Ensuring fair outcomes for consumer complaints
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Detail of outcome
Government response to the consultation on ensuring fair outcomes for consumer complaints.
During and after the consultation period DECC met with energy suppliers, networks and trade associations to discuss our proposals and their responses. Overall, we received 27 responses, 21 from industry bodies and 6 from bodies representing or providing advice to consumers. DECC also met with a number of the main suppliers and network companies and trade associations and with Consumer Focus.
Original consultation
Consultation description
Ofgem, the energy regulator, is able to impose substantial fines on energy businesses which breach their regulatory obligations. When Ofgem investigates an alleged breach it often negotiates with businesses to obtain redress for consumers who may have suffered a loss as a result of the breach but businesses are not obliged to provide this.
The Government believes that Ofgem would be better able to achieve fair outcomes for consumers if it was able to compel redress to be provided to consumers. This consultation sets out proposals to give it such a power and invites views on the scope of the power.
Responses must be submitted by 2012.
Contact us
Tel: 0300 068 6089 Email: redressconsult@decc.gsi.gov.uk Post: Institutional Frameworks team
Department of Energy and Climate Change
3 Whitehall Place
SW1A2AW
