E.on bids to “reset” customer relations

E.on has launched a “fundamental review” of its products and the relationship it has with customers after admitting it and others in the energy sector have allowed a “situation of mistrust” to develop.

The supplier’s 28,000-strong customer panel will be used to assess its tariffs, bills, customer payment methods and sales methods.

It will also set up what it claims is an industry first “Independent Customer Council” involving business leaders, politicians, consumer groups and customers to advise on changes.

In a letter to customers, CEO Tony Cocker says: “As an energy company, we need to recognise that we’ve allowed a situation of mistrust to develop because much of what we do appears complex and confusing to our customers.

“We have not been transparent either about our costs and how much money we make, so it’s no wonder that as worldwide prices rise, customers have felt we were to blame.

“What we are doing is nothing less than pressing the reset button on our relationship with our customers, and this will give a new focus and a new drive to many of the things we do today.”

British Gas announced earlier today (24 November) that it will introduce simpler tariffs and more transparent bills as it looks to regain the trust of its customers.

All the major suppliers – British Gas, E.on, EDF Energy, Npower, Scottish Power and Scottish & Southern – have come under fire from consumers and Ofgem for above inflation price rises this year.

E.on says changes resulting from the review will be implemented on an ongoing basis.



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