Monitoring Strategy

RECC is an approved code under the Chartered Trading Standards Institute’s (CTSI) Consumer Codes Approval Scheme. All CTSI approved codes must monitor members’ compliance with the code. This is so that code sponsors can be confident in their code’s performance and continue to satisfy stakeholders that they are working effectively to reduce consumer detriment.

The Monitoring Strategy found here, aims to provide, when taken as a whole, a clear picture of:

• the level of compliance across the Code’s membership;
  
• areas that are causing particular difficulty and may require guidance or other assistance from the Executive; 
  
• how individual Code Members perform against the average;
  
• improvements in the level of compliance and reduction of consumer detriment over time; 
  
• reported customer satisfaction levels; and
  
• the aspects of service giving rise to complaints, the level of complaints and the status of their resolution. 

There are 10 key compliance areas of the Code against which Code Members and, as far as possible, Applicants to the Code, are monitored. These were initially developed based on analysis of the results of the monitoring activities between 2006 and 2014 and are reviewed annually to ensure that they are still fit for purpose.

Gathering data on Code Members’ performance against these Compliance Areas gives the Executive a clear picture of the state of compliance of the individual Code Member, of the individual Code Member against the average, and across the Code as a whole. At an individual Code Member level, monitoring enables the Executive to pinpoint areas where a Code Member needs to improve and to help them reach compliance, as well as to identify instances where disciplinary action may be required.