Watchdogs, such as energywatch, are set up to safeguard us consumers, but who watches the watchdogs?
Consumer watchdogs have two functions. They campaign for industry-wide changes, and they help individuals who need advice or have complaints. Some watchdogs don't simply watch, they take action. Others might more appropriately be called lapdogs. As there are so many dogs, I'm going to focus on just one: energywatch.
Campaigning for industry-wide changes
I'll start with energywatch's campaigning, because getting results through campaigns is something that I think that watchdogs often find difficult.
energywatch says: "We're a powerful voice for consumers and we use it to campaign for a better deal for households."
I gather from all the press releases I read from them that they certainly do have a powerful voice, which they use to bellow their discontent at the industry. They are a PR machine, in fact. They yell about how unfair gas prices are. They get a lot of coverage too, boosting awareness. The problem is that I see no significant changes arising from these cries.
energywatch has shouted a great deal about retail gas prices (the price we pay for gas) remaining high when the wholesale prices (the price suppliers pay) have fallen drastically for a considerable time. However, in my opinion, its shouts are ignored by the energy companies.
Other unresolved problems include direct debit overpayments (read Claim Back That Cash!) and a terrible service from suppliers almost across the board. We don't see much change happening there either.
The problem might be with its total lack of power to change the industry. It has the power to campaign, but not to change anything. This indicates that the bigger problem is further up the chain: with the regulator, Ofgem. Maybe we need a watchdog for the energy regulator?
Dealing with advice and complaints
energywatch appears to be much better at helping individuals than in getting results through campaigning. It says that in 2005 to 2006 it:
- Recovered £6.7 million for consumers in compensation and reduced bills
- Resolved 60,075 complaints, 84% in 35 working days and 95% in 66 working days
- Dealt with over 500,000 phone calls, letters and emails from consumers
- Delivered a service that 86% of consumers rated as good or excellent
To me, one of the better indicators that energywatch is fulfilling this role well is the lack of complaints from our board users. The majority of posts about the watchdog have been positive.
This is just as well, because this watchdog has no watchdog of its own. If you complain about energywatch, once you've exhausted all the options on its internal complaints procedure, your next recourse is to contact your Member of Parliament!
Complaining to energywatch about your supplier
If you have complaint (about your supplier, not energywatch) and your supplier hasn't resolved it to your satisfaction, you can contact energywatch. It lists its number as 0845 906 0708, but users of saynoto0870.com will prefer to use the cheaper number: 0207 654 9470. The textphone for deaf or hearing impaired consumers is 0845 7581 401. You can also visit their website and email them:
www.energywatch.org.uk
enquiries@energywatch.org.uk
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