The Real assurance code available to view here
Consumer Code - Scheme - REAL Assurance Scheme has been broken by British Gas so I presume this is now happening,
[h=4]10 Monitoring performance[/h]The scheme administrator will assess how effective the Code is in delivering higher standards to consumers. The scheme administrator will carry out the following monitoring and auditing measures, and report the results to the panel:
- assess feedback from consumers obtained through consumer satisfaction surveys;
- analyse cases it is aware of in which members have not kept to the Code;
- carry out regular audit compliance checks of members' performance;
- analysis of conciliation and arbitration cases; and
- carry out 'mystery shopping' exercises to judge members' performance.
The scheme administrator will publish the results of this monitoring in an annual report, which it will make available to members, the Office of Fair Trading and other relevant organisations, and also publish it on the website. The report will include plans for improving consumer satisfaction levels and the contents of the Code. The panel will then consider them and take any appropriate action.