MOSL has responded to Ofwat’s consultation on proposed 'tranche 2' changes to the Customer Protection Code of Practice (CPCoP). The CPCoP sets out minimum standards on how retailers must treat non-household customers.
We are supportive of the review by Ofwat as the CPCoP has mainly received minor tweaks since market opening, including recent additional protections for credit balances in the event of retailer exit. These proposals follow the minor tranche 1 changes we supported, which Ofwat published its decision on this month.
In our response document we have highlighted our support for the proposed updates to the principles of the CPCoP to make them more customer focused. This will align with recent changes to the principles in the market codes. We also stressed the importance of Ofwat updating the Open Water website. While we also support plans for retailers to increase customer awareness about the benefits of engaging with the market on their websites and customer bills, we believe updating the Open Water website should be the priority.
We also highlighted the need to ensure the review of the CPCoP aligns with the work MOSL is leading to reform the Market Performance Framework (MPF). One of the areas for alignment is around the proposal to require retailers to issue two accurate bills a year.
While we support this in principle to improve awareness of usage and opportunities for water efficiency, there is a need to take into account circumstances where it is not possible to read meters and that for some customers with low, consistent usage, one accurate bill a year may be sufficient. While the MPF Reform is looking to ensure incentives are appropriately directed, there is a need to ensure requirements in the revised CPCoP are proportionate.
You can read the full response here. If you have any questions, please email
