REC Schedule 30 – Resolution of Consumer-Facing Switching and Billing Problems - REC Documents

REC Schedule 30 – Resolution of Consumer-Facing Switching and Billing Problems

History Print

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
Operational Contact	Response not received, or other required step not taken, within the timescales provided for in this REC Schedule.
Contract Manager	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.
REC Performance Assurance Board (PAB)	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	Domestic Suppliers Gas Non-Domestic Suppliers Electricity Non-Domestic Suppliers Gas Transporters Distribution Network Operators DCC	N/A
A. Erroneous Switches	Domestic Suppliers Electricity Non-Domestic Suppliers NHH	Gas Non-Domestic Suppliers Electricity Non-Domestic Suppliers HH & Unmetered
A. Switch Meter Read Problems	Domestic Suppliers NHH Electricity Domestic Suppliers Gas Electricity Non-Domestic Suppliers NHH	Gas Non-Domestic Suppliers Electricity Non-Domestic Suppliers HH & Unmetered
A. Crossed Meters	Domestic Suppliers Electricity Non-Domestic Suppliers Gas Transporters Distribution Network Operators Meter Equipment Managers	Gas Non-Domestic Suppliers
A. Duplicate RMP’s	Domestic Suppliers Electricity Non-Domestic Suppliers Gas Transporters Distribution Network Operators Meter Equipment Managers	Gas Non-Domestic Suppliers
A. Misdirected Payments	Domestic Suppliers Electricity Non-Domestic Suppliers	Gas Non-Domestic Suppliers
A. Debt Assignment	Domestic Suppliers	N/A

REC Schedule 29 – Address Management Previous REC Baseline Statement Next

Have a suggestion to improve this article?

Log in with your Portal account to leave us your feedback.