Customer Protection Code of Practice – A Call for Inputs

Customer Protection Code of Practice – A Call for Inputs

Published date: April 27, 2023
Closing date:


About Consultation

Since 2017, eligible Non-Household (NHH) customers in England and Wales have been able to choose the Retailer that provides their water bills and other retail services3. The Business Retail Market can help deliver lower bills, encourage people to use less water and lead to improved services and offers. At the same time, NHH customers still need appropriate protection measures to ensure they do not suffer harm. Therefore, we closely monitor and regulate the market, intervening where necessary. We have also set limits on the prices smaller customers pay if they have not switched Retailer or renegotiated a new deal, to prevent them from losing out.

One way that customers in the NHH market are protected is via the Customer Protection Code of Practice (CPCoP), which sets out the minimum standards that all Retailers must comply with in their dealings with NHH customers. Retailers own the relationship between themselves and the customer, and the CPCoP 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 our final decision following our review of the Retail Exit Code, published in December 2022, we signalled that we would be publishing a Call for Inputs on how the CPCoP could be improved or strengthened.

Whilst we are asking stakeholders to submit their thoughts in writing, we may also seek to engage directly with some stakeholders as a part of our information gathering exercise.

How and where to respond

We would welcome any comments on this document. Please email them to [email protected] or post them to:
CPCoP CFI Response
City Centre Tower
7 Hill Street
Birmingham B5 4UA