business applications

EDF has complaints system problems as watchdog investigates

Karl Flinders

Energy supplier EDF is having problems with a new complaints management system amid a huge rise in the volume of customer grievances.

A report on Radio 4’s You & Yours programme described a massive increase in the number of customer complaints not being addressed at energy companies. The report said complaints to EDF that were not resolved in 24 hours rose from about 49,000 last year to 86,916 in the past 12 months.

Industry regulator Ofgem is investigating EDF’s handling of customer complaints.

A spokesman at Ofgem said computer systems are very important in recording, monitoring and resolving issues.

“Regulation 7 of the Consumer Complaints Handling Standards requires that suppliers receive, handle and process consumer complaints in an efficient and timely manner, allocating and maintaining such a level of resources as may reasonably be required to enable it to do so,” added the spokesman.

EDF confirmed it was implementing a new system, but had not responded with further details when this article was published.


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