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Energy supplier rating - decision document on a rating for smaller supplier performance

27 October 2018

Decision document [ 230 kb]

The Citizens Advice energy supplier rating was first published in 2016.

​​It​ ​allows consumers​ ​to​ ​make​ ​informed​ ​switching​ ​decisions​ ​and​ ​provides​ ​accessible information​ ​about​ ​energy​ ​supplier​ ​performance.​ ​It​ ​is​ ​published​ ​on​ ​our​ ​website and​ ​integrated​ ​into​ ​the​ ​results​ ​page​ ​of​ ​our​ ​price​ ​comparison​ ​website​ ​(PCW).

In July we published a consultation on developing a rating for smaller supplier performance. We held a workshop in August ​with suppliers​ ​and​ ​other​ ​interested​ ​stakeholders​ ​to​ ​discuss our proposals on​ ​expanding ​the​ ​rating to include​ ​nearly 100% market coverage. ​Our aim is to provide a regularly updated star rating for as many domestic suppliers as possible.

We also consulted stakeholders about minor changes to the rating methodology, in response to regulatory and market changes.

After reviewing the responses to the consultation, we have made the following decisions to:

  • ​reduce​ ​the​ ​threshold​ ​for​ ​automatic​ ​inclusion​ ​to all suppliers with over​ ​25,000​ ​meter points

  • use the same metrics as the existing supplier rating for suppliers with over 25,000 meter points

  • lower the requirement for company referrals from the consumer service to all suppliers with over 25,000 meter points

  • change the complaints ratio by lowering the weighting to per 10,000 meter points for all suppliers

We also decided to use the complaints score as a tie-break in the ranking when suppliers receive the same rating. We made this change from the October 2018 release onwards.

As stated in the consultation document, we will work with suppliers as they enter the market and as the threshold is approached, to ensure they understand their obligations.

Responses [ZIP 1.6 mb] to the consultation have been published alongside the decision [ 230 kb] here.