What are your commitments to consumers as an installer?

Virginia Graham - CEO - Renewable Energy Consumer Code

#SEUK

Renewable Energy Consumer Code

Virginia Graham

Solar Energy UK

13-15 October 2015

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?

What is RECC?

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.

What does the Code cover?

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).

How can RECC help me?

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

What will the main challenges be

going forward?

For members

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.

Main areas of non-compliance

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

What will the main challenges be

going forward?

For consumers

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

Complaints registered by year

Analysis of RECC complaints

• CA9 – After sales

• CA4 – Estimates/ Quotes

• CA3 – Marketing and selling

• CA2 – Microgeneration Certification Scheme

• CA6 – Contracts and cancellation rights

Most common areas of complaint

Complaints by technology

For more information please visit:http://www.recc.org.uk

or contact us on:info@recc.org.uk