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Citizens’ Energy Forum - 21 st and 22 nd October 2010 - LONDON

Citizens’ Energy Forum - 21 st and 22 nd October 2010 - LONDON. Who we are. EEOG is an INDEPENDENT, non-profit Europe-wide professional association made up of ombudsman and mediators from European energy companies, and of other private mediating organizations. 29/08/2014. 2.

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Citizens’ Energy Forum - 21 st and 22 nd October 2010 - LONDON

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  1. Citizens’ Energy Forum - 21st and 22nd October 2010 - LONDON

  2. Who we are EEOG is an INDEPENDENT, non-profit Europe-wide professional association made up of ombudsman and mediators from European energy companies, and of other private mediating organizations. 29/08/2014 2

  3. C. E. F. 2010 • What we do Our principals objectives and functions are: • To promote mediation between companies and consumers in the energy sector as a means to settling disputes and complaints. • To protect ENERGY CONSUMER’S RIGHTS and (their interests) • To exchange experiences in order to implement BEST PRACTICES in complaint handling and Company’s procedures • To LISTENto energy consumers in order to explore their WIEWS, EXPECTATIONS AND EXPERIENCES

  4. C. E. F. 2010 Benefits of Mediation Mediation is one of the Alternative Dispute Resolution (ADR) methods which, unlike traditional litigation procedures, enables the parties to jointly negotiate a settlement under the supervision of a mediator or client ombudsman.It is free of formalities. Our procedures are clear and freely available It is free of charge. All energy consumers can use our service with any charge It is fast. We deal complaintsin appropriate time limits and we keep the complainant informed on how the complaint is processed It is fair. We treat all consumers fairly and with respect and we pay specific attention to emotional aspects. It is helpful. We particularly look after vulnerable consumers. It is effective. We can resolve a dispute and settle on a wide range of remedies such us an apology, money back, service connection, financial compensation, etc. 29/08/2014 4

  5. C. E. F. 2010 • Effectiveness Our effectiveness is proved by our figures: • The resolution time is less than 2 months • Customer satisfaction rates : higher than 8 over 10 • 92% of complaints resolved in the customer’s favour 29/08/2014 5

  6. C. E. F. 2010 Information provided by household customers on their complaints Incorrect practices are detected A request of improvement is outlined to the Company by the Ombudsman The dispute is solved with an individual remedy • A way of improvement 29/08/2014 6

  7. C. E. F. 2010 • How we deal with claims: some examples • Complaints based on delay in the provision of the contracted gas maintenance service. After verifying the delay in the provision of the service, the Ombudsman held that the Company must take charge of the amounts of bills paid by customers for the service, plus additional compensation for the inconvenience caused for each day of delay in handling the notification. • Complaints claiming that the consumption billed was too high or expressing dissatisfaction with the Company’s response (simply indicating that the consumption billed was correct) The Ombudsman held that insufficient information had been provided to customers in response to such complaints and that the Company should reply with a document including a comparison of each customer’s consumption in previous years, with reference to the contracted power and hours of use, so as to justify the consumer’s actual consumption. The Ombudsman also held that the Company must offer customers advice on energy efficiency and saving measures to reduce consumption. 29/08/2014 7

  8. C. E. F. 2010 • How we improve customer attention in our companies: some more examples • Information to be provided to Private Customers who have requested a New Supply. As a result of a Customer Ombudsman recommendation, a Company has drawn up a specific documentation for requests for new supplies which can be given to customers explaining the process to be followed from their original request for a new supply until the final connection, with details of every stage and its duration, possible alternatives, the applicable technical and financial criteria, the customer’s and the company’s responsibility in each case, the documents to be provided and any necessary requirements

  9. C. E. F. 2010 • EEOG position as regards EU Recommendations We agree on EU Recommendations, which are in line with our principles, values and activities. Nevertheless: • We suggest to be included in the definitions of ADR Schemes • We propose to be considered as a previous step before escalating a public ADR body Reasons: Most of the claims are originated by internal procedures and behaviour of the service providers. Improvement is almost impossible to do from outside the Companies (by bodies with no access to the companies data systems to verify all the information provided). From the EEOG experience most of the customers’ complaints can be solved easily and fast by the Companies with the help of a Private Ombudsman 29/08/2014 9

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