REGULATION

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REGULATION

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Ofgem is to get tougher on utilities that fail to deal well with customer complaints. In a statement issued this month, the regulator said that companies will be audited on how they handle complaints and will face potentially heavy fines if they fail to meet new standards. The complaint-handling standards will come into force on July 1 and will apply to all complaints from domestic or small business customers. Failure to handle complaints properly could lead to a fine of 10% of turnover. Ofgem CEO Alistair Buchanan said: "We expect the new standards to add to customer confidence by underpinning the pressure that competition places on suppliers to treat customers well." A review by Ofgem of suppliers' current practices found significant variations in the quality of complaint handling.

机译：Ofgem将对无法很好地处理客户投诉的公用事业采取更严格的措施。监管机构在本月发布的一份声明中表示，将对公司处理投诉的方式进行审核，如果不符合新标准，则将面临巨额罚款。投诉处理标准将于7月1日生效，并将适用于来自家庭或小型企业客户的所有投诉。不正确处理投诉可能导致营业额的10％罚款。 Ofgem的首席执行官Alistair Buchanan表示：“我们希望新标准能够加强竞争给供应商带来的善待客户的压力，从而增强客户的信心。” Ofgem对供应商当前做法的审查发现，投诉处理的质量存在很大差异。

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《Power UK》 |2008年第170期|p.31-32|共2页
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