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Energy firms should show complaints figures clearly, says Ofgem
Posted by
Bill Harvest
,
09 November 2012
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2,236 views
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The regulator Ofgem is planning to set out rules for energy companies to show complaints figures clearly, and not bury them in much longer text.
Information about complaints should be no more than two clicks from the homepage of a company’s website, said Ofgem spokesman Philip Cullum on BBC Radio 4′s You and Yours.
Earlier this week, the executive director of Which? consumer magazine, Richard Lloyd, said that Ofgem should require energy companies to publish clear, comparable information about all the complaints they get so that the true picture of consumer satisfaction can be seen.
According to the customer complaints handling reports published by the energy suppliers annually by 31 October each year, Ecotricity had the fewest unresolved complaints over the past year. British Gas has had 20 complaints for every 1,000 customers over the past year whilst Eon reported 8 unresolved complaints for every 1,000 customers, SSE 12, EDF 15, and nPower and Scottish Power 16.
Information about complaints should be no more than two clicks from the homepage of a company’s website, said Ofgem spokesman Philip Cullum on BBC Radio 4′s You and Yours.
Earlier this week, the executive director of Which? consumer magazine, Richard Lloyd, said that Ofgem should require energy companies to publish clear, comparable information about all the complaints they get so that the true picture of consumer satisfaction can be seen.
According to the customer complaints handling reports published by the energy suppliers annually by 31 October each year, Ecotricity had the fewest unresolved complaints over the past year. British Gas has had 20 complaints for every 1,000 customers over the past year whilst Eon reported 8 unresolved complaints for every 1,000 customers, SSE 12, EDF 15, and nPower and Scottish Power 16.
