There was an almost 20 per cent rise in complaints from ESB customers in 2002, according to the annual report of the ESB customer complaints arbitrator.
Mr Denis Henderson said there were 268 complaints in 2002 with the ESB forced to pay out € 51,000 in ex gratia payments to 87 customers. The complaints covered a range of areas, including quality of supply, metering and billing with the majority of complaints upheld after investigation.
Mr Henderson said "one of the main reasons" for the increased level of complaints was an advertising campaign carried out on local radio which promoted awareness of his office and its services particularly among rural customers. He said the mention of his service on the back of ESB bills also helped to increase the complaint level.
His annual report contains several examples of complaints about quality of supply and quality of work, with some customers claiming that ESB was too slow responding to their needs. In one case a man was left waiting for five months before supply was connected.
In one of the most serious cases significant damage was done to a couple's home. A fault on an ESB transformer resulted in a major electrical "surge" being put through their phone system, television and main circuitry. "This resulted in damage to internal house wiring and to electrical and telecommunications equipment," noted the report.
"The customer and his wife had a very frightening experience through no fault of their own," it added.
An ex gratia payment, not disclosed in the report, was paid out by ESB.
In one case highlighted a blind customer complained about the work practices of ESB staff who were carrying out ducting as part of drainage project. She alleged that ESB failed to provide clearly defined pedestrian access and left a hole in the ground unfenced and unguarded.
"She also felt ESB staff were not properly trained in how to assist visually impaired members of the public in an acceptable way," said the report. However, the report noted that ESB responded to the woman's claims and gave their staff a presentation on dealing with visually impaired people.
Mr Henderson said people involved in the electricity industry had a good grasp of the current structure of the industry, but the public was not as up to date with recent changes.
"We know from contact with customers that many of them are not aware as yet that they now have two separate electricity organisations - the distribution system operators and their commercial supplier."
The report is now available on the following website address www.electricitycomplaints.ie
