NMa issues binding instruction Dong and E.ON for complaint processing

Energy companies Dong and E.ON must within two months make arrangements for bringing to order complaint-processing activities. In case of non-compliance, they may expect the Netherlands Competition Authority (NMa) to impose a fine. The energy companies both received a binding instruction from the NMa. These were issued on the basis of the NMa 's further investigation into the quality of complaint processing at a number of energy companies. Results found show that Dong and E.ON have not yet arranged for the adequate processing of complaints.

Dong and E.ON must specify in writing complaint processing procedures and implement these in their organisation. They are required to register complaints, compile complaint files and monitor complaint processing. Though E.ON provides for written complaint processing procedures, it must within two months fully embed these procedures throughout its organisation, as is also required of Dong. The NMa will in two months' time inspect whether the companies have complied with the binding instruction.

The third company investigated by the NMa – Oxxio – will not be given a binding instruction. The NMa found that Oxxio has substantially improved complaint processing procedures over the last few months, currently complying with statutory requirements.

Last May the NMa set up a second round of extensive investigations into the quality of complaint processing procedures. As part of investigations, the agency interviewed approximately 2,000 customers belonging to the ten major energy companies. In comparison to the first round of investigations, it was established that complaint processing procedures had improved. In three instances improvements proved insufficient or wholly lacking. The NMa, therefore, announced that these three companies would be subjected to further investigation into the cause of the low level of customer appreciation.

As the NMa sets great value on sound complaint processing procedures among energy companies, it will perform a third round of investigations into the quality of complaint processing procedures with the ten major energy companies in the coming year. Results will be forthcoming in mid-2008.

The two binding instructions available in Dutch only.