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SI/2008/4
Following a billing system upgrade, customers complained they weren't able to get through to an energy retailer's contact centre, due to long hold times. In some instances, customers said they were put through to a message advising of lengthy delays. In others, they reported that calls went through to an engaged tone and they were unable to enter the call queue.
We received multiple complaints and advised the Essential Services Commission (ESC) of the issue.
The ESC subsequently wrote to the retailer seeking progress reports and a full report on this issue and related issues. The ESC also advised it would report on the matter in its compliance reports.
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