Customer Care

CRU Supplier Handbook 2022

Review of Supplier Handbook

The CRU has today, 17th June 2022, published a decision paper on the 2021 Review of the Electricity and Gas Suppliers’ Handbook. The Handbook sets out the minimum levels of service that licensed energy suppliers are required to adhere to in their interactions with energy customers, such as, marketing and advertising, billing and disconnections.

This decision paper summarises the responses to the public consultation and sets out new requirements and editorial changes that have been included as part of the Smart Pay-As-You-Go review of the Handbook. The revised Handbook includes a new Code of Practice on Smart Pay-As-You-Go Metering.