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You must first make a complaint through your electricity or
gas company's in-house complaints process.
If you have already done this, and you are
not satisfied with the outcome, you can then make a complaint
to the commissioner.
1. Complain to the company first
Each company that joins the scheme must have
a formal complaints procedure. Click
here to see if your company is a member of the scheme.
You should write to, or call, the electricity
or gas company and tell them you would like to make a "complaint".
You can also ask for a copy of its complaints procedure. You
can make a complaint over the phone or in writing.
It is important to use the word "complaint"
so that the company is in no doubt that you are beginning
the complaints process.
Once the company has received your complaint,
it has 20 working days to investigate and try to resolve the
matter with you.
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It must acknowledge
it has received your complaint |
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It cannot charge
you for looking into your complaint |
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It agrees not
to take further action over any amounts in dispute, while
it is working through the complaints process. |
If, after 20 working days you have not reached
an acceptable solution - or you have not received an answer
from the company - you may choose to take the complaint to
the Electricity and Gas Complaints Commissioner.
2. Going to the commissioner
Once you have been through your electricity
or gas company's complaints procedure, you can go to the commissioner
if you are still not satisfied.
You can complain to the commissioner by contacting
her office by phone, letter or via e-mail - click
here to lodge a complaint. It is useful if you can provide
the commissioner with:
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Your customer
or ICP number (check your bill for this information) |
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The full name
of the account holder (if you are not the account holder,
you must be authorised by them to act as their agent)
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The address
of the property |
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The name of
the company or companies involved |
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A description
of the problem |
It is also helpful to send the commissioner
copies of correspondence and other relevant documents, including
copies of accounts, or receipts.
You should explain what you would like the
company to do to resolve the problem.
Consumers are responsible for ensuring that
their current accounts are paid while their complaint is being
investigated.
You can contact the office of the commissioner
to discuss the process at any stage.
The service of the officer of the commissioner
is free to consumers.
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