The AA has released data on the most common issues encountered by electric vehicle (EV) drivers when charging in public, revealing a need for greater support. The breakdown and recovery firm, which operates a charge post support service, currently collaborates with ten charge point operators (CPOs).
A dedicated team of call handlers, available 24/7, works to resolve any problems drivers experience at charge points, ensuring they can continue their journeys. In 2024, the service received over 7,000 calls monthly. The inability to start a charge and the charging cable becoming stuck were the two most frequent reasons for contacting the helpline.
James Starling, director at AA Business Services, commented on the findings: “As fleets transition to EVs, we’re seeing drivers face a broad mix of challenges at charge points. To ensure all EV drivers feel confident making journeys powered by electric, there needs to be advice and support available across the board, from OEMs to technology providers, infrastructure operators and everyone in between.”
Around 17% of the issues drivers have with public EV chargers were digital, rather than infrastructure-related. Queries about pricing, how to sign up for the app, and general app usage also ranked among the top ten reasons for calls to their charge post customer support service.
The top 10 EV charging issues, according to data from the AA’s customer service:
Source: the AA
The AA has also begun establishing specific breakdown cover agreements with CPOs. This service will enable a CPO to authorize breakdown assistance for drivers experiencing issues at their charge posts.
Starling added, “Our charge post support service is going from strength to strength. It’s making a real difference to driver confidence, providing the reassurance that there’s someone at the end of the phone who can help keep them on the road, whatever issue they’re experiencing. Importantly, it’s an ongoing support for our CPO partners too.”
Mandatory reporting of charge point helpline calls has been in place since the Public Charge Point Regulations came into effect last year.
