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The implementation of the Consumer Voice programme has been managed by the Consumer Voice Steering Board, chaired by BERR, on which the key stakeholders are represented. The Board has responsibility for strategic oversight of the wider system changes, effective governance and ensuring changes are delivered in a customer-focused way.
The programme consists of five projects:
• Consumer Focus - taking forward the start-up and development activity required to establish the new body in time for the vesting date of 1 October 2008 (the new organisation was established in shadow form in January 2008, when Lord Whitty was announced as the Chair and Ed Mayo as Chief Executive Officer)
• Consumer Journey for Energy - arrangements for the consumer journey for the energy sector and implementation of the new complaints handling standards/redress scheme arrangements
• Consumer Journey for Post - arrangements for the consumer journey for the postal services sector and implementation of the new complaints handling standards/redress scheme arrangements
• Consumer Direct - development of the initial enquiry handling and consumer advice capability via OFT/Consumer Direct
• BERR activities - CEAR Act commencement; recruitment arrangements for new NCC and the territorial councils; management of financial arrangements; running the communications sub-group etc.
Orders requiring certain regulated providers of gas, electricity and postal services to be members of approved redress schemes came force on 1 October 2008. Guidance on complying with these Orders can be found for gas and electricity providers and for postal services providers. You can also view a final Impact Assessment for these arrangements.
Steering Board papers can be viewed under Related Documents.
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