This guidance from the Non-domestic Retail Policy team sets out the good practice standards expected of non-domestic energy suppliers when managing customer debt and disconnection processes. It has been developed in response to ongoing pressures from high energy costs and wider economic challenges, with the aim of helping ensure that businesses and other non-domestic customers are treated fairly and supported appropriately when facing payment difficulties.

The document outlines expectations across a range of areas, including security deposits, debt collection and disconnection procedures, customer refunds, compensation, site visits, and support for businesses in financial difficulty. It also highlights the importance of clear communication, transparent processes, and engagement with external support services such as the Citizens Advice Extra Help Unit.

Read the full guidance below for detailed information on expectations and recommended good practice for suppliers.