Good Practice Guide for Supporting Microbusiness Customers

This guide outlines best practices for non-domestic energy suppliers to support microbusiness customers facing debt, particularly during the winter of 2022/2023. It addresses the challenges microbusinesses encounter due to rising energy costs and the impact of the COVID-19 pandemic. The document emphasizes the importance of accurate billing and early identification of debt to prevent financial hardship. It recommends that suppliers avoid excessive upfront payments and high disconnection fees, while also offering flexible repayment plans tailored to the customer's financial situation. Additionally, the guide highlights the need for suppliers to communicate effectively with customers, ensuring they understand their options and the support available. It also discusses the specific needs of vulnerable customers, including those in mixed-use properties, and stresses the importance of treating all customers fairly in accordance with existing supply licence conditions. The guide aims to foster a supportive environment for microbusinesses to navigate their energy supply challenges.