Upload
dangminh
View
214
Download
0
Embed Size (px)
Citation preview
What are your commitments to consumers as an installer?
Virginia Graham - CEO - Renewable Energy Consumer Code
#SEUK
Outline of presentation
• What is RECC?
• What does the Code cover?
• How can RECC help me?
• What will the main challenges be going forward:
– for installers
– for consumers?
RECC background
The Renewable Energy Consumer Code:
• was launched in 2006
• is run by an arms’ length REA subsidiary, REAL
• implements TSI’s CCAS core criteria for sector
• requires high consumer protection standards - 90%
of which already required by law
• dovetails with Govt’s MCS installer standards
• is enforced in line with CTSI, TS &ASA.
RECC scope
The Renewable Energy Consumer Code covers:
• general business standards
• selling techniques
• pre-sales documentation
• prepayment protection
• performance estimate, quotation
• after-sales activities, guarantees and warranties
• independent arbitration service
RECC compliance monitoring
RECC enforces compliance robustly through:
• pre-admission due diligence checks and desk-based
compliance audits
• site-visit and desk-based post-admission compliance
audits (risk-based)
• mystery shopping exercises (risk-based)
• complaint, feedback and whistle-blowing analysis
• consumer satisfaction surveys (direct response).
Resources for members
• Model documents and step-by-step guidance
• Online training with interactive testing
• Monthly training webinars
• Free telephone advice service
• Dispute resolution service
• Independent arbitration service
• Regular policy updates and Quarterly newsletter
• Primary authority arrangement and TSI Member Directory
• Protection for deposits and workmanship
Resources for consumers
• Top Tips including animated consumer video
• Online and telephone consumer advice
• Consumer leaflets
• Guidance on consumer rights
• Information on costs / benefits
• Dispute resolution service
• Independent arbitration service
Making the case for solar
It is essential over the coming months that:
• performance claims are not exaggerated
• income / savings claims are not exaggerated
• costs/benefits of battery storage are clear
• high quality of installations is maintained
• consumer rights are protected
• every installation has a workmanship warranty that is
insurance-backed.
Most common areas of non-
compliance• CA4 – Finance agreements
• CA6 – Contracts and cancellation rights
• CA3 – Marketing and selling
• CA1 – Awareness of consumer protection
• CA9 – After sales
Making an informed decision
Consumers will have to weigh up carefully before they
sign a contract:
• get three quotes
• check out all claims and testimonials
• know their consumer rights, including the right to
cancel the contract
• check they have insurance for deposit &
workmanship warranties
• check they have all required documentation.
Complaints as a % of installations
0.4 0.5 1.1 0.70
0.2
0.4
0.6
0.8
1
1.2
2011 2012 2013 2014
Year
% of domestic solar PV installations
• CA9 – After sales
• CA4 – Estimates/ Quotes
• CA3 – Marketing and selling
• CA2 – Microgeneration Certification Scheme
• CA6 – Contracts and cancellation rights
Most common areas of complaint