EDF Fail Ofgem Direct Debit Rules

jalexa

Terrylw1 wrote: »

The EAC/AA data for most companies wouldn't have been used in their aged legacy systems, although some did.

If I understand your previous posts correctly the EAC/AA stuff is for for electric. However I think it is gas that presents the biggest calculation challenge. If used for heating, consumption is heavily seasonally weighted. E.ON illustrated the issue with their "Twitter Table" which I found corresponded quite closely with my own seasonal gas consumption. I have yet to see any evidence of how Edf weights gas consumption. I suspect the answer to that may be in the "a full years usage is not on the ... system" excuse which has been reported.

backfoot

backfoot wrote: »

Nine weeks into my complaint, EDF have replied.

The reply contained the following;

'For customers whom we have supplied for less than a year, we do not believe that we are required under the current Licence or the Ofgem guidance to provide a more detailed calculation, including a forecast of future consumption up to the end of the Direct Debit anniversary date on your Direct Debit review letter. However, from August 2012, you will see this forcast on your bills as we would then hold a full year's energy consumption enabling us to offer an accurate forcast'

I have asked EDf and Ofgem under what authority or guidance they are allowed an exemption from the SLC27 or Ofgem's Factsheet on DD's.

Logically, it is even more important for a Supplier with limited.data to provide a consumption forecast and recovery period. In that way,the customer, who may hold information or be aware of consumption patterns,is able to check the DD change.

Why do they continually try and pull the wool over our eyes?

p.s.you will note that they are operating an anniversary date annual review.

I have held further discussions with Ofgem regarding EDF's claim that the SLC27 does not apply to customers with less than one year's consumption.

There is no such exemption.

EDF are due to respond to me by tomorrow on this and also on the manner in which they have dealt with my complaint.

There is already an open Ofgem investigation into complaint handling processes by EDF. Recent history shows that Ofgem are severe on this aspect much more so than any individual complaint.

EDF having failed to supply relevant requested information,at various stages over a two month period, have exposed themselves to a matter for which they are already under investigation. In responding in a totally disingenous manner with a false claim about License Conditions can only be seen as a serious breach.

I will keep readers informed of EDF's response when it is received.

jalexa

backfoot wrote: »

There is already an open Ofgem investigation into complaint handling processes by EDF.

Is Ofgem inviting customer submissions? If so got a link?

backfoot

jalexa wrote: »

Is Ofgem inviting customer submissions? If so got a link?

As I understand it no. They pick up investigations via a number of sources including CF, Energy Ombudsman, CAB and others.

I have enquired on a matter of policy/interpretation,like I did on exit fees and Eon zero spring policy. Persistence is key.

I believe this has been useful and recognised by Ofgem as raising awareness on some big issues. It has not led to direct intervention on an individual complaint, but may have prompted further enquiry from their normal sources to determine if there are more widespread concerns.

I imagine Ofgem receive many direct approaches and they will have their own procedures for either redirecting or picking out causes for concern.

backfoot

jalexa wrote: »

Is Ofgem inviting customer submissions? If so got a link?

Extracted from Ofgem website on current invetigations. I can't see where /if any direct customer submissions are invited. I presume they will collate data from the sources mentioned.

http://www.ofgem.gov.uk/About%20us/enforcement/Investigations/CurrentInvest/Pages/CurrentInvstgtns.aspx

Company: EDF Energy (December 2010)
Investigation into compliance with the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 (the “CHSR”)
Ofgem is still investigating whether EDF Energy has breached these regulations. The investigation has now been extended to consider whether EDF Energy’s customer contact centre is complying with the requirements of the CHSR and other related obligations. Regulation 7 of the CHSR requires that suppliers (a) receive, handle and process consumer complaints in an efficient and timely manner and (b) allocate and maintain such level of resources as may reasonably be required to enable it to do so.

jalexa

backfoot wrote: »

Persistence is key.

I have enquired of Ofgem on a matter of factual error on the Ofgem DD guidance leaflet. So far I I have had the automated acknowledgment. If I do not receive a personalised acknowledgement in 10 days or evidence of the factual error being corrected I guess I will need to employ "persistence":D

StevieJ

jalexa wrote: »

I have enquired of Ofgem on a matter of factual error on the Ofgem DD guidance leaflet. So far I I have had the automated acknowledgment. If I do not receive a personalised acknowledgement in 10 days or evidence of the factual error being corrected I guess I will need to employ "persistence":D

Who do you complain to about Ofgem?

backfoot

StevieJ wrote: »

Who do you complain to about Ofgem?

Hazarding a guess I would suggest the Secretary of State for Energy.

backfoot

jalexa wrote: »

I have enquired of Ofgem on a matter of factual error on the Ofgem DD guidance leaflet. So far I I have had the automated acknowledgment. If I do not receive a personalised acknowledgement in 10 days or evidence of the factual error being corrected I guess I will need to employ "persistence":D

One of them is wrong. What do EDF have to say about the discrepancy?

I think it is entirely appropriate for that to be taken up with Ofgem, if EDF maintain their position.

jalexa

backfoot wrote: »

One of them is wrong. What do EDF have to say about the discrepancy?

When asked, Edf explained their behaviour was a result of "billing cycle alignment" but there is (was) no such qualification in the Ofgem table.

But here is the latest hoot. Having made their 'annual review' (a short year for the reason above) they are unable to give a projection of annual consumption "because we do not hold 12 months of readings":rotfl:

This did not prevent an adviser "calculating" the missing summer quarter using pro-rata average consumption to date:(, which is about three times summer consumption. (Why did the adviser not have access to whatever figure is held on file? I have previously been informed there is a figure held. Unless that was also "calculated"):rotfl:

I guess I have "fitness for purpose" issues for CF.