Heat networks regulation: consumer protection guidance​

Summary

In this chapter, we provide draft guidance on both the Complaints and Assistance and Advice Information authorisation conditions.

Details

For guidance on complaints, we have focused on stakeholder queries regarding the definition of a complaint, handling complaints from vulnerable consumers and signposting to relevant third-party support organisations. 

The guidance on assistance and advice information sets out how information provided should:

• follow other authorisation conditions
• follow good practice for operating an enquiry service
• build on the requirements regarding signposting to relevant third-party support organisations

Before you give us your views

You’ll need to read the full details in:

• the 'Quality of Service' draft guidance (PDF, opens in a new window
• the draft 'Complaints' authorisation condition (PDF, opens in a new window)
• the draft 'Assistance and Advice Information' authorisation condition (PDF, opens in a new window)