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Systemic Reports

Our work to resolve utility complaints sometimes gives us the opportunity to identify and resolve systemic issues. 

This is part of our objective to prevent, educate, and resolve. We work with providers to eliminate systemic issues when they appear, and publish our findings to prevent those issues from reoccurring - raising the standard of the service utility companies provide, and leading to better outcomes for everyone.

 

Systemic Insight Reports

What is a systemic issue?

A systemic issue is an issue that has the potential to negatively affect a number of consumers. A systemic issue can come from a single complaint or can be identified as a trend.

Systemic issues can often be process-driven, as this means it could impact a high number of consumers.

 

What do we do about systemic issues?

UDL identifies systemic issues through complaints - either by receiving the same type of complaint several times, or during the investigation of a complex complaint.

When we do identify a systemic issue, the first step is always to alert the provider. We may also pass on anonymised details to the relevant regulatory body, so they can consider if further steps are required to stop this issue across the industry.