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Ofwat consults on meter reading/bill production tweak to customer protection rules

by Karma Loveday

Ofwat is consulting until 17 January on a tweak to its Customer Protection Code of Practice (CPCoP) refresh, to introduce more flexibility concerning accurate bill frequency.


Section 9.2.1 sets out that retailers must issue customers with at least one accurate bill or invoice per year based on a meter read where the supply is metered.


Some retailers have argued that they cannot assure absolute compliance with this requirement where factors beyond their control are at play – for instance, where customers refuse access. Ofwat agreed there are limited circumstances in which this might apply, and/or where the cost of obtaining the read would outstrip the market benefit of it being taken.


The requirement out for consultation now is for retailers to issue at least one accurate bill or invoice each year. But Ofwat has clarified that “where the supply is metered, bills or invoices issued must use a visual, customer or remote meter read where this is available”. The difference is that the billing requirement is linked to reads that have already been taken. This mitigates compliance and cost risk, while maintaining customer protection.


Ofwat further noted that other market provisions require good practice on metering: “The Wholesale-Retail Code requires all meters to be read at least twice per year, and retailers are incentivised under the Market Performance Framework to ensure this requirement is met 95% of the time. There are also commercial incentives on retailers to obtain meter reads.”


Subject to consultation responses, the change is due to be implemented on 17 April.

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