6 September 2007
Energy customers who have had trouble getting through on the phone to speak to someone about their utility bills are being asked to let Citizens Advice know.
The national charity is encouraging people to come forward to have their say on the problems they have experienced dealing with representatives from water, gas and electricity companies, as well as telephone, internet service providers and digital TV companies.
The organisation has set up an online survey, running throughout September, to gauge people's opinions on any problems they have encountered.This includes having to wait for a long time in order to speak to someone, only being able to contact an automated telephone system, and any costs associated with such delays.
Citizens Advice social policy officer Tony Herbert said: "Some people have been left hanging on the phone for a long time at great expense and have still not managed to talk to anyone.
"It's very frustrating, as well as costly. We want to find out what people really think about contacting utility companies and whether any difficulties they have experienced would make them consider changing companies.
"The results of the survey will also give us a clearer idea of how people have been affected and what they think should be done. Our survey will provide ordinary people with the opportunity to make sure their opinions are heard."
From 2006 to 2007, the Citizens Advice Bureau dealt with more than 88,000 problems relating to utilities and communications - with more than half of these problems relating to fuel suppliers.
According to figures from a recent Citizens Advice report, over one in three people claim to be dissatisfied when ringing telephone, gas, water and electricity companies.
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