UKLPG, the national trade association for liquefied petroleum gas (LPG), has launched its new Customer Charter outlining the customer care principles agreed by all UKLPG members.
The charter sets out principles on cold weather priority delivery; support for customers with visual and aural impairments or of those in payment difficulties; policies on competition and switching; the importance of industry safety standards, and a dispute resolution process.
Peter Westwood, chief executive of UKLPG, said: “Our members are committed to providing outstanding customer care and take their responsibilities to their customers very seriously. For this reason, we have introduced our Customer Charter, setting clear expectations on service and ensuring consistency across the industry.”
Demand for the off-grid fuel is at its highest during winter and with LPG delivered via road, unexpected and severe weather conditions can cause disruption to normal delivery patterns.
Peter continued: “The industry works closely with the government, devolved administrations and local authorities during winter to ensure LPG can be delivered as efficiently as possible, whatever the weather, but the inclusion of this initiative demonstrates our dedication as an industry to ensuring our most vulnerable customers do not experience difficulties in colder weather.”