Customer Protection Code of Practice Change Proposal – Ref CP0004
| Date | 10 February 2022 |
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Customer Protection Code of Practice Change
Proposal – Ref CP0004
Modification
proposal
Customer Protection Code of Practice Change Proposal1 – CP0004 –
Ease of access to audio records
Proposer
Utilities Intermediaries Association
Decision
The Authority has decided to reject this proposal
Publication date
9 February 2022
1. Background
In June 2019, following consultation, we approved a Customer Protection Code of
Practice (CPCoP) Change Proposal (CP0002) which enabled Micro-business customers
to orally conclude contracts.
Where a Micro-business chooses to orally conclude a contract, there is a requirement
for Retailers to ensure that they have an audio recording of the conversation. Section
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The terms used in this document are those defined in the Customer Protection Code of Practice
We are rejecting this Customer Protection Code Change Proposal.
We are rejecting this proposal as there is insufficient evidence to support that it would
be proportionate to implement the proposed solution. This is particularly so as there
are existing layers of protection in place for customers that conclude oral contracts.
To improve awareness and understanding of the existing protections available to
Micro-businesses and other business Customers we have also updated the information
available on the Open Water website.
As highlighted in our consultation document, we will however keep this under review,
and take appropriate action should evidence of an issue begin to emerge. In any event,
we fully expect Retailers to respond to information requests as promptly as possible
and encourage them to act in the best interests of their customers at all times.
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