20 July 2008
Department for Innovation, Universities and Skills (DIUS)
 
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Consumer Voice

Plans are proceeding to implement the provisions of the Consumers, Estate Agents and Redress Act 2007 (CEARA), which establish a new consumer advocacy body for the UK.

The key objectives of the new arrangement are to:

  • deliver a robust new consumer representation framework for consumers across a large swathe of the UK economy, which will facilitate access to advice and support and provide an effective framework for consumer education;
  • increase the critical mass and effectiveness of the new consumer advocacy body to better engage with Government, regulators and industry;
  • provide a more flexible response to consumer concerns and better prioritise activity across markets;
  • promote effective resolution (rather than just handling) of consumer problems; and
  • deliver better value for money for taxpayers and consumers.     

The new system will be delivered, by 1 October 2008, via:

  • the establishment of a new, statutory National Consumer Council (NCC) and the operational closure of the existing bodies (old NCC, energywatch and Postwatch);
  • the establishment of a framework for robust redress schemes for consumers in the energy and postal sectors;
  • the conclusion of arrangements for the regulators in the energy and postal services sectors to make regulations to prescribe complaint handing standards binding on suppliers in those sectors;
  • the extension of Consumer Direct to cover enquiries and simple complaints from consumers in the energy and postal services sector.

For further information please see our Background and Implementation pages.

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