[^key-2a95c09f0b2d0c69412eb97930a08fea]: Pt. 2 power to apply (with modifications) conferred (25.10.2022) by Energy Prices Act 2022 (c. 44), ss. 19(11)(b)(i), 30(6) (with s. 29)

[^key-885417b82a6a2ca82ad4f11f60ae4512]: Pt. 2 applied (with modifications) (E.W.S.) (1.11.2022) by The Energy Bill Relief Scheme Pass-through Requirement (Heat Suppliers) (England and Wales and Scotland) Regulations 2022 (S.I. 2022/1101), regs. 1(2), 9

[^key-d5ff46623f35245bfc99b036ba5a2c1b]: Pt. 2 applied (with modifications) (E.W.S.) (26.4.2023) by The Energy Bills Discount Scheme Pass-through Requirement (Heat Suppliers) Regulations 2023 (S.I. 2023/455), regs. 1(2), 9

[^key-6f1c9549e1bfc671e4492a6308e9dd21]: S. 24 power to apply (with modifications) conferred (26.10.2023) by Energy Act 2023 (c. 52), s. 334(2)(l), Sch. 18 para. 61(2)

[^key-a55ad460b0829a4689bc949c4dfc7f38]: Pt. 1: power to apply (with modifications) conferred (26.10.2023) by Energy Act 2023 (c. 52), s. 334(2)(l), Sch. 18 para. 61(1)

[^key-6340f2f6a2d82dee9d7592ce09b80e30]: Pt. 1: power to extend (N.I.) conferred (26.10.2023) by Energy Act 2023 (c. 52), s. 334(2)(l), Sch. 18 para. 61(3)

[^key-6999b49a9c3370bdbe5b198fccbee672]: Pt. 2 power to apply (with modifications) conferred (26.10.2023) by Energy Act 2023 (c. 52), s. 334(2)(l), Sch. 18 para. 62

[^key-f126b43f59d37e0b5ba87697c48613da]: Words in s. 25(3) substituted (E.W.S.) (1.10.2024) by The Energy Act 2023 (Consequential Amendments) Regulations 2024 (S.I. 2024/706), regs. 1(1), 20(2); S.I. 2024/957, reg. 2(a)

[^key-64e5427ce47aa1bc7c0d4b607291a2e9]: Words in s. 29(3)(a) substituted (1.10.2024) by The Energy Act 2023 (Consequential Amendments) Regulations 2024 (S.I. 2024/706), regs. 1(1), 20(3); S.I. 2024/957, reg. 2(a)

[^key-40bac8acb3f856f7d002a20c6878b962]: Pt. 2 power to apply (with modifications) conferred (18.12.2025) by 1989 c 29, s. 38C (as inserted by Planning and Infrastructure Act 2025 (c. 34), ss. 27(2), 118(1)(n) (with s. 116))

[^key-1698d1808b78863573a30e65102a90d2]: Pt. 1 applied (with modifications) (E.W.S.) (1.4.2025 for specified purposes, 27.1.2026 in so far as not already in force) by The Heat Networks (Market Framework) (Great Britain) Regulations 2025 (S.I. 2025/269), regs. 1(3)(d)(4), 54

[^key-bc95b3ea816f0517cc43797043907812]: Pt. 2 applied (with modifications) (E.W.S.) (3.3.2025 for specified purposes, 1.4.2025 for specified purposes, 27.1.2026 in so far as not already in force) by The Heat Networks (Market Framework) (Great Britain) Regulations 2025 (S.I. 2025/269), regs. 1(2)(i)(3)(f)(4), 56

Interpretation of Part 1

Designation of the Consumer Council for Water for abolition

Standards for handling complaints

Designation of the Consumer Council for Water for abolition

Grounds for prohibition orders

The Financial Services Consumer Panel

Powers of entry and inspection

Contracts concluded away from business premises

Orders and regulations

Forward work programmes of the GCCNI

Removal of the Council's functions in relation to Northern Ireland

The OFCOM Consumer Panel

Interpretation of Part 1

Interpretation of Part 2

Interpretation of Part 1

Requirements for making regulations under section 43

Interpretation of Part 2

Grounds for prohibition orders

Interpretation of Part 2

Powers of entry and inspection

Grounds for prohibition orders

Orders and regulations

Directions

“Consumer” and “consumer matters”

7A

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Reference of postal matters to OFCOM

Reports by the Council

20A

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Investigations relating to public post offices

Power to co-operate and give assistance

Transfer of property etc

Directions

Interpretation of Part 1

Standards for handling complaints

Interpretation of Part 1

Supply of information to consumers

Standards for handling complaints

Grounds for warning orders

“Consumer” and “consumer matters”

Contracts concluded away from business premises

Powers of entry and inspection

Directions

19A

(1) A consumer advocacy body must prepare, and keep under review—

(a) guidance for energy consumers (the “energy consumer guidance”), and

(b) a summary prepared in accordance with subsection (4) (the “concise guidance”).

