Introduction
This Code of Conduct ("Code") sets out the standards that Tariff Tribe adheres to when acting as a Third Party Intermediary (TPI) or energy broker. The purpose of this Code is to protect the interests of small business customers ("Customers") when introducing them to energy suppliers and offering energy-related advice. By following this Code, Tariff Tribe aims to conduct business in a fair, honest, and transparent manner.
Failure to comply with this Code may result in disciplinary action, including the suspension of commission payments and termination of agreements with partners.
Principles
Tariff Tribe is committed to delivering excellent service and positive outcomes for Customers, guided by the following principles:
Transparency: We provide clear, accurate, and honest information about the services we offer and the energy contracts available.
Professionalism: We maintain a high standard of behaviour, acting in good faith and treating all Customers with respect.
Compliance: We adhere to all relevant legal and regulatory requirements, including data protection laws and industry standards.
Customer Focus: We prioritise the needs and best interests of the Customer, ensuring that the products and services offered are suitable and beneficial.
1. Sales and Marketing Practices
1.1 Fair and Honest Representation
Tariff Tribe will present information about energy suppliers and contracts accurately and will not make false, misleading, or exaggerated claims. We will clearly explain the services provided and any associated costs or commissions.
1.2 Suitability of Products
We ensure that the energy products recommended are appropriate for the Customer’s needs, considering factors such as consumption patterns, contract terms, and business requirements.
1.3 Disclosure of Commission
Tariff Tribe will disclose the nature of its relationship with energy suppliers, including any commission arrangements, and provide an estimate of the commission value if requested by the Customer.
2. Contract Management
2.1 Accurate Contract Submission
All contract submissions must be complete, accurate, and compliant with regulatory requirements. Tariff Tribe will ensure that:
The principal terms of the contract are provided in full to the Customer.
Payment details are collected, and the Direct Debit Guarantee is offered where applicable.
Evidence is available to confirm that the contract was understood and agreed upon by the Customer.
2.2 Change of Tenancy (COTs)
When handling a Change of Tenancy (COT) request, Tariff Tribe will collect necessary evidence, such as a lease agreement or business rates notice, to confirm the Customer’s responsibility for the premises. COT requests will be handled promptly to avoid delays or erroneous transfers.
3. Customer Communication
3.1 Professional Conduct
All interactions with Customers will be conducted in a professional manner, respecting their preferences and needs. Tariff Tribe will:
Provide factual and unbiased advice, based on industry knowledge and best practices.
Respect the Customer’s right to make an informed decision without pressure or aggressive sales tactics.
Acknowledge and accommodate the diversity, ethnicity, and potential vulnerability of Customers, making appropriate adjustments where needed.
3.2 Complaints Handling
Tariff Tribe will maintain a clear and accessible Complaints Handling Procedure. All Customer complaints will be addressed promptly and fairly, with updates provided throughout the resolution process. Tariff Tribe will be a registered member of the Ombudsman Energy Qualifying Dispute Settlement Scheme to ensure fair handling of disputes.
4. Data Protection and Privacy
4.1 Compliance with Data Protection Laws
Tariff Tribe is committed to protecting the privacy of Customers and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We will ensure that Customer data is collected, processed, and stored lawfully.
4.2 Informed Consent
Customer interactions will be conducted with the correct responsible party, and the Customer will be informed of how their data will be used. Tariff Tribe will obtain explicit consent before sharing Customer information with third parties, including energy suppliers.
4.3 Data Security
Tariff Tribe will implement appropriate technical and organisational measures to safeguard Customer data from unauthorised access, loss, or damage. Any data breaches will be reported promptly, and affected parties will be notified in accordance with legal requirements.
5. Monitoring and Compliance
5.1 Internal Monitoring
Tariff Tribe will regularly monitor its sales and service activities to ensure compliance with this Code. Monitoring may include site visits, remote audits, and reviews of Customer interactions.
5.2 Corrective Actions
In cases where non-compliance with the Code is identified, Tariff Tribe will take appropriate corrective actions, which may include retraining staff, revising sales processes, or implementing targeted monitoring.
5.3 Sanctions for Non-Compliance
Failure to adhere to this Code may result in:
Suspension of commission payments.
Implementation of an action plan for corrective measures.
Termination of agreements with non-compliant partners.
6. Training and Development
6.1 Employee Training
Tariff Tribe will ensure that all employees and representatives receive comprehensive training on the products and services offered, as well as the requirements of this Code. Training will be updated regularly to reflect changes in market conditions, products, and regulatory requirements.
6.2 Ongoing Education
Employees will stay informed about industry developments, new legislation, and best practices to ensure high-quality service and compliance with the Code.
7. Promotional Material
7.1 Compliance with Advertising Standards
All promotional materials used by Tariff Tribe will comply with the UK Code of Non-broadcast Advertising and Direct and Promotional Marketing (CAP Code). Materials will be truthful, non-misleading, and approved before use.
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