Our regulatory and guidance information - Scottish Hydro Electric

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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 (39KB)

PDF file: Guide to Service Standards 2012-2013 (1.33MB)

PDF file: Fuel Mix Disclosure (112KB)

PDF file: Complaint Handling Statement (1.45MB)

PDF file: Annual Customer Complaints Report (783KB)

PDF file: Paying your energy bill (106KB)

PDF file: Prepayment Meter Statement - Information on Pay As You Go Services (796KB)

PDF file: Careline Customer Statement (19KB)

PDF file: Visiting your property (164KB)

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

PDF file: Staying Connected Consumer Checklist (737KB)

PDF file: Staying Connected Concise Checklist (1.58MB)

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 up to and including 15 April 2013 (87KB)

PDF file: General terms and conditions for the supply of fixed line telephone service from 16 April 2013 (87KB)

PDF file: talk Our customer complaints code (80KB)

PDF file: talk Our phone service code of practice (116KB)

PDF file: talk standard (non fixed term) charges and tariffs information effective from 8 October 2012 to 2 June 2013 (209KB)

PDF file: talk standard (non fixed term) charges and tariffs information effective from 3 June 2013 (131KB)

PDF file: talk fixed term contract charges and tariffs information sold up to and including 15 April 2013 (210KB)

PDF file: talk fixed term contract charges and tariffs information sold on or after 16 April 2013 (139KB)

PDF file: talk Guidance on the use of operator services (45.49KB)

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 (188KB)

PDF file: Broadband Our Customer Complaints Code (80KB)

PDF file: Unlimited Broadband Products and Charges sold up to and including 15 April 2013 (1.47MB)

PDF file: Unlimited Broadband Products and Charges sold on or after 16 April 2013 (77KB)

PDF file: Usage Based Broadband Products and Charges (1.42MB)

PDF file: Broadband Code of Practice (44KB)

PDF file: Broadband Migration Process (41KB)

PDF file: Broadband Terms and Conditions (26KB)

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

Smart meters
Here are the Smart meter devices that we will be installing into our customer's homes.

PDF file: Electronic Index Smart Gas Meter (1.16MB)

PDF file: E470 Tokenless Smart Prepayment Meter (797KB)

PDF file: AS300P Single Phase Smart Meter (2.26MB)

Green Deal
Our Green Deal responsibilities.
PDF file: Green Deal Data And Privacy Charter (369KB)

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Gas and electricity

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Help and advice

Scottish Hydro is a trading name of:

SSE Energy Supply Limited Registered in England & Wales No. 03757502
(Supply of Electricity, Home Phone, Broadband and Feed in Tariffs);

Southern Electric Gas Limited Registered in England & Wales No. 02716495 (Supply of Gas);

SSE Water Limited Registered in England & Wales No. 06021063
(Supply of Water);

SSE Home Services Limited Registered in Scotland No. SC292102
(Heating & Wiring, Shield Care & Servicing, Heating & Electrical Installations, Renewable Heating & Eco);

SSE Energy Solutions Limited Registered in Scotland No. SC386054
(Energy Efficiency Installations & Insulation Products);

SSE Green Deal Provider Limited Registered in Scotland No. SC432920
(Green Deal scheme)

All members of the SSE Group

The Registered Office of SSE Energy Supply Limited, Southern Electric Gas Limited and SSE Water Limited is 55 Vastern Road Reading Berkshire RG1 8BU

The Registered Office of SSE Home Services Limited, SSE Energy Solutions Limited and SSE Green Deal Provider Limited is Inveralmond House 200 Dunkeld Road Perth PH1 3AQ