E09-PC-40: Draft Advice on Customer Complaint Handling, Reporting and Classification

ERGEG Public consultation: 2009/10/01-2009/12/02

Background

E09-PC-40: Draft Advice on Customer Complaint Handling, Reporting and Classification

The document seeks to initiate discussion on ERGEG’s draft recommendations on customer complaint handling, reporting and classification in the electricity and gas sectors. The work follows a request from the European Commission and is linked to Commission initiatives on this issue. In consultation with stakeholders, ERGEG aims to develop final Guidelines of Good Practice based on these draft recommendations.

Comments should be sent by e-mail to consumers@ergeg.org by 2 December 2009.

Following the end of the public consultation period, ERGEG will publish all comments and replies to questions received from stakeholders.  If a respondent would like ERGEG to treat their contribution with confidentiality then this must be explicitly mentioned in their reply. If possible, confidential information should be provided as a separate annex, so that the main document may  be published. Unless marked as confidential, all responses will be published by placing them on the ERGEG website: http://www.ceer.eu.  

Any questions relating to this document should in the first instance be directed to:

Mrs Fay Geitona
Tel. +32 (0) 2788 73 32
Email: fay.geitona@ceer.eu

 

Consultation Documents

E09-CEM-26-03
Draft Advice on Customer Complaint Handling, Reporting and Classification

E10-CEM-33-05
Final Guidelines of Good Practice on Complaint Handling, Reporting and Classification, 10 June 2010

E10-CEM-33-05a
Evaluation of Responses to the Public Consultation on draft Guidelines of Good Practice on Complaint Handling, Reporting and Classification, 10 June 2010

C11-RMC-48-03
Update to Annex 2 of GGP on Customer Complaint Handling, Reporting and Classification. ADR practices: case studies, 06 June 2011

Public Responses

E09-PC-40-01
AK Wien

E09-PC-40-02
BDEW

E09-PC-40-03
BEUC

E09-PC-40-04
BNE

E09-PC-40-05
CEDEC

E09-PC-40-06
CEZ

E09-PC-40-07
ECCG

E09-PC-40-08
EDF

E09-PC-40-09
EEOG

E09-PC-40-10
EnBW

E09-PC-40-11
ERDF

E09-PC-40-12
ESB

E09-PC-40-13
Eurelectric

E09-PC-40-14
Eurogas DSOs

E09-PC-40-15
Eurogas supply and markets

E09-PC-40-16
GEODE

E09-PC-40-17
Iberdrola

E09-PC-40-18
Liander

E09-PC-40-19
MNE France

E09-PC-40-20
RWE npower

E09-PC-40-21
Scottish and Southern

E09-PC-40-22
SWM

E09-PC-40-23a
Vattenfall

E09-PC-40-23b
Vattenfall (EN)

E09-PC-40-24
VEO

E09-PC-40-25
VKU

E09-PC-40-25
VSE