Supplier Standards of Conduct

Consumer Objective for Suppliers

1.1 The objective of this condition is for the authorised person and any Representative to ensure that:

1.1.1 each person who is a Consumer of, and/or an occupant of a Domestic Premises which is supplied by, the authorised person; and

1.1.2 insofar as affected (or capable of being affected) by its activities, each person who is a Consumer of, and/or an occupant of a Domestic Premises which is supplied by, another authorised person by means of a relevant heat network connected directly or indirectly to the relevant heat network by means of which the authorised person supplies heating, cooling or hot water,

is treated Fairly ("the consumer objective for suppliers").

Achieving the Supplier Standards of Conduct

1.2 The authorised person must achieve, and must ensure that its Representatives achieve, the supplier standards of conduct in a manner consistent with the consumer objective for suppliers.

1.3 The "supplier standards of conduct" are that the authorised person and any Representative:

1.3.1 behave and carry out any actions in a Fair, honest, transparent, appropriate and professional manner;

1.3.2 provide information (whether in Writing or orally) to each of its Consumers which:

(a) is complete, accurate and not misleading (in terms of the information provided or

omitted);

(b) is communicated (and, if provided in Writing, drafted) in plain and intelligible

language with more important information being given appropriate prominence;

(c) relates to products or services which are appropriate to the Consumer to whom it

is directed;

(d) in terms of its content and in terms of how it is presented, does not create a

material imbalance in the rights, obligations or interests of the authorised person

and the Consumer in favour of the authorised person; and

(e) is sufficient to enable the Consumer to make informed choices about their supply

of heating, cooling or hot water by means of a relevant heat network by the

authorised person;

1.3.3 in relation to customer service arrangements:

(a) make it easy for a Consumer to contact the authorised person;

(b) act promptly and courteously to put things right when the authorised person or

any Representative makes a mistake; and

(c) otherwise ensure that customer service arrangements and processes are

complete, thorough, fit for purpose and transparent;

1.3.4 in relation to any of its Consumers and/or any occupant of a Domestic Premises which it supplies who is in a Vulnerable Situation (where applicable):

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(a) seek to identify each such person, in a manner which is effective and appropriate,

having regard to the interests of that person;

(b) when applying the supplier standards of conduct in paragraphs 1.3.1 to 1.3.3

above, do so in a manner which takes into account any Vulnerable Situation of

the relevant person identified in accordance with (a) above or otherwise; and

(c) provide any additional support required to ensure that they have access to

necessary services and information, including (where applicable) the services

referred to in authorisation condition B8 (Priority Services Register).

1.3.5 communicates proactively with its Consumers to provide them with regular and timely updates about any maintenance work or other events or changes in service which may cause an outage in respect of or other disruption to the supply to them of heating, cooling or hot water;

1.3.6 actively engages with Consumers to understand their needs and expectations and keep them appropriately informed about matters which may impact on the supply to them of heating, cooling or hot water, including:

(a) seeking feedback on satisfaction with customer service arrangements;

(b) seeking feedback on proposed decision-making that may have a significant

impact on Consumers, including decision-making on matters that:

(i) may have long-term implications for the supply to them of heating,

cooling or hot water; and/or

(ii) that relate to decarbonisation or retrofitting of the applicable relevant heat network and/or its connection to other relevant heat networks; and

(c) being transparent about how any change to infrastructure which forms part of the

applicable relevant heat network and/or any other relevant heat network may

impact pricing and/or service delivery;

1.3.7 provides such information and co-operation to another authorised person as may reasonably be requested in order that any such other authorised person is able to effectively and efficiently carry out or fulfil obligations imposed on it by or under the Regulations or the authorisation conditions;

1.3.8 ensures that it has appropriate resources and processes in place to enable effective co-operation with any other authorised person whose regulated activities may be affected by its regulated activities; and

1.3.9 without prejudice to the generality of paragraphs 1.3.7 and 1.3.8, where a Complaint is referred to the authorised person by another authorised person (being the authorised person with responsibility under its authorisation conditions for acting as the single point of contract in relation to the Complaint in question), the authorised person must use all reasonable endeavours to fully investigate and resolve the relevant Complaint in an efficient and timely manner in co- operation with the referring authorised person (and any other authorised person where relevant) and in accordance with the referring authorised person's Complaints Handling Procedure.

Scope of condition

1.4 If there is any conflict or inconsistency between this authorisation condition and another authorisation condition (including authorisation condition A6 (Fair Pricing)) which deals with a specific aspect of the Fair treatment of persons who are Consumers and/or occupants of a Domestic Premises, the latter will take priority.

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