In this first edition of Detect, we focus on two systemic issues where Scheme Participants may be failing to provide appropriate assistance and/or information to customers.
This is the first issue of what will become an ongoing series.
Detect will provide short, sharp reports highlighting systemic issues that we have identified through our casework, customer surveys and/or data analysis.
We hope to work more effectively with our Scheme Participants and regulators to address systemic issues in the energy and water sectors. Through joint action and awareness, we can all work to improve business practices and processes, and build consumer trust.