Electric Ireland Cuts Disconnections by 60% and tops CER customer satisfaction survey
The Commission for Energy Regulation (CER) has announced that Electric Ireland has come out on top in its recent energy market consumer survey with 92% of customers satisfied. Topping the company's previous high of 83% in 2011 and beating its main competitors. On top of this the CER's statistics reveal Electric Ireland is also bucking the disconnections trend, driving down disconnections by more than 60% in Q1 of 2012. This is in stark contrast to competitors, all of which have seen disconnections ramp up in this period, some by as much as four times.
Commenting on the CER results, Michael Culloty, National Development Officer for Social Policy and Communications at MABS said: "Early intervention is the key for those struggling with energy bills, particularly for those on lower income, agreeing affordable and realistic repayment plans is imperative. Overpromising and being unable to deliver on aggressive timelines is not a solution for either party."
On the encouraging disconnection numbers he added: "It is a positive move to see any lessening of
disconnections. We would like to see energy providers distinguishing between those who won't pay and those who simply can't pay and using disconnections as a last resort."
In these difficult economic times, Electric Ireland has been working with its customers to do just that.
The focus has been firmly on early intervention for those experiencing difficulty. Through a combination of installing Pay as You Go (PAYG) meters and payment arrangement plans Electric Ireland is helping customers in difficulty to better manage their bills and avoid disconnection. These practical solutions mean that for many customers disconnection need no longer be a reality.
Liam Molloy, General Manager at Electric Ireland said; "We are pleased that the practical solutions we have come up with for our customers are working and disconnections are down, and satisfaction levels are up. We have found that actively engaging at an early point in the debt cycle is key and helping customers to manage their bills and find practical solutions to their repayment issues is mutually beneficial."
These options are proving very attractive to customers. Up to end June 2012, Electric Ireland had agreed more than 130,000 payments plans with customers in difficulty. The company is also actively promoting PAYG meter installations to customers experiencing difficulties and has so far installed approximately 5,500 meters to date, averaging approximately 350 per week.
For practical hints and tips on how to conserve energy consumption, please visit www.esbelectricireland.ie
Article Published: 03/08/2012