The Heat Networks (Market Framework) (Great Britain) Regulations 2025
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Change 1
37 Consumer redress orders
(1) This regulation applies where the Regulator is satisfied that— (a) an authorised person has contravened, or is contravening, any authorisation condition or relevant requirement; and (b) as a result of the contravention, one or more heat network consumers have suffered loss or damage or been caused inconvenience. (2) The Regulator may make an order (a “consumer redress order”) requiring the authorised person to do such things as appear to the Regulator necessary for the purposes of— (a) remedying the consequences of the contravention; or (b) preventing a contravention of the same or a similar kind from being repeated. (3) A consumer redress order must specify the following— (a) the authorised person to whom the order applies; (b) the contravention in respect of which the order is made; (c) the affected consumers, or a description of such consumers; (d) the requirements imposed by the order; (e) the date by which the authorised person must comply with such requirements. (4) As soon as practicable after making a consumer redress order, the Regulator must— (a) serve a copy of the order on the authorised person to whom the order applies; and (b) either— (i) serve a copy of the order on each affected consumer; or (ii) publish the order in such manner as the Regulator considers appropriate for the purpose of bringing it to the attention of affected consumers. (5) The date specified in a consumer redress order under paragraph (3)(e) may not be earlier than the end of the period of 7 days beginning with the date of the service of a copy of the order on the authorised person. (6) Different dates may be specified under paragraph (3)(e) in relation to different requirements imposed by the order. (7) This regulation is subject to regulations 38 to 44. (8) In this regulation and in regulations 38 to 44— “affected consumers”, in relation to a consumer redress order (or proposed order), are those heat network consumers that the Regulator is satisfied have suffered loss or damage, or been caused inconvenience, as a result of the contravention in respect of which the order is (or would be) made; “consumer redress order” means an order under paragraph (2).
37 Consumer redress orders
(1) This regulation applies where the Regulator is satisfied that— (a) an authorised person has contravened, or is contravening, any authorisation condition or relevant requirement; and (b) as a result of the contravention, one or more heat network consumers have suffered loss or damage or been caused inconvenience. (2) The Regulator may make an order (a “consumer redress order”) requiring the authorised person to do such things as appear to the Regulator necessary for the purposes of— (a) remedying the consequences of the contravention; or (b) preventing a contravention of the same or a similar kind from being repeated. (3) A consumer redress order must specify the following— (a) the authorised person to whom the order applies; (b) the contravention in respect of which the order is made; (c) the affected consumers, or a description of such consumers; (d) the requirements imposed by the order; (e) the date by which the authorised person must comply with such requirements. (4) As soon as practicable after making a consumer redress order, the Regulator must— (a) serve a copy of the order on the authorised person to whom the order applies; and (b) either— (i) serve a copy of the order on each affected consumer; or (ii) publish the order in such manner as the Regulator considers appropriate for the purpose of bringing it to the attention of affected consumers. (5) The date specified in a consumer redress order under paragraph (3)(e) may not be earlier than the end of the period of 7 days beginning with the date of the service of a copy of the order on the authorised person. (6) Different dates may be specified under paragraph (3)(e) in relation to different requirements imposed by the order. (7) This regulation is subject to regulations 38 to 44. (8) In this regulation and in regulations 38 to 44— “affected consumers”, in relation to a consumer redress order (or proposed order), are those heat network consumers that the Regulator is satisfied have suffered loss or damage, or been caused inconvenience, as a result of the contravention in respect of which the order is (or would be) made; “consumer redress order” means an order under paragraph (2).
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