ERSE publishes performance indicators for network operators and retail suppliers in customer service
01/08/2025
ERSE - the Energy Services Regulatory Authority has published the first part of its 2024 Annual Commercial Service Quality Report, which covers the performance of network operators and retail suppliers in terms of customer service and response to requests for information and complaints.
This new format, which separates the annual data into multiple documents, enables each topic related to the quality of the commercial services provided by operators to be developed in greater detail.
The remaining documents will be published shortly, and ERSE will publish an overall summary by 15th of October.
Regarding the 2024 indicators on the performance of network operators and retail suppliers in customer service, it is evident that face-to-face services continue to perform well overall, as in previous years. It was also found that the vast majority of customers have access to this service.
In commercial telephone service, all analysed indicators across all companies improved compared to the previous year, particularly among distribution network operators. Despite the measures already implemented by companies to address this issue, there were still some breaches of the regulatory standard.
The overall figures for responses to requests for information remain positive, as in 2023, reflecting the high level of service perceived by customers as a whole.
The number of retail suppliers complying with the regulatory standard increased. The vast majority of complaints were answered on time, which is in line with recent years. Only 2% of complaints required intervention from ERSE, demonstrating the effectiveness of companies' responses.
The interactive panel 'Commercial Service Quality' provides a comparison of the main indicators for different years.
