With effect from 1st November 2024, Dispute Resolution Ombudsman (DRO) will provide Alternative Dispute Resolution (ADR) services to TPIs such as energy brokers, and their customers.
In a drive to improve outcomes for all parties DRO has widened its remit to accept disputes from microbusiness¹ customers of energy brokers who have committed to our qualifying scheme.
Our service is delivered by a legally qualified team who will investigate complaints fairly and impartially and utilise legal principles to ensure fast and accurate outcomes.
Who is Dispute Resolution Ombudsman?
DRO is part of The Ombuds Group and has been providing ADR services for more than 30 years. In addition to DRO, we operate schemes including the Rail Ombudsman, the Furniture and Home Improvement Ombudsman and provide services to the Water Industry and the Independent Football Ombudsman (IFO).
Register with Dispute Resolution Ombudsman
Registering with DRO is simple. Complete our Application Form and return it to us at membership@disputeresolutionombudsman.org
Once we receive your completed form, we’ll complete our checks and confirm your membership within 5 working days.
Why register with DRO?
Ofgem states that suppliers must only work with TPI’s, who are registered with a qualifying dispute settlement scheme.
Being registered with DRO will allow energy brokers to continue selling energy contracts to suppliers who have microbusiness¹ customers.
Have questions about becoming a member? Why not schedule a call with our Membership Director – Richard Griffin.
¹From 19 December 2024, we will also be accepting complaints from small business consumers.
FAQ's
What is ADR?
ADR is Alternative Dispute Resolution and DRO is a dispute resolution scheme that provides customers with a route to redress when a dispute occurs. DRO is approved by the Chartered Institute of Trading Standards and fully compliant with the ADR Regulations.
Does a broker have to be a member?
Yes. It is a licence condition placed on suppliers that they can only work with TPI’s who are signed up to a qualifying ADR scheme. Schemes are self-assessed and DRO has self-assessed as compliant.
Who offers ADR with the Energy Sector?
Alongside DRO, the other providers are the Energy Ombudsman, the UIA.
What is QDSS?
QDSS means “Qualifying Dispute Settlement Scheme” – it’s the guidance that Ofgem have issued where they suggest that an ADR provider should meet certain requirements in order to be a QDSS. Things like being independent, having the power to make brokers pay / implement awards, offer translation services etc. Its principles are based on the ADR Regulations.
Do Ofgem approve or authorise ADR providers?
No – Ofgem does not approve any ADR provider. They have issued the QDSS guidance and if an ADR provider self certifies that they adhere to QDSS then brokers are free to use them, DRO has self-certified as compliant.
Do suppliers approve or authorise ADR providers?
No – suppliers cannot approve ADR providers but of course they will want to ensure the supplier chosen by the TPI is compliant with Ofgem QDSS guidance. DRO is compliant with these requirements.
Can suppliers force a broker to only use a certain ADR provider?
No – as long as a brokers choice of ADR provider meets QDSS then they can use any provider. We are not aware of any supplier TPI agreement specifically requiring a broker to use a specific ADR provider.
A supplier has said they don’t recognise my chosen ADR provider – what can I do?
Firstly, we’d suggest you review your TPI agreement with the supplier. Unless it requires you to use a certain ADR provider (which it shouldn’t) you are not breaching your agreement and there should be no reason to force you to use one provider. If this happens, we would urge you to contact us immediately so that this matter can be resolved swiftly.
Why haven’t Ofgem clarified the position?
DRO have presented a fully compliant Self-Assessment to Ofgem. This has been acknowledged and Ofgem have advised that DRO will be added to their website following a planned ‘website overhaul’ in due course.
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