Workshop 5: Discussion Paper
|
|
- Blake Houston
- 8 years ago
- Views:
Transcription
1 Workshop 5: Discussion Paper How will my wholesale business interact with retailers? Introduction This workshop offers the industry a further opportunity to consider the practicalities of arm s-length separation in a competitive market. On this occasion we will consider the operational interaction between separate retail and wholesale activities. Typically, retail activities can include the following: retail pricing and tariffs; the billing process; collection of charges; debt follow-up and debt management; meter reading and customer meter operations; call and correspondence handling; responses to customer enquiries, complaints or requests for information; key account management; liaison with the wholesaler to deal with customer issues; and marketing. In England the context of the retail-wholesale separation has been mapped out under PR14 with Ofwat: setting out its view of retail and wholesale activities in its final methodology Setting price controls for final methodology and expectations for companies business plans ; and setting separate binding price controls for household retail, non-household retail, and wholesale (water and sewerage) activities. As such there will be three separate price controls (or four for the water and sewerage companies). Having separated clearly the retail and wholesale activities it becomes necessary to consider how the two will work together in order to best serve customers and to ensure that all retailers in an area can expect the same level of service from their wholesaler. An Operational Code is one way to deal with these operational interfaces. In essence the Operational Code is the glue that joins these two distinct activities back together again. The Operational Code in Scotland is structured around specific retailerwholesaler interactions, such as the steps necessary to arrange a new connection. 1
2 The code has been changed over time in order to ensure that it continues to meet the needs of both the wholesale and the retail market participants. Indeed, the Scottish code has changed materially since market opening to deal with the revised trade effluent, new connections and metering processes that have been introduced. It has also been amended to deal with contestable services. Why is the Operational Code so important? The Operational Code helps to ensure that there is a level playing field and to reassure the new entrant or retailer operating out of its home area that it is being treated fairly. Of course, a level playing field relies on participants complying with the code and following the processes at all times. Ensuring that this happens may be a role for a compliance officer within an appointed business. A light touch A key point is that the code should deal with these interactions at a very high level, without interfering in the way in which each party undertakes its specific activities. This can be tested with relative ease by asking the question: would the code create any barriers to entry in the market? As such, the code is not intended to supplement or replace internal procedures where these are consistent with the Operational Code. Since the code operates at a high level and relies on the retailer accepting areaspecific processes (for example around bye-laws and emergencies), it should be possible for any appointed business to comply with the core operational processes that will be set out in the second iteration of the Market Architecture Plan. Agreeing the core operational processes is only the first step towards finalising an appropriate Operational Code. These processes need to be supplemented by the standards or timelines required of the wholesaler s response to retailers that are a necessary component of any effective code. These standards or timelines may be more or less demanding than those currently offered to customers by the appointed businesses (the time taken to replace a meter would be an example). Ofwat may decide to take a view on the standards and response times included in the Operational Code. Other industry examples Gas The Uniform Network Code is the legal and contractual framework governing the supply and transportation of gas. 2
3 The code includes a common set of rules which ensure that competition can be facilitated on level terms. It governs processes such as balancing the gas system, network planning, and the allocation of network capacity. Electricity Electricity Codes form the rulebook for operating the GB electricity industry at transmission level. Each of the codes focuses on a different area of the industry. The Grid Code is the technical code for connection and development of the National Electricity Transmission System. The Operational Code: Generic principles The guiding premise in drafting an Operational Code is that as far as possible the retailer would have exclusive contact with customers and the wholesaler would only have contact directly with the retailer s customers in certain, narrowly defined instances (such as emergencies). The Operational Code should be designed from an operational perspective rather than an overly legalistic one. It should be written clearly and in plain English so that it is easy to understand. In addition it may be possible to use the code to bring together within the one document a number of existing processes that the companies operate in relation to the water network. This would allow retailers to understand readily their interaction with the wholesaler and, in turn, with their own customers. What might an Operational Code seek to cover? The code would set out, for example: the procedures that the wholesaler should follow in undertaking planned activities; the process that the retailer should follow such that the wholesaler can manage unplanned work and operational emergencies; and procedures that both parties should adopt in handling, for example, metering, new connections, contacts, enquiries and complaints. Exploring this further, specific topic headings could be: new connections which would include details of the information required by the wholesaler to accommodate new connections to the network; quality assurance (eg water quality sampling/water byelaws) this would detail processes to monitor compliance with applicable water quality rules, water bye-laws and to investigate water quality complaints; 3
