5) has become a supplier license condition and is therefore no longer apart of the billing code. Energy UK is currently assessing potential new areas of focus for the code to ensure it is fully up to date.
The billing code aims to drive improved standards of performance and to provide a common framework around which energy suppliers can build better processes and controls for billing their customers.
This is an important code particularly as over 200 million energy bills are sent to customers every year. The six members of the billing code - British Gas (including Scottish Gas), E.O.N., EDF Energy, npower, ScottishPower and SSE - recognise that better, clearer information is needed to ensure consumer trust.
Please note that Energy UK does not provide advice on billing issues. You should contact your energy supplier. For more information click here. If your issue remains unresolved, you can call the Citizens Advice Consumer Service on 03454 04 05 06 or the Energy Ombudsman on 0330 440 1624.
Members of the billing code are independently and rigorously audited on an annual basis to ensure compliance against four commitment areas:
2. Meter reading
3. Energy bills and statements
4. Payment and refunds
This code sets out the minimum standards members must follow, as well as the responsabilities of all energy suppliers.
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, which are designed to explain the specific areas of the billing code.
Please note that Energy UK doesn’t not provide advice on billing issues. You should contact your energy supplier. For more information click here.
Billing code audit results
Customers can have greater confidence in the accuracy of their energy bills as a result of the voluntary industry billing code.