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European Citizens Energy Forum London, 23 February 2016
Shaping a socially responsible and inclusive Energy Union
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Research and campaigning
We are Citizens Advice “How can we help?” their issues... advice and outcomes... Our clients... Research and campaigning
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We are Citizens Advice Last year (2014/15) 2.5 million people with 6.2 million issues were helped directly through Citizens Advice Services. A further 20 million visitors were assisted via our website. This included 1.9m through our network of bureau and 0.6m via our consumer helpline. We delivered our service via multiple channels; 48% were delivered via face to face, 45% telephone and 7% by webchat. Through the Bureau network that is 1.2m face to face 65% face to face - with the rest phone, and webchat
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Question for today: How do we respond to technological change?
Here are two answers for the panel to consider: Design the market to reflect consumer behaviour Increase cooperation between regulators, consumer organisations and ADR bodies
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Design the market to reflect consumer behaviour
To do that we need: Accurate, tailored and comparable billing information to build consumer trust and engagement Smart technologies that reflect consumer needs Additional protections for vulnerable and low income consumers
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Increase cooperation between regulators, consumer organisations and ADR bodies
To do that we need to: Join up the regulatory frameworks with a design centred on the customer journey Build the systems we need for joined up working
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James Plunkett, Director of Policy and Advocacy
Social media – keep in touch! Follow us on Twitter twitter.com/cabenergy twitter.com/CitizensAdvice twitter.com/CitAdviceScot Like us on Facebook facebook.com/CitizensAdvice Facebook.com/CitizensAdviceScotland Watch our films on YouTube youtube.com/CitizensAdvice James Plunkett, Director of Policy and Advocacy
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