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Electricity Code of Practice
Gas Code of Practice
Land Code of Practice
A good disputes resolution scheme has three components:
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a code of practice |
|
good internal
complaints systems, and |
|
an independent
dispute resolution scheme. |
Every member of the
scheme agrees to maintain the standards in their code
of practice for all their dealings with customers. The codes
clearly explain to customers what they can expect in their
dealings with the electricity and gas industry. The codes
set:
|
the minimum
standards of behaviour for the member companies |
|
the minimum
obligations for the member companies in relation to the
supply of energy to consumers and associated matters,
and |
|
how complaints
will be resolved. |
The codes set down the minimum terms that
must be included in the customer's contract. The contract
is the specified agreement between each customer and their
electricity and / or gas supplier. The codes include the following
information:
|
Definition
of the code (C1) |
|
Statement of
purpose (C2) |
|
Statement of
principles (C3) |
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Who is covered
by the code (C5) |
|
What is a consumer
contract (C6) and what is the connection between the code
and a consumer contract (C7) |
|
Complaints
relating to the code (C8) |
|
Expectations
from a consumer contract (C9) |
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Changes to
consumer contracts (C10) including changes to price (C11) |
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Services provided
(C12) including price information (C13), billing (C14),
metering (C15), payment options (C16) and bonds (C17) |
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Disconnection
and reconnection (C18) |
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Faults (C19)
and planned shutdowns (C20) |
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Consumer obligations
from point of supply (C21) |
|
Rules on access
to premises (C22) |
|
Information
on consumer complaint resolution (C23) |
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Liability (C24) |
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Force Majeure
Clauses (C25) |
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Privacy (C26) |
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Oversight and
review of the code (C27) and enforcement (C28) |
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Definitions
(C29) |
The Electricity and Gas Complaints Commission
oversees the codes of practice - one for the electricity members,
one for the gas members and one for resolving disputes between
owners and occupiers of land and electricity lines companies
(including Transpower), and gas distribution companies.
There are now two versions of the electricity
code of practice. Version
#1 covers member conduct before 1 July 2004 and Version
#3 covers member conduct after 1 July 2004. Version #3
is a reprint of Version
#2 with the re-branding of the Electricity and Gas Complaints
Commission. The whole scheme gets reviewed every five years.
Click the following links for a full copy of the Codes of
Practice, versions for electricity, gas
and land. [PDF format. Requires
Adobe
Acrobat Reader - free].
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