Citizens Advice response to Ofgem statutory consultation on Consumer Standards – 24/7 Metering Support
We agree that activating supply licence condition (SLC) 31G.3A is a helpful step towards ensuring consumers are provided with continuous energy supply, and towards limiting any harm that arises from a disruption to their energy supply.
Citizens Advice supports the proposal within the wider framework of customer service improvements proposed under Ofgems’ Consumer Confidence Programme, and enhancing protections under Ofgem’s proposed Vulnerability Strategy, though we note that the impact of this proposed change on consumers is likely to be fairly limited.
We continue to support action to ensure the service can be delivered in an efficient manner, such as via joint phone lines or a centralised service with network operators.