About Us
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.