Ombudsman Services Good for consumers – Good for business EHU/CA/Supplier Liaison meeting Sue Jackson Relationship Manager Deb Vaughan Massey Energy Ombudsman

Updates Operational Statistics CA/EHU feedback General Ombudsman Case Studies

Average Volume Of Energy Cases Accepted Per Day

Average Volume Of Energy Cases Accepted Per Day New Cases Failed Remedy

Average Volume Of Contacts Per Day

Contact : Case Ratio

Forecast Variance

Extra Help Unit Referrals

CA Referrals

General OS Update Ombudsman Case Studies

Improving complaint handling using complaint outcomes

Consistent starting point for recording complaint outcomes Reported outcomes Analysis of outcome types

OS records four outcomes to complaints: Settled Maintained Upheld Not upheld

Scenario Settled The customer asks the supplier for a refund of a credit balance. The supplier raises the refund request but it is not processed because the customer has cancelled the direct debit instruction. The customer contacts the supplier on two further occasions but the supplier fails to notice that the refund has not been processed. After eight weeks, the customer brings the complaint to OS. When OS notifies the supplier of the complaint it realises the mistake and immediately issues a cheque refund. The supplier also apologises and provides an additional payment as a gesture of goodwill. The complainant is satisfied that the complaint is settled without need for investigation by OS. The complaint is recorded as settled.

Scenario Maintained The customer moves into a property in August 2014 and notifies the supplier. Five months later the customer receives a bill for £3000. The customer complains and the supplier realises it had failed to set up a new account for the customer. The bill was for the landlord for historical usage. The supplier issues a correct bill for the customer’s usage since August 2014. It also apologises and offers £100 as a gesture of goodwill. The customer is dissatisfied with this and asks the supplier to clear all charges. The supplier refuses but does increase the goodwill offer. The customer rejects the offer and brings the complaint to OS. OS agrees that there was mistake but also agrees that the action the supplier carried out to put it rights is sufficient. OS does not require a greater award than that already offered and records the outcome as maintained.

Scenario Upheld The customer complains to the supplier after receiving a bill of £700 for two days’ supply. The supplier confirms the bill is a catch up bill because previous bills were estimated. The customer explains that a tenant was responsible for previous charges but the supplier says without proof the charges are valid. The supplier offers to reapportion the charges but the customer disputes responsibility. OS investigated and found that the customer, a landlord, had provided actual readings at the start and end of tenancy periods along with photographic evidence. The tenant had provided readings during the tenancy period but they did not fall in line with the landlord's readings and resulted in very low bills. OS concluded that the charges were the tenant’s responsibility and that the supplier should re-bill for two days’ usage only.

Scenario Not upheld The customer complains to OS that the supplier blocked his transfer request. The supplier rejected the customer’s request for a goodwill payment for the delayed transfer. OS investigated and identified that the supplier had blocked the electricity transfer because the new supplier only requested one of the two associated MPANs. OS also noted that the supplier contacted the customer at the time to explain this and provided appropriate advice about how to request the transfer again. OS decided that the supplier had not made any mistakes to correct and not action was required. The outcome was recorded as not upheld.

Using complaint outcomes to help improve complaint handling

Outcome shift Supplier manages complaint through the process for customer and hopefully provides quicker responses. Better service for customer. Maintained means supplier is making fair offers. Further outcome shift would be: To move upheld into the maintained category. To look at maintained to determine why customers are not accepting the offers made. Final shift to not upheld because supplier managing complaints fairly and quickly.

Visit our website: www.ombudsman-services.org Find us on LinkedIn: http://www.linkedin.com/company/ombudsman-services Follow us on Twitter: @OmbudServices