Britain’s energy regulator, the Office of Gas and Electricity Markets (Ofgem), opened a probe into ScottishPower Energy Retail Limited’s billing and debt support, examining protections for households in vulnerable situations.
Ofgem said the investigation covers five Standard Licence Conditions — 0, 21BA, 26, 27.8 and 27.8A — in the company’s gas and electricity supply licences, as applicable during the period under review. They address how the supplier treats household customers, restrictions on bills sent more than 12 months after energy was consumed, and assistance for people who struggle to pay.
The inquiry also covers ScottishPower’s obligations under the Priority Services Register, which provides extra support to some vulnerable customers, and whether repayment arrangements take customers’ ability to pay into account.
The investigation began Nov. 5. Ofgem said opening it does not establish that ScottishPower failed to comply with its rules.
A ScottishPower spokesman told The Independent the company was “working with Ofgem” on its customer-service obligations. An Ofgem spokesman told The Independent that the regulator would announce its findings after reviewing the evidence.
