UK Statutory Instrument SI 2015/1544 United Kingdom

The Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015

Read it on legislation.gov.uk (opens in a new tab)
Enforced by
Ofgem
Status
In Force
Penalty ceiling
Regulated

Does it bind you?

Business-side roles with duties under this instrument.

Distributor10

Other Acts binding the same actors

If a role above is yours, these are the other instruments that most often bind it.

Distributor — also bound by 182 other Acts

What it requires

Regulations creating concrete business duties or carrying penalties, grouped as the instrument is structured. Titles link to the source text — blue means you’re leaving for legislation.gov.uk.

s.003 Appointments Regulated
  • Offer and keep appointments for customer premises visitsDistributor
s.004 Faulty meters Regulated
  • Investigate and fix faulty meters within 5 working daysDistributor
s.005 Faulty prepayment meters Regulated
  • Respond to faulty prepayment meter reports within 3–4 hoursDistributor
s.005 Investigation of smart meters not operating as intended Regulated
  • Investigate customer reports of faulty smart meters within 5 working daysDistributor
s.006 Reconnection Regulated
  • Reconnect gas or electricity supply within 24 hours after payment or repayment planDistributor
s.006 Provision of a final bill Regulated
  • Issue final bill within 6 weeks when customer leavesDistributor
s.006 Credit balances Regulated
  • Refund outstanding credit balances within 10 working days of final billDistributor
s.007 Distributed payments Regulated
  • Pass on distributed payments to customers within 10 working daysDistributor
s.008 Suppliers’ payment obligations Regulated
  • Pay £40 compensation for missed service standards within 10 working daysDistributor
s.010 Statement of obligations Regulated
  • Maintain and provide a statement of performance standardsDistributor
27 other provisions — procedural and definitional
s.001 Citation, commencement, transitional and savings provisions
s.001 Determination of disputes (opens in a new tab)
s.002 General interpretation
s.002 Timetable for the determination of individual disputes (opens in a new tab)
s.003 Procedure for the determination of individual disputes (opens in a new tab)
s.004 Determination of multiple disputes (opens in a new tab)
s.005 Timetable for determination of multiple disputes (opens in a new tab)
s.006 Identification of erroneous transfers
s.006 Investigation of erroneous transfers
s.006 Resolution of erroneous transfers
s.006 Obligation to complete a supplier transfer
s.006 Avoidance of erroneous transfers
s.006 Procedure for the determination of multiple disputes (opens in a new tab)
s.007 Written statements (opens in a new tab)
s.008 Production of documents and other evidence (opens in a new tab)
s.009 Exemptions and limitations to supplier payment obligations
s.009 Oral hearings (opens in a new tab)
s.010 Customer representatives for multiple disputes (opens in a new tab)
s.011 Dispute resolution
s.011 Collection of information in multiple disputes (opens in a new tab)
s.012 Amendment of the Gas (Standards of Performance) Regulations 2005
s.012 Payments to customers (opens in a new tab)
s.013 Amendment of the Gas (Standards of Performance) (Amendment) Regulations 2008
s.013 Set-off (opens in a new tab)
s.014 Amendment of the Electricity (Standards of Performance) Regulations 2015
s.014 Costs (opens in a new tab)
s.015 Interpretation (opens in a new tab)

Duty extraction and severity labels are Guvnor’s analysis of the instrument, not the instrument itself. Always verify against the linked source text.