Ombudsman Services. Good for consumers Good for business. EHU Update July 2016 Sue Jackson - Relationship Manager Kevin Gleave Sector Expert

Transcription

1 Ombudsman Services Good for consumers Good for business EHU Update July 2016 Sue Jackson - Relationship Manager Kevin Gleave Sector Expert

2 Updates Operational statistics CA/EHU feedback General Ombudsman Services case studies

3 Average Volume Of Energy Cases Accepted Per Day

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

5 Average Volume Of Contacts Per Day

6 Contact : Case Ratio

7 Forecast Variance

8 Extra Help Unit Referrals

9 General Operations Enquiry incoming phone opening times Complaint Types Energy Ombudsman Transformation Progress on work streams Definitions and objectives Stakeholder event Data publishing SMART Participating company meetings

10 Anonymised case summary Energy case one Summary of the complaint The complainant experienced a number of billing issues with the PC The billing issues included an incorrect debit balance from a previous tenant being applied to a prepayment meter and a disputed final balance on the prepayment meter due to a significant delay in the installation of a credit meter. The complainant also had issues following the installation of the credit meter as there was some confusion surrounding the complainant s account number and the national database had not been updated in a timely manner. Ombudsman Services Investigation It was found that the PC was recovering a debit balance for a previous tenant on the complainant s prepayment meter. It was also found that there was a significant delay in setting up a credit meter account for the complainant as the participating company had incorrectly set up the gas account. This resulted in duplicate account numbers and a delay in updating the national database that adversely impacted the complainant s payment method.

11 Impact As a result of the billing issues the complainant incorrectly received demands for payment from a debt collection company that related to a previous tenant s outstanding balance. This may have had an adverse effect on the complainant s credit file. The complainant also experienced significant delays in gaining a resolution to the complaint, which resulted in numerous contacts to the PC. This would have caused unnecessary inconvenience to the complainant having to spend time chasing up a resolution to the complaint. Resolution proposed by the PC prior to Ombudsman Services involvement: an apology for the shortfalls in customer service that the complainant experienced; a goodwill credit of 100 applied to the complainant s energy account in recognition of this. Resolution proposed by Ombudsman Services: provide written confirmation that the prepayment meter account is closed with a nil balance and refund the complainant with any credit outstanding; produce an accurate bill based on actual meter readings for the dual fuel account; provide a statement of account; provide confirmation of the complainant s remaining dual fuel account details; provide confirmation that the complainant s credit rating is unaffected by its actions; provide an apology for the shortfalls in service to include the delay and errors in finalising the gas prepayment meter account, the time taken to set up the gas credit meter account correctly, the failure to cease unrelated debt collection activity and the time taken to update the complainant s gas credit meter to the national database; and apply a goodwill credit of 100 to the C s account in recognition of the shortfalls in customer service experienced. Outcome: Complaint Upheld

12 Anonymised case summary Energy case two Summary of the complaint The complainant experienced a billing issue six years ago with the participating company that resulted in the complainant receiving a bill in excess of 1,000. This made the complainant monitor their energy consumption and charges more carefully. The complainant says that the PC refunded them with credit payments and reduced the direct payments without their consent. This resulted in a further debit balance accumulating. Ombudsman Services Investigation It was found that the complainant had provided the PC with actual meter readings but as these readings did not fall in line with previous readings an estimated reading was used. This meant that over a six month period the complainant was billed using under estimated readings that resulted in a balance accumulating. A meter operative was sent to the complainant s property, which confirmed that the complainant s initial reading was accurate and that the PC should not have used an estimated reading. Impact The complainant s payments were not in line with their actual energy consumption which meant that they were accumulating a debit balance. This would have been avoided if the PC used the readings provided by the complainant. This put the complainant at a financial disadvantage as they could have spread the cost of the additional charges over the six month period.

13 Resolution proposed by the PC prior to Ombudsman Services involvement: apology for the shortfalls in customer service that the complainant experienced; and a 75 goodwill gesture in recognition of this. Resolution proposed by Ombudsman Services: provide a letter of apology for the shortfalls in service experienced; apply a goodwill award to the account of 125, in recognition of the mismanagement of the complainant s account; and allow the complainant to switch supplier s should they wish to do so, without objection or delay, as there is a payment plan in place. Outcome: Complaint Upheld In this case the PC would not allow the C to switch suppliers due to an outstanding balance on the account. OS determined that PC chose not to use the accurate meter readings which contributed to the outstanding balance. Therefore, it was fair and reasonable to allow C to switch suppliers if a payment plan is in place.

14 Visit our website: Find us on LinkedIn: Follow us on