4 metering this would involve procedures for metering such as installation, removal and replacement of meters, meter accuracy checks and fault reporting and repairs; contacts, enquiries and complaints this would seek to set out, for example, the processes for dealing with these issues by the wholesaler (including a timetable for the wholesaler to respond so that the retailer can respond to a complaint promptly); planned activities this would include procedures for short- and long-term planning undertaken by the wholesaler and the interaction with the retailer; unplanned changes to services this would include the operational arrangements that will apply in the event of changes in the nature of the water and/or sewerage service provision. These processes would deal with emergency planning, the declaration of an emergency and the implementation of emergency plans; and trade effluent control this would include processes for obtaining and modifying trade effluent consents, trade effluent monitoring, pollution incidents and the termination of trade effluent consents. Some new entrants may not want to take responsibility for all of the retail activities. For this reason it may be appropriate to allow a retailer to contract with third parties (including the wholesaler) to deliver retail activities on their behalf. However, in those sub-contracting cases it is important to make sure that the retailer retains responsibility for ensuring that the activity is delivered. What benefits can accrue from an Operational Code? By its very nature, an Operational Code brings clarity to the processes that link the customer-facing activities with asset management and operations. This clarity frequently brings simplification and consequent opportunities for cost reduction. These simplifications are also likely to bring improvements to the customer experience. What does a wholesale business have to do? As noted earlier, it is critical that the wholesale business always follows the processes set out in the Operational Code. The main obligation on the wholesaler is to have the facility to accept requests and information from the retailers. These requests have to be processed appropriately in line with the recognised rules (principally in order of receipt, except when there is an objective reason, understood by all market participants). Scottish Water refers to this function as its Wholesale Services Desk. Establishing such a function may require some change to how responses to 4
5 customer contacts within the call centre have been actioned by the operations and asset management activity. How best can we progress the development of the Operational Code(s)? To be effective, an Operational Code needs to work for all parties retailers and wholesalers. In particular, it needs to work for all types of retailer (those just separated from the wholesale activities of an incumbent, and new entrants, both large and small). As we begin to move from high level design (Market Architecture version 2) into the detailed design phase, it will be increasingly important that the views of all parties are heard. This is likely to require incumbent companies to form a retail and a wholesale viewpoint. If experience from Scotland is repeated, the retail arm of the incumbent may frequently agree more with other retailers than with its sister activity. If it does not, there could be a question as to whether or not the retail arm is genuinely operating at arm s length from the wholesale activity. Summary The Operational Code is the glue that joins the retail function (now likely to be provided by several different organisations) and the wholesale activities in each appointed area. It is a document that is crucial to ensuring that there is a level playing field and is likely to be a key area where wholesale companies should want to ensure that they can demonstrate compliance. The Operational Code is pitched at a relatively high level and could allow for region-specific emergency and bye-law provisions. It should therefore be possible, subject to the level of service required, for the wholesale businesses of the appointed companies to use broadly similar, if not the same, Operational Code(s). In order to help us focus on the practicalities of the Operational Code we have again developed four scenarios for breakout groups to consider and to use as a basis for discussion around the operational interaction between retail and wholesale (see Appendix). 5
