Complaints process for initial checks
To support customers, we have introduced a new faster complaints procedure enabling customers to raise a complaint, or disagreement about the final outcome of initial checks. This faster process allows us to review complaints efficiently, ensuring projects with valid appeals can re-enter the Connections Reform process (also known as the Gate 2 to Whole Queue or GT2WQ process).
A route back into the GT2WQ process: a new complaints approach for faster response.
This new process gives customers a formal route to raise concerns, specifically the decisions made after initial checks. Note, it does not cover broader reform policy or code complaints.
Customers can raise a formal complaint only after receiving their final outcome from the initial checks. If you believe we have made an error in how the process was administered, you can submit a complaint using a standard form, which will be provided once the final decision is shared. We have chosen to introduce this process as an additional measure to support customers who still feel something isn’t right, even after the checks. This will ensure that we can get you back into the process quickly if a complaint is upheld.
Customers will have two clear working days’ to raise a complaint. We know the timeline might feel condensed, but if customers wait longer than two days, we may not be able to get them back into the reform process, even if the complaint is upheld. Acting quickly gives us the best chance to resolve things if something has gone wrong.
If a customer raises a complaint within the two working days of receiving the final initial checks outcome, we will be able to review it quickly. If the complaint is upheld, we will place customers back into the G2TWQ process. If it is not upheld, they will exit the process and can explore other industry routes, such as raising a dispute through the Connection and Use of System Code (CUSC), or other formal channels. Please note, these processes can be lengthy and make timely re-entry into the GT2WQ process very unlikely. It is therefore essential that complaints are raised within the two-day window
How to make a complaint
If you do not agree with the outcome of the initial checks, you can raise a formal complaint via the portal or the button below (please use ‘complaint’ in the subject of the message to help us identify it).