Useful links and information
Energy
Ofgem - www.ofgem.gov.uk
Ofgem is the regulator for Britain's gas and electricity industries. Its role is to protect and advance the interests of consumers by promoting competition where possible and through regulation only where necessary. Applying this principle has resulted in great benefits for all gas and electricity customers. To build on these benefits, Ofgem's work focuses on the following areas:
- making gas and electricity markets work effectively
- regulating monopoly businesses intelligently
- securing Britain's gas and electricity supplies
- meeting its increased social and environmental responsibilities.
Ofgem's governance
Ofgem operates under the direction and governance of the Gas and Electricity Markets Authority, which makes all major decisions and sets policy priorities for Ofgem. The authority's role in the management of Ofgem is set out in its rules of procedure.
Ofgem's powers are provided for under the Gas Act 1986, the Electricity Act 1989, as amended by the Utilities Act 2000. It also has enforcement powers under the Competition Act 1998.
All customers have been able to change their gas or electricity supplier since May 1999. Since then, over 19 million customers have changed supplier, seeing significant savings on their energy bills. Average energy prices have fallen by 13 per cent in real terms since competition began.
The current rate of switching (38 per cent in electricity and 37 per cent in gas) is higher than in any other comparable industry.
Ofgem's role is to see that there are no barriers to effective competition. It continually monitors both the gas and electricity markets to ensure that companies do not act anti-competitively.
Ofgem seeks to ensure that competitive pressure is brought to bear on prices. For example, in March 2001 it introduced New Electricity Trading Arrangements (NETA) to replace the Electricity Pool, which had allowed generators to keep wholesale electricity prices artificially high.
As a result of the competitive pressures introduced by NETA and overcapacity in the generation market, industrial customers have so far saved £1.5 billion pounds and domestic customer's £500 million pounds in lower electricity prices.
energywatch - www.energywatch.org.uk
energywatch is the independent watchdog for gas and electricity consumers. They provide free, impartial advice on a range of energy issues. They also take-up complaints on behalf of consumers who are experiencing difficulty in resolving problems directly with their energy suppliers.
energywatch is working to ensure that all consumers can get the very best out of their companies, whether they use gas and electricity at home, or for their businesses. So whether you want to save money on your energy bills or you want to know more about the performance of each of the energy companies, the energywatch website is full of useful information.
Remember, if you don't feel that you are getting the service you deserve from your energy provider there are many alternative suppliers that you can switch to. Simply enter your details on to the SimplySwitch energy calculator to find who the best supplier for you is.
Home phone
Ofcom - www.ofcom.org.uk
Ofcom is the regulator for the communications industry. If you have a complaint about your telephone company and the company itself has not been able to resolve it for you, you can contact Ofcom who will investigate the complaint on your behalf.
Ofcom took over from Oftel (the former telecoms industry regulator) at the end of December 2003. Ofcom's remit extends to the whole UK communications industry and covers the duties that were previously the responsibility of the Broadcasting Standards Commission, The Independent Television Commission, Oftel, the Radio Authority and the Radio Communications Agency.
You can contact Ofcom for help and advice about your telephone service and to make a complaint about your telephone service provider. Due to its wide remit, you can also contact Ofcom to complain about TV programmes or adverts, bad TV or radio reception, or mobile phone masts. Ofcom also deal with applications for licences to operate a radio system, or make enquiries about a licence you already hold.
In order to raise a complaint with Ofcom about your telephone service provider, you must follow the Ofcom complaints procedure.
- Discuss the matter with your service provider. This should resolve the issue, but if it doesn't work...
- Make a formal complaint to your service provider. If your complaint is unresolved after 12 weeks, or you receive a letter saying that your complaint has reached deadlock, then...
- Before contacting Ofcom: make a complaint through an Alternative Dispute Resolution (ADR) Scheme. You can find details for this on the back of your phone bill. If your service provider is in the process of joining a scheme, or if you have complained through the ADR scheme and you're still not satisfied with the process then...
- Make a complaint through Ofcom. Contact details are listed on Ofcom's website.
Remember, if you don't feel that you are getting the service you deserve from your home phone service provider there are many alternative suppliers that you can switch to. Simply enter your details on to the SimplySwitch home phone calculator to find who is the best supplier for you.
Broadband
Ofcom - www.ofcom.org.uk
Ofcom is the new regulator for the communications industry. If you have a complaint about your internet service provider and the company itself has not been able to resolve it for you, you can contact Ofcom who will investigate the complaint on your behalf.
Ofcom took over from Oftel (the former telecoms industry regulator) at the end of December 2003. Ofcom's remit extends to the whole UK communications industry and covers the duties that were previously the responsibility of the Broadcasting Standards Commission, The Independent Television Commission, Oftel, the Radio Authority and the Radio Communications Agency.
You can contact Ofcom for help and advice about your internet service, and to make a complaint about your internet service provider. Due to its wide remit, you can also contact Ofcom to complain about TV programmes or adverts, bad TV or radio reception, or mobile phone masts. Ofcom also deal with applications for licences to operate a radio system, or make enquiries about a licence you already hold.
In order to raise a complaint with Ofcom about your internet service provider, you must follow the Ofcom complaints procedure.
- Discuss the matter with your service provider. This should resolve the issue, but if it doesn't work...
- Make a formal complaint to your service provider. If your complaint is unresolved after 12 weeks, or you receive a letter saying that your complaint has reached deadlock, then...
- Before contacting Ofcom: make a complaint through an Alternative Dispute Resolution (ADR) Scheme. You can find details for this on the back of your bill. If your service provider is in the process of joining a scheme, or if you have complained through the ADR scheme and you're still not satisfied with the process then...
- Make a complaint through Ofcom. Contact details are listed on Ofcom's website.
Remember, if you don't feel that you are getting the service you deserve from your internet service provider there are many alternative suppliers that you can switch to. Simply enter your details on to the Simply Switch broadband calculator to find who is the best supplier for you