Ofgem, the official regulator for gas and electricity suppliers across Great Britain, has issued a crucial alert to energy customers, emphasising their rights when encountering problems with their service. The watchdog, which sets maximum prices and works to protect consumers, took to social media platform X to outline essential steps for users of major providers including Octopus, British Gas, OVO, EDF, and E.ON.
Your First Point of Contact
In a post shared on Monday, Ofgem clearly stated that customers should initially reach out to their energy supplier if they experience any issues. The regulator emphasised that all energy firms are required to have adequate complaints processes in place to address consumer concerns effectively.
"Your energy supplier should be your first point of contact if you have a problem with their service – they must have an adequate complaints process," Ofgem declared. The organisation further advised customers to visit its official website for detailed guidance on how to contact their supplier and access necessary support.
Understanding Who to Contact
Ofgem's website provides comprehensive details about the best approach to resolving energy-related issues. The regulator explains that consumers have the right to complain if they encounter problems with their energy supply or are dissatisfied with the service received.
Depending on the nature of the issue, complaints should be directed to either the energy supplier (the company providing the energy) or the network operator (the company responsible for the infrastructure of pipes and wires). For those uncertain about who to contact, Ofgem offers resources to help identify the appropriate party.
The Formal Complaints Procedure
When contacting a supplier or network operator about a problem, customers should clearly explain what corrective action they expect. Energy companies are obligated to maintain formal complaints procedures, which should be accessible on their websites or included on energy bills.
These procedures can also be explained over the phone if customers choose to contact their provider directly. For written complaints, Ofgem recommends using the Citizens Advice complaints letter template as a helpful resource.
Timeline for Resolution
Ofgem has established clear expectations regarding response times. Suppliers and network operators must attempt to resolve reported problems within eight weeks. Customers are advised to keep a record of the initial contact date for future reference if needed.
Escalating Unresolved Issues
If problems remain unresolved after eight weeks, or if customers receive a "deadlock letter" stating the issue cannot be fixed, they can escalate their complaint to the Energy Ombudsman. This independent body specialises in resolving disputes between customers and energy suppliers or certain network operators.
Ofgem notes that suppliers and network operators must comply with any actions specified in the Ombudsman's decision, which may include fixing the problem, providing explanations, or offering compensation. However, the regulator clarified its independence from the Energy Ombudsman, stating it cannot intervene in investigations or decisions made by that body.
This alert serves as an important reminder for energy consumers across Great Britain to understand their rights and the proper channels for addressing service issues, ensuring they receive fair treatment from their providers.
