In 2017, the Federal Service for Energy Ombudsman received a total of 5,797 complaints (5% more than in 2016 and 37% more than in 2015), of which 65.6% were complaints in Dutch, 34% in French and 0.4% in German. According to the Ombudsman Service, this steady increase in the number of complaints since 2015 can …
On 9 January 2018, the French National Energy Ombudsman organised a Morning discussion in order to review the two years of consumer mediation in France since the enforcement of the ADR Directive. In the opening, Claude Nocquet, President of the Commission of Evaluation and Control of Consumer Mediation (CECMC), presented the rigorous conditions that a …
Conclusions of the Morning Discussion on the 2 years of Consumer Mediation Read More »
Energy complaints fall to lowest point in three years 32% drop in complaints overall compared to 2015 £3.3m ‘handed back’ to consumers in financial awards made by the Energy Ombudsman The total number of complaints by domestic energy consumers fell by 32% last year according to data published jointly by Ofgem and the Energy Ombudsman …
Great Britain: Energy complaints fall by a third in 2016 Read More »
“Ombudsmen have a responsibility to engage stakeholders in building trust in the energy market” concluded Lewis Shand Smith, President of NEON, at the end of the workshop on “Designing a Consumer Code for New Energy Consumers” held on Wednesday, 10 February in Brussels and hosted in CEER premises. NEON presented its proposal for a Consumer Code, …
Conclusions on a Consumer Code for New Energy Consumers Read More »
Members of NEON, the National Energy Ombudsmen Network, handled together 72,462 energy-related disputes in 2014. In total, the Ombudsman Services (GB) handled 52,913 energy-related disputes; the French Médiateur National de l’Energie, 14,412; the Belgian Ombudsdienst voor Energie/Service de Médiation de l’Energie, 4,819 and the Catalan Sindic, El defensor de les persones, 318. In 2015, …
NEON: 72,462 energy-related disputes handled in 2014 Read More »
With the support of Dr Naomi Creutzfeldt, ESRC Research FellowFellow of Wolfson College Centre for Socio-Legal Studies, University of Oxford NEON finds policy-makers, companies, regulators, ombudsmen and ADR entities all have their role to play in managing consumer expectations and protecting them. All consumers are different and cannot be treated the same, and to be able to meet consumer needs, …
NEON provisional findings on the complaints of the future Read More »
NEON is the European network of independent, not-for-profit consumer dispute-resolution services and ombudsmen active in the energy sector. Our members have the public mandate to provide an easily-accessible and free-of-charge way to solve disputes between consumers and companies.
