Treating customers fairly at EDF Energy

At EDF Energy we’re committed to treating our customers fairly. We know that trust in our sector needs to be improved and that growing trust will take time. We have an ambition to become the best and most trusted energy supplier. And we’ll only succeed if we consistently live up to our commitment to deliver fair value and better service, and by making energy easier for our customers.

Our industry regulator, Ofgem, has now made the commitment to fairness a requirement for all energy suppliers. We welcome the introduction of these Standards of Conduct because we believe they’ll improve the experience for all customers and ensure consistency of treatment. This Treating Customers Fairly statement provides you with more information about these standards and the main actions we’re taking to deliver fair outcomes for our EDF Energy customers.

Ofgem has published a set of guidelines explaining what they expect. You can read these by clicking here.

How we're working to ensure we treat you fairly

We want to treat every customer fairly. 

To make energy easier for our customers, we provide many ways for customers to contact us and manage their accounts. Our customers can email us, or call us to speak to an advisor here in the UK, and they can access and manage their account online with MyAccount whenever they need to. Our residential and small business customers can also use the EDF Energy app to manage their account on the go and get support with our live webchat service.

We’ve introduced a Trust Test to make sure we meet the Standards of Conduct. It means that when we create new policies, processes, products or communications, we ask ourselves ‘is this the right thing to do for our customers?’. Then we ask five more questions:

  • Is this a fair thing to do?
  • Are we being professional?
  • Are we offering products, services and advice appropriate for our customers’ needs?
  • Are we being transparent and communicating clearly?
  • Are we being honest? This includes admitting mistakes and acting quickly to put things right

How do we make sure we treat all our customers fairly - December 2015

Standards of Conduct

We’ve taken action to strengthen how we monitor our activities.  We’ve  set up a Standards of Conduct (SoC) Forum, and in 2015, we organised a SoC External Panel of independent experts to provide feedback on our actions and to advise us on how we can go further in putting customers at the heart of everything we do.

The SoC Forum is chaired by Beatrice Bigois, the Managing Director of our Customers Business. Beatrice is accountable for ensuring EDF Energy fully meets our commitments to the standards, and for the effective working of the Trust Test.

Our SoC External Panel, including representatives of organisations such as  National Energy Action, the Federation of Small Businesses, Citizen Advice Bureau and Which?, makes sure we listen to and consider consumers' views. This helps us to make improvements leading to better, fairer outcomes for our customers.

The SoC External Panel provided external views on EDF Energy’s strategic approach to the standards and shared best practice examples both within and beyond the energy sector. We plan to continue the SoC External Panel in 2016.

Fair Value

a logo of a ribbon with the symbol of justice represented

Fair value

Our three promises to customers are to deliver fair value, better service and simplicity. These commitments represent our dedication to putting customers first. Throughout 2015, we continued on our journey to treat our customers fairly:

  • We launched a new Blue + Price Promise tariff for our residential customers. Customers on this deal can compare their tariff with the cheapest tariff on the market using MyAccount or the EDF Energy app.

 

  • We’ve listened to customer feedback and understand price transparency is important, so new small business customers can now get a quote online in 60 seconds with our online SME Quote and Buy platform.

 

  • Whether you’re a residential, small or large business customer, if you leave us and your balance is in credit, we do our best to make sure you get that money back, even if you left us some time ago.

And finally...

We’re always keen to hear what our customers have to say. So if you think there’s something we could be doing differently to be fairer to our customers, email us at fair@edfenergy.com. Your feedback helps make EDF Energy a better company.

 

Better service

Better service icon

Better service

Our three promises to customers are to deliver fair value, better service and simplicity. These commitments represent our dedication to putting customers first. Throughout 2015, we continued on our journey to treat our customers fairly:

  • We launched our personalised support service online tool to help our residential customers most in need. Our online tool gives advice on finding the best tariff, keeping your energy use and costs down and debt management. It also provides help for customers with special requirements (e.g. partially sighted or disabled people).

 

  • We’ve teamed up with UK charity Business Debt Line to launch our Recovery for Small Businesses product. This helps small businesses get back on track with their energy bills, and the Business Debt Line can help with all their bills.

 

  • Our Complaint Improvement Programme continues to focus on the root cause of complaints and on keeping our customers informed about how we’re resolving their complaint. In Q3 2015, we ranked 2nd out of 19 suppliers in the Citizens Advice Complaint League Table for our handling of complaints for our residential customers. Between Q3 2014 and Q3 2015, we achieved the highest rate of improvement in the Citizens Advice Complaint League Table out of the six major suppliers.

And finally...

We’re always keen to hear what our customers have to say. So if you think there’s something we could be doing differently to be fairer to our customers, email us at fair@edfenergy.com. Your feedback helps make EDF Energy a better company.

Simplicity

Simplicity icon

Simplicity

Our three promises to customers are to deliver fair value, better service and simplicity. These commitments represent our dedication to putting customers first. Throughout 2015, we continued on our journey to treat our customers fairly:

  • We upgraded our app so residential and small business customers can now manage their Direct Debit, see the progress of their switch to EDF Energy and get help with live webchat. Prepayment customers can find their nearest outlets and request a new card or key. Small businesses can also manage multiple sites with one login.

 

  • We reviewed the email alerts we send to our residential and small business customers to make them clearer and easier to follow. Customers can now see key information about their account and access their bills and communications online in MyAccount.

 

  • Our Talk Power programme continues to keep our Large Business customers informed about changes in the energy landscape, puts them in touch with our experts, and promotes networking and sharing of ideas. We continue to host regular regional events at inspiring locations such as the Edinburgh Centre for Carbon Innovation and Cannington Court, our sustainable energy centre. We also maintain a blog site where we make available expert views on topics of interest to our business customers.

 

  • We upgraded our Market Insight service for large business half hourly customers affected by Triads. We’ve given them the ability to set alerts and thresholds that will help them stay up to date with the latest market trends and avoid any unexpected costs. They also have access to a detailed probability report and a savings calculator. This information can now be easily accessed from any device.

And finally...

We’re always keen to hear what our customers have to say. So if you think there’s something we could be doing differently to be fairer to our customers, email us at fair@edfenergy.com. Your feedback helps make EDF Energy a better company.

We are the feel better energy company

Is this the right thing to do for our customers?

When deciding on a course of action which impacts any customers we ask ourselves 

The Trust Test

The Feel Better Test

Confirm & document how the activity is

  • Fair?
  • Professional?
  • Appropriate?
  • Transparent?
  • Honest?

 

 

Zingy

Discuss how the activity

  • Starts with the customer?
  • Delivers a feel better energy benefit?
  • Delivers on our Customer Commitments?
  • Is delivered with Positive Energy?
  • Is easy to explain?