Non-domestic market review: decision
Summary
Ofgem introduces new licence conditions for energy suppliers serving non-domestic customers, including enhanced complaint handling requirements and billing transparency standards. The changes take effect from December 2024 and apply to all gas and electricity suppliers. This follows extensive consultation from February 2023 through December 2023.
Why it matters
This is redistributive regulation that adds oversight to supplier behaviour rather than fixing market structure — treating symptoms of expensive energy through better customer service requirements rather than addressing underlying supply constraints or pricing mechanisms.
Key facts
- •New licence conditions effective 19 December 2024
- •Applies to all gas and electricity suppliers serving non-domestic customers
- •Enhanced complaints handling standards introduced
- •Billing transparency requirements strengthened
Timeline
Areas affected
Memo
Non-domestic market review: decision | Ofgem Please enable JavaScript in your web browser to get the best experience. BETA This site is currently in BETA. Help us improve by giving us your feedback . Close alert: Non-domestic market review: decision Publication type: Decision Publication date: 5 April 2024 Topic: Gas supply Decision for: Non-domestic market review: findings and statutory consultation Print this page Related links Letter to non-domestic retail stakeholders - November 2023 Call for input on the Non-Domestic gas and electricity market Non-domestic market review: Findings and Policy consultation Licence guide: Standards of Conduct Non-domestic best practice guide on billing transparency Share the page Share on Facebook Share on Twitter Share on LinkedIn Today we are publishing our decision on new and updated rules for energy suppliers following our Non-Domestic market review. The outcomes we expect to see from our changes are fairer treatment for all Non-domestic customers, better support, and improved transparency to empower customers. In coming to this decision, we have considered extensive stakeholder input, including from a Call for Input in February 2023, a policy consultation in July 2023, and a statutory consultation in December 2023. We have also taken into account information from direct engagement with stakeholders, as well as from business customer research. Alongside this decision we are publishing our final Impact Assessment. We have also published non-confidential responses to our statutory consultation. Main document Non-domestic market review: decision [PDF, 924.86KB] Subsidiary documents Notice of small business SLCs to take effect 19 December 2024 [PDF, 120.73KB] Guidance on Complaints Handling Standards 2024 [PDF, 108.52KB] Fact sheet [PDF, 109.42KB] Decision on Licence Modifications to the standard conditions of all gas supply licences [PDF, 209.33KB] Non-Domestic Market Review Impact Assessment [PDF, 457.59KB] Decision on Licence Modifications to the standard conditions of all electricity supply licences [PDF, 219.91KB] Print this page Related links Letter to non-domestic retail stakeholders - November 2023 Call for input on the Non-Domestic gas and electricity market Non-domestic market review: Findings and Policy consultation Licence guide: Standards of Conduct Non-domestic best practice guide on billing transparency Share the page Share on Facebook Share on Twitter Share on LinkedIn Close