6 Appendix: Scenarios for discussion In order to give tangible expression to the issues discussed above we have set out below four separate scenarios for discussion in breakout groups. Scenario A Connections The retail business is coming under pressure from its customers to allow it to undertake or sub-contract a significant element of the connection works. The incumbent wholesaler is quite legitimately expressing concerns regarding quality control, supervision and sign-off of the connection works. Is there a way to reconcile both of these interests in an Operational Code and maintain a competitive market for new entrants? Scenario B Service levels A new retail entrant has approached the incumbent wholesaler to say that it is being offered different service levels to those offered to the incumbent retailer. The wholesaler justifies itself by differentiating the service provision and the innovative approach being taken by the incumbent retailer. How could this approach be addressed in an Operational Code? Scenario C Customer contacts The retailer is insisting that it is the first point of contact for its customers for all matters under an Operational Code. The incumbent wholesaler is objecting for a number of reasons, including managing water supply in emergency situations. Is there a compromise that can be reached here? Scenario D Wholesale support Your neighbouring incumbent wholesaler is setting up a number of dedicated wholesale functions. For example a wholesale billing team, account managers, new connections team, etc to deal with its Operational Code obligations. This concerns you as you do not have the resources to match. How do you ensure that you comply with the Code and meet your competition law obligations without necessarily going down the same route? 6
The Strategic Review of Non-household Spicying and Supply Pipes
Commission information paper CP27/09 This paper provides a further update on the review of wholesale activities. The initial review of processes suggests that transferring responsibility for trade effluent
More informationMarket architecture plan. Delivering an effective retail market for non-household customers
Market architecture plan Delivering an effective retail market for non-household customers July 2014 About this document This document builds on the Market Blueprint, an initial consultation that Open
More informationAppendix 10: Improving the customer experience
Appendix 10: Improving the customer experience Scottish Water is committed to delivering leading customer service to all of our customers. This means we deliver the following activities: We will ensure
More informationStaff Paper 6. Allowed for operating costs. 6.1 Introduction
Staff Paper 6 Allowed for operating costs This staff paper has been produced by our office to assist stakeholders in responding to the Draft Determination. The material reflected in this staff paper has
More informationWater and sewerage services in Scotland: An overview of the competitive market
Water and sewerage services in Scotland: An overview of the competitive market www.watercommission.co.uk www.watercommission.co.uk Overview of the market The competitive market for water and sewerage
More information1. Executive summary 5
Market Blueprint We are seeking stakeholders views on the questions set out in this consultation document. If you have any comments on the paper please contact: feedback@open-water.org.uk Publication Date:
More informationCustomer Service Charter Guidelines
Customer Service Charter Guidelines August 2006 Customer Service Charter Guidelines August 2006 1 Contents 1 What are the Customer Service Charter Guidelines? 2 2 What is a Customer Service Charter? 2
More informationRetail competition Developing a wholesale capability. Jessie McLeman May 2014
Retail competition Developing a wholesale capability Jessie McLeman May 2014 Establishing a wholesale capability in Scottish Water New teams established Wholesale Wholesale Service Desk Augmented other
More informationBusiness Charter. Our promise and guarantees to you
Business Charter Our promise and guarantees to you About our Business Charter We re committed to providing the highest quality services and by law we must meet certain standards. This leaflet explains
More informationBusiness Solution Assessment
Self-assessment where applicants are required to undertake their own assurance to gain confidence they have the required capability to deliver their market obligations. Business Solution Assessment Market
More informationThe Installation, Maintenance and Removal of Data Logging Equipment on Scottish Water s Water Revenue Meters. Terms and Conditions
The Installation, Maintenance and Removal of Data Logging Equipment on Scottish Water s Water Revenue Meters Terms and Conditions Terms and Conditions Data Logging Activities This document sets out the
More informationCo-operative Energy, Co-operative House Warwick Technology Park, Warwick CV34 6DA.
Terms and Conditions May 2014 Co-operative Energy: General Terms and Conditions for Domestic Customers Only Applicable from 1st June 2014. Co-operative Energy Limited is a limited liability company registered
More informationSystems Architecture and Data Model
Systems Architecture and Data Model We are seeking stakeholders views on the questions set out in this consultation document. If you have any comments on the paper please contact: feedback@open-water.org.uk
More informationCompetition. Quick reference guides and checklists for: Retailers Wholesalers Currently Integrated Businesses
Quick reference guides and checklists for: Retailers Wholesalers Currently Integrated es About Ascendancy Water At Ascendancy we believe that the best way to develop a competitive advantage is to be totally
More informationFinancial Settlement Strategy
Financial Settlement Strategy We are seeking stakeholders views on the questions set out in this consultation document. If you have any comments on the paper please contact: feedback@open-water.org.uk
More informationContract Terms and Conditions for the supply of gas and electricity by Kensington Power Limited to Small & Medium Enterprises and Micro-Businesses
Contract Terms and Conditions for the supply of gas and electricity by Kensington Power Limited to Small & Medium Enterprises and Micro-Businesses A. Your Obligations 1. Kensington Power Limited is licensed
More informationStandard conditions of the Electricity Distribution Licence
