Energywatch
From SR
As of October 1st 2008, Energywatch has become part of Consumer Focus
Contents |
History
energywatch is the independent gas and electricity watchdog for England, Scotland and Wales. They were set up in November 2000 through the Utility Act to protect and promote the interests of all gas and electricity consumers. Their statutory functions and duties are laid down in the Utilities Act (2000).
Roles
They have a statutory duty to protect and promote the interests of existing and future gas and electricity consumers in England, Scotland and Wales by:
- making proposals, or providing advice and information about consumer matters and representing the views of consumers on such matters
- investigating and seeking to resolve consumer complaints
- giving advice and information to Ministers, regulatory authorities (particularly Ofgem); licence holders, and any other body whose activities may affect the interests of consumers such as local authorities
- Publishing information:
- on performance of licensed gas and electricity companies against any statutory service standards set by Ofgem
- on complaints made against energy suppliers, transporters, distributors (or their agents) both directly to energywatch and also to the relevant license
- where it thinks it would be in the consumer interest
They have a specific duty to 'have regard' to the interests of individuals:
- who are disabled or chronically sick
- of pensionable age
- with low incomes and on benefits
- residing in rural areas
energywatch provide free, impartial information and advice and take up complaints on behalf of consumers who are experiencing difficulty in resolving problems directly with their energy companies.
They use the intelligence they gather through the complaint-handling process to develop a real understanding of the issues affecting consumers and their impact on their day to day lives.
They highlight the issues of greatest concern through campaigns, by naming and shaming the offending companies and by using the consumer experience to illustrate the human cost of corporate failure.
Regulation
energywatch works closely with the regulator, Ofgem, to ensure that company performance issues are monitored and where appropriate, the evidence is provided to trigger investigations and/or enforcement action.
Partnerships
They are also work constructively with companies, initiating changes to their policies, processes and systems that will make them more responsive to the needs of their customers.
They deliver their services in partnership with a range of other caring organisations and advice-giving bodies.
Reporting Hierarchy
energywatch is governed by its National Council.
