Part I ELECTRICITY SUPPLY
Consumer protection: standards of performance
F142B Procedures for dealing with complaints.
(1)
Each public electricity supplier shall establish a procedure for dealing with complaints made by his customers or potential customers in connection with the provision of electricity supply services.
(2)
No such procedure shall be established, and no modification of such a procedure shall be made, unless—
(a)
the supplier has consulted the consumers’ committee to which he has been allocated; and
(b)
the proposed procedure or modification has been approved by the Director.
(3)
The 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 any public electricity 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 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.