Energy giant Npower faces an Ofgem ban on telesales unless it resolves late billing issues.
Ofgem has given the ‘big six’ supplier until the end of August to meet targets for reducing its bill backlog. Failure to do so will result in Npower ceasing all “proactive telesales” to new customers until the targets are met.
The energy watchdog also announced a wider investigation into customer service failings under its new standards of conduct.
Ofgem senior partner for enforcement, Sarah Harrison, said: “Ofgem has been monitoring Npower’s service closely and we have been increasingly concerned about the slow progress to tackle failings. Npower’s recovery plan has not delivered as far and fast as is necessary. Our analysis of complaints data also raises some serious concerns which will be thoroughly examined in our investigation.”
Npower CEO Paul Massara said: “We are committed to getting things right for our customers but recognise that despite the progress we have made our current billing standards have fallen short of where everyone wants them to be. We are happy to provide the assurances agreed with Ofgem, with whom we share the same objective of getting our customer service to where it needs to be. We will cooperate with Ofgem on the investigation they have announced.”