Back Billing Policy
We are committed to providing our customers with a fair and consistently high level of service at all times. While we strive to issue timely and accurate bills, we understand that sometimes mistakes can happen.
This policy explains how we will try to resolve back billing scenarios.
What is back billing?
Back billing refers to situations where energy suppliers must bill a customer for electricity or gas that has not been charged in the past, sometimes going back several months or even years. This can occur if a customer has been billed using underestimated meter readings over an extended period or if a property has changed tenancies without a bill being issued to the new occupant, and this oversight is subsequently corrected.
Our back billing promise
If the customer is not at fault for the undercharging, we will limit the back billing period to a maximum of 12 months. Additionally, we will strive to provide repayment options that suit the customer’s needs when, on rare occasions, a back bill must be issued. For example, we will consider offering a suitable payment plan or provide a potential discount for a one-time payment.
