Manx Utilities 'complacent and dismissive' in handling customer's complaint

Tynwald Commissioner for Administration finds several instances of maladministration

Manx Utilities' handling of a complaint from a customer has been described as 'complacent', 'dismissive' and 'betraying a lack of respect for the complainant's concerns' by the ombudsman.

The Tynwald Commissioner for Administration found there had been several instances of maladministration after an individual raised concerns about their bills.

The customer contacted Paul Beckett after raising a complaint with Manx Utilities about missing bills and concerns over their meter readings.

They complained about the way the matter was handled, but an internal review by MU found there was no evidence to support the complaint.

Mr Beckett disagreed, describing a failure to address the possibility of a faulty meter as procedural maladministration.

Another area of maladministration included the refusal to acknowledge complaints made by any means other than through an online web form, which Mr Beckett said was overly bureaucratic.

The ombudsman also highlighted the internal investigation by Manx Utilities, which was carried out by one of the body's directors.

He found that the report was made from a purely subjective standpoint, and refused to acknowledge reasonable questions from the complainant.

He described the response as having a 'complacent, dismissive tone' and showing 'a lack of respect for the complainant's concerns', which evidences maladministration.

In response, Manx Utilities acknowledged the findings and reaffirmed its commitment to 'continuous improvement'.

"We have already implemented enhancements to facilitate the early identification of complaints or issues. We will review our complaint investigation methods and handling procedures to identify any further improvements.

"To date, over 25,000 meters have been upgraded to smart meters, resulting in minimal formal complaints from customers. Manx Utilities manages thousands of interactions weekly through telephone, email, and face-to-face communications, making incidents of this nature extremely rare.

"We remain dedicated to providing exceptional service and ensuring the satisfaction of our customers."