Investigation into compliance with the Gas and Electricity Consumer Complaints Handling Standards (CHSR) Regulations 2008
Investigation
- Open
- Decision proposed
- Closed
- Publication date
- Closed date
- Company
- EDF Energy Limited
- Industry sector
- Supply and Retail Market
- Decision
Sectoral Case
We have been investigating whether EDF Energy has complied with the Gas and Electricity (Consumer Complaints Handling Standards) Regulations (CHSR) 2008.
The CHSR prescribe standards for the handling of consumer complaints by regulated providers and for the supply of information to consumers about the prescribed standards and levels of compliance with those standards.
The investigation focused on whether EDF Energy’s customer contact centre complied with the requirements of the CHSR.
The Authority has concluded that EDF Energy has breached regulations 7 (1) (a), 4 and 5 of the CHSR between May 2011 and January 2012. EDF Energy has agreed to make a £3m contribution to Citizens Advice Energy Best Deal Extra and Plymouth Citizen’s Advice Bureau.
The Authority considered that the £3m payment offered by EDF Energy to aid consumers will be of greater benefit to energy customers than if a substantial penalty was imposed. Accordingly, The Authority decided that a nominal penalty of £1 should be imposed. The Authority has now issued a notice of its decision to issue a financial penalty.
The regulations breached by EDF Energy required EDF Energy:
- to receive, handle and process consumer complaints in an efficient and timely manner (Regulation 7 (1) (a);
- electronically record prescribed information when a consumer complaint is received (Regulation 4);
- electronically record prescribed information where a consumer complaint has not been resolved by the end of the working day after the day it was received (Regulation 5).