The Renewable Energy Consumer Code (RECC) helps consumers to have the confidence to choose a reliable company to deal with when considering the purchase of small scale renewables. Membership of the Code shows that a company is committed to complying with the Code’s high standards of consumer protection. All RECC Members are listed in the RECC Member Directory and encouraged to display the RECC logo.
RECC has produced a leaflet which Code members can give to consumers called ‘Thinking of generating heat or power in your own home?’ The leaflet summarises the contents of the Consumer Code and outlines the high standards members are expected to adhere to. Members can request hard copies of the leaflet or can access it online as a pdf. It is also available in high resolution format suitable for professional printing in the Members’ Area of the website.
When contracting with domestic customers Members must protect any funds paid in advance. They must also protect their workmanship warranty. RECC has negotiated a favourable rate with insurance provider QANW that only RECC members can access. Alternatively Members are free to make their own equivalent insurance arrangements. You can find further information here.
RECC issues a quarterly newsletter to keep members up-to-date with developments with the Code and the small scale renewables sector more generally. In addition RECC updates the news section of the website with information about changes to relevant government policy, regulation and legislation.
RECC is approved by the Chartered Trading Standards Institute’s (CTSI) Consumer Codes Approval Scheme (CCAS). Members of CTSI-approved Codes are listed on a CCAS directory accessible through the websites of the following consumer-facing organisations; CTSI, Citizens Advice and My Local Services. RECC Members are shown under a distinct RECC and CTSI banner. If you would prefer not to be listed on this directory you can opt out by emailing firstname.lastname@example.org
To assist Members RECC has prepared a range of model documents including proposals, estimates and quotations for each different technology, contract terms, installer warranty and cancellation forms (for companies who do and do not sell in the home). MS Word versions of these documents are available through the Members’ Area of the website.
To further assist Members RECC has developed user-friendly guidance on relevant consumer legislation (such as the Consumer Contracts Regulations 2013, Alternative Dispute Resolution Regulations 2015 and the Consumer Rights Act 2015). A sample Audit Questionnaire, to help guide you through a RECC audit, is also available in the Members’ Area of the website.
To assist Members and their staff RECC has put together a substantial online training resource. This explains with plenty of real-life examples how to comply with the Code and the consumer protection legislation in force. It covers all areas of business, from advertising and marketing through to sales, pre-contractual information, contract terms, guarantees and warranties. The online resource is available in the Members’ Area of the website.
Our current webinar training series is well underway and we have received great feedback from Members. Topics have centred on the customer journey from marketing and sales, performance estimates, fair and unfair contract terms through to after sales care. Other sessions have focussed around new legislation which has directly impacted members (such as the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015). Recorded versions are available in the Members’ Area of the website.
RECC provides a mediation service to help Members resolve disputes with consumers. Once a dispute is registered it will be allocated to a case handler who will seek to broker an agreement between both parties. If they are unable to do this the dispute can be forwarded to a low-cost independent arbitration service as an alternative to going to court.
Most traders will have to signpost consumers to a certified Alternative Dispute Resolution (ADR) provider from 1 October 2015 if they are not able to resolve a consumer complaint themselves. This is set out in the Alternative Dispute Resolution Regulations 2015. The good news for Members is that RECC is already a certified ADR provider. You can find more detailed guidance on this topic in the Members’ Area of the website or you can phone us directly for more information.
RECC has teamed up with Which? Trusted Trader to bring RECC Members an exclusive offer of 25% off the Which? Trusted Trader scheme until 2020. Which? are known for testing things from toasters to broadband providers, and they assess traders too. You can find full details and terms in the Members’ Area of the website.
For more information on RECC and its member's benefits download our member's leaflet here.