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<p>In energy the Confidence Code is a Code of Practice to govern independent energy
price comparison websites. Ofgem accredits sites to the Code and these must follow
key principles in order to operate their service. When customers are presented with
options and prices, they have been calculated and are displayed in a fair and unbiased
way.</p><p>Accredited price comparison websites must operate an effective complaints
process. If a customer has a complaint, they should first contact the comparison site
to tell them so that they can try to resolve it. If a customer is not satisfied with
the outcome, they can then contact Ofgem who will then investigate the issue.</p><p>The
business retail water market opened in April. Third party intermediaries such as water
brokers play an important role in supporting many customers in finding the best deal
for their business. The marketing activities of such intermediaries operating in the
water market, as with intermediaries generally, are subject to regulation. The Competition
and Markets Authority and trading standard authorities have roles in ensuring that
customers are not misled when switching to alternative suppliers. The ‘Business Protection
from Misleading Marketing Regulations 2008’ apply to marketing activities in the water
retail market.</p><p>Ofwat acts as the independent economic regulator of the new market.
The Retail Exits Regulations required Ofwat to introduce a code to apply to customers
who are transferred via an exit setting out the contract terms that will apply. Additionally
all retailers must follow Ofwat’s customer protection code of practice that contains
key customer protection obligations, including a requirement for retailers to obtain
written confirmation from customers who choose to use the services of a third party
intermediary.</p>
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