Competition and Markets Authority report - Institute response

10th Mar 2016

Millions of low-income households could see power bills cut after the Competition and Markets Authority (CMA) issued a report into the UK's energy sector. The CMA has proposed a price cap for all households using pre-payment meters and also that the regulator, Ofgem, keeps a database of customers that have been on a standard rate for three years.  

Responding to the proposals, Jo Causon, CEO of the
Institute of Customer Service, says:

"Giving customers more choice in any sector drives innovation, keeps the industry agile and responsive while pushing suppliers to provide excellent customer service to make sure they retain existing customers.  By giving rival energy companies the opportunity to directly approach their competitors' long-term customers to offer better deals, the opportunity to change providers is even greater. We would expect more people to switch incentivising energy companies to focus even more on customer service.

“According to the latest
UK Customer Satisfaction Index, although still amongst the worst performers, energy is now the fastest improving sector. While we are very encouraged by some of these recommendations we will continue to monitor the sector to determine whether these measures have the desired effect."


Notes to editors

For further information please contact:
Mike Petrook, Institute Press Office
E: [email protected] 
T:  020 7260 2631

About The Institute of Customer Service

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance.  The Institute is a membership body with a community of over 500 organisational members – from the private, public and third sectors – and over 4,000 individual memberships.  For more information about the Institute of Customer Service go to 

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