Policy Document for Complaints
- Clear Accessible Dispute Process: NetRet shall ensure that its dispute process is clear, accessible, free of charge (up to the point of Alternative Dispute Resolution) and easily understood by all parties.
- Amicable Solution: NetRet shall make all reasonable efforts to reach an amicable solution to build consumer confidence.
- Obligations for Proper Management: NetRet shall understand its obligations for the proper management and handling of customer disputes.
- Swift Handling of Breaches: NetRet shall deal swiftly with breaches of the code of conduct.
- Dealing with Unjustified Disputes: NetRet shall ensure that vexatious or unjustified disputes are dealt with efficiently and firmly.
- No Involvement in Commercial Disputes: NetRet and Trustmark shall not become involved in commercial disputes or claims for compensation.
- Investigation of Complaints by Trustmark: NetRet shall allow Trustmark to investigate complaints via the sub-contract agreement.
- Facilitation of Mediation: NetRet shall facilitate mediation when needed and follow the Dispute Resolution Ombudsman (DRO) procedures.
- Cost of Referring Dispute to DRO: When a dispute has been referred to the DRO, the cost will be invoiced by Trustmark to NetRet.
- Responsive and Free Dispute Resolution: NetRet shall be responsive and provide free-of-charge dispute resolution services.
- Service Level Agreement and Issues Outside Remit: NetRet shall cover the service level agreement and issues that are outside of its remit.
- Cooperation with Other Agencies: NetRet shall provide the same level of cooperation to agencies such as Ofgem, energy suppliers, government departments, and provide help to vulnerable people.
- Cooperation with Trustmark and its Agents: NetRet shall cooperate fully with Trustmark and its agents and provide all related documents and allow independent surveys that can be charged to NetRet.
- Issue Conclusion: When Trustmark appoints its agents with NetRet, we shall conclude the issue within 3 months unless otherwise stipulated by TrustMark.
- Support to Consumers: NetRet shall ensure robust arrangements to support consumers if a registered business with the scheme provider disputes the resolution of the dispute and identify alternative solutions and remedial plans.
- Suspension of Actions: During the dispute, NetRet can choose to suspend actions within the dispute resolution if legal action takes place.
- Disputes Outside Remit: For disputes outside the scheme's remit, NetRet will ensure that other dispute services have been made available.
- Equal Service: NetRet will check that registered business provides equal service to public and private owner/occupiers.
This policy document outlines NetRet's commitment to resolving customer complaints in a fair and efficient manner. By adhering to this policy, NetRet aims to build trust and confidence with consumers and maintain its high standards of service.
- All complaints, disciplinary actions, and appeals will be handled confidentially, and only those who need to know will be informed.
- Participants are reminded that they should not discuss any complaint, disciplinary action, or appeal with any third party, including other participants, unless necessary.
Source: Trustmark – Framework Operating Requirements 08
Policy for Disciplinary
- Should legal action or an Alternative Dispute Resolution ADR take place against a registered business that directly relates to the provision of services under Trustmark be commenced NetRet will undertake a review to consider a potential application of sanction to immediately suspend or remove from the public register pending further investigation.
- NetRet will follow the agreed sanction and removal policy after reviewing suitability to continue or otherwise with detailed evidence.
- Multiple complaints and disputes: NetRet will provide a full investigation and audit and support implementation of actions within a defined period of time. The business may be removed from the register, following agreed sanctions and removal policy.
- NetRet will assist Trustmark with any investigation of a registered business and support the implementation of corrective measures excluding financial assistance – subject to an appeals process.
Source: TrustMark – Framework Operating Requirements 7.2
Policy for Appeals
- A customer who is dissatisfied with the outcome of a complaint investigation or disciplinary action may submit an appeal to NetRet via email or post.
- NetRet will acknowledge receipt of the appeal within five working days and will endeavour to respond to the appeal within 28 working days.
- If the customer is not satisfied with the outcome of the appeal, they may escalate the matter to an independent third party - Alternative Dispute Resolution.
Source: NetRet Customer Service
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- This policy will be reviewed annually to ensure that it remains current and effective.