Section Menu

Consumer Focus Reception

Gareth Thomas MP,  Former Minister for Trade, Development and Consumer Affairs (jointly with DFID)
Parliamentarians,  09 December 2008

Consumer Focus has arrived at a very timely moment.

Consumers are facing a tough period right now, with the economic downtown and the credit crunch making life difficult for all of us.

The next 12 months will be crucial for Britain’s economy. We have already taken measures to help stimulate the recovery by creating the environment for business to grow.

We also need to make sure we’re doing all we can to help protect consumers.

We want consumers to be

• armed with the right information to know how to spot a good deal;
• to have the knowledge to know when they are being ripped off; and,
• who are protected and can be helped when things sometimes go wrong.
• And helping vulnerable consumers will be particularly important part of Consumer Focus remit.

All of this is very central to the purpose of Consumer Focus which combines the best elements of Energywatch, Postwatch and indeed the old National Consumer Council.

It means one body, rather than three, acting as a stronger voice fighting for consumers.

I have no doubt that Consumer Focus will be a powerful advocate for consumers, better able to address issues that frequently affect different sectors of the economy.

It has real teeth including stronger investigating powers - such as being able to demand information from companies on specific issues of consumer concern.

We don’t want to leave it all to Consumer Focus. Companies need to take responsibility themselves for their own complaints.

So, we now have new systems for handling complaints in the energy and postal sectors – putting the emphasis on companies to make sure they deal properly with consumers.

And if they’re not satisfied, customers can now seek help from Consumer Direct as well as tough new redress schemes we have put in place.

Consumer Focus also has an important part to play here through its Extra Help Unit – working closely with Consumer Direct in fast-tracking vulnerable consumers to ensure they get the best help. The service is currently dealing with an average of 35 consumers a day.

I recognise new workstreams will be announced in the New Year but Consumer Focus has important work in continuing where its predecessors left off, continuing for example the role of Postwatch in responding to issues affecting the postal sector.

It has also picked up Energywatch’s activities on fuel poverty – campaigning to prevent short term problems this winter and raising awareness of domestic energy efficiency in the long-term.

I welcome too its contribution to the Government’s own discussions with the credit card industry about responsible lending.

I am also pleased to say that Consumer Focus has agreed to work closely with us on a new educational campaign next year aimed at raising awareness of consumer rights – whether shopping on-line, at home or in the high street.

It’s a good start and a strong indication of the effective role Consumer Focus will play in challenging and campaigning for change.

As I said earlier, the months ahead will be a difficult time for all of us.

In BERR, we remain committed to being the voice for consumers – and we will continue to put consumers at the heart of our economic prosperity.

Alongside this, Consumer Focus will make an important contribution – not just as a champion for change – but as a catalyst for change itself.

I very much look forward to working with Ed and his team as we move forward.

Thank you.