The Customer Protection Code of Practice (“CPCoP”) sets out the minimum standards that all Retailers must comply with in their dealings with Non-Household 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.
This document sets out, for consultation, Ofwat’s proposal to make a change to the CPCoP. The proposed amendments to the CPCoP are intended to deliver greater protections for those Non-Household Customers who have accrued credit against their accounts, for example through pre-payment for services and deposits, including where the Retailer has exited the market or the customers’ account has been closed.
The policy aim of this Change Proposal is to provide additional protections to non-household customers in relation to credit – including in the event of a Retailer failure or in the event of a customer account closure.
Where to send submissions
We welcome your views on the questions detailed in section 7 of this document by 5pm on 9 August 2021.
Please submit email responses to [email protected], with the subject ‘CPCoP consultation – CP0010’. Due to the pandemic, we are currently unable to accept responses by post.