June 16, 2016
There was some good news for energy suppliers this week, figures from Energy UKs 2015 Billing Code Audit shows an improvement across the board.
Energy UK worked closely with five of the "Big Six" Energy Suppliers; British Gas, EDF Energy, E.ON, RWE npower and ScottishPower to develop the billing code. The code currently only applies to domestic customers and sets voluntary standards to go over and above the supplier standard licence conditions.
Participating energy suppliers are judged against five key commitment areas: switching, meter reading, energy bills and statements, payments, and back-billing. Although other energy suppliers undoubtedly follow the principles of the billing code, they are not audited to the same strict standards as members of the code.
An audit is carried out of the five code members each year to make sure that they are continuing to follow it. Of the five members, two suppliers received a gold rating for their audit - British Gas and EDF Energy. E.On and ScottishPower received Bronze and RWE nPower didn't receive a rating due to billing issues the supplier experience in 2015.
General findings of the audit showed in the majority or cases, suppliers are billing customers properly and have robust processes and controls in place. The auditors found many areas of good practice particularly when it came to meter-reading and back billing.
From a consumer point of view, it looks as if the Energy UK's billing code framework is helping energy suppliers to identify issues before they became a serious problem. This is potentially stopping customers receiving bills in error and unnecessary stress that can inevitably cause. Notably, the suppliers that achieved the highest rating this year have also seen a reduction in billing complaints.
Energy UK Chief Executive Lawrence Slade said:
"The latest audit results are testament to the work suppliers are doing to improve the standard of service for their customers.
Energy suppliers are striving for improved conversations with their customers. It is important for customers to check their bills and to get in touch with their supplier if they have any questions."
Posted on June 16, 2016 at 01:40 PM