11th April 2008
New energy complaint rules
Small businesses will find it easier to make complaints to energy firms, under new rules unveiled by energy regulator Ofgem.
Energy companies that fail to meet the new standards for complaint handling, which come into effect on the 1 July, could be fined up to 10% of their turnover.
Under the new rules, small businesses and domestic customers will no longer have to repeat all the details of their complaint when contacting their energy provider more than once, and suppliers will not be able to insist that complaints are put in writing. Suppliers will also be forced to publish information about how many complaints they have received.
Ofgem says that it will carry out an audit later this year to ensure that energy companies are meeting the new obligations.
Consumer watchdog energywatch has welcomed the measures, although it added that they are "10 years overdue".
"Ofgem's mandatory complaint handling standards are a necessary and positive step," energywatch chief executive Allan Asher said.
"Without an agreed definition for the industry of what constitutes a complaint, energy suppliers have been in denial and have little idea of how many complaints they receive."
Energy companies that fail to meet the new standards for complaint handling, which come into effect on the 1 July, could be fined up to 10% of their turnover.
Under the new rules, small businesses and domestic customers will no longer have to repeat all the details of their complaint when contacting their energy provider more than once, and suppliers will not be able to insist that complaints are put in writing. Suppliers will also be forced to publish information about how many complaints they have received.
Ofgem says that it will carry out an audit later this year to ensure that energy companies are meeting the new obligations.
Consumer watchdog energywatch has welcomed the measures, although it added that they are "10 years overdue".
"Ofgem's mandatory complaint handling standards are a necessary and positive step," energywatch chief executive Allan Asher said.
"Without an agreed definition for the industry of what constitutes a complaint, energy suppliers have been in denial and have little idea of how many complaints they receive."
Tags: Regulations, Small Business
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