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Ofwat implements new Covid protections for businesses

by Karma Loveday

Ofwat has approved and will implement today its amended Customer Protection Code of Practice change proposal CP0009, affording additional protections to business customers impacted by Covid-19 restrictions.

The change, only minority altered from the draft consulted on earlier this month, will:

  • clarify the expectations of retailers in terms of promoting and signing up customers to Covid-19 repayment schemes;

  • ensure retailers take reasonable steps to maintain contact with customers on Covid-19 repayment schemes to understand their circumstances and tailor their plans before any kind of debt collection action (including the use of debt collection agents, interest, late payment fees, disconnection) is pursued;

  • ensure retailers are able to demonstrate that they have taken reasonable steps to engage with their customers before taking any debt recovery action; and

  • ensure retailers report to Ofwat and CCW from 20 January and monthly thereafter data relating to the number of non-household customers that are on repayment plans (Covid-19 and any other) and the level of enforcement action being carried out.

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