CAS welcomes the Consumer Green Paper and a stronger push by the UK government for greater simplicity, transparency and fairness for those that purchase and use goods and services.
In particular, we believe that the following are good for Scottish consumers:
- A stronger emphasis on consumer rights in general
- Better processes that help people to switch more easily and reward consumer loyalty rather than it being penalised by service providers
- Improving support for vulnerable consumers
CAS believes that more can and should be done by regulators and service providers, across all sectors, to commit to a stronger consumer-focused culture, where goods and services reflect what consumers need and are delivered in a way that consumers need them including:
- Data portability, which should be designed in a way that supports consumers to manage and control their utility usage and bills.
- Stronger advocacy arrangements for consumers in the telecommunications sector to improve their experience of regulated markets and get organisations working to deliver outcomes that benefit both consumers and service providers.
- Redress: when things go wrong for consumers simple, efficient and affordable mechanisms should be available to put them right, that are designed around consumers' needs.