Micro business

Protection for micro businesses

In recent times, Ofgem has introduced extra protection for micro businesses to help make sure that they have access to appropriate energy deals.

Under these rules, micro businesses are defined as companies that meet one of the following criteria:

  • employs fewer than 10 employees (or their full time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or
  • uses no more than 100,000 kWh of electricity per year; or
  • uses no more than 293,000 kWh of gas per year.

 

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Voluntary back-billing commitment

In 2012 SSE was the first supplier to introduce a back-billing commitment for micro business customers, promising to accept responsibility when a customer has been under-billed due to a genuine billing error and not to issue a ‘back bill’ to that micro business for a period greater than twelve months. SSE extended this back-billing commitment in September 2013 to cover all of its small business customers which includes all micro businesses as well as single site, non-half hourly customers and quarterly billed gas customers.

Examples of genuine billing errors, where SSE is at fault, include:

  • No attempt to gain an actual meter reading
  • Failure to bill an account
  • Failure to use actual meter readings provided
  • Applying incorrect unit rates
  • Failure to update customer records when notified of a change.

Examples of billing errors where SSE is not at fault, include:

  • Access to gain meter read(s) is not available
  • Meter position is not accessible
  • Incorrect meter reads submitted by customer
  • Failure to notify of a change in circumstances/change in tenancy.

We’re committed to treating our customers in a professional, honest and fair manner. Experience of serving our business customers has taught us that positive relationships rely on effective two-way communication.

While we try to prevent any billing errors we recognise that sometimes things can go wrong and we’ll make every effort to identify any errors and to communicate with customers regarding those. We also encourage customers to contact us if they feel there may be a problem so that we can act promptly to resolve any issues.

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