Energy regulator considers increasing compensation payouts for poor service

Ofgem, the energy regulator, is considering increasing the compensation paid out to consumers when energy suppliers provide poor service.

Under these new proposals, you'd be owed £40 (rather than the current £30) if your energy supplier fails to perform in line with industry standards.

Ofgem has said that the increase is to account for inflation.

Here, we look at when you're entitled to compensation and other measures Ofgem has introduced to improve customer service in the energy sector.

When am I entitled to compensation?

Ofgem's 'Guaranteed Standards of Performance' outline criteria energy firms must meet around:

Maintaining and keeping appointments.

The time it takes to switch customers to new suppliers.

Unauthorised switching. 

The time it takes to provide final bills and return credit balances.

Investigating faults with meters.

Reconnecting a supply after a debt-related disconnection.  

If an energy supplier fails to meet these standards, it must automatically pay you compensation. 

And if the supplier doesn't provide the compensation within 10 working days, it must make a further payment.

Under the new proposed rules, if your energy supplier doesn't meet these standards (such as switching you to your new supplier within five days), you'd be owed £40 in compensation rather than £30.

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Improving energy customer service

The energy sector has come under fire for poor customer service in recent years following steep bill hikes.

Ofgem's consultation on whether to increase compensation is the latest in a series of changes designed to improve standards for energy customers.

Find out more:

7 ways energy customers can take action

If you think you're owed compensation and haven't received it, contact your energy supplier. 

Join the Priority Services Register (PRS) if you have a disability or vulnerability or live with children under five. This is used by companies providing essential services to ensure vulnerable customers get additional assistance where needed.

source https://www.which.co.uk/news/article/energy-regulator-considers-increasing-compensation-payouts-for-poor-service-aWgKG5Y1Irnp