1. Identify the Reason for Your Complaint
Before writing your letter, clearly define the issue with your energy supplier. Common complaints include:
- Billing errors (overcharges, incorrect meter readings, duplicate charges, etc.)
- Unexplained increase in energy costs
- Frequent power outages or supply issues
- Poor customer service or delays in response
- Failure to process refunds or account adjustments
- Problems with switching suppliers
- Incorrect application of tariff rates or discounts
Identifying the issue will help ensure your complaint is properly addressed.
2. Gather Important Details
To make your complaint effective, include:
- Your full name and account number
- The date and nature of the issue
- Your energy supplier’s name and contact details
- Copies of bills, meter readings, or previous correspondence
- Dates of any previous attempts to resolve the issue
- Evidence of incorrect charges or service failures (photos, statements, etc.)
Providing specific details strengthens your complaint and speeds up resolution.
3. Address the Letter to the Right Department
Send your complaint to the Customer Service Department of your energy supplier. If unresolved, escalate it to:
- The Complaints Team or Escalations Department
- The Energy Ombudsman (if the supplier does not resolve the complaint)
Check the supplier’s website for the correct complaint process.
4. Use a Professional and Clear Format
Your complaint letter should follow a structured format:
- Your Name
- Your Address
- Your Contact Information (Phone/Email)
- Date
- Energy Supplier’s Name and Address
- Subject Line: “Formal Complaint Regarding [Issue] – Account #[Your Account Number]”
A well-structured letter increases the likelihood of a prompt response.
5. Start With a Polite and Direct Opening
Begin with a polite and professional introduction.
Example:
“Dear Customer Service Team,
I am writing to formally raise a complaint regarding an issue with my energy account #[Your Account Number]. Despite previous attempts to resolve this matter, I have not received a satisfactory response, and I am now escalating this issue for further review.”*
Even if you are frustrated, maintaining a professional tone will increase the chances of a positive response.
6. Describe the Issue Clearly and Factually
Provide details about the problem, including:
- What happened? (Describe the issue in detail.)
- When did it occur? (Date, time, and relevant billing period.)
- How has it affected you? (Financial loss, inconvenience, service disruption.)
Example:
“On [Date], I received my latest electricity bill (Invoice #[Invoice Number]), which showed an unusually high charge of ₹[Amount]. Upon checking my meter reading, I found that the actual consumption was significantly lower. I contacted customer service on [Date] and was assured that the issue would be corrected, but my latest bill still reflects the incorrect amount.”
Stick to the facts and avoid emotional language.
7. Mention Any Previous Attempts to Resolve the Issue
If you have already contacted customer service, mention it.
Example:
“I first reported this issue on [Date] and spoke with [Representative’s Name], who assured me that an adjustment would be made. However, no action has been taken. I also sent a follow-up email on [Date], but I have not received a response.”
This shows persistence and that you followed proper steps before escalating the complaint.
8. State Your Desired Resolution
Clearly explain what action you expect from the energy supplier.
Example:
“I kindly request an immediate correction to my bill to reflect the accurate meter reading. Additionally, I would appreciate a response detailing what measures will be taken to prevent similar issues in the future.”
If you are seeking a refund, specify the amount and how you would like to receive it.
9. Request a Response and Set a Deadline
Ask for a formal response within a reasonable timeframe.
Example:
“Please provide a written response within 14 days outlining the steps being taken to resolve this matter. If no action is taken, I may have to escalate my complaint to the Energy Ombudsman.”
This encourages accountability and timely action.
10. Close the Letter Professionally
End with a polite closing statement.
Example:
“Thank you for your time and attention to this matter. I look forward to your prompt response and a satisfactory resolution.”
Use a formal sign-off:
Sincerely,
[Your Full Name]
Sample Complaint Letter to an Energy Supplier
[Your Name]
[Your Address]
[City, State, ZIP Code]
[Your Email]
[Your Phone Number]
[Date]
Customer Service Team
[Energy Supplier Name]
[Company Address]
[City, State, ZIP Code]
Subject: Formal Complaint Regarding Billing Issue – Account #[Your Account Number]
Dear Customer Service Team,
I am writing to formally raise a complaint regarding an issue with my energy account #[Your Account Number]. Despite previous attempts to resolve this matter, I have not received a satisfactory response, and I am now escalating this issue for further review.
On [Date], I received my latest electricity bill (Invoice #[Invoice Number]), which showed an unusually high charge of ₹[Amount]. Upon checking my meter reading, I found that the actual consumption was significantly lower. I contacted customer service on [Date] and was assured that the issue would be corrected, but my latest bill still reflects the incorrect amount.
I first reported this issue on [Date] and spoke with [Representative’s Name], who assured me that an adjustment would be made. However, no action has been taken. I also sent a follow-up email on [Date], but I have not received a response.
I kindly request an immediate correction to my bill to reflect the accurate meter reading. Additionally, I would appreciate a response detailing what measures will be taken to prevent similar issues in the future.
Please provide a written response within 14 days outlining the steps being taken to resolve this matter. If no action is taken, I may have to escalate my complaint to the Energy Ombudsman.
Thank you for your time and attention to this matter. I look forward to your prompt response and a satisfactory resolution.
Sincerely,
[Your Full Name]
Frequently Asked Questions
1. Where should I send my complaint letter?
Send your complaint to the energy supplier’s customer service or complaints department. If unresolved, escalate it to the Energy Ombudsman.
2. How long should I wait for a response?
Energy suppliers typically respond within 7-14 business days. If you don’t receive a response, follow up or escalate your complaint.
3. Can I file a complaint online?
Yes, most energy suppliers have online complaint portals or customer service emails where you can submit your complaint.
4. What if my supplier refuses to correct the issue?
If your supplier does not resolve your complaint within 8 weeks, escalate it to the Energy Ombudsman in your country.
5. Can I request compensation for poor service?
Yes, if your issue caused financial loss or significant inconvenience, you can request compensation in your complaint.
Conclusion
Writing a complaint letter to your energy supplier requires clarity, professionalism, and supporting evidence. Clearly describe the issue, request a resolution, and set a deadline for a response. Following these steps will increase the chances of receiving a prompt and fair resolution.