Regulatory information - SSE

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Regulatory and guidance information

As a utility provider we have responsibilities to our customers. For more information you can download our PDF files below.

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Energy
Our gas and electricity energy supply responsibilities.

PDF file: Gas Safety Statement (146KB)

PDF file: General terms and conditions for the supply of electricity and/or gas (19KB)

PDF file: Guide to Service Standards 2011-2012 (6.17MB)

PDF file: SSE Customer Charter (1.24MB)

PDF file: Fuel Mix Disclosure (22KB)

PDF file: Complaint Handling Statement (24KB)

PDF file: Customer Complaints Report (21KB)

PDF file: Paying your energy bill (125KB)

PDF file: Prepayment Meter Statement - Information on Pay As You Go Services (92KB)

PDF file: Careline Customer Statement (27KB)

PDF file: Visiting your property (163KB)

PDF file: Advanced Pay terms and conditions (448KB)

PDF file: EnergySure code of practice for the face to face marketing of energy supply (235KB)

PDF file: Consumer Focus Staying Connected Checklist (315KB)

PDF file: Consumer Focus Concise Guidance (289KB)

Home phone
Our home phone supply responsibilities.
The prices shown in the talk Charges and Tariffs Information below take precedence in the event of a discrepancy with any other published source.

PDF file: General terms and conditions for the supply of fixed line telephone service (23KB)

PDF file: talk Our customer complaints code (22KB)

PDF file: talk Our phone service code of practice (43KB)

PDF file: talk standard (non fixed term) charges and tariffs information effective from 4 May 2012 (265KB)

PDF file: talk fixed term contract charges and tariffs information effective from 4 May 2012 (265KB)

PDF file: talk Operator Service Guidance (1.08MB)

PDF file: talk Guidance on Telephone Faults (524KB)

PDF file: Ofcom General Condition 24 on Sales and Marketing of Fixed-Line Telephony Services. Effective from 18 March 2010 (503KB)

Broadband
Our broadband supply responsibilities.

PDF file: broadband Acceptable Use Policy (180KB)

PDF file: Our customer complaints code (22KB)

PDF file: broadband Products and Charges (28KB)

PDF file: broadband Code Of Practice (29KB)

PDF file: broadband Migration Process (27KB)

PDF file: broadband Terms and conditions (26KB)

PDF file: Anti-virus Terms and Conditions (38KB)

Water
Our water supply responsibilities.

PDF file: Water Codes of Practice for Customers (169KB)

PDF file: Water Charges Scheme 2012/13 (204KB)

PDF file: Water Guaranteed Standards Scheme (62KB)

PDF file: Water Codes of Practice on Debt (56KB )

PDF file: Water Codes of Practice on Leakage (82KB)

PDF file: Our Promises to You (45KB)

PDF file: SSE Water Ltd Regulated Accounts to 31 March 2010 (136KB)

PDF file: SSE Water Ltd Regulated Accounts to 31 March 2011 (136KB)

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