See also: REC
Schedule 30 - Resolution of Consumer-Facing Switching and Billing Problems
Background and context
The Consumer-Facing Switching and Billing Issues (CFSB) Schedule
sets out the rules and operational procedures for resolving problems
that may impact a Consumer’s experience of switching or the accuracy
of their energy bill.
The objective of the Schedule is to provide the framework for:
- affected parties to cooperate in a timely manner with the
minimum negative impact on Consumers; and
disputed or delayed resolutions between Energy Suppliers.
The Schedule consolidates previously separate procedures for the
resolution of these activities in the MRA and SPAA Transition Schedules.
From REC V3.0
go-live on 18 July 2022, the Resolution of Consumer-Facing Switching
and Billing Issues (CFBS) Schedule introduces an escalation route to
Manager for issues in the Secure Data Exchange Portal (SDEP). The
intention for this change is that the escalation procedure should be a
path of last resort and Suppliers will still be required to resolve
issues between themselves, however, the Code Manager will be
monitoring non-compliance and may escalate to the Performance
Assurance Board (PAB) where appropriate.
Code Manager Escalations
The Code Manager will be monitoring non-compliance through monthly
SDEP reports that are received from the SDEP Service Provider in the
first instance. The Code Manager will therefore have visibility of all
non-compliance, and individual instances do not need to be submitted
to the Code Manager in order for non-compliance to be visible.
There may be occasions where Suppliers wish to raise individual
escalations to the Code Manager, which can be raised by completing
the SDEP escalation form and sending to SDEPescalations@recmanager.co.uk. This
will be used to complement the information that the Code Manager
The expectation is not that the Code Manager will investigate
every escalation raised or be responsible for resolving the issue.
It will still be the responsibility of Suppliers to resolve the issues.
When escalations from Supplier are received, the Code Manager will
use this information in addition to the monthly reports from SDEP, to
assess performance and non-compliance. The Code Manager will then
consider if further intervention is required, such as the application
of Performance Assurance Techniques (PATs), or if the non-compliance
should be raised to the PAB.