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Ofgem demands better complaints handling by energy suppliers

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The Big Six energy suppliers have published information on customer complaints in a new format, as a result of Ofgem’s new guidelines to improve the way complaints are handled.

The reporting regime requires more frequent data that needs to be more prominently presented on the company website. Phillip Cullum, Ofgem’s consumer partner said ” This should improve the way complaints are dealt with by suppliers”.

Complaints data must now be presented quarterly under the same headings and be only 2 clicks away from the home page of the company website. The headings the complaints need to be shown under include the numbers of complaints per 100,000 accounts and the percentage resolved by the next working day and within 8 weeks.

The leaders for the final quarter of 2012 on the resolved next day count were EDF Energy and Eon with 92%. Fallig behind in last place were Scottish Power with only 68%.

 

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