Under the legislation, retailers are required to prepare standard customer contracts for the supply of electricity, which identify the level of service and standards of supply a customer can expect to receive. These contracts are legally enforceable and must first be approved by the Regulator. Contracts are supported by Customer Charters, which are also approved by the Regulator, providing guarantees of performance.

As it is often difficult for customers to take an electricity company to court to enforce their rights, the Regulator has been given the power to take action on behalf of consumers.

Customer Rights

Customers require regulatory support in dealing with a monopoly supplier. Most customers cannot negotiate effectively on price with a monopoly. Therefore there must be price control with a tariff including conditions of supply.

Customer rights, quality and reliability of supply, prices and service standards are set out in public documents. This ensures that customers are aware of, and can exercise, their rights. The companies are required to report on their performance.

Lifesupport Machines

The Electricity Supply Industry (Tariff Customers) Regulations 1998 make special provision for the supply of electricity to tariff customers who are dependent on a life support machine.

On 30 June 1999 the Regulator made a Determination of those machines that can be classed as lifesupport machine for the purposes of the regulation.