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Caspian Energy Journal Caspian European Club
Tuesday, 06 October 2015 09:30

Tackling poor customer service in the energy sector

UK Energy and Climate Change Secretary Amber Rudd announced new measures to investigate and tackle poor customer service from energy companies on October 5, Caspian Energy News (www.caspianenergy.net) reports with reference to the statement of the UK Department of Energy & Climate Change.

The Government will work with Ofgem (the Office of Gas and Electricity Markets- editorial note), and Citizens Advice to strengthen the Energy Ombudsman’s role in identifying and addressing systemic industry-wide problems where customers are being treated badly by energy suppliers. The most common of these are failing to respond to customer complaints and delays in repaying overestimated bills. At the moment, the Energy Ombudsman only investigates and resolves individual complaints.

Energy and Climate Change Secretary Amber Rudd said: “As a One Nation Government on the side of consumers, we are determined to keep bills down and I am clear that hardworking families and businesses should not have to tolerate poor service from energy companies. We want to see the Ombudsman’s role going beyond simply resolving individual complaints so that it has real teeth and can work with Ofgem to address industry-wide problems that are making life miserable for consumers, as well as deal with repeated failings of poorly-performing firms. Where companies have developed a pattern of bad behaviour, they will have no hiding place. Bill payers are at the heart of everything we do and they must receive better treatment and get fairer deals, alongside greater energy security.”

The Government is taking action to ensure there is a competitive and effective energy market working hard for consumers. 

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