Citizens Advice response to consultation on Ofgem’s Enforcement Guidelines and Sectoral Penalty Statement
While there have been some notable improvements since the current
guidelines were published in 2017, we are concerned that Ofgem’s current
compliance and enforcement approach is not working well enough for
consumers in some key areas.
In addition to the proposals outlined in the consultation, we think Ofgem
supplier monitoring should be more strategic and agile to respond quickly to
areas of poor practice, with particular focus on areas which affect consumers
in vulnerable circumstances. We also think enforcement action should be
more timely and greater transparency around enforcement decision-making to improve compliance and share learnings, to improve outcomes for consumers.