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Consumer Focus was set up by Government to champion the rights of consumers across a number of sectors (including licensed postal services) and was created via the use of provisions contained in the Consumers, Estate Agents and Redress Act 2007. Consumer Focus began operation on the 1 October 2008 and was formed by the merger of the National Consumer Council, Energywatch and Postwatch, creating a more powerful consumer body with stronger statutory powers and a wider remit.
Consumer Focus campaigns for a fair deal for consumers and it has powers which include: the right to access information from service providers; the power to conduct research; and the right to investigate any consumer complaint if it is of the wider interest. It can also make an official super-complaint about services that are failing consumers.
The 2007 Act also provided for the establishment of a consumer redress scheme to operate for the licensed postal services market, to improve consumers' access to out-of-court resolutions in the case of complaints regarding licensed postal products and services. The Postal Redress Service is the independent body who operates the scheme. Further to this Consumer Direct, a government-funded telephone and online service of information and advice to consumers, has been tasked to provide independent advice and support to postal consumers requiring additional guidance for pursuing a complaint via the redress scheme or seeking advice in general.