Gas and Electricity Markets Authority ELECTRICITY ACT 1989 Standard conditions of the Electricity Distribution Licence Standard conditions of the Electricity Distribution Licence 30 October 2015 SECTION
More informationStandard conditions of the Electricity Distribution Licence
Gas and Electricity Markets Authority ELECTRICITY ACT 1989 Standard conditions of the Electricity Distribution Licence Statutory Consultation: 29 April 2008 SECTION A: STANDARD CONDITIONS FOR ALL ELECTRICITY
More informationSmart Meters Programme Schedule 2.5. (Security Management Plan) (CSP South version)
Smart Meters Programme Schedule 2.5 (Security Management Plan) (CSP South version) Schedule 2.5 (Security Management Plan) (CSP South version) Amendment History Version Date Author Status v.1 Signature
More informationConsultation on United Utilities statement of risks, strengths and weaknesses 2015/16 Our 2015-20 annual performance reporting
Consultation on United Utilities statement of risks, strengths and weaknesses 2015/16 Our 2015-20 annual performance reporting United Utilities performance reporting Consultation on our statement of risks,
More informationMost household services provide you with a fixed monthly bill: Broadband Internet service
Predict-a-Bill Natural Gas Most household services provide you with a fixed monthly bill: Cell phone service Broadband Internet service And now... your natural gas supply! Predict-a-Bill advantage: Developed
More informationStatement of Compliance
Scotia Gas Networks plc Scotland Gas Networks plc Southern Gas Networks plc Statement of Compliance Restriction on use of certain information and independence of the Transportation Business SGN Statement
More informationSA Power Networks Planning for Solar PV? Customer information guide to network connected solar PV inverter systems
SA Power Networks Planning for Solar PV? Customer information guide to network connected solar PV inverter systems Contents Introduction 3 How solar PV power systems work 4 Solar modules 5 Is solar power
More informationThe Drinking Water Inspectorate s response to the Consultation on the Cave Review of competition and innovation in water markets
The Drinking Water Inspectorate s response to the Consultation on the Cave Review of competition and innovation in water markets This is Drinking Water Inspectorate s (DWI) response to the UK and Welsh
More informationWater Industry Alternative Dispute Resolution (ADR) scheme
Water Industry Alternative Dispute Resolution (ADR) scheme For England and Wales System / process specification 1 Contents Introduction... 4 Background and rationale... 4 ADR scheme principles... 6 Process
More informationCharges for Water and Sewerage Services to Non- Household Premises 2015/16
Charges for Water and Sewerage Services to Non- Household Premises 2015/16 CONTENTS 1 SCOPE OF THIS CHARGES SCHEME... 2 2 CONDITIONS APPLYING TO OTHER WHOLESALE SERVICES... 3 3 CHARGES FOR OTHER WHOLESALE
More informationDate: 7 March 2014. Dear Colleagues, White label providers Call for evidence
To: Domestic and non-domestic suppliers, white label providers, consumers, consumer organisations, academics and other interested parties Direct Dial: 0207 901 0533 Email: white.labels@ofgem.gov.uk Dear
More informationSmart Meters Programme Schedule 8.6. (Business Continuity and Disaster Recovery Plan) (CSP North version)
Smart Meters Programme Schedule 8.6 (Business Continuity and Disaster Recovery Plan) (CSP North version) Schedule 8.6 (Business Continuity and Disaster Recovery Plan) (CSP North version) Amendment History
More informationHow To Write A Water Meter
Template of Agreement between Scottish Water and Utility Connection Provider A signed agreement between Scottish Water and the Utility Connection Provider and is part of the accreditation process. Work
More informationSmart meters: Removing regulatory barriers and maintaining consumer safety for a market-led roll out of smart meters in New South Wales
Smart meters: Removing regulatory barriers and maintaining consumer safety for a market-led roll out of smart meters in New South Wales The NSW Government is committed to a voluntary, market-led roll out
More informationEMR: Consultation on industry code and licence modifications
EMR: Consultation on industry code and licence modifications January 2014 Department of Energy and Climate Change 3 Whitehall Place London SW1A 2AW Telephone: 0300 068 4000 Website: https://www.gov.uk/government/organisations/department-of-energy-climate-change
More informationWater today, water tomorrow Involving customers in price setting Ofwat s customer engagement policy statement
Water today, water tomorrow Involving customers in price setting Ofwat s customer engagement policy statement About this document This document sets out our approach to customer engagement during the price-setting
More informationBuilding on success: the future for Scottish water
Building on success: the future for Scottish water Introductory remarks Good morning, Ladies and Gentlemen, it is a great pleasure to be here for what I am sure will be a very interesting and informative
More informationSenate. SEN15-P17 11 March 2015. Paper Title: Enhancing Information Governance at Loughborough University
SEN15-P17 11 March 2015 Senate Paper Title: Enhancing Information Governance at Loughborough University Author: Information Technology & Governance Committee 1. Specific Decision Required by Committee
More informationCode of Conduct for Marketing Retail Energy in Victoria
Code of Conduct for Marketing Retail Energy in Victoria January 2009 TABLE OF CONTENTS Page INTRODUCTION...1 1. MARKETING REPRESENTATIVES - TRAINING...3 2. CONTACT WITH CONSUMERS...4 2.1 Personal contact...4
More information2. WHO IS ONLINE POWER AND GAS?
