Consumer Information » Energy Supplier Performance

Methodology

Purpose

Consumer Focus has a statutory duty to provide information to consumers. Therefore we have created a performance model to accurately illustrate relative energy company performance which will give consumers access to the information they need to make informed switching decisions.

We believe it is essential that the performance model reflects all elements of the new complaint handling regime and uses a basket of measures including those from independent bodies.

Weightings have been allocated to reflect the seriousness of the complaint and the time and effort spent by the consumer to get their problem resolved. The weightings in the model place greater emphasis on situations where the consumer has had to repeatedly contact their supplier, or another agency, because the company has failed to deal with their problem.

The measures used in the model are outlined below along with their weightings

Model

Case Type	Definition	Weighting
Consumer Direct advice cases	These are cases where a consumer has sought independent advice or help (not information) from Consumer Direct.	10
Consumer Direct cases referred to energy companies	These are more serious cases received which are referred to the supplier’s dedicated complaint handling team. These include cases where after an initial contact with Consumer Direct the consumer has followed the advice provided and the supplier has not resolved their issue in a reasonable time period. It also includes cases where consumers who have already progressed through or part-way through the company’s complaint procedures and are not getting reasonable resolution.	20
Complaints received by Consumer’s Focus Extra Help Unit	These are complaints from vulnerable consumers that have been referred from Consumer Direct where a consumer who is vulnerable, has been disconnected or is at risk of disconnection or needs support due to the complexity of the case and has previously tried to resolve their complaint with their supplier and has been unable to do so.	30
Enquiries received by Consumer’s Focus Extra Help Unit	These are cases where a vulnerable consumer is seeking advice about a problem or the advisor does not have sufficient information to record as a complaint.	10
Cases received by the Energy Ombudsman	These are cases accepted by the Energy Ombudsman, the industry alternative dispute resolution scheme, because the consumer has been unable to get their complaint resolved for more than eight weeks	30

Calculation of ratios

The number of domestic cases received about each company in each of the categories are multiplied by the weighting factor and then divided by each company’s number of domestic customers.

The figure is then multiplied by 100,000 to give a ratio per 100,000 customers.

The total measures for each company are then combined to produce an overall ratio.

The ratios are produced on a quarterly basis. The monthly data points used in the historical graph are a three month rolling average.

Star Ratings

Each energy supplier is given a star rating based upon their overall performance ratio. The star ratings are based upon the following bands:

Rating	Weighted ratio of complaints per 100,000 customers
5*	0.00 - 50.00
4*	50.01 - 75.00
3*	75.01 - 100.00
2*	100.01 - 125.00
1*	125.01 - 150.00
0*	150.01 +