How it works
On the 1 October 2008 a new system that strengthens energy customers' complaints processes came into effect. Energy companies have to take an even greater responsibility for resolving customers' complaints.

The regulator, Ofgem, can now fine companies who fail to meet these tough new standards. They will also publish how well companies are handling complaints - giving those that perform the best a competitive advantage.

If you have a complaint
If you have a complaint about your energy company, they should be your first port of call. They have their complaints handling process on their website and can talk you through it on the phone too.

In addition, Consumer Direct, the Government-funded advice service, will now give you information and practical advice on energy and postal issues. It can be contacted on 08454 04 05 06 or by visiting their website.

Consumer Focus is the new consumer champion, with much stronger powers than its predecessors - including the ability to demand information from companies.

Energy Ombudsman
If energy companies and customers can't reach agreement on a complaint then independent redress schemes will step in. These schemes are free for customers, but companies will have to pay for every case that reaches this stage. Unlike energywatch and postwatch, the redress schemes have the legal power to enforce resolution and award compensation to customers.

Energy suppliers have also been working with advice agencies to ensure they have the support they need.

Frances Williamson, Head of Policy & External Relations at the Energy Retail Association, said:
"The new complaints handling procedures provide customers with the reassurance that their complaints will be dealt with more effectively. They can also be assured that the regulator will be monitoring the energy companies' performance closely, and those companies performing best in terms of customer service will have a competitive advantage. Energy companies are keen to compete in this area and customers will reap the benefits."