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Energy UKThe Code of Practice for accurate bills
The Code of Practice for Accurate Bills sets out what domestic customers can expect from their energy company. This includes:
- Clear, accurate, useful and timely bills and statements
- Support and advice on checking energy use
- Support and advice for those having difficulty paying their bills
- Energy suppliers' commitment to the back billing rules
- Contact details for raising questions and issues with companies
The Code of Practice for accurate bills - back-billing for domestic customers
n certain circumstances where the energy supplier is at fault, suppliers will not back bill for energy used but not billed. You can find out more in the Code of Practice for Accurate Bills and in our guide to back billing, Back Billing for Domestic Customers.
Back-billing principle
If your supplier is at fault, it will not seek additional payment for unbilled energy used more than 12 months prior to the error being detected and a corrected bill being issued.
The key part is - IF YOUR SUPPLIER IS AT FAULT.
Each case is looked at on its own merits; however,the 12 month limit for back-bills may apply in these examples when your supplier has:
• Failed to bill you at all and you have requested bills from them;
• Billed you using estimated meter readings and instead of valid readings provided by you or a meter reader;
• Billed you incorrectly by mixing up meter readings, and failed to act upon information available to put this right;
• Failed to do anything about a query or fault you have raised regarding your account or meter and subsequently allowed a large debt to build up on your account;
• Failed to reassess a payment arrangement (eg. Direct Debit) within 15 months, or failed to reassess based on a reasonable estimate.
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