EDF Energy works together with Ofgem to build consumer trust in energy industry
• Collaborative approach between EDF Energy and Ofgem improves sales processes for customers and establishes best practice
• EDF Energy recognised for open and transparent approach and for proactively improving procedures
• £4.5 million package to help vulnerable customers demonstrates EDF Energy’s commitment to doing the right thing
EDF Energy has today announced a £4.5 million package of measures to help vulnerable customers with their energy bills, as a conclusion to Ofgem’s investigation into its sales and marketing processes. Working closely with Ofgem, EDF Energy has acknowledged limited shortcomings in some elements of its sales processes and identified and implemented improved procedures and quality assurance measures.
Ofgem’s Senior Partner in charge of enforcement Sarah Harrison said: “EDF Energy has done the right thing by stepping forward and recognising there were weaknesses in its sales processes. The firm also took the initiative to correct these problems during Ofgem’s investigation. This is an important step forward and demonstrates a commitment by EDF Energy towards re-establishing consumer trust which we welcome.”
Martin Lawrence, Managing Director, Energy Sourcing & Customer Supply at EDF Energy, said “We’re obviously disappointed that we failed to live up to the high standards that we expect of ourselves. As soon as the issue was identified we immediately took action to satisfy ourselves that we’re fully compliant. We want people to be confident that, when they buy from EDF Energy, they are getting fair prices and consistently clear and simple information.”
“We know that customers need to be able to trust the energy industry. This matter shows how working together will allow the industry to regain trust. We are committed to showing our customers that we are a fair company that does the right thing.”
Of the £4.5 million package, £1m will be donated to support the Energy Best Deal public awareness campaign run by Citizen’s Advice, aimed at helping improve the confidence of domestic energy customers across England and Wales to shop around, reduce their bills and get help if they are falling behind with energy payments. The remaining £3.5 million will be used to give a further discount to customers who received the Warm Homes Discount, and will be automatically credited to their bills.