If a payer thinks they have been invoiced incorrectly in the first instance they should contact EMRS, the settlement agent, at Contact@emrsettlement.co.uk.
EMRS will check the invoice in question and in the event of any errors a new invoice will be issued.
If, after raising a query with EMRS the payer is still not satisfied they may raise a dispute notice with ESC by emailing email@example.com.
Upon receipt of a dispute notice ESC will review the dispute and decide whether to appoint an independent person to assist with its determination of the dispute. Once ESC has reviewed all the information (including any report or audit provided by the independent person, if applicable) it will make a determination and notify the disputing party of its decision and the reason for the decision.
Please see Chapter 2 of Part 10 of the The Electricity Capacity Regulations 2014 for more information.
While a dispute determination is ongoing, the relevant entry will marked as under dispute. If the outcome of the determination is that the payment was not due, the entry will be removed from the non-payment register. If the outcome of the determination is that the relevant payment should have been made then the entry will no longer be marked as under dispute and will remain on the register for 12 months from the entry date as per any other entry.