Customer Charter ABOUT THIS CHARTER This Customer Charter provides you with a summary of your rights, entitlements and obligations under your agreement with Online Power and Gas ( us / we ) and under the
More informationContents. Section/Paragraph Description Page Number
- NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICA CLINICAL NON CLINICAL - CLINICAL CLINICAL Complaints Policy Incorporating Compliments, Comments,
More informationStandard conditions of electricity supply licence
Gas and Electricity Markets Authority ELECTRICITY ACT 1989 Standard conditions of electricity supply licence SECTION A: STANDARD CONDITIONS FOR ALL SUPPLIERS Standard conditions 1 to 6: General arrangements
More informationPLUMBING INDUSTRY LICENSING SCHEME (SCOTLAND AND NORTHERN IRELAND) DUTIES OF A LICENSED BUSINESS
PLUMBING INDUSTRY LICENSING SCHEME (SCOTLAND AND NORTHERN IRELAND) DUTIES OF A LICENSED BUSINESS January 2010 INTRODUCTION This document has been prepared to provide Licensed Business with a guide to their
More informationUniversity of Birmingham. Closed Circuit Television (CCTV) Code of Practice
University of Birmingham Closed Circuit Television (CCTV) Code of Practice University of Birmingham uses closed circuit television (CCTV) images to provide a safe and secure environment for students, staff
More informationINDEPENDENT HIGHER EDUCATION INSTITUTION
INDEPENDENT HIGHER EDUCATION INSTITUTION SCHEME DOCUMENT BRITISH ACCREDITATION COUNCIL FOR INDEPENDENT FURTHER AND HIGHER EDUCATION COLLEGE ACCREDITATION SCHEME CONTENTS 1. INTRODUCTION...1 2. ELIGIBILITY
More informationguide for obtaining new water and waste water services
You can write to us at: Customer Connections Scottish Water 419 Balmore Road Glasgow G22 6NU Please quote this reference code when contacting us: SWP&DS/DG2 04/08 Alternative formats of this leaflet can
More informationComplaints handling procedure
East Ayrshire Council Complaints handling procedure September 2012 2 East Ayrshire Council Complaints handling procedure: September 2012 East Ayrshire Council - Complaints handling procedure Foreword Our
More informationOverview of the Transfer of Undertakings (Protection of Employment) Regulations 2006
TUPE Overview of the Transfer of Undertakings (Protection of Employment) Regulations 2006... 1 Service Provision Changes... 1 Employer Liability Information... 2 Liability for Failure to Inform and Consult
More informationWater resources planning guideline
Water resources planning guideline The guiding principles for developing a water resources management plan June 2012 Development by Environment Agency, Ofwat, Defra and the Welsh Government Environment
More informationPROPOSED REVISED GUIDANCE TO NHS BOARDS FOR CONSULTATION
Dear Colleague Arrangements for NHS Patients Receiving Private Healthcare 1. This letter provides revised guidance to NHS Boards covering situations where patients obtain private healthcare in addition
More informationPEEL WATER NETWORKS LIMITED STANDARDS OF SERVICE SCHEME
PEEL WATER NETWORKS LIMITED STANDARDS OF SERVICE SCHEME Peel Water Networks Limited, Peel Dome, The Trafford Centre, Manchester. M17 8PL Registered No: 6680258 Table of Contents Table of Contents...2 1.
More informationArchitects Professional Liability Insurance Proposal
AIG Europe Limited Proposer Details Name of Firm(s) Principal Address line one Principal Address line two City and postcode Telephone number Fax number Website address Is the Firm(s) a subsidiary of an
More informationProperty Management Service Level Agreement
Property Management Service Level Agreement 2014 comms:3292 www.lancashire.gov.uk 2 Contents 3 Welcome Mission Statement 4 Customer Charter 5 Introduction 6 Responsibilities and Choices 7 Service Level
More informationCOMPLIANCE FRAMEWORK AND REPORTING GUIDELINES
COMPLIANCE FRAMEWORK AND REPORTING GUIDELINES DRAFT FOR CONSULTATION June 2015 38 Cavenagh Street DARWIN NT 0800 Postal Address GPO Box 915 DARWIN NT 0801 Email: utilities.commission@nt.gov.au Website:
More informationNHS CHOICES COMPLAINTS POLICY
NHS CHOICES COMPLAINTS POLICY 1 TABLE OF CONTENTS: INTRODUCTION... 5 DEFINITIONS... 5 Complaint... 5 Concerns and enquiries (Incidents)... 5 Unreasonable or Persistent Complainant... 5 APPLICATIONS...
More informationCAS was represented on both the Debt Action Forum and the Repossessions Sub-Group, and thus broadly welcomes the findings reached by these groups.
