Ombudsman Schemes — Energy Sector in Germany, France, and the UK

This chapter provides an overview of the most successful ADR model in the EU for resolving consumer disputes: the ombudsman model. After introducing the differences and similarities of both public sector and private sector ombudsman schemes, a comparison of existing consumer ombudsman models in the energy sector in Germany, France, and the UK is offered. Drawing on an extensive empirical dataset of 981 responses to consumer satisfaction surveys of recent users of ADR in the energy sector, cross-national specificities in customer expectations and ombudsman procedures are compared. The ombudsman model is flexible, consumer friendly, and adaptable to changing consumer needs. However, currently no shared language, standards, or training exists in the EU. There is a real opportunity here, if the ADR Directive is used as an incentive to create a harmonized ADR landscape with streamlined procedures and outcomes, consistent terminology, and early management of consumer expectations.