Engaging on consumer issues

Mae’r dudalen yma ar gael yn Gymraeg.

Our principal duty is to protect the interests of current and future consumers, with a further duty relating to the most vulnerable. An important element in fulfilling this duty is to understand what really matters to consumers and to ensure they remain at the heart of everything we do. This approach is known as our Consumer First Programme.

Consumer research

A core part of the programme is undertaking independent quantitative and qualitative consumer research to shape our key policy decisions. A wide range of consumers are involved in our research - including more vulnerable people - to make sure their needs and priorities are accounted for in our work.

Find out more and view our research publications at Consumer research

Domestic and non-domestic consumer panels

We also draw on insight from a variety of places to make sure staff from across the organisation understand the priorities, views and experiences of domestic and non-domestic consumers. These include:

Consumer First Panel

Eighty everyday domestic customers recruited from four locations across Britain. The panel meets regularly to discuss key issues impacting on their participation in the energy market, as well as other topics related to energy.

View outputs from the panel meetings at Consumer research

Consumer Challenge Group

Relevant to our work on network price controls, the group comprises a small number of consumer experts who act as our ‘critical friend’ and bring additional expertise that we could not address through market research alone.

Find out more at Consumer Challenge Group

Non-domestic Large User and Small and Medium User groups

Our work for non-domestic customers is informed through our Large User and Small and Medium User Groups. These groups meet two to three times a year and provide an opportunity for industrial, commercial and Small and Medium Enterprise customer representatives to discuss their issues of concern with us, and for us to provide updates on our work.

Find out more at Non-Domestic: Large User Group and Non-Domestic: Small and Medium User Group

Other ways we engage

As well as though panels and research, we involve thousands of consumers in our work through regular surveys and workshops and through innovative approaches such as video research and collaborative engagement, bringing consumers and energy suppliers together.

View a full list of our stakeholder activities at Forums, seminars and working groups

Further information

If you would like to contact us about our Consumer First Programme please email us on consumer.first@ofgem.gov.uk.

Publications and updates

  • Published: 16th Dec 2011
  • Other
  • 1 Associated documents
This is an informational piece put together by the Consumer First Team on all of Ofgem's recent consumer work.

  • Published: 9th Aug 2011
  • Other
  • 1 Associated documents
This is an informational piece put together by the Consumer First Team on all of Ofgem's recent consumer work.

  • Published: 19th Apr 2011
  • Other
  • 1 Associated documents
This is an informational piece put together by the Consumer First Team on all of Ofgem's recent consumer work.

  • Published: 16th Dec 2010
  • Other
  • 1 Associated documents
This is an informational piece put together by the Consumer First Team on all of Ofgem's recent consumer work.

  • Published: 13th Oct 2010
  • Reports and plans
  • 1 Associated documents
This is an informational piece put together by the Consumer First Team on all of Ofgem's recent consumer work.

  • Published: 5th Aug 2010
  • Other
  • 1 Associated documents
The Bulletin is an informational piece put together by the Consumer First Team on all of Ofgem's current consumer work strands.

  • Published: 22nd Apr 2010
  • Other
  • 1 Associated documents
This bulletin is an informational piece on Ofgem's consumer work strands.

  • Published: 4th Dec 2009
  • Other
  • 1 Associated documents
This Bulletin is an informational piece on all of Ofgem's current consumer work strands.

  • Published: 24th Nov 2009
  • Reports and plans
  • 1 Associated documents
This Factsheet outlines Ofgem's Consumer First programme which enables the regulator to better understand the needs and concerns of ordinary energy users.

  • Published: 11th Aug 2009
  • Other
  • 1 Associated documents
This Bulletin is an informational piece on all of Ofgem's current consumer work strands.

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