Three of the big six energy suppliers have attained the gold standard in Energy UK’s annual Billing Code audit.
The Billing Code is a voluntary scheme that currently only includes the big six, other suppliers can apply however.
It aims to drive improved standards of performance and to provide a common framework around which energy suppliers can build better processes and controls.
The trade body announced yesterday (21 August) that EDF retained its gold standard while British Gas and Eon, both of which achieved silver last year, also achieved the highest award.
Npower and Scottish Power both were awarded silver while SSE attained bronze.
Suppliers participating in the voluntary scheme are judged against four key commitment areas: switching, meter reading, energy bills and statements as well as payments and refunds.
The audit, carried out by PwC, shows in the majority of cases suppliers have “robust billing processes and controls” in place which enable them to bill their customers accurately.
PwC found that the Billing Code governance framework, which suppliers use to ensure compliance with the code, has helped them to identify billing issues before they became a serious problem.
Tina Tietjen, independent chair of the Billing Code, said: “It’s great to see Billing Code members maintaining or improving their performance against the stringent criteria of the audit process with three suppliers achieving the highest gold standard.
“Clear, accurate and up to date billing is obviously important for customers so today’s results are very encouraging. I look forward to seeing Billing Code members build on this performance and improve standards still further.”
Responding to the results of the audit an EDF Energy spokesperson said: “EDF Energy works hard to provide customers with the highest standard of customer service.
“We know how important accurate billing is to customers and we’re delighted to be recognised for our efforts by retaining our gold rating for 2019.”
Chris Thewlis, Npower’s customer services director for home and business, said:“Npower is delighted to be awarded with a silver classification for 2018’s performance against the code of practice for accurate bills, accurately reflecting the progress made in improving process and system structures for its customers and people.
“This is also supported by the improvements made in the latest industry complaints performance with Npower now ranking overall third position of the larger energy suppliers.
“Npower strives to deliver excellent customer service and is on track with plans to further develop and strengthen its 2019 position.”
An SSE spokesperson said: “We are pleased we have been awarded a bronze standard in this year’s voluntary Billing Code audit.
“We will continue to make improvements to our billing as part of our overall focus on customer service; for which we are ranked the best energy supplier by Citizens Advice.”
Meanwhile Matthew Vickers, chief executive at the Energy Ombudsman, said:“Billing is a key issue for consumers, as demonstrated by the fact that it continues to be by far the biggest driver of complaints that come to us.
“This is perhaps to be expected, given that sending a bill is still the main touchpoint that a supplier has with its customers, but it nevertheless illustrates the importance of getting billing right.
“It’s good to see the big six focusing on making billing improvements, but a growing proportion of the billing complaints that we handle are about smaller suppliers, so it would be interesting to see a comparable audit of this part of the market.
“We are keen to work collaboratively with any supplier, big or small, that wants to improve its billing processes and resolve more billing complaints in a timely and effective manner.”