Improving information for customers: an occasional paper

make informed choices about their gas and electricity suppliers resolve queries about billing, and use energy more efficiently. This concern arises from a number of sources. Ofgems recently published Domestic Competitive Market Review published evidence that around one third of customers find it difficult to compare prices. Further information presented in this document shows evidence of high levels of customer dissatisfaction over how their bills are calculated, and with the frequency of electricity and gas meter reads. Over half of all complaints received by energywatch, the energy customer watchdog, relate to account or billing problems. Research for Ofgems work on encouraging energy efficiency shows that customers would, given the right feedback, examine reasons for changes in their gas or electricity consumption and could be stimulated to take action to change their behaviour. This document explains the key initiatives being taken forward by Ofgem, energywatch, and gas and electricity suppliers on these issues. It concludes that, it is appropriate at the moment for Ofgem to encourage actively the industry to work with energywatch to develop a billing standard that addresses these concerns and meets customers needs. There are formal regulatory tools available to Ofgem that could be used to address these concerns. If it appears that substantial progress is not being made in a reasonable timescale, Ofgem will re-consider whether to use them .