Workshop sessions: day two

1. Workshop sessions: day two • CD infrastructure • CD advisors • Quality and contract management • Referral pathways and standardised service • Discussion • Review and next steps

2. Session 4: referrals pathways and standardisation • Scope of the Consumer Direct service • Information exchange • Referral pathways • Referral protocols • Case coding • Feedback processes

3. 80% Scope of the CD service • First tier advice for consumers: • Pre-shopping advice (e.g. how to find a reputable tradesman, information on codes of practice) • Consumer rights • Practical ‘next step’ guidance on obtaining redress. • All other enquiries • Debt • Welfare • Health Service • Education • Refuse collection Consumer Direct handles In scope Referral/ Signposting • Enquiries where agency exists (e.g ASA, FOS) • Enquiries likely to require enforcement • Consumers needing extra help and support Out of scope Signpostonly 20%

4. Consumer Direct – Conceptual Service Model Information exchange

5. Referral pathways • CD aims to empower consumers to resolve issues themselves but additional support may be required if: • The consumer is vulnerable • The case in question is particularly complex • The consumer has been the victim of illegal activity • Referral partners are key to the provision of a complete service • TSS and Consumer Focus are key partners • Referral protocols provide information on the level of assistance available from partner organisations

6. Referral pathways

7. Referral protocols • Each referral partner provides a protocol which details to level of assistance available locally • Referral protocols are held on the knowledge base and are available to every advisor • Each contact centre is responsible for ensuring that local protocols are kept up to date • Each protocol provides information on the services available and the commitment that can be given to the consumer • On average referral partners will contact consumers to offer further support within 5 working days

8. Referral protocols • Referral protocols include: • Public contact details • Accessibility information • Information regarding criminal matters investigated • Information regarding support available to consumers • Information on services available for business callers • Specialist service information e.g. animal health, food • Operational contact details

10. Case coding • Cases are largely coded as trader complaints or enquiries • Every case is classified using an agreed set of product/service and business practice codes • Every case is classified by complaint type and action taken • Referrals to partners are recorded • Consumers are asked how they heard about the service and this is recorded • Trader details are recorded where appropriate

11. Feedback process • Each CD centre is responsible for developing a quality feedback process with each referral partner • Enables issues to be addressed and promotes debate • Fosters a culture of partnership working and shared ownership • Process is monitored centrally in order to identify trends and development areas

12. Questions • Will you be relying on specialist organisations to provide support services? • Are roles and responsibilities sufficiently robust to allow for protocols to be developed? • How will you classify complaints?