ERA response to Ofgem Complaints Handling Regulations, 11 April 2008

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

“These new complaint handling arrangements will give further clarity and confidence to customers, and are in line with self-regulatory improvements the industry has put in place, such as the Ombudsman and the Billing Code. Complaints handling rules were a part of the Consumer Address Bill which we fully support, and we will work together with suppliers to ensure there is consistency in this further commitment.

“We are keen to continue to work with Ofgem to ensure that there is sufficient time for suppliers to put the right procedures in place, once we know exactly what is expected of us. It is essential that the new NCC and Consumer Direct work closely with the industry to ensure consumers are given an accurate picture of complaints handling".

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