Energy suppliers are subject to Complaints Handling Standard Regulations (CHSR) set by Ofgem. They apply to complaints from domestic customers and micro businesses. The CHSR place detailed requirements on energy companies. In particular, a complaint cannot be closed unless there remains no outstanding action to be taken and it has been resolved to the satisfaction of the customer. If they cannot do this the customer can ask the statutory redress scheme approved by Ofgem, Ombudsman Services: Energy (OS:E) to investigate.
Our requirement is for a supplier to carry out research with consumers who have complained to their energy supplier to understand: why only a small number of them ask the Ombudsman to investigate their complaint; and what would encourage them to do so in future.
The overarching objective of this work is to ensure that any perceived or actual barriers which deter consumers from seeking the assistance of the Ombudsman at the appropriate stage of the process are removed. Full details of the requirement are set out in the ITT.(MT Ref:97336)
9 Millbank,Procurement Team
Published: 15 Jan 2013, Receipt by: 28 Jan 2013