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 its compliance is a requirement of Retailers’ licences.
This document sets out, for consultation, our proposed decision on a change to the CPCoP. A Customer Protection Code Change Proposal was raised by the Utilities Intermediaries Association (“the Proposer”). It has proposed amendments to the CPCoP to ensure ease of access to audio records where a Micro-business customer has orally agreed to a contract (“the Change Proposal”). We are proposing to reject the Change Proposal and we are seeking views on our proposed decision.
Unless otherwise specified, the terms used in this document are those defined in the CPCoP.
Where to send submissions
We would welcome your views on the questions detailed in section 6 of this document by 5pm on 9 August 2021.
Please email them to [email protected]. We are currently unable to accept consultation responses by post.