Scheme rules
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Utilities Disputes operates the approved Energy Complaints Scheme under the Electricity Industry Act 2010, and the Gas Act 1992.
The Scheme rules (referred to, prior to July 2017 as the "Scheme document", and prior to April 2011, as the "Constitution") sets out the rules of the Scheme.
Complaints are considered according to the Scheme rules in place at the time the events giving rise to the complaint occurred.
Current Scheme rules
The Scheme rules (General and Scheme rules) 1 April 2019 [PDF 559KB]
Note
When incorporating Utilities Disputes to replace EGCC as the entity that formerly operated the Scheme, the rules were separated into two sets of documents - one comprising the General and Scheme rules for the Energy Complaints Scheme (above) and one comprising the Constitution and Governance Charter (below).
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Utilities Disputes' Telecommunications Complaint Scheme is a voluntary and independently operated scheme. It can only consider complaints against companies that choose to be members of the scheme. Contact is our first and currently only member.
Below are the Scheme rules and the Customer Service Code for Utilities Disputes' voluntary Scheme.
The Scheme rules (Telecommunications Complaints Scheme) [PDF 418KB]
The Customer Service Code (Telecommunications Complaints Scheme) [PDF 149KB]
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Utilities Disputes provides the Water Complaints Scheme. The Scheme rules set out the rules for water complaints
Current Water Complaints Scheme rules
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Utilities Disputes is the approved provider of the Broadband Shared Property Access Disputes Scheme (BSPAD Scheme) under the Telecommunications Act 2001. The Scheme rules set out the rules of the Scheme.
Current BSPAD Scheme rules
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