Citizens Advice response to consultation on Ofgem’s Enforcement Guidelines and Sectoral Penalty Statement
While there have been some notable improvements since the currentguidelines were published in 2017, we are concerned that Ofgem’s currentcompliance and enforcement approach is not working well enough forconsumers in some key areas.
In addition to the proposals outlined in the consultation, we think Ofgemsupplier monitoring should be more strategic and agile to respond quickly toareas of poor practice, with particular focus on areas which affect consumersin vulnerable circumstances. We also think enforcement action should bemore timely and greater transparency around enforcement decision-making to improve compliance and share learnings, to improve outcomes for consumers.