Ofwat consults on proposals to boost business customer protections

Ofwat is consulting on the next tranche of revisions to the Customer Protection Code of Practice (CPCoP) in the business retail market. These are to address risk of customer harm and to further protect customer interests.

The mooted changes include a principles revamp . Ofwat is concerned the current "General Principles" lack customer focus. It has suggested renaming them the "Principles of Retailer-Customer Interaction and it has proposed a new "Primary Principle" be added concerning the customer interest, and new "Supporting Principles" of Efficiency and Proportionality.

Other changees under consideration are:

• extending microbusiness protections to all small businesses, with retailers required to design vulnerability strategies to identify and support vulnerable non-household customers.

• requiring retailers to collect information from customers to share with wholesalers in the event of an emergency or unplanned event.

• requiring retailers to promote the benefits of the market as well as provide greater support for customers who wish to switch, increase the visibility of complaints processes and redress options and ensure automatic contract renewals do not occur without explicit prior customer knowledge and consent;

• requiring retailers to only engage with third party intermediaries who adhere to the CPCoP good practice principles, but to cooperate with them willingly;

• producing a customer-friendly version of the CPCoP which retailers would need to provide to customers on sign-up; and

• further explaining already-trailed changes regarding meter reading and billing.