Inaccurate energy bills still plaguing consumers says Citizens Advice: Use Dyball's Energy Billing Solution to reduce errors
Citizens Advice has slammed the worst performing energy suppliers for continuing to plague electricity and gas consumers with inaccurate energy bills and has warned that many energy suppliers are continuing to not respond to customers complaints.
Inaccurate Energy Billing
Citizens Advice said that there was a clear divide between the best and worst performing energy suppliers in the UK in the first quarter of 2021 with some companies who previously had good records when it came to customer support and energy billing slipping dramatically.
It has also warned of a race to the bottom amongst the energy suppliers it has placed at the bottom of its best and worst performing supplier list.
The most common issue of concern was inaccurate energy billing, a long time issue in the industry, and highlighted that the worst performing suppliers failed to provide accurate bills for 15% of their customers.
"Energy suppliers produce millions of energy bills each year and in the rare cases where errors are made, they need to be fixed quickly. Suppliers are striving to improve service and maintain standards. The introduction of smart meters would bring accurate bills, as well as more choice, control and visibility to consumers over their energy use,” said a Energy UK spokesman.
Also read: Energy Billing – How does it work?
Lack of communication
Exacerbating the issue of inaccurate energy bills is the fact that many customers are finding it next to impossible to contact their energy supplier.
Looking at several companies’ social media accounts it’s clear that many are still automating their customer services or have stayed with decreased staff numbers caused by the Covid-19 pandemic.
Almost every day the social media feeds of some of these suppliers is filled with often desperate customers pleading with them to respond to queries or to resolve issues.
“All companies have a responsibility to deliver the best possible service to their customers and it is disappointing to see such a wide chasm between those who are taking this seriously and those who are not. When customers with billing errors are unable to contact their supplier for help, it can cause immense stress. These problems are even worse for those who are already worried about money,” said Clare Moriarty, chief executive at Citizens Advice.
Also read: Energy Supplier Customer Satisfaction fell to an all time low in Q1 2021 says Ofgem data
Reducing Energy Bill Errors with Dyball Associates Energy Billing Solution
Energy suppliers can reduce energy billing errors and streamline the billing process by using a energy billing software and CRM system. Dyball’s solution allows an energy supplier to also deliver a better customer experience as well as reduce the chance of errors.
The main benefits of using a CRM include:
- Minimise the need for manual interaction reducing the chance of manmade errors
- Deliver a seamless customer experience
- Get things right first time
Dyball Associates energy supplier CRM system incorporates an energy billing system that allows the scheduling and ad hoc bill production to the suppliers branded billing templates.
Bills can be run via automation through the system and any errors and exceptions are quickly identified and quarantined to be resolved by the billing team.
In short, our CRM helps an energy supply business automate their billing and collection processes.
Further Reading
Good Energy vs Bulb Energy: Good Energy CEO calls out Bulb’s Renewable Energy Claims
65% of domestic UK energy customers are now supplied by Green Energy Suppliers
Dyball Associates are proud to help new supply businesses successfully launch in the UK market.
Through our energy market consultancy services, and the software we've developed, we're supporting new UK electricity and gas suppliers get set up and start supplying.
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