Fewer complaints in gas and electricity scheme

Electricity and gas complaints scheme welcomes fewer complaints

After two years of rapid growth, demand for the services of the Electricity and Gas Complaints Commissioner Scheme (EGCC) appears to have reached a plateau, which is good news for both consumers and the industry.

Richard Janes, independent Chair of the EGCC Board, says he welcomes the development of fewer consumer complaints, as the best measure of success for an industry and an external complaint handling scheme is to have the need for that service reduced.

The EGCC received 2,045 complaints in the year to 31 March 2013, fewer than in the previous year.

While the number of complaints appears to have stabilised, there has been an increase in the complexity of complaints. Thirteen per cent of complaints needed investigation this year, up from 9% the previous year.

“Awareness of the EGCC increased sharply from April 2010, when membership became compulsory for all electricity and gas companies,” Electricity and Gas Complaints Commissioner Judi Jones said. “Members have to tell all customers they belong to the EGCC, and tell anyone who makes a complaint that they can use the EGCC’s services if the complaint is not resolved.

“Nearly 90% of the complaints we received this year were settled between the complainant and the company,” Ms Jones said.

“Complex complaints are less likely to be settled between the parties and more likely to need investigation,” Ms Jones said.

“We help the parties reach settlement by getting them talking, providing information, and offering conciliation. If the parties can’t settle the complaint, they can ask me to recommend a settlement,” Ms Jones said.

Ms Jones recommended settlements in 60 complaints in the year to 31 March 2013, up from the 55 in the previous year.

The issues in complaints have stayed constant. Billing is the most common issue, accounting for 46% of complaints, followed by customer service, meters and disconnection.

The year in numbers (last year’s results in brackets):

4,312 enquiries (4,783)

2,045 complaints (2,707)

94% of complainants found it easy to talk to us about their complaint (97%)

46% of complaints about billing (42%)

78% of complainants told about the EGCC by members when they make a complaint (62%)

60 notices of intended recommendation (55), 34 final recommendations (28), 5 binding decisions (3)
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