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Annex 4b Code of Practice minimum standards on Services for Prepayment Meter Customers

Document Cited in Related
Vincent
Published date17 August 2022
Year2022
Energy SectorElectricity retail
164
Annex 4b: Code of Practice minimum
standards on Services for
Prepayment Meter Customers
This Code of Practice minimum standards outlines the minimum actions
required to fulfil the obligations detailed in Condition 34 of the Electricity
Supply Licence and Condition 2.9 of the Gas Supply Licence and other
relevant licence conditions. This Code of Practice should be no more than
two clicks from the homepage on the supplier’s website.
Information Provision for Prepayment Meter Customers
(a) provide advice, information, services and facilities, including the availability of
emergency credit, which will assist the Domestic Customer to avoid being
without a supply of electricity (gas) at particular times or in particular
circumstances; Condition 34, 3 (a) Electricity Supply Licence, Condition 2.9.3
(a) Gas Supply Licence.
In order to fulfil the above licence condition suppliers must
provide an explanation of what a prepayment meter is and ensure that
customers receive instructions on the use and operation of the
prepayment meter before it is installed or at installation.
use best endeavours to ensure that customers understand the tariffs
and charges for using a prepayment meterand the supplier’s policy on
refunding credit balances.
provide details on the amount of emergency credit associated with the
meter and an explanation of how emergency credit works.

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