1. European Citizens Energy Forum London, 23 February 2016
Shaping a socially responsible and inclusive Energy Union

2. Research and campaigning
We are Citizens Advice
“How can we help?”
their issues...
advice and outcomes...
Our clients...
Research and campaigning

3. We are Citizens Advice
Last year (2014/15) 2.5 million people with 6.2 million issues were helped directly through Citizens Advice Services. A further 20 million visitors were assisted via our website.
This included 1.9m through our network of bureau and 0.6m via our consumer helpline.
We delivered our service via multiple channels; 48% were delivered via face to face, 45% telephone and 7% by webchat.
Through the Bureau network that is 1.2m face to face 65% face to face - with the rest phone, and webchat

4. Question for today: How do we respond to technological change?
Here are two answers for the panel to consider:
Design the market to reflect consumer behaviour
Increase cooperation between regulators, consumer organisations and ADR bodies

5. Design the market to reflect consumer behaviour
To do that we need:
Accurate, tailored and comparable billing information to build consumer trust and engagement
Smart technologies that reflect consumer needs
Additional protections for vulnerable and low income consumers

6. Increase cooperation between regulators, consumer organisations and ADR bodies
To do that we need to:
Join up the regulatory frameworks with a design centred on the customer journey
Build the systems we need for joined up working

7. James Plunkett, Director of Policy and Advocacy
Social media – keep in touch!
Follow us on Twitter twitter.com/cabenergy
twitter.com/CitizensAdvice
twitter.com/CitAdviceScot
Like us on Facebook facebook.com/CitizensAdvice
Facebook.com/CitizensAdviceScotland
Watch our films on YouTube youtube.com/CitizensAdvice
James Plunkett, Director of Policy and Advocacy