| Since 1st
July 2006, a new service has been available
to any household in Britain that has a dispute
with their energy supplier. If the matter
cannot be resolved then they can turn to
a new independent body - called the Energy
Supply Ombudsman – which can handle
issues related to customer bills and switching
energy supplier.
What is the Energy
Supply Ombudsman?
It is the new independent body that resolves
disputes between a customer and their energy
supplier associated with billing and transfer
issues. Ombudsmen are an independent and
impartial means of resolving disputes outside
the courts and the Energy Supply Ombudsman
is Elisabeth France OBE.
Why was the Energy
Supply Ombudsman set up?
Following a review of industry wide billing
practice, the regulator Ofgem challenged
the industry to establish a new dispute
resolution scheme. The Energy Retail Association
led this project on behalf of the suppliers
and the Energy Supply Ombudsman represents
the outcome of this work. The remit of the
Ombudsman goes beyond the recommendations
of Ofgem as the Energy Retail Association
included issues related to switching supplier.
This initiative also forms part of our commitment
to effective self-regulation as it will
provide customers with a new independent
body to turn to if a dispute cannot be resolved
with a member supplier.
Who can use the
service?
Any household that is supplied by one of
the Energy Supply Ombudsman’s member
companies. The member companies are British
Gas, EDF Energy, npower, Powergen, ScottishPower
and Scottish and Southern Energy.
How does it work?
If a customer cannot resolve a dispute with
the supplier then he/she can turn to the
Energy Supply Ombudsman. It is a free service
and the Ombudsman’s decision is binding
on the supplier.
More information?
Please see the Energy Supply Ombudsman website or call 0845 055 0760.
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