Home Owner & Debtor Protection (Scotland) Bill Stage 3 Debate February 2010 Summary Citizens Advice Scotland (CAS) strongly supports the measures proposed in the Bill which would have a positive impact
More informationRequirements made under the Intermediaries Byelaw
Chapter 2 Requirements made under the Intermediaries Byelaw Section 1 Delegated Underwriting Registers of coverholders and registered binding authorities Part B of the Intermediaries Byelaw Format and
More information3. OPERATING COMPANY'S ANNUAL ROAD SAFETY REVIEW 1
SCOTTISH MINISTERS' REQUIREMENTS 1. SCHEDULE 8 PART 3 ROAD SAFETY AND ACCIDENT INVESTIGATION AND PREVENTION CONTENTS Page No. 1. GENERAL 1 1.1 Introduction 1 2. ROUTE SAFETY FILES 1 3. OPERATING COMPANY'S
More informationComplaints Policy and Procedure. Contents. Title: Number: Version: 1.0
Title: Complaints Policy and Procedure Number: Version: 1.0 Contents 1 Purpose and scope... 2 2 Responsibilities... 2 3 Policy Statement: Aims and Objectives... 4 4 Definition of a complaint... 4 5 Procedure...
More informationwww.gdc-uk.org Standards for Education Standards and requirements for providers of education and training programmes
www.gdc-uk.org Standards for Education Standards and requirements for providers of education and training programmes November 2012 GDC Standards for Education The Standards for Education and the requirements
More informationH 7. Factoring Policy. If you require this policy in a different format please ask a member of staff. Date of Approval Oct 12 Review Due Dec 15
H 7 Factoring Policy If you require this policy in a different format please ask a member of staff Date of Approval Oct 12 Review Due Dec 15 1.0 The Association s Objective 1.1 Elderpark Housing Association
More informationProposed debt assignment protocol for prepayment customers. A consultation document
Proposed debt assignment protocol for prepayment customers A consultation document Summary Ofgem is committed to removing any unnecessary barriers preventing customers from switching suppliers. This document
More informationCUSTOMER CHARTER. Version 6
CUSTOMER CHARTER R ETA I L Version 6 Introducing Tas Gas Retail Inside the Charter Welcome to Tas Gas Retail 2 About Tas Gas Retail 3 Account Information 4 Sample Account 7 Service Charges 8 Disconnection
More informationConsumer Code of Practice on Complaint Handling and Dispute Resolution
Consumer Code of Practice on Complaint Handling and Dispute Resolution Introduction to our company and services: Hive Telecom provides telecoms services to residential customers and businesses. As Hive
More informationONLINE, DISTANCE AND BLENDED LEARNING
ONLINE, DISTANCE AND BLENDED LEARNING SCHEME DOCUMENT BRITISH ACCREDITATION COUNCIL FOR INDEPENDENT FURTHER AND HIGHER EDUCATION CONTENTS 1. INTRODUCTION...1 2. ELIGIBILITY FOR ACCREDITATION...2 3. ACCREDITATION
More informationBRITISH COUNCIL DATA PROTECTION CODE FOR PARTNERS AND SUPPLIERS
BRITISH COUNCIL DATA PROTECTION CODE FOR PARTNERS AND SUPPLIERS Mat Wright www.britishcouncil.org CONTENTS Purpose of the code 1 Scope of the code 1 The British Council s data protection commitment and
More informationTransforming customer management in the water sector How to become a leader in customer service
Transforming customer management in the water sector How to become a leader in customer service management strategies have always been important to water companies, with a focus on resolving issues first
More informationEXECUTIVE 16 FEBRUARY 2009
Item No 4 EXECUTIVE 16 FEBRUARY 2009 SUBJECT: REPORT BY: BIENNIAL CUSTOMER SATISFACTION SURVEY: RESULTS FROM THE TENANT SATISFACTION SURVEY AND THE PROPOSED TENANT LIAISON TEAM ACTION PLAN DIRECTOR OF
More informationPersonnel & Office Services
CUSTOMER CARE POLICY Personnel & Office Services September 2011 CUSTOMER CARE POLICY CONTENTS SECTION 1 Introduction 2 Mission Statement 3 Customer Contact 4 Current Standards 5 Providing Information 6
More informationWaterwise response to consultation on Smart Metering for Electricity and Gas
1 Waterwise response to consultation on Smart Metering for Electricity and Gas July 2009 Overall response Our response to this consultation is driven by the current policy agenda relating to water metering
More informationService Level Agreement
Service Level Agreement on provision of legal services between Historic Scotland and The Office of the Solicitor to the Scottish Executive Signed on behalf of Historic Scotland: Signed on behalf of Solicitors
More informationRecognition of Prior Learning (RPL) BSB40515 Certificate IV in Business Administration
Recognition of Prior Learning (RPL) BSB40515 Certificate IV in Business Administration What is RPL? RPL recognises that you may already have the skills and knowledge needed to meet national competency
More informationExcess Professional Indemnity policy
Excess Professional Indemnity policy Contents A warm welcome to Vela Underwriting 3 Making yourself heard 4 Your Excess Professional Indemnity Insurance Policy 5 Section 1 Definitions 8 Section 2 The Cover
More informationICT SUPPORT SERVICES
ICT SUPPORT SERVICES SERVICE LEVEL AGREEMENT 2008 2009 Period of agreement: This document will run from 1st April 2008 to 31 st March 2009 and remains valid until superseded by a revised document. The
More informationForm O: Request for Deregistration of a Supply Point or Removal of Service Components at a Supply Point
Form O: Request for Deregistration of a Supply Point or Removal of Service Components at a Supply Point December 2014 Form O: Request for Deregistration of a Supply Point or Removal of Service Components
More informationREPORTING ACCOUNTANTS WORK ON FINANCIAL REPORTING PROCEDURES. Financing Change initiative
REPORTING ACCOUNTANTS WORK ON FINANCIAL REPORTING PROCEDURES consultation PAPER Financing Change initiative inspiring CONFIdENCE icaew.com/financingchange ICAEW operates under a Royal Charter, working
More informationConstruction Professional Liability Insurance Proposal
AIG Europe Limited Proposer Details Name of Firm(s) Principal Address line one Principal Address line two City and postcode Telephone number Fax number Website address Is the Firm(s) a subsidiary of an
More informationGiving us a meter reading when we begin supplying you is important. This reading lets us bill you accurately from the start.
