Skip to main content

Utilities: Complaints

Volume 470: debated on Monday 7 January 2008

To ask the Secretary of State for Business, Enterprise and Regulatory Reform (1) what steps Ofgem is taking to encourage improvements in consumer complaint-handling by energy suppliers; what discussions he has had with Ofgem on this; and if he will make a statement; (175738)

(2) if he will take steps to ensure that consumers have access to information on the performance of energy suppliers in handling complaints; and if he will make a statement.

Under the Consumers, Estate Agents and Redress Act 2007, Ofgem is required to make regulations that set standards of performance for complaint-handling standards for gas and electricity customers. Ofgem is currently consulting on proposals that meet this requirement. Among other things, Ofgem has proposed that companies provide information about the number of complaints they receive. Its consultation also seeks views on what other information—such as customer satisfaction or speed of resolution—might be provided by companies. My officials, and other interested parties, have been in discussion with Ofgem about this activity.