Scheme rules
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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
The Scheme rules (General and Scheme rules) 1 April 2019 [PDF 559KB]
The Governance document (Constitution and Governance Charter) 1 April 2019 [PDF 475KB]
Note
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.
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UDL provides the Telecommunications Complaints Scheme. The Scheme rules set out the rules for telecommunication complaints. UDL also provides the consumer service code, which sets out the levels of customer service members must provide their customers.
Current Telecommunications Complaint Scheme rules
The Scheme rules (Telecommunications Complaints Scheme) [PDF 418KB]
The Customer Service Code (Telecommunications Complaints Scheme) [PDF 149KB]
The Governance document (Constitution and Governance Charter) [PDF 616KB]
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UDL provides the Water Complaints Scheme. The Scheme rules set out the rules for water complaints
Current Water Complaints Scheme rules
The Scheme rules (Water Complaints Scheme) [PDF 699KB]
The Governance document (Constitution and Governance Charter) [PDF 616KB]
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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.
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