Your Rights as an Energy Consumer
Energy consumers in England and Wales are protected by a combination of legislation, licence conditions enforced by Ofgem, and industry codes. You have rights regarding clear billing, fair treatment, switching suppliers, and protection from disconnection in vulnerable circumstances.
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