We are publishing a statutory consultation on activating the currently dormant standard licence condition (SLC) 31G.3A(c) in the electricity and gas supply licences that would require suppliers’ enquiry services to be available 24/7 for domestic customers who are without power or gas supply due to a faulty meter.
In October 2023 we introduced new rules to make it easier for customers to contact their supplier through our Consumer Standards decision. These rules came into effect in December 2023.
SLC 31G.3A(c) was introduced as part the October 2023 decision. We introduced this condition as dormant to allow suppliers and network operators more time to develop an industry-led solution, which some industry parties had suggested could provide a more efficient and coordinated approach.
However, there has been insufficient progress on an industry-led solution to date and many consumers may still be at risk of harm as they are currently unable to contact their supplier outside of regular contact hours to report a meter fault that has interrupted their supply of power or gas. We still consider that it is important that these consumers are able to receive timely advice, guidance and assistance from their supplier that is responsible for the meter.
This is why, with this statutory consultation, we are proposing to activate the dormant licence condition. The proposed modification to SLC 31G.3A(c) is set out in appendix 1 of the consultation.
Alongside this, we are also proposing to update the associated Contact Ease guidance document which suppliers must have regard to when complying with the relevant licence conditions. The proposed update is set out in appendix 2 of the consultation and includes the consumer outcomes that we would expect suppliers to achieve in complying with the principles-based licence condition 31G.3A(c).
