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REC Schedule 30 – Resolution of Consumer-Facing Switching and Billing Problems
See also: REC Schedules
The Consumer-Facing Switching and Billing Problems Schedule (CFSB) sets out the obligations and the operational processes for resolving consumer issues that may impact on a consumer's experience of switching or on the accuracy of their bill. The Schedule provides a framework for affected parties to work together to resolve problems with the minimum impact on the Consumer and a process to resolve disputes or delayed resolutions.
You can access this schedule with a Portal account on the Energy Market Architecture Repository (EMAR).
Escalation Processes
Where a Party is obligated to comply with a relevant operational procedure they must provide operational contacts to the Code Manager to support the resolution of issues covered by this Schedule. The Schedule details the process for escalation which are summarised as follows
Escalation Route | Pre-Conditions |
Response not received, or other required step not taken, within the timescales provided for in this REC Schedule. | |
After five Working Days of escalating the issue to the Operational Contact. | |
Code Manager |
The Party may notify the Code Manager after five Working Days of escalating the issue to the Contract Manager. |
As agreed between the Code Manager and the REC PAB. |
Relevant Operational Procedures
The Schedule details the Operational Procedures that are covered and the Party type that is mandated to each Relevant Operational Procedure. For each process, the Schedule defines the description of the problem, the resolution outcomes and the resolution process. The following table highlights each of the sections and the relevant parties that the obligations apply to.
Party Type |
Mandatory |
Voluntary |
A. General Obligations |
| N/A |
A. Erroneous Switches |
|
|
A. Switch Meter Read Problems |
|
|
A. Crossed Meters |
|
|
A. Duplicate RMP’s |
|
|
A. Misdirected Payments |
|
|
A. Debt Assignment |
| N/A |