Why is it so difficult to compare complaints?

Vince, Dale
November 2011
Utility Week;11/4/2011, p11
Trade Publication
The author points out the lack of data to help customers identify better energy service. He claims that customers who change their energy supplier because of bad customer service are taking a risk. According to the author, the Office of Gas and Electricity Markets (OFGEM) of Great Britain required all energy companies to record and report their annual customer complaints in a standardised way since 2008 but the data are buried on the websites of individual energy suppliers.


Related Articles

  • Mayo accuses big suppliers of complacency.  // Utility Week;1/23/2009, Vol. 30 Issue 4, p22 

    The article reports on the accusation of Ed Mayo, chief executive of Consumer Focus, about the alleged complacency and being in denial over customer service of six energy suppliers. Mayo stated that his group would still put pressure on energy retailers. He added that the Office of Gas and...

  • Ofgem claims complaints victory.  // Utility Week;2/15/2013, p8 

    The article reports that the British Office of Gas & Electricity Markets (Ofgem) has issued revised rules to energy suppliers on reporting customer complaints.

  • First RMR reforms set out customer service standards. Beech, Mathew // Utility Week;9/6/2013, p8 

    The article reports that the British Office of Gas and Electricity Markets (Ofgem) has issued standards of conduct aimed at ensuring fair treatment of customers by energy suppliers.

  • Ofgem: the GBP1 billion that never was.  // MarketWatch: Energy;Mar2006, Vol. 5 Issue 3, p7 

    The article comments on the Office of Gas & Electricity Markets' (Ofgem) statement that British domestic energy customers are missing out on £1 billion worth of savings because 10 million have not switched energy supplier. The claim of Ofgem is incorrectly implying that energy suppliers are...

  • Ofgem answers its critics.  // Utility Week;9/26/2014, p13 

    The article discusses initiatives taken by the Great Britain Office of Gas and Electricity markets (Ofgem) to tackle issues related to the energy industry. Topics discusses include issues faced by the energy industry including increased energy prices, poor customer service and misselling by the...

  • Reform the energy retail market, but not like this. Davenport, Juliet // Utility Week;3/16/2012, p13 

    The article discusses the need for more transparency in the energy market and address the problem of customer care in a broader industry. It cites concern over the proposals to restrict evergreen tariffs while allowing the proliferation in the fixed tariff market which is seen to give a...

  • Most find switching too daunting.  // Utility Week;12/5/2008, Vol. 29 Issue 29, p28 

    The article reports on the results of research conducted for the British Office of Gas and Electricity Markets (Ofgem), which indicate that only a small minority of energy customers are confident about switching domestic energy suppliers and regularly consider changing their gas and electricity...

  • Competition offers the best protection. Sedgwick, Duncan // Utility Week;7/8/2005, Vol. 23 Issue 23, p11 

    Focuses on the implications of the decision of the British Office of Gas and Electricity Markets not to uphold the complaint of the consumer group Energywatch. Decline in sales complaints in 2004; Efforts of the Energy Retail Association to improve service and enhance consumer confidence;...

  • Ombudsman praised by regulator.  // Utility Week;11/30/2007, Vol. 28 Issue 8, p33 

    The article reports that Great Britain's Office of Gas and Electricity Markets (Ofgem) praised the voluntary Energy Supply Ombudsman (ESO) set up created by major energy retailers in 2006. It is noted that the use of ESO improved between July 2006 and June 2007. According to Alistair Buchanan,...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics