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HISTORY

WLR Consumer Issues Task Group 5 th August 2002 Consumer Protection in CPS CPS Marketing Code of Practice Claire Robinson - Centrica. HISTORY. Requirement identified following proposal for removal of the Reply Slip Formal working group established in Jan ’02

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HISTORY

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  1. WLR Consumer Issues Task Group5th August 2002Consumer Protection in CPSCPS Marketing Code of PracticeClaire Robinson - Centrica

  2. HISTORY • Requirement identified following proposal for removal of the Reply Slip • Formal working group established in Jan ’02 • Representatives from BT, Powergen, Telco, TXU, npower, Virgin and Centrica • Detail developed during first 6 months of the year • Industry-wide consultation in late April/early May, seeking comments on: • General approach/likely support • Status of the Code (internal –v- external monitoring) • Scope (residential/small business;CPS/all telecoms) • Costs

  3. SCOPE OF THE CODE • Lifecycle of sales agents • Recruitment • Training • Identification • Conduct • Performance monitoring • ? Remuneration • Customer Contact • Guidelines for dealing with vulnerable customers, minors etc • Information to be provided to consumers • Contact hours • Literature • Auditing and monitoring of customer contact • Remedies • Managing complaints • External management and monitoring of compliance • Range of penalties for breach of Code requirements

  4. ISSUES • Establishing the Code • Appropriate administration body • Funding • Scope – CPS only? All fixed telecoms? All communications (incl. Internet, mobile etc)? • Support – likely membership

  5. CONCLUSIONS FROM WORKING GROUP • Joint approach with energy industry • Mandate from DTI/Ofgem to establish robust self-regulatory scheme within 6 months • Direct Marketing Association (DMA) identified as preferred Code Administrator • Established, credible organisation • Industry neutral • Existing expertise in managing Codes of Practice • Experience in Doorstep and Field sales • Option for Telecoms companies to adopt best practice guidelines as interim measure

  6. NEXT STEPS • Energysure accreditation scheme in place • Energy Code to be finalised Sept ’02 • Scheme must be in place by Dec ’02 • Code to be industry/product neutral • Process for incorporating telecoms to be determined – aim to have telecoms aspects in place simultaneously with energy (e.g. Dec ’02)

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