Standards of Conduct
Ofgem's overarching licence-condition obligation requiring suppliers to treat customers fairly across all stages of their interaction.
The Standards of Conduct are Standard Licence Condition 0 in the supply licences held by every UK gas and electricity supplier. They are deliberately broad and outcome-focused, requiring suppliers to behave in a way that is fair, honest, transparent and professional in every aspect of their interaction with customers — from sales and marketing through contract performance to complaints handling.
The four overarching outcomes:
- Behaviour that is honest and transparent.
- Treatment that is appropriate to the customer's circumstances, particularly where they are in vulnerable circumstances.
- Information provided in a clear and accessible way.
- Responsiveness in resolving customer issues, including complaints.
The Standards of Conduct sit above the more specific licence conditions on back-billing, microbusiness protections, smart-meter rollout obligations and so on. In practice they function as the catch-all that Ofgem can rely on when a supplier's behaviour is plainly poor but does not breach any specific rule. For customers escalating a complaint, citing the Standards of Conduct alongside the specific licence condition that has been breached strengthens the position considerably.
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Microbusiness
An Ofgem-defined customer category with specific contractual and complaint protections; eligibility set by employee, financial or energy-use thresholds.
Read definitionBack-Billing
The Standard Licence Condition rule that limits how far back a supplier can charge for previously unbilled energy; typically 12 months for microbusiness and domestic supplies.
Read definitionTPI Code of Practice
The voluntary industry code that sets standards for third-party intermediaries (energy consultants); a stepping-stone to the future statutory regime.
Read definitionPriority Services Register
PSRA free register held by suppliers and network operators that prioritises support for vulnerable customers during outages and emergencies.
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