Complaint handling

The CEAR Act sets out a new framework for consumer representation.

Consumer Focus will be required to investigate complaints from energy consumers relating to a disconnection or a threat of disconnection and it will have the power to investigate energy and postal complaints made by or on behalf of vulnerable consumers.
Consumer Direct will deliver front line advice to gas, electricity and postal consumers.
The Regulators are required to set complaint handling standards for energy and post that are binding upon service providers.
Regulated service providers in the energy and postal sectors will need to become members of a redress scheme approved by the Regulators.

Document Download: Advice Agency leaflet - complaints handling Size: [296 KB] File Type: [.pdf]