UtilitiesToday's utilities industry is highly regulated – not only in terms of service provision but also with regard to customer complaints.
Charter UK can provide you with a suite of software to ensure that your complaint-handling procedures comply with industry regulations.
Our Charter Continuum system is flexible to your needs, with a variety of solutions available depending on the size of your business and the scope of your customer services.
It is adaptable to frequent regulatory changes and capable of providing detailed reporting to let you identify problems areas.
In March 2011, Ofgem announced a clampdown on the customer complaint-handling procedures of three of the UK's major electricity providers. Utilities need to show that they are committed to increasing customer satisfaction and providing quality services at reasonable cost without compromising levels of service.
Penalties for regulatory non-compliance can be severe, as can the damage to your brand reputation if major problems arise.
We have helped firms like Thames Water and Southern Water open up the channels by which customers can contact them, ensuring that responses exceed standards set by the industry regulator.
The key benefits of Charter Continuum in the utilities industry are:
- an efficient and cost-effective solution to your company's need to comply with industry regulation, cutting down the risk of penalty
- complaints and customer feedback handled in an open, constructive, transparent and fair manner
- a consistent yet adaptable approach to complaint and feedback management in a highly changeable regulatory environment.
Charter UK can also help utilities achieve the Customer Service Excellence accreditation, by providing data on the standard's five key categories - delivery, timeliness, information, professionalism and staff attitude.
More about Ofgem regulations on the Ofgem website