7. Complaints about disconnection
To complain about disconnection by an energy supplier, first contact the company concerned. Energy suppliers are subject to regulations setting out how to respond to a complaint (see Chapter 14). They are required to have a complaints procedure in place and must comply with it in relation to each complaint they receive.1Reg 3(1) GE(CCHS) Regs If raising a complaint, you should request a copy of the supplier’s complaints policy as well as codes of practice or policy documents on: •payment of bills and arrears;
•disconnection;
•prepayment meters;
•services for vulnerable people.
Both Ofgem and the Energy Ombudsman can refuse to investigate a complaint until you have given the supplier a reasonable opportunity to deal with the problems raised and remedy them. If you need help to make your complaint, get advice from Citizens Advice consumer service or Advice Direct Scotland. If your complaint has not been resolved to your satisfaction within eight weeks you can ask Ofgem or the Ombudsman to investigate your complaint.
Ofgem investigates potential breaches of the Standard Licence Conditions. Where companies fail, Ofgem uses its enforcement powers to ensure compliance. It can also impose financial penalties on suppliers and order consumer redress, including compensation.
Provided you have exhausted the supplier’s internal complaints procedure, Ofgem can investigate your complaint about disconnection against:
•a gas transporter for:
◦disconnection of, or a threat to disconnect, your gas;
◦refusal to reconnect your supply following disconnection;
•a gas supplier for:
◦cutting off, or a threat to cut off, your gas;
◦refusal to reconnect your supply following disconnection;
◦the failure of a prepayment system;
•an electricity supplier, distributor or licence holder for:
◦disconnection of, or a threat to disconnect, your electricity;
◦refusal to reconnect your supply following disconnection;
◦the failure of a prepayment system.
For more information on complaints, see Chapter 14.