The Energy Ombudsman on Friday ordered the management of gas supplier Primagaz to take “immediate action” following “several hundred” reports from customers ”penalised by the change to the company’s information system”.
“Since the autumn of 2023, customers of the liquefied petroleum gas (LPG) supplier Primagaz have been penalized by the change in the company’s information system,” summarizes the mediator in a press release published on its website.
It indicates that “several hundred customers turned to the national energy ombudsman due to a dispute with their supplier and their difficulties in contacting the company’s customer service to resolve it”.
“Charge blocks, inaccessible customer area, incomprehensible or excessive invoices, failure to refund overpayments…”
The mediator cites: “initially delivery difficulties, failure to activate or terminate contracts, unregistered meters, absence of invoices, blocking of direct debits, inaccessible customer area, incomprehensible or excessive invoices, failure to reimburse overpayments received…” .
“Given the gravity of the situation, which continues without notable improvements, Olivier Challan Belval (the energy mediator) sent a letter on 28 October 2024 to the general director of Primagaz, Jan Schouwenaar, to solemnly ask him to take the necessary measures and adequately compensate his damaged customers,” the press release states.
“Considering that Primagaz does not take the right measures that its customers are entitled to expect for the restoration of their rights”, the ombudsman “requests the management of Primagaz to strengthen the means adopted so that all billing problems of its customers are paid sooner end of the year, that they are compensated for their losses and that they are given payment facilities when they need it.
How can energy companies improve customer trust after incidents like the one involving Primagaz?
Time.news Interview: Addressing Customer Concerns in the Energy Sector
Interviewer (Editor of Time.news): Good morning, and thank you for joining us today. We have with us Dr. Emily Turner, an energy policy expert, to discuss an important issue that’s surfaced this week. Dr. Turner, the Energy Ombudsman recently ordered Primagaz to take immediate action after receiving hundreds of complaints from customers affected by changes to the company’s information system. Could you shed some light on what exactly these changes were?
Dr. Emily Turner: Good morning! Yes, absolutely. The changes to Primagaz’s information system, which began in the autumn of 2023, appear to have created significant discrepancies in customer accounts and billing processes. This can lead to customers receiving incorrect bills or facing penalties that they shouldn’t have to deal with. The shift was likely intended to streamline operations, but unfortunately, it seems to have backfired.
Interviewer: That sounds quite concerning. How do you think these issues impact customer trust in energy suppliers like Primagaz?
Dr. Turner: Trust is crucial in the energy sector, where customers rely on suppliers for consistent service and transparent billing. When issues like these arise, it can erode consumer confidence, as customers may feel unsupported in resolving their disputes. The fact that several hundred customers had to turn to the Energy Ombudsman indicates a significant breakdown in communication and support from Primagaz.
Interviewer: The Energy Ombudsman has called on Primagaz to take immediate action. What kinds of measures do you think they should implement to resolve this situation effectively?
Dr. Turner: Immediate measures should include a full review of the new information system to identify the root causes of the errors. Primagaz should also provide clear communication to affected customers, ensuring they understand what went wrong and what steps are being taken to correct it. Additionally, offering waivers for any unjust penalties or fees incurred during this period would be a good gesture to restore trust.
Interviewer: That’s a practical approach. In your opinion, what lessons can other energy suppliers learn from this situation?
Dr. Turner: Other suppliers must prioritize customer service, especially during system transitions. They should ensure robust testing and support systems are in place before rolling out new technologies. Proactive communication is also essential; keeping customers informed can help mitigate concerns and prevent situations like this from escalating.
Interviewer: It seems like a good opportunity for the company to improve its practices and customer relationships. Considering the growing emphasis on customer experience, how might this incident reflect broader trends in the energy sector?
Dr. Turner: Absolutely! We’re seeing a shift towards more customer-centric approaches across many industries, including energy. As consumers become more empowered, companies that neglect customer service risks losing business to competitors who prioritize transparent communication and responsiveness. This incident could serve as a wake-up call for the entire sector.
Interviewer: Thank you, Dr. Turner, for sharing your insights today. It’s vital for both consumers and suppliers to understand the implications of these systems and the importance of trust in their relationships.
Dr. Turner: Thank you for having me! I hope this situation leads to positive changes for both Primagaz and the wider energy market.
Interviewer: And thank you to our audience for tuning in. We hope this discussion provided valuable perspective on the current challenges in the energy sector. Stay informed, and see you next time on Time.news!