Energy supplier enquiry lines to stay open for longer under Ofgem proposals

It comes as part of a series of proposed reforms to improve standards of customer service both for businesses and households, and follows extensive engagement with suppliers, businesses, consumers and other organisations. 

The move would establish expectations to ensure all consumers receive a “consistent acceptable level of service” regardless of the company they’re with. These steps come as the regulator looks to drive up standards before this winter.  

Alongside its proposals around enquiry lines, Ofgem wants to “enable” more effective support for customers struggling with bills, including early intervention to identify and offer support such as temporary repayment holidays when consumers are unable to pay.

It would also see 24/7 emergency support made available for customers who are cut off from their power or gas supply due to issues with their supplier, and compel suppliers to make information available on customer service performance to help inform them when they’re switching.

As for the non-domestic market, following some issues that have been flagged to the regulator, Ofgem has said it will consult on introducing better complaint handling between suppliers and businesses. It’ll also consider extending micro business protection to all firms, so energy bills spell out what’s being paid to energy brokers.  

Additionally, it’ll look into creating better guidance over “deemed contract rates” between customers who have not yet agreed contractual terms with a supplier to avoid problems like overcharging.  

Ofgem director Neil Lawrence said: “Suppliers are short-changing too many of their customers, who deserve better. Customers need more support when they are struggling and should be able to contact their supplier without frustration or undue delay when they need help.  

“The plans we are announcing put the welfare of business and domestic consumers first and set out a comprehensive package to tackle poor behaviour by energy suppliers. Good customer service is important for all consumers, but it can make a critical difference to welfare and the safety of the most vulnerable.

  
“While we have seen good practice from some suppliers, we expect every company to raise the bar to provide a consistent service that customers can rely on – and this mission should be driven from the top. We believe these recommendations can make a positive difference to consumers and we aim to have changes in place before the cold winter months return.”