Compliance, Quality & Regulation
At Mercia Utility Services we have a bespoke quality management system in place which ensures that we comply with all legislation and regulatory conditions. This ensures we provide a quality service while protecting our employees, clients and customers.
To ensure we continue to develop as a business we provide a comprehensive induction and on-going training to our employees which is then competency tested. We also carry out internal and an external audit which we use to identify any opportunities to further improve our employee’s skill levels
All our calls are recorded for training and monitoring purposes and we are fully PCI compliant in governing the security of card payment data. We review our calls on a regular basis as part of employee one-to-ones and development.
We have a complete policy library, training manuals and codes of practice in place to protect our customers, employees and clients. We also comply fully with all the Data protection guidelines (DPA) and have a strict DPA policy in place including not storing any card detail information, password protected systems and complete DPA audits to ensure this is complied with.
We have an extensive understanding of OFGEM’s licence conditions, specifically ‘Ability to pay’ and vulnerability.
Our computer systems are second to none and have the flexibility to be configured specifically around our individual customers’ needs.
Mercia Utility Services prides itself in offering a personalised service with tailored systems to independent Utility companies.