Ombudsman Services Good for consumers – Good for business EHU Update 2nd November 2016 Sue Jackson – Relationship Manager Jay Ross- Energy Sector Expert

Average Volume Of Energy Cases Accepted Per Day

Average Volume Of Energy Cases Accepted Per Day

Average Volume Of Contacts Per Day

Large Supplier Forecast

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Forecast variance

Q3 Complaint Level 1 Data

Updates Operational Statistics Citizens Advice / Extra Help Unit feedback General Ombudsman Services : Metering Complaints and discussion

Extra Help Unit Referrals 2015-16

General Operations Communications Complaint Types Energy Ombudsman Transformation Data publishing SMART Participating company meetings

Metering complaints - Meter updates Complaint summary  We receive complaints relating to issues surrounding meter updates. This can be the delay in a meter being updated, either on the supplier’s records or on the industry records. While we accept that there will always be some time needed for records to be updated, we are concerned that in some cases, this time is significant; sometimes without an end in sight and this can have an impact on some customers. Issues for consumers  Incorrect billing – Customer continues to receive bills showing the incorrect/old meter. This results in either the customer raising concerns about this matter and being worried about incorrect bills, or for customers that do not notice, it can mean incorrect billing for some time. Both these situations can result in further problems such as a catch up bill, delays in final bills and delays in amending tariffs. Unable to transfer supply due to meter compatibility or because the industry records are incorrect – Customers can often be denied the opportunity to transfer their supplies due to an old (now removed) meter not being compatible with the new supplier. Situations like this make the customer feel trapped in the middle as they know the meter on site is suitable, but the preferred supplier says it cannot take over the supply until the industry records are amended. Inability to manage online accounts – When meter details are incorrect, this often results in customers not being able to manage their account online due to the discrepancy with meter readings and the online system does not yet recognise the meter change. This can cause unnecessary inconvenience to customers.

Meter Updates continued OS:E approach  Often suppliers will state that it has sent the update to the have the records amended. OS:E will often in remedies require a supplier to confirm that it has initiated the amendment. However, customers do not feel that this has actually resolved the complaint, as they can still be in the same situation as when they first contacts the supplier and OS:E. OS:E will try to take steps to ensure that the customer does not suffer any further inconvenience. We will consider how the supplier in question has handled the issue and propose an outcome that is reflective of this. In cases where the update is still outstanding, we rely heavy on factors outside of our control. This can make customers sceptical of agreeing resolutions. What OS:E would like know to allow our office to handle these complaints effectively  How long it takes to complete a meter update on both the industry records and supplier records? Can a supplier amend its records prior to industry records to allow for correct billing and if not why not? Can a supplier take over a supply and then fix an industry records issue?

Metering complaints – faulty meters  Complaint summary  We receive complaints relating to issues surrounding faulty meters. These complaints usually are the customer disputing their usage and feeling that the meter could be the cause of this.   Issues for consumers  Not wanting to pay disputed charges – the process of testing a meter can be a lengthy one and during this time, customers can be reluctant to pay for disputed amounts. Not accepting the outcome of tests – some customers will dispute the findings of a test or check, as this will often just confirm that the issue they disputed in the first place is correct. Concerns relating to previous charges – issues regarding faulty meters can result in customer disputing previously undisputed usage, especially if a meter is confirmed as having a fault.

faulty meters - continued OS:E approach While customers might consider that a meter is faulty, OS:E does not just consider this aspect. To ensure correct remedies to cases, we do not include a meter check/test as part of this. This is because this did not give closure to a case, but also because a faulty meter was very rarely the case.   We have found that suppliers can often investigate these types of complaints differently. As OS:E recognises that the meter being faulty is unlikely in most cases, we consider the reason that the customer has made this suggestion. This can include changes in usage, a change to a tariff (fixed pricing to current rates), a billing issue, faulty appliances, changes in personal circumstances and changes in weather. We have found that this can often give a greater explanation as to the cause of the complaint. What OS:E has found is that simply proving that the meter does not have a fault, very rarely resolves the issue, as this often just rules out one reason for the complaint. If OS:E’s investigation indicate the possibility of a fault, we would explore the possibility of pausing a case to allow for a meter check to take place (if the customer is willing to adhere to the charge). This will allow OS:E to rule out the meter being faulty as the cause of the complaint. If our investigation does not indicate a fault, we will explain this, but also try to give reasoning behind the customer’s concerns. OS:E has found that customer get more out of the above approach more than simply focusing on whether the meter is or is not faulty.

Metering complaints - meter board issues Complaint summary We receive complaints relating to issues surrounding a meter exchange/move that is delayed due to a problem with the meter board (asbestos, unsafe, loose, etc.). It appears that there is different guidance and opinions surrounding the suppliers’ (and network’s) responsibility for cases like this.   Issues for consumers  Customer feels like they can be given differing information – this can be from the supplier, the network and independent engineers. This can result in a lack of confidence and frustration. The knock on effect of delays – this can result in customers not receiving accurate bills and concerns relating to unsafe situations. OS:E approach  OS:E will consider each case on its merit and try to propose resolution based on this. The issues that we face are often the resolution, from a customer’s point of view; do not give a definitive outcome. This is because we can sometimes just be referring a customer back into a process.  What OS:E would like know to allow our office to handle these complaints effectively  Greater knowledge of process and responsibility Options available to customers in situations such as these

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