energy-uk.org.uk - Read More...

Customer Communications | Energy UK

Energy-uk.org.uk Spined HTML

ConsumerCommunications | Energy UK ​ Members AreaSearch The voice of the energy industry HomeAboutPolicyCustomersEnergy IndustryMedia & CampaignsPublications EventsMembershipContact HomePolicyCustomer CommunicationsConsumerCommunications Rules of engagement: putting customers at the heart of communications In Summer 2017, Ofgem vicarious Energy UK to undertake some work on consumer communications. This was to help inform a wider review of the supply licence rules relating to consumer communications, in light of a potential move towards Principles Based Regulation (PBR). Energy UK’s report  begins by identifying that customers need sufficient information to be worldly-wise to: Pay for energy Know where to seek assistance in relation to their energy Complain if something goes wrong Know what to do in an emergency Find a deal to suit their characteristics and preferences; and, Be enlightened of and understand contractual obligations, rights, changes and events. The report goes on to provide Energy UK’s view on relevant licence conditions and poses the pursuit recommendations to Ofgem and Government: Ofgem should be unvigilant in removing prescription; There is no need for remoter wholesale principles; There may be telescopic for some new narrow principles or light-touch prescription; The supply licence should not stipulate specific forms of liaison such as a snout or Statement of Account; and Ofgem should work with the Government to seek to reduce the reliance on supplier-led consumer communications as a ways of promoting information vastitude the six priority areas noted above. Energy UK & Ofgem workshop on the Future ofConsumerCommunicationsPursuitthe release of our report, Energy UK hosted a workshop on the future of consumer communications. This provided an opportunity to protract dialogue, discuss the report and its findings and seek constructive views, challenges and suggestions on all recommendations posed. The purpose of the workshop was specifically to discuss: Consumer needs in relation to consumer communications How weightier to unhook positive consumer outcomes through specific consumer communications What risks there are to manage What this could midpoint for Ofgem licence conditions reform What industry can do to provide warranty to Ofgem that they are treating customers fairly Speaker Blogs Panel speakers at our workshop on the future of consumer communications provided their thoughts on: What good consumer communications squint like? How will consumer communications need to evolve in the future? The contributing panel speakers have kindly summarised their views in the form of blogs which can be read below, slantingly a blog from Energy UK which provides our own thoughts pursuit our analysis. Energy UK Blog - Rules of Engagement: ReformingConsumerComms Rules Heather Smyth- Marketing Communications Manager, ScottishPower Jenny Ashmore - Chief Marketing Officer, Octopus Gillian Cooper - Head of Retail Energy Markets, Citizens Advice Jo Upward - Managing Director at Platform Ofgem Working Paper Ofgem has as of 14 December 2017 released a working paper entitled "Working paper: Domestic supplier-customer communications rulebook reforms."   This sets out their initial response to all inputs gathered in relation to the review of the supply licence rules virtually consumer communications.   PolicyCustomer CommunicationsDisconnectionElectricity market reformEnergy efficiencyEnergy Companies Obligation Fuel povertyMicro businessClosed finance with credit balancesRoll-over contractsBack-billingSmart meters Smart Demand ResponseWarm Home DiscountPrepayment metersHealth and safetyGeneration Health and SafetyRetail Health and SafetyEnvironmental RegulationEnvironmental PerformanceIndustry GuidanceWater ResourcesEnergy System TransformationFlexibility in the Energy SystemDecarbonisation of HeatLow Carbon Transport Related links SitemapPrivacy and cookiesTerms and Conditions Copyright © 2018 Energy UK Powered by JoomlaWired, built by Webx   HomeAboutAbout usOur membersOur teamOur departments & committeesGovernanceAnnual Report MembershipBenefits and servicesCategoriesJoinCareers pages VacanciesEmployees benefitsEquality and Diversity ForumYoung Energy Professionals ForumPride in EnergyPolicyPolicyCustomer CommunicationsDisconnectionElectricity market reformEnergy efficiencyEnergy Companies Obligation Fuel povertyMicro businessClosed finance with credit balancesRoll-over contractsBack-billingSmart meters Smart Demand ResponseWarm Home DiscountPrepayment metersHealth and safetyGeneration Health and SafetyRetail Health and SafetyEnvironmental RegulationEnvironmental PerformanceIndustry GuidanceWater ResourcesEnergy System TransformationFlexibility in the Energy SystemDecarbonisation of HeatLow Carbon TransportCustomersCustomersCommission for customers in vulnerable circumstancesAbout your energy billEnergy snout breakdownWays to pay your billHelp with your energy bills How to stave disconnectionWarm Home DiscountSave money on energy bills How to switch energy visitor Find out who your energy supplier isClosed finance with credit balances for domestic customers About smart meters Why are smart meters a good idea?How to make a complaint Energy industry codes Code of Practice for Accurate BillsFeed in tariffsWhat happens if my electricity meter behaves unexpectedly?Fraud PreventionEnergy IndustryEnergy IndustryEnergy in the UKThe energy market explainedLighting up BritainAberthaw Power StationDelabole Wind FarmEakring Training CentreGreater Gabbard Wind FarmGreen Skills CentreHealth Through WarmthLangage Power StationLondon Warm ZonePelamis Wave MachinePowerwiseSchools Engineering ChallengeSSE Training CentreSmart Meter CentreWhitelee Wind FarmEnergy efficiency in BritainProfits & pricesNetwork and supplyElectricity generationGas generationGas suppliesShale gasCoal generationNuclear generationRenewable generationSustainabilityPower to everyoneMedia & CampaignsPress releases201820172016BlogsVideos & Infographics Carbon Monoxide - Be AlarmedEnergy Switch GuaranteePublicationsPublications EventsMembershipAbout Energy UKOur ServicesEvents & SponsorshipExamples of Our Campaigns & GroupsCategories of MembershipContactContact Energy UKCold calls Members AreaSearch