What to do if you don’t understand or disagree with a decision we make about your compliance with the Code
Queries about Performance Assurance
There are several ways you can get in touch with us if you have questions about the Performance Assurance Framework and how it applies to you.
For most queries, you can:
- Log a ticket in Elexon Support
- Contact your Operational Support Manager (OSM) if you have one
- Send an e-mail to [email protected]
You may also wish to read through the Performance Assurance Guidance Notes – the Menu of Performance Assurance Techniques and Settlement Risk notes are a good place to start.
If you have specific queries about a notification of Supplier Charges you have received, you should e-mail [email protected]
Queries about Trading Disputes can be raised through Elexon Support or by sending an e-mail to [email protected]
Can I appeal the decisions Elexon make about my performance or compliance with the Code?
If you disagree with a decision we have made about your compliance with the Code, or the deployment of a Performance Assurance Technique, you can question this by raising a ticket in Elexon Support or sending an email to [email protected] or your OSM, if you have one.
When raising your query, please be as specific as possible in setting out why you disagree – for example, you may wish to point to a specific section of the Code that you believe shows you are not non-compliant.
We will arrange a meeting with you to discuss the issue and try to find an acceptable solution. If we cannot agree on one, you may be able to appeal the decision with the Performance Assurance Board (PAB).
Can I appeal decisions made by the Performance Assurance Board or Trading Disputes Committee?
A BSC Party can appeal decisions made by the PAB or Trading Disputes Committee (TDC) if it believes they have:
- Not followed due process
- Over or under-emphasised certain circumstances or evidence submitted and/or
- Misinterpreted some or all of the evidence submitted
Party Agents cannot appeal these decisions, but a BSC Party can appeal decisions on their behalf.
Appeals are heard by the BSC Panel, whose decision is final, except in cases of Breach and Default or Removal of Qualification in which a Party or Party Agent may also appeal directly to Ofgem.
To appeal a decision by raising a ticket in Elexon Support, sending an email to [email protected] (for PAB Decisions) or [email protected] (for TDC Decisions), or through your OSM, if you have one.