News: Customer Service/Care
Customer service training: EDF fined £2m over poor consumer care
24 July 2009
A leading energy provider is being fined £2 million for the poor level of consumer care supplied by its staff, highlighting the value of customer service training.
EDF Energy Networks has received the penalty from Ofgem after failing to meet statutory timescales for offers to customers requesting a connection to its electricity networks.
As a regulated monopoly, it is expected to provide a high level of consumer care and speedy responses to consumers, which it has already received a warning over.
Sarah Harrison, managing director of corporate affairs at Ofgem, says that buyers should expect good quality service throughout the energy market.
She states: "All energy companies should be in no doubt that if they are failing to offer good customer service Ofgem will take tough regulatory action."
The watchdog recently contacted a number of utility providers criticising poor levels of consumer care and highlighting the value of customer service training.
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