We recently hosted the Collaboration Network’s first Regional Gathering event in Belfast. The event was attended by not only energy and water companies, but a range of consumer-facing organisations, who came together to discuss best practice, explore ways to enhance consumer protections and support consumers in vulnerable circumstances.
The Collaboration Network aims to support cross-sector collaboration to improve business practices and enhance the levels of support that customers and employees receive.
Speaking about the importance of the event, Barbara Cantley, Director of Consumer Protection and Enforcement at the Utility Regulator said:
“Protecting consumers is one of our key priorities at the Utility Regulator. We also value the importance of working collaboratively and sharing knowledge to ensure consumers receive positive customer experiences.
“We work to ensure that consumers in vulnerable circumstances have additional protections in place, allowing them to enjoy the benefits of competition and choice whilst achieving fair outcomes.
“The presentations and discussions at the event will help further guide the Utility Regulator’s work in protecting consumers. As the energy transition progresses, we recognise that consumers will require additional and bespoke regulatory interventions and protections.”
Utility Regulator Board Member and Chair of the Central Bank of Ireland’s Consumer Advisory Group, Isolde Goggin, was the first keynote speaker at the event.
Isolde highlighted the importance of understanding how financial hardship and energy dependence can impact upon vulnerability. She also spoke about the importance of the Utility Regulator’s work in this area and the collaboration undertaken on a local, regional and international level.
The speakers that followed were from a range of organisations, including People for Places, the UK’s leading social enterprise; IPQS, a company that specialises in fraud detection and cyber security; Bank of Ireland; Scottish and Southern Electricity Networks; Lending Standards Board; and Fidelity International, who aim to build better financial futures for their clients.
Thank you to all the speakers and the wide range of organisations who attended to collaborate and enhance their own customer service and experiences.