Changes to bills and pricing information — what to prepare for now

Published on 10 June 2026

Exempt sellers and embedded network operators need to prepare now for new rules about billing and pricing.

From 1 July 2026, many providers will need to give customers clearer information about their bills, pricing and where to go for help.

This includes: 

  • adding EWOQ contact details to customer bills
  • making pricing and tariff information clearer
  • in some cases, making tariffs publicly available.

The goal is simple: customers should understand what they are being charged and know what to do if there is a problem.

For providers, this means reviewing how your bills and pricing information are set up.

You may need to:

  • update bill templates
  • check your tariff information is clear and accurate
  • make sure customers can easily understand their charges
  • ensure information about complaints and support is included.

These changes are not just about compliance. Clearer bills can reduce confusion and help prevent disputes.

At EWOQ, billing issues are one of the most common reasons customers contact us. Making bills easier to understand can improve outcomes for both providers and customers.

As a scheme participant, you must also tell customers they can contact EWOQ if a complaint isn’t resolved, and work with us when needed.

If you haven’t started preparing, now is the time.

Getting your billing and pricing information right early will reduce risk and help you meet the new requirements with confidence.

If you are unsure what is required, or where to start, support is available. EWOQ provides guidance and resources to help you understand your obligations and improve your complaint handling approach.

 

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