The Department for Energy Security and Net Zero is seeking views on strengthening the role and powers of the Energy Ombudsman in the retail energy market.
This includes proposals to:
- make the process quicker for consumers by reducing the window before complaints can be escalated to the Ombudsman from 8 weeks to 4 weeks (with exceptions for complex cases) and reducing the time that the Ombudsman has to consider complaints to 4 weeks
- explore how to make referral more automatic to reduce the burden on consumers, including advanced signposting, automatic onboarding of consumer details and proactive outreach
- give the Ombudsman an explicit power to require suppliers to compensate consumers where a ruling has not been implemented on time
- strengthen the standing of the Energy Ombudsman by designating it in legislation and giving statutory weight to Ombudsman decisions by placing an explicit obligation on suppliers to implement Ombudsman ruling
They are requesting views on these proposals from suppliers, consumer advocacy groups, industry bodies and any other impacted stakeholders, including the general public.
