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Customer service 'terrible' in the utilities sector - 05/02/2008

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The customer service record of the utilities industry is said by one organisation to be terrible.

Citizens Advice is calling for utilities firms to improve their customer service expertise, claiming that Britons are being left "hanging on the telephone" attempting to sort out their problems.

Some 32 per cent of people surveyed by the charity claimed to have spent more than 30 minutes on the telephone to their utilities firm, with "many" respondents unable to resolve their issue with one phone call and 27 per cent of people dissatisfied with the service they have received from utilities firms over the past 12 months.

Citizens Advice chief executive David Harker states: "Utilities such as gas and telecoms are essential services that people need in order to survive in the modern world. It is vital that people are able to contact their providers effectively when they have queries or problems."

Mr Harker called on the chief executives of all utilities firms but particularly BT and British Gas to investigate the charity's findings and work to improve the way in which they serve customers.

BT has this week unveiled changes to its pricing structure for landline telephone connections in a move that uSwitch.com predicted would get a mixed reception from its customers.

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