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Citizens Advice response to Ofgem’s statutory consultation on Standards of Conduct for suppliers in the retail market

28 July 2017

Consultation response on Standards of Conduct [ 110 kb]

We welcome the opportunity to respond further on the statutory consultation on

changes to the Standards of Conduct.

We strongly support the changes to the standards of conduct to place the

emphasis on outcomes for consumers (including non domestic consumers)

rather than process, as well as the specific introduction of a vulnerability


There are a growing number of suppliers in the market and, as a result, we

believe there are areas where Ofgem should provide additional guidance to help

companies understand their obligations to their customers. Citizens Advice is

supportive of Ofgem's new focus on compliance, as the shift to principles based

regulation requires more proactive monitoring of suppliers.

Link to response Google Drive