Powergen

Powergen is a member of the Energy Retail Association and fully supports its codes of practice:

• Code of Practice for Face-to-Face Marketing of Energy Supply
• Debt and Disconnection Protocol
• Code of Practice for Accurate Bills (introduced in July 2006).

Our internal procedures monitor compliance on an ongoing basis, including following up any customer complaints. This is complemented by the Energy Retail Association's independent auditing.

Powergen is also a founder of the Energy Supply Ombudsman service, which started in July 2006. The Ombudsman provides an independent arbitration service for domestic customers, with a potential maximum award of £5,000. Four Powergen complaints were referred to the Ombudsman in 2006 out of an industry total of 28.

Competition Law and Regulatory Compliance

We also operate a Competition Law and Regulatory Compliance policy. In 2006, we launched an online training programme for all employees who need to understand this area and to date, 80% have completed the programme. The online training package is supplemented by training given by the Director of Regulation and their legal team on competition law and business separation procedures.