Ofwat has put the final building blocks in place for retail market opening on 1st April 2017 with the designation of the Retail Exit Code, Interim Supply Code and Customer Protection Code of Practice.
The suite of market codes which will underpin the new legal and regulatory framework includes:
- Market Arrangements Code;
- Wholesale Retail Code;
- Retail Exit Code;
- Interim Supply Code; and
- Customer Protection Code of Practice
The water industry regulator needs to designate the codes in order for them to take effect.
Ofwat designated the Market Arrangements Code on 8 March 2017, and will designate the Wholesale Retail Code at the end of March.
On 17th March Ofwat designated the Retail Exit Code, Interim Supply Code and the Customer Protection Code of Practice, each of which will come into effect on 1 April 2017.
The Customer Protection Code of Practice sets out the minimum standards that all retailers in the competitive market will need to comply with in how they treat customers. It also sets out the minimum standards of behaviour Ofwat expects from retailers, including:
- Sales and marketing activities;
- Contracts and information;
- Switching suppliers;
- Billing and data; and
- Handling complaints and disputes
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