Provision of complaint data for domestic and micro business customers

Ofgem have revised suppliers reporting arrangements for monitoring complaints and have issued, under Condition 5 of the gas and electricity supply licences, an enduring request for complaints information from gas and electricity suppliers covering domestic customers and micro businesses.

Suppliers must start recording complaints in accordance with Ofgem’s guidance from 1 July 2018 such that:

1. the first monthly submission (covering July) is due by 28 August; and
2. the first quarterly submission (covering Q3 2018) is due by 28 October 2018;
3. data submitted must cover white label providers operating under suppliers’ respective licences;
4. Ofgem expect suppliers to publish quarterly data on their websites within a week of submitting this data to Ofgem.