Your Rights as an Energy Consumer
Ofgem regulates the licence conditions that govern how domestic gas and electricity suppliers treat you. Suppliers set their own unit rates and standing charges, but Ofgem sets the maximum they can charge — the energy price cap — and reviews that cap every 3 months; the cap limits the price per unit, not your total bill, so usage still drives what you pay. You can switch supplier at any time, including if you are in debt, though a fixed-term contract may carry a clearly disclosed exit fee. Vulnerable customers (elderly, disabled, chronically ill, or with young children) can join the free Priority Services Register for extra support and are protected from disconnection. If your supplier does not resolve a complaint, you can escalate free of charge to the Energy Ombudsman, whose decisions are binding on the supplier. Jurisdiction: England & Wales (Ofgem also regulates Scotland; Northern Ireland has a separate regulator).
Last updated: 2026-03-09
Your Rights
Right to switch supplier
You can switch energy supplier at any time. If you are on a fixed-term contract, there may be an exit fee, but this must be fair and clearly communicated.
Right to accurate bills
Your supplier must make every reasonable effort to provide accurate bills based on actual meter readings. You can request a meter check if you believe it is faulty.
Protection from disconnection
Suppliers should not disconnect you if you are a vulnerable customer (elderly, disabled, chronically sick, or have young children) and must offer payment plans before taking any disconnection action.
Right to a Priority Services Register
If you are vulnerable (elderly, disabled, chronically ill, or have young children), you can register for the Priority Services Register for free, which provides additional support including advance notice of supply interruptions and priority reconnection.
Right to complain to the Energy Ombudsman
If your complaint is not resolved by your supplier after 8 weeks, you can escalate it to the Energy Ombudsman. The Ombudsman can award compensation and make binding decisions on the supplier.
Common Myths
Your energy supplier can cut you off without warning
Suppliers must follow a strict process before disconnection and cannot disconnect vulnerable customers. They must offer payment plans and use prepayment meters before disconnection.
You're stuck with your energy supplier if you're in debt
You can still switch supplier even if you owe money, in most cases. The new supplier may take on the debt or you can arrange repayment.
Smart meters are compulsory
Smart meters are offered by suppliers but you cannot be forced to have one installed.
What To Do
Compare suppliers
Use Ofgem-accredited comparison sites to find the best deal for your usage.
Request a payment plan if struggling
Contact your supplier to arrange a payment plan if you are struggling with bills.
Complain formally
If your supplier is not treating you fairly, complain in writing and escalate to the Energy Ombudsman after 8 weeks.
Key Legislation
- Gas Act 1986
- Electricity Act 1989
- Consumers, Estate Agents and Redress Act 2007
- Ofgem Supplier Licence Conditions
Useful Contacts
Frequently asked questions
- Can I switch my energy supplier if I am on a fixed-term contract or owe money?
- You can switch energy suppliers at any time. If you are on a fixed-term contract, there may be an exit fee, but this must be fair and clearly communicated to you. Even if you owe money to your current supplier, you can usually still switch, as the new supplier may take on the debt or you can arrange repayment.
- Can my energy supplier disconnect me if I cannot pay my bills?
- Suppliers must follow a strict process before disconnection and cannot disconnect vulnerable customers, such as those who are elderly, disabled, chronically sick, or have young children. They must offer payment plans and use prepayment meters before taking any disconnection action. If you are struggling with bills, you should contact your supplier to arrange a payment plan.
- What can I do if my energy supplier does not resolve my complaint?
- If your complaint is not resolved by your supplier after eight weeks, you can escalate it to the Energy Ombudsman. This is a free dispute resolution service. The Ombudsman can award compensation and make binding decisions on the supplier. You should first complain in writing to your supplier before escalating.
- What is the Priority Services Register and who can join it?
- Yes, if you are vulnerable (elderly, disabled, chronically ill, or have young children), you can register for the Priority Services Register for free. This provides additional support, including advance notice of supply interruptions and priority reconnection. It is a right available to eligible consumers under Ofgem Supplier Licence Conditions.
- Am I required to have a smart meter installed?
- No, smart meters are not compulsory. While suppliers offer them, you cannot be forced to have one installed. You have the right to refuse installation if you do not wish to have a smart meter in your home.
- What are my rights regarding the accuracy of my energy bills?
- Your supplier must make every reasonable effort to provide accurate bills based on actual meter readings. If you believe your meter is faulty, you can request a meter check. This right is supported by Ofgem Standards of Conduct and Supplier Licence Conditions to ensure fair billing practices.