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Inconsistent advice to customers of EWOV’s phone number
SI/2008/11
Through EWOV investigations, it became apparent that energy retailers were inconsistently providing EWOV's contact details on credit notices. It appears that all retailers are providing EWOV's telephone number on the actual 'disconnection warning notice'. However it also appears that some retailers may be sending additional notices or letters to customers prior to disconnection that do not include EWOV's telephone number.
As a result, up to four weeks may elapse between a customer receiving 'the disconnection warning notice' (with EWOV's telephone number on it) and the actual disconnection. When this time lapse occurs, it is much less likely the customer will have ready access to EWOV's telephone number, making independent dispute resolution less accessible at a very important time.
EWOV notified the Essential Services Commission (ESC) of the issue in January 2008. In its reply, the ESC advised that its recent audits had confirmed a satisfactory level of compliance. It also advised that, if further monitoring revealed significant levels of non-compliance, it would undertake appropriate enforcement action.
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