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Good practice guide - supporting customers with restricted meters

31 July 2017

Restricted meter good practice guide [ 0.94 mb]

The CMA investigation into the energy market proposed a remedy to prevent adverse effects on competition for restricted meter customers.

The CMA remedy will allow customers to switch to a single rate tariff without a meter change or additional charges, and ensure they are provided with information about their tariff and consumption.  The remedy has been developed as a temporary solution for restricted meter customers, with the expectation that the installation of smart meters will bring down the barriers these customers face.  The remedy is therefore due to run only until the expected completion of the smart meter rollout.

Citizens Advice’s guide highlights the existing good practice in the industry as well as areas for improvement. It has been informed by interviews with the largest 6 suppliers, who supply the vast majority of restricted meter customers.