Consumer Standards: Supplier 24-7 Metering Support
Decision
- Publication date
- Industry sector
- Supply and Retail Market
- Licence type
- Electricity Supply Licence
- Gas Supplier Licence
Our decision
In November 2024, we opened a consultation on extending suppliers' enquiry services. This extension would allow domestic customers without power or a gas supply due to a meter fault to contact their supplier at any time.
We have considered all the responses and have decided to:
- activate the dormant licence condition from August 2025. This requires all domestic suppliers to offer an enquiry service 24 hours a day for affected customers
- update the Contact Ease Guidance setting out the consumer outcomes that suppliers will need to show to us that they are achieving
The outcomes will be that:
- suppliers must be contactable outside of regular hours to:
- receive reports of meter faults causing loss of supply at any time
- provide appropriate assistance, guidance and advice to affected customers
- customers will be able to report a meter fault causing a loss of supply, and receive appropriate assistance from their supplier
- networks will be able to direct customers to their suppliers' out of hours services:
- alleviating pressure on emergency phonelines
- improving emergency response capabilities
Read the full decision document attached to this page.
See our updated guidance on what we expect suppliers to do so consumers can contact them.