In December, npower CEO Paul Massara made an apology to all affected customers, and sanctioned a payment of £1 million to good causes as part recompence. He also made a commitment that no customer would be left out of pocket as a result of billing failures.
Last November, npower signed a seven-year £120 million deal with Capita to provide both front office customer management and back office services, commencing in early 2014.
It is not the first time the energy supplier has warranted a bad press. In 2011, npower was accused of breaching the Communications Act 2003 over dropped calls to customers, which were made repeatedly due to a glitch in call centre telephone systems.
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