ELCOM Annual Report highlights rising level of complaints

Elcom, the Independent electricity arbitrator, noted a seven per cent increase in formal complaints resolved in 2005. This figure is contained in ELCOM's annual report. A total of 247 formal complaints were resolved in 2005, compared with 230 in the previous year.

The increase in complaints centres mainly on the billing area, with 75 complaints resolved, 30 more than in 2004. A new billing structure was introduced by ESB in January '05 to allow for full-market opening, which took place in February 2005.

The amount paid out in payment or account credits for complaint resolution more than doubled in 2005. A total of €58,978 was paid out by ESB as a result of ELCOM judgements.

Commenting on the annual figures, ELCOM Arbitrator Denis Henderson said that while the trend of complaints was up, many areas have shown improvements. "The National Network Renewal Programme resulted in a reduction in the Quality of Supply complaints in 2005, a clear indication that customers are beginning to see the benefit of the infrastructure investment."

Mr. Henderson said he was pleased to note continued support from within all areas of ESB for the independent arbitration process.

ESB has a customer base of 1.9 million; the total level of contacts with ELCOM in 2005 was 4648. The National Contact Centre handled four million customer calls over the same period.