An open letter has called on Ofgem, Labour and suppliers to improve the energy billing process.
Billing has been the largest category of energy complaints for over a decade and Ofgem’s won research in 2024 found it was the most common reason non-domestic customers complained.
Bill calculation company Optima Energy has found that more than a quarter of business bills were based on estimated reads, ahead of market-wide half-hourly settlement in May 2027.
Optima has written a letter that calls for suppliers to commit to independent assurance of billing accuracy, provide structured and machine readable invoice data, apply the one month back-billing principle without exception and give disputes raised by brokers the same timescales as customer complaints.
It is also asking for Ofgem and Labour to extend the back-billing cap to all non-domestic customers, introduce mandatory compensation for supplier-caused errors and independently verify supplier readiness for half-hourly settlement.
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