Ofgem sets out new rules to boost smart meter standards and compensation
Slashing wait times for smart meter installations or repairs and compensation for customers facing connectivity issues are among proposals set out by Ofgem today, as part of plans to improve the service offered by energy suppliers.
Ofgem’s New Rules for Smart Meters:
- Shorter wait times: Customers requesting a smart meter installation will be offered an appointment within six weeks.
- Compensation for failed installations: If a smart meter installation fails due to a fault within the supplier’s control, customers will be compensated.
- Quicker fixes: Suppliers must provide a resolution plan within five working days if a customer reports a problem with their smart meter.
- Compensation for non-operational smart meters: If a smart meter is not operating in smart mode and is not fixed within 90 days, customers will be compensated.
Additional Proposals:
- Better protections for business customers: The proposed standards may also apply to business consumers eligible for a smart meter.
- Updating current metering rules: Ensuring they cover smart meters as well as traditional meters.
Statements from Officials:
- Tim Jarvis, Ofgem: Emphasised the importance of quicker installations and fair compensation.
- Miatta Fahnbulleh, Minister for Energy Consumers: Highlighted the benefits of smart meters in helping households save money and control energy usage.
Background Information:
- Guaranteed Standards: Introduced to ensure energy suppliers offer appropriate service levels and compensation.
- Smart Meter Rollout: 66% of homes in Britain now have a smart or advanced meter, with more than 90% working correctly.