Consumer representation for postal users
Consumer Focus was set up to champion the rights of consumers across a number of sectors (including postal services) and was created via the use of provisions contained in the Consumers, Estate Agents and Redress Act 2007. Consumer Focus began operation on the 1 October 2008 and was formed by the merger of the National Consumer Council, Energywatch and Postwatch, creating a more powerful consumer body with stronger statutory powers and a wider remit.
Consumer Focus campaigns for a fair deal for consumers and it has powers which include: the right to access information from service providers; the power to conduct research; and the right to investigate any consumer complaint if it is of the wider interest. It can also make an official super-complaint about services that are failing consumers.
The Postal Redress Service (POSTRS), an independent body, is in place for resolving disputes over postal complaints. Under the Postal Services Act 2011, Ofcom, as the new regulator for postal services, has responsibility for approving the postal redress service.
On 14 October 2010 the Secretary of State for Business, Innovation and Skills announced his intention to abolish Consumer Focus and transfer most of its consumer related research and advocacy functions to Citizens Advice. A consultation on the proposals "Empowering and protecting consumers" was launched on 21 June 2011 with a closing date of the end of September. It is envisaged that the process will be completed by March 2013 subject to the outcome of the consultation.
