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Independent Supplier Complaint Handling Performance Consultation Decision

23 December 2014

17 October 2014

Independent complaint handling performance decision [ 280 kb]


One of the core functions of Citizens Advice under Section 10 of the Consumers, Estate Agents and Redress (CEAR) Act 20071 is the dissemination of advice and information to consumers.

Energywatch, Consumer Focus and Consumer Futures published rankings of energy supplier performance to give consumers access to accurate and impartial information. This not only empowered consumers to make informed choices about their energy supplier, but incentivised companies to continually improve their performance.

Until now published performance information has been limited to the larger suppliers as some of the metrics used within the model have not been available for all suppliers.