Consumer Services

In our services we seek the right balance between good services for all customers and extra attention wherever the situation demands.

Customer satisfaction
Consumer & Energy Supplier Code of Conduct
Complaints
Customer complaints officer
Cooperation with Municipal Health Departments
Debt assistance and disconnections

Customer satisfaction

The upward trend in customer satisfaction since the summer of 2005 continued in 2006. General customer satisfaction was 84%. The number of dissatisfied customers was extremely low at 3%. Satisfaction levels are measured once every six weeks by means of an extensive survey among customers. In 2006 extra attention was given to the satisfaction ratings for service. 66% of the customers who had contact with Nuon during the year were satisfied with the service they received. The ratings at the start and end of 2006 were, respectively, 62% and 73%. To further enhance the service, improvement processes are carried out on a continuous basis.

Consumer & Energy Supplier Code of Conduct

On 26 June EnergieNed presented a code of conduct outlining behavioural guidelines for different customer contact situations. The code provides guidance on customer acquisition, customer contacts and contract termination. Suppliers who apply the code seek to provide good information, adhere to honest and good customer acquisition procedures and handle supplier switches in a manner that is both clear and transparent for the consumer.

Nuon made an active contribution towards the realisation of the code of conduct. This was done at the instigation of the Retail section of EnergieNed, chaired by the Director of our Retail Customers Division Kjartan Skaugvoll. The code was signed by Nuon in 2006.

Complaints

In 2005 the complaints procedure underwent a review to make the process more transparent for customers. In the new procedure Nuon proposes a solution to the complainant within ten days. In 2006 we were increasingly able to avoid customer issues escalating to complaints. This was largely achieved thanks to the provision of improved customer training to our customer service staff. 86% of all complaints were handled within the time limit set by the complaints procedure. So there is still room for improvement. The number of complaints fell sharply. At the end of the year there were 40% fewer complaints than at the start of 2006.

Customer complaints officer

The customer complaints officer is the final link in the complaints procedure. If the customer and Nuon fail to arrive at an agreement, the customer can choose to take the complaint to the Disputes Committee, the court or the Nuon customer complaints officer. Arbitration by the customer complaints officer is free of charge. The customer complaints officer reviews the case to assess and form an opinion on Nuon’s handling of the complaint. Nuon has appointed the customer complaints officer in order to reduce the number of complaints that are taken to the Disputes Committee. Furthermore, the customer complaints officer advises on how the services can be changed to prevent complaints. In 2006 there was a substantial decrease in the number of disputes and hearings of Nuon complaints at the Disputes Committee. In the course of 2006 the number of complaints put to the customer complaints officer also decreased.

Cooperation with Municipal Health Departments

Nuon debt collectors who visit customers at home are regularly confronted with distressing situations involving psychosocial problems. People suffering from these problems are unable to look after themselves or other members of the household and require professional assistance.

Nuon is committed to ensuring that these customers are offered help. To this end, Nuon started in 2005 with the introduction of covenants with local municipal health departments. The covenants are intended to prevent the customer’s health and safety being put in serious jeopardy. Debt collectors attend an information session of the municipal health department so that they are able to recognise situations calling for intervention from the municipal health department. When a debt collector reports such a case, the municipal health department tries to pay a visit as quickly as possible and within two days at most. If the customer is then classified as a ‘person in need of services’, Nuon suspends all collection or disconnection measures. The municipal health department contacts official aid organisations such as the social services and debt assistance services to find a solution to the customer’s problems.

In 2006 covenants were concluded with the municipal health departments of Arnhem, Gooi- en Vechtstreek, Kennemerland, Amstelland de Meerlanden, Hollands Midden, Zaanstreek Waterland and Fryslan. A covenant with the municipal health department of Amsterdam was already concluded in 2005. In addition, talks are underway with eight other municipal health departments concerning the possible conclusion of a covenant in 2007.

Debt assistance and disconnections

Nuon seeks to avoid the occurrence of (problematic) debts in so far as possible. Whenever a collection procedure is started up, we offer the customers involved a repayment arrangement and advise them to contact the social services or debt assistance services. Disconnection following a collection procedure is an extreme measure which is not applied in cases of ‘persons in need of services’ or during the winter months. At the end of 2006 the ministerial decree on the ‘Disconnection of electricity and gas at small consumers’ took effect. This decree is designed to prevent disconnection of electricity and gas in the winter months as well as to pre-empt mounting payment arrears. We have also opted to apply this decision outside the winter months.

Cooperation with other institutions is essential for us to avoid payment problems leading to disconnections. In 2006 Nuon signed a number of partnership agreements to prevent new debts and to reduce the current debts of customers:

  • Covenant with the NVVK (Netherlands Association for Municipal Credit Banks) in which the signatories undertake to act more quickly on payment problems;
  • Letter of intent with the municipality of Zaanstad and five other organisations aimed at taking initiatives to help people who are at risk of debt problems; 
  • Letter of intent for cooperation to avoid problematic debts signed by the energy companies.

In 2006 the number of applications for debt assistance rose slightly compared to 2005. The number of disconnections decreased from 8,362 in 2005 to 8,017 in 2006.