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Publication date:February 2018The 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.
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Publication date:February 2018
'Disconnected: Understanding Digital Inclusion and Improving Access' has now been published. A huge thanks to the 33 participating Citizens Advice Bureaux who made this research possible. Read on for more information and to download your copy here.
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Consumer Futures Unit ResponsePublication date:February 2018Spotlight: -
Briefing for the Scottish Parliament Social Security CommitteePublication date:January 2018Citizens 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.
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Publication date:January 2018The 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.
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Publication date:January 2018Following a non-domestic water industry event in 2015, during which stakeholders recognised the need for an industry Code of Practice, the Water Industry Commission for Scotland (WICS) established an industry-led Working Group which was tasked with developing a Code for the licensed providers in the Scottish market. The CFU consider that the Code of Practice has the potential to deliver improved outcomes for non-domestic consumers – businesses, charities and public sector bodies in Scotland – in terms of service delivery and to act as a driver for greater protections for non-domestic consumers against poor practice.
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Publication date:January 2018
CAS' response to the Competition and Markets Authority's (CMA) statement of scope for its Market Study into heat networks.
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Briefing for MSPsPublication date:December 2017Citizens 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.
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Publication date:December 2017
Citizens Advice Scotland have published our annual report on burial and cremation charges across Scotland.
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Publication date:December 2017“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.”
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The scale of Scottish surcharging and possible solutionsPublication date:December 2017The Consumer Futures Unit (CFU) undertook extensive research to get to the root of the frustrating surcharges consumers face in parts of Scotland. This report summarises the findings, and makes recommendations for possible solutions.
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Publication date:December 2017
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
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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
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Publication date:December 2017
The Scottish Government consulted on The Future of Smart Ticketing, asking for views on how to develop smart ticketing in Scotland.
Key points:
- CAS recommends that regardless of the option which the Scottish Government chooses it is key that there are offline ways in which to purchase cards; buy tickets; and/or top-up cards
- CAS recommends that in going forward the Scottish Government remains open to multiple types of smart ticketing
- It is important that any changes which are made are well publicised and allow sufficient time for the public to be informed of these changes
- It is important that smart ticketing is available on multiple modes of transport and from multiple operators
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Lessons learned for effective public sector engagement with flood risk communitiesPublication date:November 2017The 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.
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A summary of evidence gathered by Citizens Advice Bureau about their work.Publication date:November 2017
During 2016-17 Citizens Advice Bureaux supported almost 275,000 clients across Scotland with over 930,000 advice needs, none of which could have been achieved without the almost 2,400 volunteers and 938 paid staff. If standard opening hours are used as a benchmark, that would imply that one advice query is dealt with every 19 seconds!
The 'Advice in Scotland 2016-17' report provides all the detail, while the briefing paper covers the highlights.
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Publication date:November 2017
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.
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Publication date:November 2017
Citizens Advice and Citizens Advice Scotland has produced this guide for organisations supporting PPM users. It sets out 5 key support areas and how these can be tailored to PPM users. Organisations should use these guidelines to ensure they are providing appropriate and effective support to PPM users, both in-house and through partnership work.
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Information leafletPublication date:October 2017The 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.
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Publication date:October 2017Today the Consumer Futures Unit (CFU) of Citizens Advice Scotland has published its insight report Warming Scotland up to Energy Efficiency: Putting Consumers First.
This insight report, and our other detailed recent publications on which it is based, seek to help provide a consumer perspective on this important area of policy.
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Publication date:October 2017The Consumer Futures Unit is publishing a series of briefing sheets that draw together evidence and recommendations on issues relevant to energy, post and water consumers in Scotland. This briefing gives an overview of research into consumer views on Scotland's Energy Efficiency Programme, and incentivising energy efficiency improvements in the owner-occupied sector.
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Stressed About Debt? High costs of energy, food and fuel mean that many people are finding it impossible to keep up, worrying about debt or falling behind on bills. The Citizens Advice network in Scotland is here for you, with free, confidential and impartial advice in a variety of ways.