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Our actions will vary depending on whether it's a one-off matter, whether it’s fair and reasonable, whether it’s affecting a considerable number of customers, whether it’s systemic in some way, and whether it’s about energy or water.
If it's a one-off matter, the potential breach is taken into account in the case resolution we reach, and is recorded as an instance of non-compliance in our case management system
If it’s a systemic issue, or something that affects a number of customers, our first step is to talk to the company — and notify it of the problem, if it’s not already aware of it.
After that, the systemic issue process differs for each industry:
- In energy cases, the Essential Services Commission conducts its own investigation and reaches a conclusion about suitable redress.
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In water and LPG cases, we investigate and work directly with the company to reach a satisfactory outcome. Appropriate redress can be an apology or explanation, but may also extend to changes in policies, procedure or system at the company. It may also extend to financial compensation
Our systemic issues register provides an ongoing
record of systemic issues. We use it for reporting about systemic
issues, both on an ad hoc basis and regularly in our publications. We
encourage energy and water companies to tell us about problems or
systemic issues that have arisen for them. This helps us be prepared
and informed if customers phone us about those issues.
Return to Protecting consumers EWOV and the legal frameworks
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