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.energy-regulators.eu.
Any questions relating to this document should in the first instance be directed to:
