Document title header 1 Document title header - 1 Document title header - Document title header 1 Document title header - 1 Document title header - Document title header 1 Document title header - 1 Document title header Role of Consumer Principles in the UK- Do 1 Energy, Water and Postal Industries - 1 Research conducted for the Consumer Futures Unit - Summary Report 1 itle header - 1 JuneDocument 2017 title header - Document title header 1 Document title header - Document title heClient logo 1 position - Client logo position 1 Client logo position - 1 Client logo position - Client logo position 1 Client logo position - 1 Client logo position - Client logo position 1 - 1 - 1 - 1 - - 1 1 - 1 - Role of Consumer Principles - Research Summary June 2017 2 - 2 Contents - 2 Document title header - 2 Executive summary ........................................................................................... 5 Document title header 1. Background to the research ................................................................ -...... 2 16 1.1. The Consumer Futures Unit ................................................................................. 16 Document title header - 2 1.2. Market research to explore the take up of consumer-focused frameworks ......... 18 Document2. Research title header methodology ................................................................ ..............- 2 19 2.1. Scope of the research........................................................................................... 19 Do 2.2. Overview of the research methodology ................................................................ - 2 19 3. The role of consumer principles frameworks .......................................... 22 - 2 3.1. Consumer policy tools .......................................................................................... 22 3.2. Application of consumer principles-based frameworks in other sectors ..............- 2 25 3.3. Application of consumer principles-based frameworks among consumer representative bodies ................................................................................................ - 2 .. 28 3.4. Pros and cons of principles-based regulation ...................................................... 30 itle header 4. Application in the Great Britain energy sector ........................................ 32 - 2 4.1. Ofgem’s role ......................................................................................................... 32 Document title header 4.2. Treating Customers Fairly – a regulator-led principles-based framework ............ 33 - 2 Document title4.3. header Comparison of Ofgem’s TCF principles with the CFU framework ........................ 35 4.4. Application of the Treating Customers Fairly framework by energy service - 2 Document titleproviders header ................................ ...................................................................................... 36 4.5. Comparison of the application of TCF principles by service providers with the- 2 Document titleCFU heClient framework logo ................................ position ................................................................ ............ 39 4.6. Evaluation of consumer-based frameworks in the GB energy sector ..................- 2 40 Client logo position4.7. Consumer -focused frameworks used by energy distribution network operators . 41 4.8. Consumer-focused frameworks used by the district heating sector .....................- 2 41 Client logo position 5. Application in the water industry in Scotland .......................................... 44 - 2 5.1. The Scottish domestic water industry ................................................................... 44 Client logo position 5.2. Regulation of the Scottish domestic water industry ................................ ..............- 2 45 Client logo position5.3. Application of consumer frameworks in the water industry in Scotland ............... 47 5.4. Comparison with the CFU framework ................................................................ - 2... 48 Client logo position5.5. Evaluation of Scottish Water’s performance......................................................... 49 5.6. Customer focus among non-domestic water suppliers ................................ -........ 2 49 Client logo position 6. Application in the water industry in England and Wales ........................ 51 - 2 Client logo position6.1. Consumer focus of the water industry in England and Wales .............................. 51 6.2. Ofwat – regulation and strategy ................................................................ ............- 2 52 - 2 6.3. Application of consumer frameworks in the water industry ................................ .. 55 6.4. Comparison with the CFU framework ................................................................ - 2... 58 - 2 6.5. Evaluation of consumer-based frameworks in the water industry in England and Wales ........................................................................................................................... - 2 58 - 2 - 2 - 2 - 2 - 2 Role of Consumer Principles - Research Summary June 2017 3 - 3 7. Application in the energy and water industries in Northern Ireland ...... 60 - 3 7.1. Regulation and consumer principles in the Northern Irish energy and water industries...................................................................................................................... 60 Document title header - 3 7.2. Regulation in Northern Ireland .............................................................................. 61 Document title7.3. header Application of consumer frameworks by service providers in the Northern Irish- 3 energy sector ............................................................................................................... 63 Document title7.4. header Application of consumer frameworks by service providers in the Northern Irish- 3 water industry .............................................................................................................. 64 Document title7.5. header Evalu ation of consumer-based frameworks in the Northern Irish energy and- 3 water industries ............................................................................................................ 66 Do 8. Application in the UK postal sector .......................................................... - 3 67 8.1. Consumer frameworks in the regulated postal sector ................................ .......... 67 8.2. Application of consumer frameworks in the regulated postal sector ....................- 3 68 8.3. Evaluation of consumer-focused frameworks in the regulated postal sector ....... 70 - 3 8.4. The unregulated postal sector .............................................................................. 70 9. Summary and conclusions ................................................................ ........- 3 73 9.1. Policy tools available to consumer protection authorities ................................ ..... 73 itle header 9.2. The benefits of a consumer principles framework ................................ ................ 73 9.3. The application of consumer-focused frameworks in the energy, water and- 3 Document titlepostal header sectors ................................................................................................ ............... 75 9.4. Drivers of a more consumer-centric approach to dealing with customers ...........- 3 76 Document title header 9.5. Characteristics of consumer-focused organisations ................................ ............. 77 - 3 Document title9.6. header Determining how far along the journey towards consumer principles an organisation is ................................................................................................ .............. 78 - 3 9.7. Differences by sector ............................................................................................ 79 Document title heClient logo position 9.8. Role of the CFU consumer principles framework ................................................. 81 - 3 ClientAppendix logo position A: case studies referred to in report ................................ ............ 85 Appendix B: research methodology .............................................................. - 3 95 Client logo position Appendix C: topic guide used in the qualitative interviews ........................ - 3 98 ClientAppendix logo position D: outline of stimulus for the qualitative interviews ................. 101 - 3 ClientAppendix logo position E: Citizens Advice Scotland Consumer Futures Unit ............... 102 Appendix F: About Purple Market Research ................................ ...............- 3 103 Client logo position Appendix G: further information .................................................................. 104 - 3 Client logo position - 3 Client logo position - 3 - 3 - 3 - 3 - 3 - 3 - 3 - 3 - 3 - 3 Role of Consumer Principles - Research Summary June 2017 4 - 4 - 4 Document title header - 4 Document title header - 4 Document title header - 4 Document title header - 4 Do - 4 - 4 - 4 - 4 itle header EXECUTIVE SUMMARY - 4 Document title header - 4 Document title header - 4 Document title header - 4 Document title heClient logo position - 4 Client logo position - 4 Client logo position - 4 Client logo position - 4 Client logo position - 4 Client logo position - 4 Client logo position - 4 Client logo position - 4 - 4 - 4 - 4 - 4 - 4 - 4 - 4 - 4 - 4 Role of Consumer Principles - Research