The Electricity (Standards of Performance) Regulations 1993

Charges and payments

10.—(1) This regulation applies where a customer informs a supplier—

(a) that the customer requests a change in the methods by which he makes payment to the supplier in respect of the supply; or

(b) of a query as to—

(i) the correctness of an account relating to the supply presented to the customer by the supplier (other than in circumstances in which regulation 9 applies); or

(ii) whether, in relation to the matter or matters described by the customer, any payment ought to be made to the customer and the matter is one to which these Regulations apply or appear to apply.

(2) Where this regulation applies the supplier shall, except in any of the circumstances described in paragraph (3), pay to the customer the prescribed sum if the supplier fails—

(a) in the case of a request under sub-paragraph (1)(a) and where the supplier does not expect to be able to approve the request, to dispatch a substantive reply to the customer within the prescribed period from the date of receipt of the information; or

(b) in the case of a query under sub-paragraph (1)(b), to dispatch a substantive reply to the customer within the prescribed period from the date of receipt of the information.

(3) The circumstances described in this paragraph are—

(a) each of the circumstances described in regulation 15;

(b) in respect of a query under paragraph (1)(b)(ii) that the supplier has previously dispatched a notice under regulation 14(2) relating to the matter; and

(c) that the customer gave the information to the supplier before 1st October 1993, that the information was not submitted in writing, and that the supplier was Eastern Electricity plc, Scottish Power plc, or Yorkshire Electricity Group plc.