CAS Consultation Response: UK Consumer Green Paper

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.