Response to Ofgem’s working paper on domestic supplier customer communications rulebook reforms
We welcome Ofgem’s work to review customer communications. The current rules are not as effective as they need to be at informing and engaging consumers, and they don’t allow sufficient innovation.
Our main views on Ofgem’s work so far are that:
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The proposed regulatory framework and principles should be effective in ensuring information is provided, but more thought needs to be given to how Ofgem ensures information has due prominence and is timely and regular.
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All consumers need to benefit from these changes. Ofgem should remove the current disparities that exist in the quality and quantity of communications depending on type of contract, payment method and meter type.
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To ensure consumer access to third party advice and support, information about these services should be provided prominently, frequently, and at key decision points.