Date of event | Dec 05, 2019
This quarterly sector liaison panel (SLP) will focus on key issues in the energy sector. Ombudsman Services representatives will be on hand to provide operational and strategic updates.
Operational, commercial and leadership teams from businesses of all sizes across the energy sector.
Click here to book your place.
11:00-11:30 Introduction and welcome.
11:30-12:30 Operational, commercial and sector updates from Ombudsman Services.
13:00 - 13:30 Update and discussion.
• Update and discussion on Ofgem request for information on 8-week rule.
• Discussion on supplier/customer acquisitions. How do we ensure consumers that have a complaint with Ombudsman Services are not disadvantaged by a change a supplier they haven’t requested?
13:30 - 15:00 Breakout sessions.
In advance of the breakout sessions to be held at the forthcoming Energy SLP, and to allow preparation, please see the key themes we will be discussing during the afternoon.
The aim of the session is to demonstrate and discuss some of the scenarios we encounter directly and indirectly relating to deemed contracts. There will be opportunity for suppliers to share the challenges they face, and we will work together to find some common ground to allow for a consistent and reasonable approach to complaints.
The areas we will cover include:
• Unduly onerous deemed rates.
• Deemed vs default contracts.
• Backdating of contract rates.
• New contracts that start before an existing one has ended and the impact this has.
• Wholesale energy purchasing.
As part of the Smart Meter rollout we have seen instances where installations have presented challenges to suppliers. Through group discussion we aim to understand the challenges faced by suppliers. This will allow us to take these challenges into account in our decision-making principles; and agree a way forward so that all customers can benefit from a smart meter.
The types of scenarios we will cover include:
• Issues with the size of meter box.
• Meters located behind kitchen units.
• Meters located on asbestos backboards.
• Blocked access to the main fuse.