Distribution and supply companies are required to report their customer service performance in four main areas of service provision – measures of meter reading performance, billing, complaint handling and connecting new customers (or augmenting existing) to the network. There has been a shift from the Authority for Electricity Regulation undertaking audits to the companies being required to appoint independent auditors to conduct checks of accuracy, completeness, timeliness and evidence of customer satisfaction. energypeople has been working with three of the companies in our capacity as independent technical auditors.