The Consumers, Estate Agents and Redress (CEAR) Act 2007 saw the creation of new arrangements for consumer representation in the energy sector, these are:
a new consumer advocacy body which brings together energywatch, postwatch and the National Consumer Council - called Consumer Focus;
an extension of Consumer Direct to cover enquiries and simple complaints from energy customers;
a new requirement on energy providers (both suppliers and network businesses) to belong to a redress scheme approved by Ofgem. This scheme operates as a back-stop for customers that have been unable to resolve disputes with their energy provider. The redress scheme is capable of requiring resolution of disputes and compensation where warranted; and
a duty on Ofgem to set complaint handling standards which are binding on energy providers.
As a result of these changes and the duties on Ofgem to set complaint handling standards and approve redress schemes for energy, a number of work-streams took place. Publications relating to these are available on this section of our website.