Good Energy was compelled to pay 150,000 in compensation after failing to provide final bills to over 2,000 prepayment meter customers due to a malfunction in their billing system. This issue persisted from 2014 until October 2023 and contravened Ofgem's requirement for timely billing within six weeks. The compensation payout includes direct refunds and contributions to a fund to assist vulnerable energy consumers. The problem was discovered following self-reporting by another supplier, E.On Next, prompting regulatory investigation and subsequent system updates by Good Energy.
Good Energy's billing system malfunction resulted in unissued final bills for over 2,000 customers, forcing the company to pay over 150,000 in compensation.
The energy regulator Ofgem mandated that prepayment customers must receive final bills within six weeks, a rule Good Energy failed to follow for years.
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