Code of Practice minimum standards on Services for Prepayment Meter Customers
| Year | 2021 |
| Published date | 08 April 2021 |
| Energy Sector | Electricity retail |
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Annex 4a: 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 meter., in particular provide a
comparison between the prepayment tariff and other available tariffs
and the supplier’s policy on refunding credit balances.
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