The Customer Protection Code of Practice (“CPCoP”) sets out the rules that all retailers must follow to ensure that Non-Household Customers are protected in the new market. It sets out the minimum standards that all Retailers must comply with in their dealings with Non-Household Customers, and compliance with the CPCoP is a legal obligation under all Retailers’ standard licences conditions.
Following implementation of CP0002, the CPCoP enables Micro-businesses (i.e. a Non-Household Customer where the number of employees is less than ten) to orally conclude contracts. This document is a Call for Inputs in relation to a Customer Protection Code Change Proposal which has been raised by the Utilities Intermediaries Association (“the Proposer”). The Proposer has suggested that amendments sare made to the CPCoP to ensure ease of access to audio records where a contract has been orally concluded by a Micro-business (“the Change Proposal”). The CPCoP requires Ofwat to consult on its proposal to accept, reject or amend a Customer Protection Code Change Proposal.
We welcome your views on the questions detailed in section 4 of this document by 5pm on 1 April 2020.
Please submit email responses to [email protected], with the subject “CPCoP: Call for Inputs – ease of access to audio records” or post them to:
CPCoP: Call for Inputs – concluding oral contracts
Centre City Tower
7 Hill Street