We recognise that most domestic consumers are not experts in these technologies. It is essential that suppliers provide them with the information they need to choose the most suitable system for them and to get the best from it. This is why we have set up the REAL Assurance Scheme to help companies provide high standards of service when they supply energy generators to domestic consumers. We have also provided guidance for consumers at www.realassurance.org.uk/consumers
The Real Consumer Code
This Code relates to the contact companies have with consumers. The Code is that which is set out in this document. It covers all the factors that contribute to overall consumer service, including:
Details of the assurance the Code gives;
- clear information on the systems and their performance;
- any arrangements for installing and connecting the system;
- the selection and quality of goods supplied;
- details of the conditions of business that apply;
- the standard of any installation and other on-site work;
- guarantees, and any maintenance and after-sales services needed;
- what action will be taken to deal with any problems; and
- Monitoring and continuously improving procedures.
Consumers have the right to expect that goods and services supplied by a member will perform properly, be fit for their purpose and meet the quality standards they would reasonably expect, including the standards set out in this Code. If these standards have not been met consumers can complain using the complaints procedure.
Extra Energy is proud to be a member of REAL / REA