Your contract will fixed be for either 12 or 24 months, depending on the contract length you sign up to, which means the standing charge and the price you pay for each unit of electricity you use will
More informationCOLLEGE SCHEME DOCUMENT BRITISH ACCREDITATION COUNCIL FOR INDEPENDENT FURTHER AND HIGHER EDUCATION COLLEGE ACCREDITATION SCHEME
COLLEGE SCHEME DOCUMENT BRITISH ACCREDITATION COUNCIL FOR INDEPENDENT FURTHER AND HIGHER EDUCATION COLLEGE ACCREDITATION SCHEME CONTENTS 1. INTRODUCTION...1 2. ELIGIBILITY FOR ACCREDITATION...2 3. ACCREDITATION
More informationDebt Management Guidance Compliance Review: Mystery Shopping
Debt Management Guidance Compliance Review: Mystery Shopping March 2010 OFT1265 Crown copyright (2010) This publication (excluding the OFT logo) may be reproduced free of charge in any format or medium
More informationELECTRICITY DISTRIBUTION LICENCE: STANDARD CONDITIONS
ELECTRICITY DISTRIBUTION LICENCE: STANDARD CONDITIONS Deleted: 7 Deleted: 5 Deleted: 7 Deleted: 5 TABLE OF CONTENTS Page PART II. THE STANDARD CONDITIONS 7 SECTION A. INTERPRETATION, APPLICATION AND PAYMENTS
More informationContract for the supply of electricity to business premises
Conditions of supplying electricity These conditions apply if you are a business customer (which includes a Micro Business customer) and are using our electricity services to supply your Premises. (For
More informationVisiting Your Premises. A ScottishPower Charter
Visiting Your Premises Page 1 Introduction This charter tells you what you need to know when our employees, or representatives working on our behalf, visit you at your home or business. Section Contents
More informationQuality Management System
LH Sleightholme Ltd, Westfield Works, Helperthorpe, Malton, North Yorkshire YO17 8TQ Quality Management System MANUAL ISO 9001:2008 This Quality Management System Manual has been issued on the authority
More informationINDEPENDENT TUTORIAL COLLEGE
INDEPENDENT TUTORIAL COLLEGE SCHEME DOCUMENT BRITISH ACCREDITATION COUNCIL FOR INDEPENDENT FURTHER AND HIGHER EDUCATION COLLEGE ACCREDITATION SCHEME CONTENTS 1. INTRODUCTION...1 2. ELIGIBILITY FOR ACCREDITATION...2
More informationGoverning Body 13 November 2013
Paper 07 Governing Body 13 November 2013 Overview of complaints and handling processes Paper Author Lead Executive FOI status Michaela Maloney, Interim Head of Communication and Engagement Brendan Ward,
More informationCP14 ISSUE 5 DATED 1 st OCTOBER 2015 BINDT Audit Procedure Conformity Assessment and Certification/Verification of Management Systems
Certification Services Division Newton Building, St George s Avenue Northampton, NN2 6JB United Kingdom Tel: +44(0)1604-893-811. Fax: +44(0)1604-893-868. E-mail: pcn@bindt.org CP14 ISSUE 5 DATED 1 st OCTOBER
More informationHealth and safety policy
1. General statement of intent The Company recognises and accepts its responsibilities as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees and
More informationCompany Policy MANAGEMENT OF OVERHEAD PRIVATE AND SHARED MAINS. Page 1 of 11
MANAGEMENT OF OVERHEAD PRIVATE AND SHARED MAINS Page 1 of 11 MANAGEMENT OF OVERHEAD PRIVATE AND SHARED MAINS 2015 Contents 1.0 POLICY STATEMENT... 3 2.0 PURPOSE... 4 3.0 REFERENCES... 4 4.0 DEFINITIONS...
