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The UK OFGEM closes investigation of an electricity producer over a potential breach of the consumer protection from the unfair trading regulations 2008 (EDF Energy)

Ofgem investigated a fault with the operation of EDF‘s Interactive Voice Response (“IVR”) telephone system and its interface with EDF‘s billing system which resulted in some customers who provided their own meter readings through the IVR system being overcharged or undercharged. Background EDF‘s IVR system allows customers to submit their own meter read at any time of the day or night without the need to speak to an individual agent. Ofgem however, received a complaint from a customer alleging that when the customer submitted their own reading into the IVR system, their own reading being higher than the estimate provided by EDF, that all of the units over and above the estimated reading were allocated to the end of the billing period. As there had been a price rise during the billing

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  • Jacobs (Glasgow)

Quotation

Yasmin Arshed, The UK OFGEM closes investigation of an electricity producer over a potential breach of the consumer protection from the unfair trading regulations 2008 (EDF Energy), 16 August 2011, e-Competitions August 2011, Art. N° 38502

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