Citizens Advice response to the DESNZ consultation on consumer engagement with consumer-led flexibility
Citizens Advice is pleased to see the government consulting on a consumer engagement framework for consumer-led flexibility (CLF). The government should build the framework around existing statutory advice and advocacy services, to draw on existing sector and consumer protection expertise and referral mechanisms. We think the overarching objective of the framework should be to support consumer engagement with CLF in a way that works for consumers. In the absence of a framework, there is a risk that: ● There is inadequate support for consumers when it comes to choosing and using flexible products and services, meaning consumers are turned off making changes ● Protection gaps emerge as new products and services enter the market, resulting in poor consumer outcomes ● Awareness of flexibility among consumers remains low, meaning the benefits to individual consumers and the wider system are not achieved As far as possible, the consumer engagement framework should prioritise mitigating these three risks.