Publications

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.

Citizens Advice Scotland supports a number of amendments, including those recognising the role of independent advice, to promote benefit take-up and income maximisation; and to require inclusive and accessible communications with individuals using the system.

The Consumer Futures Unit (CFU) initiated research to find out how accessible information is to consumers on their rights and responsibilities for private water and sewerage services. This Insight Report, which accompanies a technical report (see below for download link), summarises the research that was undertaken, sets out the findings that emerged and provides policy recommendations.

Citizens Advice Scotland (CAS) welcomes the general principles of the Bill which has the potential to create a new social security system that will make a positive difference for tens of thousands of Scotland’s citizens. There are, however, a number of areas that could be included on the face of the Bill as opposed to being left to regulations and guidance.

“Generally, we believe that the new regulations provide greater protection to those consuming private water from Type A supplies, and greater accountability for those responsible for supplying private drinking water.”

The Scottish Government consulted on potential changes to the Concessionary Travel Scheme. Proposals included raising the age of eligibility for free bus travel for older people and expanding the Scheme to cover Modern Apprentices.

Key points:

• Regardless of any decisions made concerning the Scheme Citizens Advice Scotland (CAS) recognises the important role that buses play in many people’s lives and this should be held in mind in any considerations

• Public transport can provide a lifeline, particularly for those living in rural communities

• If it is decided that any changes in the age are to be introduced it is important that there is a sufficient lead in time

• CAS would support the provision of free bus travel to Modern Apprentices

• CAS is in favour of providing a companion card for disabled under 5's where this is needed

The Consumer Futures Unit launches a new report today setting out a clear framework to support effective community engagement activities during the delivery of measures to help mitigate flooding.

Riding the Waves: Keeping the community on board  is based on independent consumer research into the experience of local community resilience groups, Scottish Water and Scottish local authorities. The report looks at good practice in community engagement based on a series of consumer engagement principles.

Statistical briefing on advice given; client demographics based on an annual survey of CAB clients undertake for 4 weeks in November 2016; map of coverage within the 4 weeks and comparison to SIMD data.

The Consumer Futures Unit at Citizens Advice Scotland has developed a leaflet for those in receipt of benefits that clarifies what they are due to pay for water and sewerage charges, and includes any exemptions, discounts and reductions they may be due.