How to complain about electricity or gas supply

1. How to complain about electricity or gas supply Energy Policy into Practice: slides for advisers

2. What’s the issue? • Consumers can experience different problems and issues related to the supply of electricity or gas to their home. These issues and the way they are managed can sometimes lead to complaints. • Common complaints include: • Billing errors • Meter problems • Marketing and sales problems • Ofgem has set complaint handling standards (regulations) that are binding upon energy suppliers.

3. What should you expect? • Consumers can complain to their energy supplier - by telephone • in a letter or email • using a form on their website • Energy supplier contact details are on the gas or electricity bill, or on an annual statement if the consumer has a prepayment meter. • If it is very difficult to register a complaint with the energy supplier, the consumer can take it straight to the Energy Ombudsman.

4. What happens next? • All energy suppliers have eight weeks to resolve each complaint. The deadline begins from when the complaint is first made, and doesn’t change if the consumer later sends further information. • If a consumer is not happy with what the energy supplier says it will do, they can contact Citizens Advice consumer service for assistance, advice and information. • If a consumer is still not happy with the energy supplier’s response or the supplier decides it cannot resolve the complaint, a deadlock letter will be sent.

5. The current redress arrangements for energy consumers. Citizens Advice consumer service=Front line advice togas and electricitysuppliers. Leaflets Resolved by provision of advice/signposting consumer back to energy company Energy Companies consumer referrals go to specialist second tier complaints teams Consumers Referred by Citizens Advice consumer service to energy supplier Calls Letters Web Emails Ombudsman Unresolved Complaints that meet the Redress criteria Consumer Focus Investigate any emerging concerns. Consumer Focus Extra Help Unit Priority/Off Supply & Vulnerable consumers

6. Vulnerable consumers • Consumer Focus has an Extra Help Unit which supports vulnerable consumers who are off supply or threatened with disconnection. • Referrals from Citizens Advice consumer service, Ofgem and Energy Ombudsman • Urgent calls are transferred through by Citizens Advice consumer service. • Non-urgent calls are emailed to general inbox – monitored by EHU Admin • Referral guidelines in place with above stakeholders • The Energy Ombudsman and Ofgem also send us cases to investigate

7. The changing consumer landscape • The Public Bodies Bill 2010 suggests radical changes to the consumer landscape, with the proposed abolition of Consumer Focus and transfer of our functions to Citizens Advice, Citizens Advice Scotland and the General Consumer Council for Northern Ireland. • Transfer of the Consumer Direct service to Citizens Advice consumer service. • This will have an impact on how and where energy consumers can get independent advice. • It will also change the way the energy market is policed and the way that consumers are represented in energy policy issues.

8. Want more information? • Consumer Focus provides a number of information support and advice tools for advice agencies helping consumers with energy complaints. • We can advise on how best to challenge a supplier and details of relevant legislation • This is not a referral service – allows advisers to retain case handling. Ask The Adviser 0844 980 0041 (Please only share this number with other advisers) • For more information see www.consumerfocus.org.uk