Citizens Advice response to Ofgem’s statutory consultation on Standards of Conduct for suppliers in the retail market
Consultation response on Standards of Conduct [ 110 kb]
We welcome the opportunity to respond further on the statutory consultation on
changes to the Standards of Conduct.
We strongly support the changes to the standards of conduct to place the
emphasis on outcomes for consumers (including non domestic consumers)
rather than process, as well as the specific introduction of a vulnerability
principle.
There are a growing number of suppliers in the market and, as a result, we
believe there are areas where Ofgem should provide additional guidance to help
companies understand their obligations to their customers. Citizens Advice is
supportive of Ofgem's new focus on compliance, as the shift to principles based
regulation requires more proactive monitoring of suppliers.
