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 and sets out the behaviour that we expect from Retailers. Compliance with it is a requirement of Retailers’ licences and we have a duty to enforce against breaches of the CPCoP, in line with our Approach to Enforcement.
The document sets out, for consultation, our proposed decision to amend the CPCoP Change Proposal raised by Castle Water. This Change Proposal (CP0008) sought to allow Retailers to bill customers based on ‘estimated consumption’ when experiencing practical constraints accessing and therefore reading internal meters due to Covid-19 restrictions – see section 4 and Appendix A. We are proposing to amend this Change Proposal and are seeking views on our proposed decision – see section 7.
Where to send submissions
We welcome your views on the questions detailed in section 8 of this document by 5pm on Monday, 1 March 2021.
Please submit email responses to [email protected], with the subject ‘CPCoP consultation – CP0008’. Due to the pandemic, we are currently unable to accept responses by post.