EDF Energy to Pay GBP3 Million After Ofgem Probe Into Complaint Handling
22 August 2014 - 9:17AM
Dow Jones News
By Ed Ballard
LONDON--The U.K.'s energy regulator said the British unit of
Electricite de France S.A. is to pay a three million pound ($4.97
million) penalty after an investigation found that it failed to
handle consumer complaints efficiently between 2011 and 2012.
The Ofgem probe was prompted by an increase of over 30% in the
level of complaints recorded by EDF Energy when it was switching to
a new computer system in 2011.
"Between May 2011 and January 2012, EDF Energy did not have
appropriate procedures in place to properly receive, record and
process all customers' complaints in accordance with complaints
handling rules," Ofgem said in a statement.
Ofgem said EDF Energy cooperated with its investigation and will
now pay GBP3 million to help fund a government program for
improving vulnerable people's energy security and a helpline for
people struggling to pay their bills.
Write to Ed Ballard at ed.ballard@wsj.com
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