Energy firms service still not good enough

Dutch power firms still do not handle their customers’ complaints properly, the competition authority NMa said on Wednesday at the publication of its annual report on the energy market.

While there has been an improvement in complaint procedures, energy firms are still too slow to react and fail to keep promises to customers, NMa chairman Pieter Klalbfleisch said. Firms were given an average mark of 4.7 out of 10, compared with 4.3 out of 10 last year.
The NMa said it was considering taking action against several firms (Intergas/Dong, NRE/E.on and Oxxio) for failing to make sufficient improvements. Top scorer in the survey was Eneco, followed by Nuon. The report is based on a survey of 2,000 households.

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