Ofgem opens investigation into Extra Energy's customer service and billing processes
Press release
Publication date
Ofgem has today opened an investigation into whether Extra Energy broke rules relating to billing, customer service and complaints handling.
The investigation is being launched following Ofgem’s monitoring of the market and information from the Citizens Advice Service and The Ombudsman regarding Extra Energy's billing, customer service and complaints handling processes.
The investigation is examining whether Extra Energy breached Ofgem’s Standards of Conduct, which are aimed at ensuring suppliers treat customers fairly.
Notes to editors
- The investigation will examine whether, under the Standards of Conduct, Energy Extra is complying with Standard Licence Conditions (SLC ) 25 C and SLC 7B that are designed to ensure that customers are treated fairly. Additionally Ofgem will examine whether Extra Energy is in breach of SLC 21B regarding meter readings and billing; SLC 27 regarding refunding credit and issuing late final bills; SLC 31A regarding sending customers annual summaries relating to consumption and charges; and SLC 14 regarding transfer blocking. The opening of this investigation does not imply that we have made any findings about non-compliance. See Investigation into Extra Energy Supply Ltd and its compliance with its obligations under the gas and electricity supply licences (SLC 7B, 14, 21B, 25C, 27, 31A) and with the Consumer Complaints Handling Standards Regulations 2008.
- Citizens Advice raised concerns with Ofgem in March relating to a high level of complaints against Extra Energy particularly around billing. It provided evidence from the Consumer Service and Extra Help Unit.
- The Ombudsman raised concerns with Ofgem in April relating to Extra Energy’s ability to complete remedies within the required timescales.
About Ofgem
Ofgem is the independent energy regulator for Great Britain. Its priority is to make a positive difference for consumers by promoting competition in the energy markets and regulating networks.
Further information
For further press information contact:
Ruth Somerville: 0207 901 7460
Out of hours: 07766 511 470