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Consumer Futures

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Consumer Focus is the statutory consumer champion for England, Wales, Scotland and (for postal consumers) Northern Ireland. It was formed by the the Consumers, Estate Agents and Redress (CEAR) Act 2007.

It operates across the whole of the economy, persuading businesses, public services and policy makers to put consumers at the heart of what they do.

Consumer Focus tackles the issues that matter to consumers, and aims to give people a stronger voice. Consumer Focus has strong legislative powers. These include the right to investigate any consumer complaint if they are of wider interest, the right to open up information from providers, the power to conduct research and the ability to make an official super-complaint about failing services.

Funding comes from the UK Government Department for Business, Innovation and Skills (BIS) and from licenses paid by energy suppliers and the postal industry. Consumer Focus is also able to raise our own funds – for example, through externally funded projects.

Changes to the future of consumer representation across the UK

On 14 October 2010 the Government announced that Consumer Focus would be abolished and that some of our functions were likely to transfer to Citizens Advice, Citizens Advice Scotland and the General Consumer Council for Northern Ireland. BIS launched a public consultation on the consumer landscape in June 2011 (closes 27 September 2011).

Consumer Focus is working closely with Government and all concerned to ensure that this happens with minimal disruption to its work representing the interests of consumers across Great Britain and, on postal matters, in Northern Ireland

A transfer will follow the passage of the Public Bodies Bill and any necessary secondary legislation. The most likely date for this transfer will be Spring 2013. Until then Consumer Focus will maintain a full programme of advocacy on behalf of consumers.


History

Consumer Focus was created on 1 October 2008 by the merger of Postwatch, Energywatch and the Welsh, Scottish and National Consumer Councils.[1]

Energywatch

Energywatch was charged with protecting and promoting the interests of all gas and electricity consumers in England, Scotland and Wales. Energywatch was created in November 2000 under the provisions of the Utilities Act 2000. The last Chief Executive was Allan Asher.

The organisation offered consumer information and advice, and pursued certain complaints which the energy suppliers have failed to resolve.

In March 2005, Energywatch made a super-complaint to OFGEM about suppliers' billing practices. In response, OFGEM reduced the period within which suppliers could back-bill customers, and required suppliers to introduce a Billing Code of Practice on billing and an ombudsman scheme to resolve difficult complaints.

Other issues tackled by Energywatch included energy mis-selling, customer transfers and debt and disconnection.

Postwatch

Postwatch (officially: the Consumer Council for Postal Services) was a non-departmental public body set up in January 2001 - by Section 2 of the Postal Services Act 2000 to help customers with any issues or complaints they had with any Postal Service (including the Royal Mail) in the United Kingdom. It was funded by, and was accountable to, the Department for Business, Enterprise and Regulatory Reform.

Postwatch worked to ensure customers receive the best possible postal service. As well as dealing with consumer queries and complaints, Postwatch investigated matters that were relevant to users of UK postal services or relating to the number and location of post offices.

Postwatch was directed by an appointed part-time Council (with an appointed Chair), and a Chief Executive (not a Council Member). The final Chief Executive was Howard Webber.

Areas of work

Consumer Focus is an economy-wide consumer policy and advocacy organisation. It focuses on those areas where it has a particular responsibility or where it can make a big difference. It is the statutory consumer body for the energy and postal services markets. It also does work in financial services, public services, digital communications and on consumer rights.

It has three simple aims. •If consumers are treated unfairly to empower them, as far as is possible, to sort out issues themselves. •If big policy decisions are being made or there is significant market failure, it represents consumer interests with strong evidence and clear argument. •If some groups of consumers find themselves at a disadvantage it will challenge companies, regulators and other to safeguard their interests and improve levels of protection.

Key areas of activity include: smart meters; the UK Government's Green Deal; and UK copyright law.

Need advice? Consumer Focus does not provide advice for individuals with a problem - try Consumer Direct on 08454 04 05 06 (or call a local number) or you can visit the Consumer rights page on Direct.gov.

Consumer Focus does provide some information for consumers relating to its core areas of work (especially energy and post issues and it helps other organisations give accurate advice to consumers at the local level.

References

  1. ^ "Consumer Focus".

See also


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