Is there a dichotomy between these two different conduits?
  

  
Blastoise’s link seems to lead to a page for making a complaint. Perhaps OVO don’t expect ever to see positive feedback, but they certainly won’t see any unless they provide a way of submitting it. It’s also possible that a user has helpful suggestions or perhaps has noticed a typo or other inconsistency at the website, but there’s no obvious vehicle for feedback like this. There is a Contact us link on the home page, but it only leads to the help centre. Why?

I’m always confused when I see two different things with the same name.