Values within the stakeholder satisfaction output arrangements (electricity transmission licence, special condition 3D and gas transporter licence, special condition 2C)

This consultation response [ 330 kb] was prepared by Citizens Advice in response to Ofgem's consultation on values within the stakeholder satisfaction output arrangements (electricity transmission licence, special condition 3D and gas transporter licence, special condition 2C). 

The customer and stakeholder satisfaction incentives allow for an increase of up to 1% in revenues to covered companies. This incentive puts up to roughly £190 million of consumers’ money at stake over the next eight years.

The purpose of the incentive must be to reward networks for going beyond merely adequate performance, to deliver services and build relationships in a manner that is best practice. The challenge is for the incentive to be sufficiently calibrated to avoid networks being rewarded for run of the mill stakeholder engagement.

This consultation response sets out Citizens Advice's views on how this should be achieved.