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ADR in the Swedish energy sector

ADR in the Swedish energy sector. ADR in the Swedish energy sector. Most disputes are solved within the customer service departments. Some disputes escalates to complaints or to ADR schemes. It’s the customers choice which way to go.

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ADR in the Swedish energy sector

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  1. ADR in the Swedish energy sector

  2. ADR in the Swedish energy sector • Most disputes are solved within the customer service departments. • Some disputes escalates to complaints or to ADR schemes. It’s the customers choice which way to go. • The Customer Ombudsman also provide the customer with background information for dialogue at all external levels necessary. Independently. • The Customer Ombudsman can help the customer very quickly and efficiently and also addresses the company for future improvements for customers. • However, the public authorities give more credibility to the process. Indeed, in case of difficulty to solve the dispute through the intervention of the customer ombudsman, a resort to a state organization still remains possible. Customer

  3. ADR in the Swedish energy sector The Swedish energy customer who seeks support to solve a dispute can either turn to his energy company or one of three public authorities. All companies have a customer service department, some have special complaint units and some also provide ADR from an independent Customer Ombudsman. The public authorities provides advice and dialogue support via the municipalities and the Electricity Advice Bureau and decisions, formed as recommendations, at the National Board for Consumer Disputes. The vast majority of companies (80%) follow the Boards decisions. If the customer wish the Customer Ombudsman will provide all necessary background information also for the contact with the public authorities. • Links to public authorities: • Municipality consumer advisor (Kommunala konsumentvägledare): http://www.konsumentverket.se/Personlig-Radgivning/Personlig-radgivning-fore-kop/ • Electricity Advice Bureau (Konsumenternas Elrådgivningsbyrå): http://www.elradgivningsbyran.se/ • The National Board for Consumer Disputes (ARN): http://www.arn.se/

  4. ADR in the Swedish energy sector Figures from the Customer Ombudsman at E.ON in Sweden 2010: • 1 598 customer matters • 484 complaints http://www.eon.se/kundombudsmannen

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