More informationREPORT 4 FOR DECISION. This report will be considered in public
REPORT 4 Subject: Safety Readiness for the Summer 2013 Events Programme Agenda item: Public Item 7 Report No: 4 Meeting date: 28 May 2013 Report to: Board Report of: Mark Camley, Interim Executive Director
More informationUNSOLICITED PROPOSALS
UNSOLICITED PROPOSALS GUIDE FOR SUBMISSION AND ASSESSMENT January 2012 CONTENTS 1 PREMIER S STATEMENT 3 2 INTRODUCTION 3 3 GUIDING PRINCIPLES 5 3.1 OPTIMISE OUTCOMES 5 3.2 ASSESSMENT CRITERIA 5 3.3 PROBITY
More informationPlanning & Building Standards. Draft Customer Engagement Strategy August 2015
Draft Customer Engagement Strategy August 2015 1. Introduction 1. Who are our customers? 2. What is engagement? 2. Consulting with our customers 7. Communicating with our customers 9. Planning information
More informationDraft guidance for registered pharmacies providing internet and distance sale, supply or service provision
Draft guidance for registered pharmacies providing internet and distance sale, supply or service provision September 2014 1 The General Pharmaceutical Council is the regulator for pharmacists, pharmacy
More informationQUALITY ASSURANCE MODEL: GUIDANCE NOTES
QUALITY ASSURANCE MODEL: GUIDANCE NOTES Quality assurance principles, criteria, application process and on-going quality assurance arrangements for becoming an SCQF Credit Rating Body scqf scotland s
More informationhttps://www.ofgem.gov.uk/publications-and-updates/ofto-build-providing-additional-flexibility-through-extendedframework
All interested parties Direct Dial: 020 7901 1849 Email: transmissioncompetition@ofgem.gov.uk Date: 17 November 2015 Dear Colleague EPC Contract Principles for OFTO Build Tenders This letter provides guidance
More informationGetting Connected. A guide to how to apply for a New Connection to the Network
Getting Connected A guide to how to apply for a New Connection to the Network About Us SP Energy Networks is part of the ScottishPower Group of companies. We provide power on behalf of supply companies
More informationWater Leakage & Your Responsibilities
Water Leakage & Your Responsibilities Information & Guidance Contents 1. Introduction 2. Who is responsible for underground pipework? 3. Who is responsible for repairing the supply pipe if there is a leak?
More informationHarmonised Model for Supplier Switching. Report 4/2013
Harmonised Model for Supplier Switching Report 4/2013 1 Harmonised Model for Supplier switching Report 4/2013 NordREG c/o Norwegian Water Resources and Energy Directorate Middelthunsgate 29, 0301 Oslo,
More informationElectricity Contract. Standard Retail Contract between Aurora Energy and you. www.auroraenergy.com.au 1
Electricity Contract Standard Retail Contract between Aurora Energy and you www.auroraenergy.com.au 1 Contents Introduction... 3 Your electricity contract with Aurora Energy... 3 Privacy Collection Statement...3
More informationlate payment The Late Payment of Commercial Debts (Interest) Act 1998: A User s Guide
late payment The Late Payment of Commercial Debts (Interest) Act 1998: A User s Guide Index Introduction The importance of prompt payment Legal Warning Section 1: Understanding the legislation What is
More information1 Introduction. 2 Working together
1 Working together 1 Introduction In producing this guide, our aim is that the relationships in which lenders and intermediaries are engaged deliver good customer outcomes. Some individual lenders and
More informationA Question of Balance
A Question of Balance Independent Assurance of Information Governance Returns Audit Requirement Sheets Contents Scope 4 How to use the audit requirement sheets 4 Evidence 5 Sources of assurance 5 What
More informationDuncan Burt Head of Commercial Operation National Grid. The Office of Gas and Electricity Markets 9 Millbank London SW1P 3GE
National Grid House Warwick Technology Park Gallows Hill, Warwick CV34 6DA The Office of Gas and Electricity Markets 9 Millbank London SW1P 3GE 16 June 2015 Duncan Burt Head of Commercial Operation National
More informationEducation and Training Committee, 10 March 2011. Professional indemnity insurance. Executive summary and recommendations.
Education and Training Committee, 10 March 2011 Professional indemnity insurance Executive summary and recommendations Introduction This paper appeared as a paper to note at the Council meeting on 10 February
More information