Ofgem's complaint system 'a positive step'

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Ofgem's new complaints regulations for energy suppliers have been described as "a positive step" by energywatch.

The watchdog has said that the measures – which were described as "ten years overdue" - are needed, as energy providers have been "in denial" over what is classed as a complaint and how many they have received.

Allan Asher, chief executive of the organisation, said that the move to monitor the complaints system should mean consumers see an improvement in their service provided to them.

"Our data on the experience of customers of the big six suppliers proves that more regulation is needed to ensure companies take customer complaints seriously," he explained.

"Monitoring and auditing of the new standards is vital and will require a firm hand by Ofgem and the new organisation replacing energywatch in October this year."

Ofgem chief executive Alistair Buchanan said that the organisation hoped its standards, which come into force from July, would add to customer confidence in the sector and place pressure on suppliers to treat their clients fairly.

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