RWG Customer Complaints sub-group
Chair - Lissa Wood (Wave Utilities)
Purpose
To ensure a consistent customer-first approach to the market, including how customer complaints are handled by trading parties.
Objectives/Outputs
- A customer complaints Good Practice Guide to encourage a consistent and collaborative market approach to handling customer complaints, reducing complexity for retailers and customers and ensuring the right routes are followed to achieve a positive customer outcome
- A Memorandum of Understanding for retailers and wholesalers to set out their respective responsibilities in resolving complaints that have a wholesaler-related component.