The Consumer Issues Working group (CIWG) is made up of Ofgem, Distribution Network Operators (DNOs) and other relevant parties. It provides a forum to discuss issues relating to services provided by the DNOs to energy consumers in the UK. The working group does not have decision making powers but assists the industry in the ongoing development of policy to protect and better serve the interests of energy consumers in the UK.
Areas that the Consumer Issues Working Group is looking at include:
- The broad measure of customer satisfaction which includes:
- customer satisfaction survey;
- complaints handling; and
- stakeholder engagement
- Telephony incentive scheme;
- Customer service reward scheme