What we expect suppliers to do so consumers can contact them
Guidance
- Publication date
- Industry sector
- Supply and Retail Market
- Licence type
- Electricity Supply Licence
- Gas Supplier Licence
- Related consultations
- Consumer Standards - Supplier 24-7 Metering Support statutory consultation
Related links
This guidance sets out the actions we expect suppliers may need to take to meet their licence obligations and making sure consumers can easily contact them.
It outlines our expectations that consumers should be able to contact their suppliers easily in ways that meets their needs and must get an appropriate response in good time.
The guidance was consulted on in November 2024 and is referred to as our Contact Ease guidance. See our decision, modification of Standard Condition 31G of the Electricity and Gas Supply licences and impact assessment.
Updates to the guidance
This version of the guidance supersedes the previous guidance published on 18 October 2023. It comes into effect on 1 August 2025.