Energy companies will have to provide compensation to customers for faulty smart meters as well as long installation and repair wait times.
The tough new obligations have been announced under Ofgem’s latest proposals, which include requirements to cut waiting times for installation appointments and fix meters that have stopped working in smart mode within 90 days – or provide consumers with automatic compensation.
The reforms are set to be introduced next year, with a guide to smart metering supporting families to gain a better understanding of their rights, by clearly setting out everything householders can expect from suppliers when they get a smart meter.
The measures are expected to help consumers reduce their energy bills through better management of their energy usage and access to more flexible tariffs.
They ensure consumers are put first as suppliers work to install smart meters in all remaning homes by the end of 2030.
‘Protecting consumers from poor service’
Charlotte Friel, Director of Retail Pricing and Systems at Ofgem, said: “Millions of consumers rely on their smart meter every day for accurate billing, cheaper tariffs, automatic meter readings and real-time data to help keep track of spending. But we know many customers that want a smart meter wait too long to get one installed or face delays on repairs when it stops working – this needs to change.
“We’re working closely with suppliers to drive improvement and have seen more than 600,000 faulty smart meters reconnected since last July after we opened compliance engagement. This is only the beginning – with automatic compensation, faster fixes and improved installation standards well on the way, getting a smart meter will be quicker and easier than ever.
“These new rules are about setting clear expectations of suppliers, incentivising them to boost smart meter standards and protecting consumers from poor service if things go wrong.”
Latest data from Citizens Advice and Ofgem reveal progress has been made in improving the smart meter customer experience, with nine in 10 smart meters now operating in smart mode.
Reforms will ‘provide reassurance to householders’
Dan Brooke, Chief Executive of Smart Energy GB added: “It’s important that people have a positive experience of smart meters, whether they’re already an owner or looking to get one installed.
“The range of technical reforms outlined by government today – including expanding 4G services and allowing people to securely connect to the smart meter network using their broadband –will improve smart meter performance and mean more homes can have one installed.
“These technical improvements, along with the government’s new guide to smart metering, will provide reassurance to households and allow an even greater number to enjoy the benefits that smart meters bring, including more control over energy use and access to flexible tariffs that can help save money.”
Compensation for customers from energy firms for delayed and faulty smart meters appeared first on Energy Live News.