Part I Gas Supply
Standards of performance
F233EF1 Procedures for dealing with complaints.
(1)
Each F3gas supplier who is authorised to supply gas to domestic customers and whose licence incorporates the standard conditions shall establish a procedure for dealing with complaints made by his F4domestic customers or potential domestic customers in connection with the provision of gas supply services.
(2)
No such procedure shall be established, and no modification of such a procedure shall be made, unless—
F2(a)
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
(b)
the proposed procedure or modification has been approved by the Director.
(3)
The F5gas supplier shall—
(a)
publicise the procedure in such manner as may be approved by the Director; and
(b)
send a description of the procedure, free of charge, to any person who asks for one.
(4)
The Director may give a direction to a F5gas supplier requiring the supplier to review his procedure or the manner in which it operates.
(5)
A direction under subsection (4) above—
(a)
may specify the manner in which the review is to be conducted; and
(b)
shall require a written report of the review to be made to the Director.
(6)
Where the Director receives a report under subsection (5)(b) above, he may, after consulting the F5gas supplier, direct him to make such modifications of—
(a)
the procedure; or
(b)
the manner in which the procedure operates,
as may be specified in the direction.
(7)
Subsection (2) above does not apply to any modification made in compliance with a direction under subsection (6) above.