What are our obligations as an energy supplier in relation to the EHU?
Energy suppliers have an obligation under the Gas and Electricity Complaint Handling Standards (part 2 sections 8 and 9) to:
Allocate and maintain adequate resources for complaint handling which allow the supplier to received, handle and process complaints in an efficient and timely manner
Put in place appropriate arrangements to effectively deal with EHU complaints including urgent priority cases
In practical terms this means that the EHU must be able to speak to someone within your business who understands our remit and processes, when the Unit is open (Monday to Friday, 9am to 5pm, excluding some bank holidays). This is especially important when we receive priority cases that need to be dealt with immediately due to the risk of disconnection or need for reconnection.