Independent Energy Supply Ombudsman Offers Customers a Free and Effective Service

27 November 2007

The Energy Retail Association (ERA) has welcomed today’s report from the regulator, Ofgem, on the Energy Supply Ombudsman’s performance to date. 

The Energy Supply Ombudsman was established in July 2006 by the energy retail industry to provide all customers with an independent route for handling complaints when a decision cannot be reached between the customer and supplier. 

Ofgem’s review of the Energy Supply Ombudsman found that “[the ESO] is working well for domestic energy customers and is helping a broad range of domestic customers, including vulnerable customers, to resolve their complaints. Initial research also shows that customer satisfaction with the new service is high.”  

The industry has already pledged a number of steps that will further enhance the service;

The majority of customers will have the ESO promoted on the back of their bills and plans are in place for this to be for all customers in the very near future - effectively advertising the service to the vast majority of households across Great Britain
From 1st January 2008, customers will be able to utilise the service a month earlier (reducing the maximum deadline from twelve to eight weeks)
• From 1st September 2007, the industry voluntarily decided to include any complaints about doorstep selling in the Ombudsman scheme

Duncan Sedgwick, chief executive of the Energy Retail Association, said:

“The outcome of the Ofgem report is encouraging and reflects the hard work suppliers have been putting into ensuring the scheme dovetails with their existing processes. The ERA is looking forward to further developing the role of the Energy Supply Ombudsman as the scheme progresses into its second year.” 

Notes to editors

• The Energy Retail Association (ERA), formed in 2003, represents Britain's domestic electricity and gas suppliers in the domestic market in Great Britain. All the main energy suppliers operating in the residential market in Great Britain are members of the association - British Gas, EDF Energy, npower, Powergen, Scottish Power, and Scottish and Southern Energy.
  
  
• For further information, please contact:

           Claire Gibson / Press Officer - 020 7747 5432

           Nicola Bowles / Head of Communications & Media Relations - 020 7930 9181

• Ofgem’s review of the Energy Supply Ombudsman can be found on its website: http://www.ofgem.gov.uk/Pages/MoreInformation.aspx?docid=165&refer=Media/PressRel
• For further information about the Energy Supply Ombudsman please contact Andrew Bradley, Communications Manager, on 01925 430880