Hi,
I found this..
"The code of Practice for Accurate bills (the Code) has been developed by the Energy Retail Association (ERA) with POwergen, British Gas, EDF Energy, npower and Scottish Power to address action raised in Ofgem's response to the Billing Super Complaint for domestic customers.
These companies all support the independently-audited Code of Practice and are committed to the Code as a minimum standard of service for customers. The Code states that:
"From the 1st July 2006 where the supplier has been at fault in not billing a domestic customer the supplier will not send a bill which includes energy consumed more than 2 years previous to the bill being issued. From 1st July 2007 this period will reduce to 1 year" (Clause 3.5)
This Code is effective from 1 July 2006.
This policy does not apply to
- Business customers
- Customers paying on a prepayment meter (there is a separate policy for PPM)
- Customers obtaining energy illegally (e.g. interfering with their meter)
2.1 Energy Consumption
2.1.1 A bill has not been sent in two years
Where the supplier is at fault in not billing a customer in the previous two years, we will not bill a customer for more than two years worth of consumption unless it's in the customer's favour; the consumption relating to the oldest period (i.e. the period older than two years) will be withdrawn.
For the purpose of 2.1.1, the supplier is at fault where they have made no attempt to bill or communicate with an existing customer during the previous 24 months.
Specific exclusions
The supplier is not at fault where
- A new customer has failed to notify the supplier that they are living in the property and we have sent letters to the address or we have continued communicating with the previous occupier
- The property is newly built and the supplier is unaware of its usage
- The customer has deliberately taken steps to avoid a bill being sent
2.1.2 An inaccurate bill has been sent previously
Where the supplier is at fault in under-billing a customer by sending inaccurate bills, when issuing a corrected one, the supplier will not collect for any additional consumption (i.e. the shortfall between what was bills and what was used) that is more than two years old. This difference will be withdrawn if applicable.
Specific exclusions
The supplier is not at fault if
- The energy billed previously was based on incorrect information and the correct information was not available to them at the time (e.g. technical specifications of the meter (such as number of dials))
- For technical reasons, a bill issued previously has to be withdrawn and reissued
However, in these cases, the supplier will review each case individually and may apply a "poor service" adjustment to the account if it is appropriate.
For the purpose of 2.1.2, the supplier is not at fault if they can demonstrate that they have taken all of the following actions:
- A. Read or attempted to read the meter at the premises within the last 24 months
- B. Provided opportunities for the customer to submit their own meter reading at any time on any day; and
- C. Any bills sent to the customer are clearly indicated as estimates (if applicable) and that these have been based on any previous history, or (if not available) on average consumption for a similar property
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And This Below
"The Code of Practice for Accurate Bills (the “Billing Code”) was launched in July 2006 along-side the Energy Ombudsman.
Five of the main energy supply companies in the UK have signed up to the Billing Code, namely British Gas, npower, EDF Energy, E.ON Powergen and Scottish Power. The Billing Code provides consumers with additional protection over and above that required by the regulator Ofgem for accurate and informative billing.
The Code includes a requirement for consumers to be protected from debt where the supplier is at fault for not billing energy supply. Where the supplier is at fault, consumers cannot be back-billed beyond 12 months from the date on any subsequent bill.
The Billing Code Governance is undertaken through the Billing Code Governing Board with one representative from each member. The governance rules require Code Members to comply with the Code and to be subject to the disciplinary procedures set out in the Code. The Energy Retail Association has appointed a Code Manager to carry out the supervision, administration and day-to-day operation of the Billing Code.
The Code Manager acts independently of all Members in operating the Billing Code, putting into place monitoring procedures regarding Member performance, ensuring corrective action where agreed performance standards are not met and setting sanctions consistent with the Code.
In addition an annual audit of individual Member’s compliance with the Code is carried out by the Code Auditor an independent body appointed by governing Board employing a firm of registered auditors. KPMG were appointed as Code Auditor in August 2006.
Supporting the Code’s governance framework is the Code Panel whose members are independent and come from a variety of backgrounds, including consumer representation and the wider business field. The Panel is the means whereby appeals from Code Members against decisions of the Code Manager will be heard, and it will also take an overview of the operation of the Code and put forward recommendations.
Since the Billing Code’s inauguration, much work has been done with its Members to ensure that Members have appropriate procedures and processes in place which enable them and their Billing Operations and Customer Services to comply with the Code. The ERA works closely with its Members who are continuously working to improve billing practices across the industry."
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As a footnote to all this, Scottish and Southern Energy (the other of the big six suppliers) have not signed up to this code as they have their own customer charter (available to view on their website). They were back-billing for only one year long before this code was put into place and their charter goes further than the above mentioned code.
I doubt you would be referred to consumer focus to be honest, unless your classed as vulnerable or in danger of getting cut off. You can't refer your self unfortunately. Similarly, the Ombudsman would at least have expected you to have followed the companies complaints handling procedures first before they would consider your case.
Consumer direct can tell you how to do this, or you should be able to view the companies complaint handling statements online. I found npower's, but b/gas, as usual, don't want to make life that easy.
In relation to the 7-10 days / 4-6 weeks. - npower have taken over the incorrect supply by the sounds of things, and now must to an "erroneous transfer" to return the supply they thought was yours back to where it came from. This process can take 4-6 weeks, but you shouldn't need to wait until this is completed to get your money back. They can issue a refund in the meantime, which will probably take a week or so (7-10 days)
Reference.
http://www.npower.com/web/At_home/customer_service/contact_us/WCMS_003295
http://www.energy-retail.org.uk/AbouttheCode.html
