Publications

The Consumer Futures Unit launches a new water report today. Deliberative research was used to get a deeper understanding of consumers’ views on two important aspects of water policy: service standards across urban and rural areas, and how consumers relate to water and the environment.

Findings from the research supported stronger engagement between Scotland’s water industry and those that use its services, and that involving consumers in the design and delivery of water and sewerage services is more likely to result in mutual benefits for both the industry and those that use its services.

The report found that consumers are strong supporters of water and environmental protection and conservation, however they need more help to understand how their behaviour in terms of appropriate disposal of household waste can and will protect both Scottish Water’s assets, and the environment. Moving consumers from being largely disengaged users of water services, to willing and informed partners, will require insight and creativity. The challenge for the water industry and government is to bring this about.

The Consumer Futures Unit (CFU)'s report Leading By Example sets out the mechanisms that are used by 40 regulators and service providers within the regulated industries of energy, water and post to develop consumer-focused policy and practice. 

The CFU uses seven consumer principles to evaluate policy and practice from a consumer perspective, and encourages other organisations to use them as a tool to support the design of regulation, policy and practice.  The principles seek to move organisations from thinking about consumers, to thinking like consumers.

Following a non-domestic water industry event in 2015, during which stakeholders recognised the need for an industry Code of Practice, the Water Industry Commission for Scotland (WICS) established an industry-led Working Group which was tasked with developing a Code for the licensed providers in the Scottish market. The CFU consider that the Code of Practice has the potential to deliver improved outcomes for non-domestic consumers – businesses, charities and public sector bodies in Scotland – in terms of service delivery and to act as a driver for greater protections for non-domestic consumers against poor practice.

CAS' response to the Competition and Markets Authority's (CMA) statement of scope for its Market Study into heat networks.

Citizens Advice Scotland have published our annual report on burial and cremation charges across Scotland.

The Consumer Futures Unit (CFU) undertook extensive research to get to the root of the frustrating surcharges consumers face in parts of Scotland. This report summarises the findings, and makes recommendations for possible solutions. 

The Scottish Government consulted on The Future of Smart Ticketing, asking for views on how to develop smart ticketing in Scotland. 

Key points:

• CAS recommends that regardless of the option which the Scottish Government chooses it is key that there are offline ways in which to purchase cards; buy tickets; and/or top-up cards

• CAS recommends that in going forward the Scottish Government remains open to multiple types of smart ticketing

• It is important that any changes which are made are well publicised and allow sufficient time for the public to be informed of these changes

• It is important that smart ticketing is available on multiple modes of transport and from multiple operators

During 2016-17 Citizens Advice Bureaux supported almost 275,000 clients across Scotland with over 930,000 advice needs, none of which could have been achieved without the almost 2,400 volunteers and 938 paid staff.  If standard opening hours are used as a benchmark, that would imply that one advice query is dealt with every 19 seconds!  

The 'Advice in Scotland 2016-17' report provides all the detail, while the briefing paper covers the highlights.