Customer Care

Electricity and Gas Suppliers' Handbook 2023

Review of Supplier Handbook

The CRU, on 4 April 2023, published an updated version 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.

The primary focus of this Handbook update is to provide further clarity to recently included requirements, new legislation, and to include reference to CRU previously published clarifications, to ensure the relevant customer-focused requirements are adequately incorporated in the Electricity and Gas Suppliers’ Handbook.