UDL 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
When incorporating UDL 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 and one comprising the Constitution and Governance Charter.
UDL’s 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 UDL's voluntary Scheme.
UDL provides the Water Complaints Scheme. The Scheme rules set out the rules for water complaints
Current Water Complaints Scheme rules
UDL 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.
The Scheme rules (General and Scheme rules) 1 October 2018 - 31 March 2019 [675KB] This document allows Utilities Disputes to consider complaints about providers who are meant to join but haven't at the time we receive a complaint. It removes the exclusion preventing consideration of land complaints about retailers.
The Governance document (Constitution and Governance Charter) 1 October 2018 - 31 March 2019 [607KB] This document allows Utilities Disputes to consider complaints about providers who are meant to join but haven't at the time we receive a complaint. It removes the exclusion preventing consideration of land complaints about retailers.
The Scheme rules (General and Scheme rules) 1 November 2016 - 30 September 2018 [PDF 695KB] This document confirms the change from EGCC to Utilities Disputes.
The Governance document (Constitution and Governance Charter) 1 November 2016 - 30 September 2018 [PDF 616KB] This document confirms the change from EGCC to Utilities Disputes.
Scheme document 1 October 2014 - 31 October 2016 [PDF 635KB] This document confirms and clarifies the Commissioner's jurisdiction to consider complaints about LPG in cylinders.
Scheme document 17 June 2014 - 30 September 2014 [PDF 427KB] This document allows the Commissioner to consider indemnity disputes between members.
Scheme document 1 April 2014 - 16 June 2014 [PDF 606KB] This document made administrative changes related to the operation of the Board and the Scheme.
Scheme document 1 October 2012 - 31 March 2014 [PDF 366KB] This document made changes following an independent review of the Scheme in 2011.
Scheme document 1 April 2011 - 30 September 2012 [PDF 407KB] This document is dated 7 April 2011 because the amendments to remove the power of the Board to expel members came into force on that date. All other clauses in the document came into effect on 1 April 2011.
Constitution 1 December 2010 - 31 March 2011 [PDF 802KB] This document added jurisdiction for complaints about reticulated LPG.
Constitution 1 November 2010 - 30 November 2010 [PDF 820KB] This document made the changes associated with the passing of the Electricity Industry Act 2010.