Consumer Futures transition to the Citizens Advice service Frequently asked questions
What does Consumer Futures do?
Consumer Futures carries out research, analysis and representation of consumers on a wide range of issues relating to the energy and postal markets, and other regulated markets, across Great Britain. It has
responsibility for representing the interests of water consumers in Scotland. It has statutory powers to require information from various organisations,
including businesses and public bodies (and the scope of these powers extends across the economy).
Consumer Futures’ role is to:
• contribute to regulatory decision-making processes on behalf of consumers
• represent consumers on advisory groups and panels
• be consulted by regulators and businesses
• undertake investigations
Why is the Citizens Advice service taking on Consumer Futures?
The transfer forms part of the Government’s plan, first announced in 2010, to simplify the arrangements for consumer representation and advice, by
reducing the number of organisations involved. There have already been some changes, including the transfer of the consumer advice service from the Office of Fair Trading to Citizens Advice and Citizens Advice Scotland (CAS) in April 2012 and the transfer of some consumer education and consumer representation responsibilities in April 2012.
Is Citizens Advice confident of being able to take on Consumer Futures?
Yes. We would not have agreed to the transfer if we were not confident of delivering the services successfully. We have worked with Consumer Focus (who previously held these responsibilities) over many years, and we have a good understanding of what is required. We will receive extra funding to provide the services, through a levy on energy and post suppliers.
Will Citizens Advice change the way Consumer Futures operates?
We do not plan to make any immediate changes from April 2014, although we may want to make changes later to improve efficiency or effectiveness.
Will Citizens Advice make any changes to relationships with stakeholders?
We plan to build on the stakeholder relationships which already exist.
Who is responsible for delivering the 2013-14 work plan?
Consumer Futures are responsible for delivering the 2013-14 work plan. You can read more on their website www.consumerfutures.org.uk.
What will be in the Citizens Advice work plan for 2014-15?
We will develop the work plan with CAS, Consumer Futures and the
Department of Business, Innovation and Skills (BIS) during 2013-14. We will consult with stakeholders about the content of the work plan before it is finalised, as Consumer Focus has done in previous years.
Citizens Advice and CAS are separate organisations. How will the Consumer Futures GB services be delivered?
We will set up joint arrangements during 2013-14 to deliver a GB service from April 2014 onwards. We already have experience of providing the GB
consumer advice service together.
What is happening about the Extra Help Unit?
Subject to parliamentary approval, this will transfer to CAS in April 2014.
