Annex 3b Code of Practice minimum standards on Complaints Handling Procedure
| Published date | 17 August 2022 |
| Year | 2022 |
| Energy Sector | Electricity retail |
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Annex 3b: Code of Practice minimum
standards on Complaints Handling
Procedure
This Code of Practice minimum standards outlines the minimum actions
required to fulfil the obligations detailed in the Condition 33 of the Electricity
Supply Licence and Condition 2.8 of the Gas Supply Licence and other
relevant licence conditions. This Code of Practice should be no more than two
clicks from the homepage on the supplier’s website.
Definition of complaint
“The expression (through various possible channels: letter, email, phone call
or physical claim) of a person’s dissatisfaction.”
Accessibility of Complaints Handling Procedure
a) The Code of Practice shall include arrangements by which the Licensee will
establish and operate an accessible, equitable and transparent, simple
and inexpensive complaints procedure which shall enable any person who
is being supplied with electricity or gas by the Licensee or has at any time
received a supply of electricity or gas from the Licensee, to bring and have
promptly dealt with any complaint he may have in respect of the Licensee’s
activities in providing such a supply.
The complaints procedure established and operated by the Licensee in
accordance with the Code of Practice shall as a minimum:
- specify the period, which may differ for different types of complaint but which
shall not be longer than three months, within which it is intended that
complaints will be processed and resolved;
- be made available to any person without charge;
- facilitate the fair and prompt settlement of complaints and disputes; and
- provide for a system, where required by the Authority under Condition 29 of
the electricity licence and under Condition 2.20 of the gas licence or
otherwise warranted, of making a reimbursement and/or compensation
payment to complainants. (Condition 33, 2 & 3, Electricity, Condition 2.8.2
and 2.8.3 Gas)
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