Code of Practice for Accurate Bills

More documents

Recommendations

Info

Support for vulnerable customersAdvice, enquiries, complaints and disputes6. Support for vulnerable customers7. Advice, enquiries, complaintsand disputesSuppliers take great care to avoid disconnectingvulnerable customers as a result of debt.6.1 Energy Suppliers have agreed to protect vulnerableconsumers under the arrangements described in theEnergy UK Safety Net. Please refer to the Energy UKwebsite for more details on the Safety Net.Suppliers will provide advice and information tocustomers to help them better understand theirenergy bills. Suppliers will advise customersof their complaints procedure and the disputeresolution service.7.1 Suppliers will provide information and advice on theproducts, services and payment methods they haveavailable to make sure you are able to make an informedchoice.7.2 If you receive a bill / statement that you do not understandor you wish to query, you should contact your supplier,who will, provide an explanation or if necessary orappropriate, reissue the bill.7.3 Suppliers will aim to resolve any issues the customerraises to their satisfaction, reviewing the individualcircumstances of each complaint.11 12
Terms and definitionsTerms and definitionsBillDocumentation issued by the Supplier to a customer notifyingcharges due to be paid and payments received against this account.Back BillingFrom 1st July 2007, where a supplier is at fault in not billing adomestic customer, they will not send a bill which includes unbilledenergy consumed more than 1 year previous to the bill being issuedDomestic customerA customer who uses a supply of gas or electricity is consumedwholly or mainly for a domestic purpose. .Priority Service Register (PSR)Is a register of customers who are of pensionable age, have sight orhearing difficulties, disabled or chronically ill.RStatementA document issued to a customer that details their energy usage,payments made and other pertinent information.RSupplierThe party undertaking to supply a service or services for whichperiodic billing is made and includes any agent acting on behalf ofthe SupplierValid readingA reading that is acceptable to the both the customer and theSupplier.Vulnerable customerA customer who for reasons of age, health, disability or severefinancial insecurity is unable to safeguard their personal welfare orthe personal welfare of other members of the householdWorking DaysMonday to Friday excluding bank holidays13
Page 1 and 2: Code of Practice forAccurate Bills
Page 3 and 4: Background GuidanceJoining, leaving
Page 5: Paying your billBack Billing4. Payi

Code of Practice for Accurate Bills

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?