Navigating Energy Regulation: Best Practices for Effective Communication

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Energy retailers operate in a dynamic and highly regulated environment so dealing with energy regulators is an inevitable aspect of this business. To maintain a healthy and compliant relationship with energy regulators, there are some key principles to keep in mind.

Be Succinct

When communicating with energy regulators, less can often be more. Energy retailers should strive for succinctness because providing excessive information increases the risk of regulators raising further questions on other areas of the business not previously in the spotlight. By offering precisely what’s requested and nothing more, retailers minimise the chances of inadvertently highlighting further

When responding to requests for information, provide the regulators with precisely what they have asked for and ensure your response is directly relevant to their inquiry. Address any specific questions asked without delving into unnecessary details. If additional context is needed, you can provide it upon request.

Be Prompt

Energy retailers should prioritise timeliness in their interactions with regulators. The regulators generally possess the authority to impose or recommend penalties for non-compliance. Therefore, prompt and professional responses to their requests are essential. Any delays should be communicated in advance with a valid reason.

Be Organised

Organisation is key to effective communication with regulators. Regulators appreciate clear and structured submissions. Being proactive and anticipating potential questions or requirements and preparing in advance will help streamline the process.

Instead of sharing links to documents, provide the regulator with actual copies. Ensure these documents are neatly labeled and presented in an organised manner. Clearly define the content and purpose of each document you provide. Regulators should know why they’re receiving it and how it relates to their inquiry.

Keep It Brief

Brevity can enhance the effectiveness of your communications with regulators. Use language that is direct and to the point. Lengthy explanations or discussions ‘off- topic’ can lead to misinterpretation or requests for further information. Understand that regulators may come back with additional questions or require further clarification. Be prepared to respond promptly and concisely.


Dealing with energy regulators necessitates efficient and effective communication. By adhering to these core principles – being succinct, prompt, organised, and brief – energy retailers can maintain a productive relationship with regulators.

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