C3C4C5C1C2 Part I ELECTRICITY SUPPLY
Pt. I modified (S.) (30.11.2005) by The Electricity from Non-Fossil Fuel Sources (Scotland) Saving Arrangements Order 2005 (S.S.I. 2005/549), arts. 1(1), 9
Pt. 1 excluded (30.12.2015) by The Port Talbot Steelworks Generating Station Order 2015 (S.I. 2015/1984), arts. 1, 7(2) (with art. 26)
Pt. I (ss. 1-64) applied (1.10.2001) by S.I. 2001/3264, regs. 4(2), 5(2)
Pt. I (ss. 1-64) amended (E.W.) (27.10.2000) by S.I. 2000/2727, art. 10
Pt. I (ss. 1-64) amended (7.11.2000) by 2000 c. 27, s. 105(1)(a); S.I. 2000/2974, art. 2, Sch. (subject to transitional provisions in arts. 3-12)
Pt. I (ss. 1-64) amended (E.W.) (1.10.2001) by S.I. 2000/2727, art. 10 (as substituted (1.10.2001) by S.I. 2001/3268, art. 2(13))
Consumer protection: standards of performance
F2F142B 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—
F3a
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
Pt. I modified (5.10.2004) by Energy Act 2004 (c. 20), ss. 184(12), 185(13), 198(2); S.I. 2004/2575, art. 2(1), Sch. 1