Retailers asked for easier access to audio records of verbal switches

March 15, 2020

Ofwat is seeking views by 1 April on a change proposed to the Customer Protection Code of Practice in the business retail market, to ensure ease of access to audio records where a contract has been orally concluded by a micro-business.

 

Proposed by the Utilities Intermediaries Association, CP0004 follows the implementation of CP0002, which allowed water switches by micro businesses to the concluded orally. The code change relates to complaints, and requires retailers to cooperate with requests from micro businesses or their representatives to access all relevant audio records in an accessible format within five business days.

 

Ofwat said it was supportive in principle, but wanted more information on the impacts of the proposal and whether it was the most appropriate means of achieving the desired customer protection outcome. 

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