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The case notes contain summaries of cases considered by the
Office of the Electricity and Gas Complaints Commissioner.
They can provide useful guidance for members and complainants
about the ways previous complaints have been dealt with.
A complaint may be settled or be dealt with
by a recommendation from the Commissioner. Many complaints
are settled by agreement while the office is considering
the complaint. The settlement may be reached following the
discovery of new information, or because the parties better
understand the factors that gave rise to the complaint.
If a matter is not settled by agreement,
the Commissioner may make a recommendation for a fair
and reasonable settlement of the complaint. The complainant
can choose whether or not to accept the recommendation. If
the complainant accepts the recommendation, the Commissioner
can make it binding on the member company by issuing a legally
binding award.
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