Ofgem aims to improve customer service for all households but says firms should put vulnerable customers' enquiries first as millions struggle to pay bills.
The energy regulator has revealed new rules for household suppliers that include priority help for vulnerable customers struggling to pay their bills. Ofgem said that from December, gas and electricity providers had a duty to put those customers first when contacted with an enquiry about their payments.The new requirements also force companies to contact customers directly if they miss two monthly or one quarterly payment.
Ofgem has threatened fines if customer service expectations, which are written into a company's operating licence, are not met. Its chief executive, Jonathan Brearley, said: 'With recent global events increasing pressure on gas prices, it's likely that bills will rise further. 'This is why the industry needs to do all it can to ensure good customer services and provide help with managing debt, especially for the most vulnerable.
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