We’ve issued a press release about the way that Pure Planet has been rated by Citizen’s Advice.
Our founders are unhappy that we’ve been given a zero rating for the way we handle complaints - simply because we don’t have an inbound call centre.
Citizens Advice has access to Pure Planet’s actual complaints data but hasn’t published it. If it had, it would show that Pure Planet has one of the lowest complaint levels in the energy industry, with a score of less than 6 complaints per 10,000 customers.
This would equate to a score of at least 4 stars in that category.
There are several reasons why we don’t have a call centre:
- We know that people don’t like spending ages on hold
- Call centres cost a lot of money and we’d like to keep our costs low and pass on savings we make to our Members - such as when we lowered our Membership fee last month
- WattBot, our app’s digital assistant, is always online and currently answers more than two-thirds of questions successfully and we’re working to improve on this
- Members can also message our team through WattBot and they always reply
- Twenty thousand of our Members are part of this brilliant community, supporting each other where we can
This is what Gillian Guy, chief executive of Citizens Advice, said: “We have seen too many companies who were completely unprepared to offer acceptable levels of service. A number of these have gone out of business in recent months, leaving customers worried, anxious and in some cases temporarily out of pocket.
“The regulator needs to take urgent action by tightening rules around supplier licences, monitoring existing firms more closely and enforcing standards where these aren’t met.
“Choosing a new energy supplier can be tricky for many people. Our star rating can help people make more informed choices about switching, not just going for the cheapest tariff.”
And this is what Pure Planet co-founder Steven Day said: “Judging a company on whether it has an inbound telephone line is outdated and unfair. We have been penalised for modernising consumer choice with a digital service and challenging what has become a staid energy market.
“While we welcome Citizens Advice’s energy sector support and applaud its work championing consumers and highlighting poor customer service, we strongly urge it to modernise and review its star rating methodology.
“Pure Planet is also deeply disappointed by the way Citizens Advice seems to be conflating a star rating with companies’ financial standing. It has been lobbying on these points for months and is using the release of its latest star ratings to repeat the same previously made points. These have no correlation with the results of its rating table.”
This is one of the topics we’d like to talk to Community members about later this month when several of you guys are coming to Bath for a day with the Pure Planet team :up: