Customer Supply launches new Customer Charter and Codes of Practice

The CER recently launched the Customer Charter and Codes of Practice for all Supply Companies. ESB Customer Supply's Charter makes seven customer pledges with the assurance of a payment should these promises not be met. The Charter demonstrates ESB Customer Supply's commitment to customers and it shows how serious the business is about providing the best possible service to its customers.

The Codes of Practice are also similarly indicative of ESB Customer Supply's commitment to service. They outline service standards in relation to four of the main customer facing activities i.e. Marketing, Complaints, Billing and Special Services. A couple of examples are present under the Special Services Code, it has become more important than ever to keep the Register of Customers with special requirements accurate and up-todate.

Another is that under the Complaints Code, ESB Customer Supply is now obliged to clear all complaints and queries within the Charter timeframe to avoid cost penalties. Full details are available on www.esb.ie/home/customercharter Since the launch by CER, ESB Customer Supply has sent all its Business and Residential customers a hardcopy of the Customer Charter with the April/May bill. Although the Codes of Practice were not sent to all Customers, they are however readily available from the NCCC, by downloading from the web or by emailing service@esb.ie.