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How Citizens Advice monitors energy company performance

24 April 2018

How Citizens Advice monitors energy company performance  - report [ 450 kb]

A key goal of Citizens Advice’s energy team is to help companies deliver improved customer service. Our work includes monitoring and analysing data from the hundreds of thousands of consumers who contact us, or use our online services each year. We also use the information and insights obtained through our wider policy development work, to identify where policies and processes are not working effectively, or are causing consumer harm or detriment.

Citizens Advice works with individual companies, industry trade bodies, Ofgem and BEIS to resolve issues causing consumer harm, and deliver improvements to company policies and processes. We also have a formal duty to refer matters of concern to Ofgem.

Wherever possible, Citizens Advice will seek to identify and share best practice with individual companies and the industry as a whole.