33E Procedures for dealing with complaints.

1

Each public gas supplier shall establish a procedure for dealing with complaints made by his tariff customers or potential tariff 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—

a

the public gas supplier has consulted the Council; and

b

the proposed procedure or modification has been approved by the Director.

3

The public gas 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 public gas 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 public gas 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.