ESB pays out €50,000 over estimated bill complaints
In his annual report published today, the current arbitrator, Denis Henderson, said metering complaints rose dramatically last year and would continue to rise “unless corrective action is taken” by the ESB.
Mr Henderson said ELCOM received more than 2,000 complaints in 2003. This was a 5% increase on 2002. The ESB paid out almost €50,000 in ex gratia payments to customers last year.
ELCOM resolved 261 formal complaints, an 8% rise on the previous year.
Nearly 80% of formal complaints related to network services to customers and estimated bills remained a persistent complaint area.
“Metering complaints related primarily to estimated billing and customers’ suspicions that their meters were not recording accurately.
“Our investigations have satisfied us that the ... standard meters are very reliable and accurate and customers’ difficulties relate to mainly to estimated billing.”
Mr Henderson said the best way for the ESB to help resolve this was to encourage customers to read their own meters and phone in the results.
In 2003, ex gratia payments or account credits totalling €47,819 were made to customers in respect of 87 resolved complaints.
75% of formal complains were upheld by ELCOM last year. The number of new formal complaints received during 2003 was 282. In addition, there were 34 cases carried forward from 2002 as they were unresolved at the end of the year.
The report also notes quality of supply problems remained the most persistent complaint category.
“However, despite increased network customer numbers and the heavy Network Renewal Programme, it is encouraging to note that complaints in this category dropped by 11% in the last year.”
Mr Henderson said in view of the fact that 77,000 new connections were made last year, it was a tribute to the ESB that relatively few complaints in this category were referred to ELCOM.
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