About the Code
The Code of Practice for Accurate Bills (the “Billing Code”) was launched in July 2006 along-side the Energy Supply Ombudsman.
Five of the main energy supply companies in the UK have signed up to the Billing Code, namely British Gas, npower, EDF Energy, E.ON Powergen and Scottish Power. The Billing Code provides consumers with additional protection over and above that required by the regulator Ofgem for accurate and informative billing.
The Code includes a requirement for consumers to be protected from debt where the supplier is at fault for not billing energy supply. Where the supplier is at fault, consumers cannot be back-billed beyond 12 months from the date on any subsequent bill.
The Billing Code Governance is undertaken through the Billing Code Governing Board with one representative from each member. The governance rules require Code Members to comply with the Code and to be subject to the disciplinary procedures set out in the Code. The Energy Retail Association has appointed a Code Manager to carry out the supervision, administration and day-to-day operation of the Billing Code.
The Code Manager acts independently of all Members in operating the Billing Code, putting into place monitoring procedures regarding Member performance, ensuring corrective action where agreed performance standards are not met and setting sanctions consistent with the Code.
In addition an annual audit of individual Member’s compliance with the Code is carried out by the Code Auditor an independent body appointed by governing Board employing a firm of registered auditors. KPMG were appointed as Code Auditor in August 2006.
Supporting the Code’s governance framework is the Code Panel whose members are independent and come from a variety of backgrounds, including consumer representation and the wider business field. The Panel is the means whereby appeals from Code Members against decisions of the Code Manager will be heard, and it will also take an overview of the operation of the Code and put forward recommendations.
Since the Billing Code’s inauguration, much work has been done with its Members to ensure that Members have appropriate procedures and processes in place which enable them and their Billing Operations and Customer Services to comply with the Code. The ERA works closely with its Members who are continuously working to improve billing practices across the industry.
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