The Customer Protection Code of Practice (CPCoP) sets out the minimum standards that all Retailers must comply with in their dealings with Non-Household (NHH) Customers. It also sets out the minimum standards of behaviour that we expect from Retailers, and compliance is a requirement of Retailers’ licences, which is ultimately enforceable by Ofwat.
In April 2023, we published a Call for Inputs on how the CPCoP could be improved or strengthened. We received 22 responses, which covered an extensive range of issues. In light of the responses, we think that there is a case for making some immediate, minor, changes to the CPCoP in some areas, while in other areas we think that there is a case for more significant changes to be made which will require further consideration and consultation
Given the large number of issues that we think deserve consideration, we have decided to split our proposals for changes into two tranches. The first tranche will cover straightforward and minor changes designed to ensure the CPCoP is up-to-date, comprehensible, and efficient. We expect these changes to be largely uncontroversial and could be implemented quickly. The second tranche will cover more significant and complex changes to the CPCoP
intended to strengthen protections for NHH customers and better support the development of the market. We expect these changes will take longer to develop and consult on. This document sets out, for consultation, Ofwat’s proposal to make the first tranche of changes to the CPCoP. Subject to consideration of any comments received, we expect to publish a Decision in November 2023 concerning the proposals contained in this document.
We expect to publish a consultation on the second tranche of proposed changes towards the end of the year.
We would welcome your comments on this Change Proposal by 5pm on Monday 23 October 2023. Please email them to [email protected] with the subject ‘CPCoP Tranche 1 Consultation’ or post them to:
CPCoP Tranche 1 Consultation Response
11 Westferry Circus