Page 6 - Gi flipbook - November 2018

NEWS | INDUSTRY

Ofgem wants suppliers to improve
outcomes for customers
Ofgem blasts big energy

firms for complaints handling

ENERGY REGULATOR them up to date with the “Some suppliers need who complains has access
Ofgem has demanded all complaints process or give to be doing considerably to independent advice.”
11 of the UK’s biggest enough indication of how more to get the basics Another survey showed
energy companies improve long it will take. right and provide a service half of households will
how they deal with The regulator has opened their customers deserve,” change their energy usage
customer complaints. three new “compliance said Dermot Nolan, Chief during the colder winter
Less than a third of cases” – on First Utility, Executive of Ofgem. months to deal with recent
people Ofgem surveyed are Ovo Energy and Utilita “We will be monitoring price rises.
happy with the outcome – and expanded its the level of all suppliers’ The survey, by
of complaints, with 57 per recent engagement with customer service consumer website
cent dissatisfied. Citizens ScottishPower. performance particularly MoneySuperMarket, found
Advice described the Seven other suppliers closely after announcing 21 per cent of respondents
situation as “simply not have been ordered to come proposals to introduce a are worried they will not be
good enough”. up with plans laying out price cap to protect those able to pay their bills.
Separate research revealed how they will improve their on poor value default deals The big energy companies
a fifth of households are handling of complaints. from being overcharged. have faced criticism from
“seriously concerned” Ofgem said it will monitor “We are ready to – and MPs – and an exodus of
about being able to pay energy suppliers and work will – act against those who customers – after big price
energy bills this winter, with them to improve fail their customers.” rises this year. All of the
after recent price hikes outcomes for customers Citizens Advice Chief Big Six have raised their
that have seen the average until issues are resolved. Executive Gillian Guy said standard tariffs at least
Big Six variable tariff spike If the watchdog finds customers need to have once this year, moves they
to £1,224 a year, according serious or repeated confidence that when say reflect rising wholesale
to The Independent. breaches, or that a supplier something goes wrong, their energy prices.
Customers told Ofgem is unwilling or unable to supplier will deal with it. Stephen Murray,
suppliers do not keep cooperate, it could open The current situation is energy expert at
an enforcement case and “simply not good enough”, MoneySuperMarket, said:
Citizens Advice ultimately issue a fine. she said. “Most of the price rises from
Chief Executive The move comes after “Energy companies need the Big Six and emerging
Gillian Guy Ofgem’s customer survey to improve their processes suppliers were announced
revealed an “unacceptably for handling complaints and after the winter months,
low” level of satisfaction, of do so quickly. Resolving once the heating was already
just 32 per cent – although issues in a timely manner switched off, so it’s only
that was an improvement and keeping customers really now that households
on the 27 per cent who said informed about their will start to suffer the
they were happy when the complaints are just the impact, as temperatures start
survey was last carried out basics. Suppliers need to to drop and the thermostat
two years ago. also make sure that anyone gets turned up.” ■

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News.indd 1 18/10/2018 13:12