Consultation on the Consumer Protection Programme 2024-2029


Consultation opened on . Closing date at 16:00.


This consultation outlines and requests stakeholder feedback on the three core themes which represent our proposed approach to the new Consumer Protection Programme.

We have published a consultation on our new Consumer Protection Programme (CPP). 

It is our intention to develop a new five-year CPP for 2024-2029, which will run alongside our new Corporate Strategy. We anticipate developing a structured plan for years one to three with a strategic direction outlined for years four and five. We intend to be sufficiently agile in the new CPP and therefore, at the end of year three, we plan to conduct a ‘mid-term review’ of the CPP to ensure that we can develop workstreams and projects for the remaining two years that are relevant to consumer needs as they emerge.

This CPP will, for the first time, outline our intended approach to enhance protection for non-domestic consumers as well as domestic, vulnerable and ‘future’ consumers.

We are proposing three themes for the new CPP: Research and Leadership, Enablement and Protection.

We are keen to hear all stakeholder views on the questions posed within this paper and would welcome your views on anything else that you consider relevant to this project. Responses to this consultation should be received by 4pm on Wednesday 31 January 2024 and can be emailed to

Responses to this consultation can also be made via Citizen Space.

  • Copies of all documents will be made available in large print, Braille, audio cassette and a variety of relevant minority languages if required.
  • Your response may be made public by the Utility Regulator. If you do not want all or part of your response or name made public, please state this clearly in the response by marking your response as ‘CONFIDENTIAL’.
  • If you want other information that you provide to be treated as confidential, please be aware that, under the Freedom of Information Act 2000, there is a statutory Code of Practice with which public authorities must comply and which deals, amongst other things, with obligations of confidence. In view of this, it would be helpful if you could explain to us why you regard the information you have provided as confidential.

  • Information provided in response to this consultation, including personal information, may be subject to publication or disclosure in accordance with the access to information regimes (these are primarily the Freedom of Information Act 2000 and the Data Protection Act 2018.

  • As stated in the GDPR  Privacy Statement for consumers and stakeholders, any personal data contained within your response will be deleted once the matter being consulted on has been concluded though the substance of the response may be retained.