Open letter – Consumer Care Guidelines need to be mandatory

The Consumer Care Guidelines are a fundamental part of a well-functioning electricity market that balances the interests of consumers and retailers. The Guidelines are intended to protect consumers and to ensure all consumers are treated fairly and that their rights are safeguarded, regardless of the retailer.

The Guidelines provide basic standards of care. They provide consumers with information on their rights and the standards of service they can expect, including information on billing, metering, disconnections, and complaint procedures. The Guidelines also outline responsibilities for protecting the lives of Medically Dependent Consumers.

Open letter – Consumer Care Guidelines Need to be Mandatory