The voice of the energy industry

Energy UK announces the latest Billing Code audit results

Energy suppliers continue to provide accurate billing for millions of consumers, according to Billing Code audit results announced today.

Established in 2006 by Energy UK, the voluntary Billing Code initiative provides energy consumers with greater confidence in the accuracy of their domestic energy bills. Energy suppliers are measured against five criteria: switching, meter reading, energy bills & statements, payments & refunds and back billing.

Following an independent audit by PwC, today’s Billing Code results have seen one supplier attain the highest ‘Gold’ award, meaning that they are fully compliant with all areas of the code, while three others achieved ‘Silver’ and one ‘Bronze’.

The results of the Billing Code audit demonstrate a strong level of compliance in a context of a tougher rating system and increased industry change.

Tina Tietjen, Independent Chair of the Billing Code said: 

“Together the Billing Code members send out more than 200 million bills each year so it’s great to see that suppliers have worked hard to maintain the high standards seen in last year’s audit. However, only one supplier was able to achieve a gold rating for their performance this year. We want to see more suppliers reaching this standard in future and delivering the very best service for their customers.

“Customers rightfully expect suppliers to be doing all they can to ensure clear and accurate billing. This is why we want to work with all suppliers, including those not currently signed up to the Billing Code, to build on this performance and continue to improve the quality of billing for customers in the coming years.”

Dave Reeman, Partner at PwC, said:

“This is the fourth year that we have undertaken the review of the processes and controls in place at the participating suppliers to assess their compliance with The Billing Code. Improvements are made to The Billing Code every year to enhance the rigour of the audit process with a tougher scoring system introduced for the 2017 audit. We have again seen an improvement in performance and scoring from the members with only one non-compliant clause identified this year, which is down from six in the previous year, showing their continued effort towards becoming fully compliant with The Billing Code.”


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