Arbitrator settles 7% more ESB cases in 2005

The number of complaints against the ESB handled and resolved by the independent electricity arbitrator has risen by 7 per cent, according to his annual report for 2005.

The arbitrator, Denis Henderson, said there was a notable rise in the number of complaints about billing issues. There were 75 resolved billing complaints last year, but he said this should be looked at in the context of more than 11 million bills issued.

Mr Henderson runs Elcom, the body that handles complaints from businesses and consumers about the ESB. In 2005, 247 formal complaints were resolved compared with 230 in the previous year. The ESB paid out €58,978 as a result of Elcom judgements.

The number of people contacting Mr Henderson's office by telephone dropped in 2005 after the ESB upgraded its national customer contact centre, which handles complaints and feedback from customers.

The quality of electricity supply into people's homes and business - a regular source of complaint over recent years - now appears to be less of a problem. There were 80 formal complaints on this issue in 2004, but this has now dropped to 28. The ESB has invested billions in network renewal over recent years and this has helped the situation, the report states.

ESB has been connecting record numbers of customers and in 2005 it linked up 89,108 new homes or premises. Mr Henderson said it was "commendable" that so many connections had been undertaken with very little complaint to his office.

An emerging issue for many businesses, the report finds, is the maximum import capacity (MIC) available to customers. This effectively regulates the amount of power an office or industrial site can take in. The MIC represents the total electrical loading for which a connection is designed.

Mr Henderson said this was a significant new type of complaint. "They involve industrial and commercial customers and although still small in number, are usually complex and contentious," he said.

Overall the increase in complaints centred mainly on billing, with 75 complaints resolved, 30 more than in 2004. A new billing structure was introduced by ESB in January 2005 to allow for full market opening, which took place in February 2005. The amount paid out for complaint resolution more than doubled in 2005.

Commenting on the annual figures, Mr Henderson said while the trend of complaints was up, many areas had shown improvements.

"The national network renewal programme resulted in a reduction in the quality of supply complaints in 2005, a clear indication that customers are beginning to see the benefit of the infrastructure investment."

Mr Henderson said he was pleased to note continued support from within all areas of ESB for the independent arbitration process.