The Handbooks also require suppliers to produce a Customer Charter. These include issues such as marketing, billing, disconnections, complaint handling and vulnerable customers. The Handbook requires each energy supplier to produce a number of Codes of Practice across different areas.
We call this rulebook document the Supplier Handbook. One of the key ways we protect customers is by putting in place “rulebooks’ for how energy suppliers must deal with customers. One of our most important goals is to protect the interests of energy customers and to promote competition in the supply of electricity and supply of natural gas. The CRU has an important role in regulating electricity and gas markets.
