On 11 July 2018 Toto Energy published this statement about its customer service. Ofgem’s response is below:
We have been in discussions with Toto Energy about remedying deficiencies in its customer service arrangements that have made it difficult for its customers to make enquiries and complaints. Following our intervention, Toto Energy is taking a series of steps to improve the quality of its customer service. We welcome the fact that Toto Energy has apologised to its customers, has set a target of reducing average call wait times to below 5 minutes by the end of July, and has committed to further improvements thereafter. We will continue to work closely with Toto Energy to secure further improvements.