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Consumer Futures Unit Draft Work Plan 2018-19

Proposed work for the next financial year.

The Consumer Futures Unit (CFU) within Citizens Advice Scotland (CAS) is seeking feedback on our draft work plan for 2018-19. 

This consultation will run until 16:00 on the 15th February 2018.

Please send comments to

Scotland’s independent consumer advocate has pledged to put consumers first in the regulated industries of energy, water and post.

The Consumer Futures Unit (CFU) of Citizens Advice Scotland (CAS) has today outlined its priorities for the next year in its draft work plan for 2018-19:

  • Supporting and protecting vulnerable consumers, and those with debt or other problems
  • Ensuring that markets work for consumers, delivering value for money, and when things go wrong, redress.
  • Putting the consumer interest first in the design and delivery of infrastructure.
  • Working to ensure consumers have access to the services they need regardless of their geographical location in Scotland.

Feedback is being sought before publishing the final work plan after the consultation has closed.

Citizens Advice Scotland’s Chief Executive Derek Mitchell said:

“We are the independent advocate working for consumers in the essential services of energy, post and water, using evidence from the CAS network and research to improve outcomes for citizens. Having independent scrutiny of policy and practice is vital in an effective system of consumer protection, competition and regulation.

Sam Ghibaldan, Head of the Consumer Futures Unit said:

“Over the next year we will build on our recent work in addressing parcel charging, and designing energy efficiency schemes and water investment priorities around consumers. We will investigate ways of cutting consumers’ energy bills in Scotland, improving the handling of complaints about postal services and ensuring water bills are fair.

“It is a time of huge change in utility industries, driven by technology, population shift, and climate change and efforts to tackle it.  As government, regulators and companies change and adapt, the CFU will be speaking up to make sure policy and practice is designed around consumers’ needs and aspirations.” 

Feedback on our proposed work plan for 2018-19 should be sent to no later than 16:00 on 15th February 2018.

Please note that the provisional expenditure information in this download version has been updated.

Nina Ballantyne
Publication date
January 2018
Publication type
Consumer Futures Unit
Number of pages