(2) The energy consumer guidance must address the matters included in any document published by the European Commission pursuant to Article 3(16) of the Electricity Directive or Article 3(12) of the Gas Directive which is in force immediately before IP completion day.

(3) The energy consumer guidance may include any other information relating to the rights of energy consumers which the consumer advocacy body in question thinks appropriate.

(4) The concise guidance must—

(a) summarise any information in the energy consumer guidance which in the view of the consumer advocacy body in question is particularly relevant to the interests of energy consumers, and

(b) state where a copy of the energy consumer guidance can be obtained.

(5) In preparing and reviewing its energy consumer guidance and its concise guidance a consumer advocacy body must consult—

(a) the Secretary of State,

(b) the Gas and Electricity Markets Authority, and

(6) A consumer advocacy body must publish the first version of its energy consumer guidance and its concise guidance on its website.

(7) If, following a review, a consumer advocacy body considers it necessary to amend its energy consumer guidance and its concise guidance, the consumer advocacy body must, as soon as is reasonably practicable—

(a) publish the amended version on its website, and

(b) inform any person it consulted in accordance with subsection (5) that it has done so.

(8) A consumer advocacy body may also make the first and any amended version of its energy consumer guidance and its concise guidance available in any other manner the consumer advocacy body thinks appropriate for the purpose of bringing that guidance to the attention of those likely to be interested.

(8A) Until a consumer advocacy body has published the first version of its energy consumer guidance and its concise guidance, it must—

(a) publish on its website, and

(b) make available in any other manner that it thinks appropriate for the purpose of bringing them to the attention of those likely to be interested,

the last version of the energy consumer guidance and the concise guidance to be published by the National Consumer Council under this section (as it had effect immediately before the amendments made to this Act by the Public Bodies (Abolition of the National Consumer Council and Transfer of the Office of Fair Trading’s Functions in relation to Estate Agents etc) Order 2014 (S.I. 2014/…) came into force.

(8B) Nothing in this section prevents a consumer advocacy body from publishing its energy consumer guidance or its concise summary in a document that includes the energy consumer guidance or, as the case may be, the concise summary of another consumer advocacy body.

(8C) In this section, a reference to a consumer advocacy body does not include a reference to Citizens Advice Scotland or the GCCNI.

(9) In this section—

“the Electricity Directive” means Directive 2009/72/ EC of the European Parliament and of the Council of 13 July 2009 concerning common rules for the internal market in electricity and repealing Directive 2003/54/ EC;

“energy consumer” means an individual who is—a consumer in relation to gas supplied by an authorised supplier for consumption by the consumer’s own household;a consumer in relation to electricity supplied by an authorised supplier for consumption by the consumer’s own household;

“the Gas Directive” means Directive 2009/73/EC of the European Parliament and of the Council of 13 July 2009 concerning common rules for the internal market in natural gas and repealing Directive 2003/55/EC( ), as amended by the 2019 Amending Directive;

“the 2019 Amending Directive” means Directive (EU) 2019/692 of the European Parliament and of the Council of 17 April 2019 amending Directive 2009/73/EC concerning common rules for the internal market in natural gas.

Power to co-operate and give assistance

Abolition of “Energywatch” and “Postwatch”

“Designated consumers”

Removal of the Council's functions in relation to Northern Ireland

Standards for handling complaints

Information with respect to compliance with complaints handling standards

Membership of redress schemes

Grounds for prohibition orders

Powers of entry and inspection

Contracts concluded away from business premises

Orders and regulations

Reference of matters to the Gas and Electricity Markets Authority

“Designated consumers”

The OFCOM Consumer Panel

Interpretation of Part 1

Interpretation of Part 2

Standards for handling complaints

Membership of redress scheme

Duty to keep records

Grounds for prohibition orders

“Designated consumers”

Failure to produce information

Contracts concluded away from business premises

Parliamentary control of orders and regulations

Enforcement by court of section 24 notice

Abolition of “Energywatch” and “Postwatch”

Transfer of property etc

The Financial Services Consumer Panel

The OFCOM Consumer Panel

Supply of information to consumers

Grounds for warning orders

Contracts concluded away from business premises

Orders and regulations

Directions

The consumer advocacy bodies

The territorial committees

Forward work programmes of the GCCNI

General provision about functions of the GCCNI

Annual report

6A

Subject to section 13 (investigation of complaints relating to the disconnection of gas or electricity), nothing in this Part imposes on a consumer advocacy body a duty to exercise any of its functions on behalf of or at the request of a particular consumer.

Investigation of complaints made by vulnerable designated consumers

The representative function

The research function

The information function

General powers of investigation

Investigation of complaints made by vulnerable designated consumers

Secretary of State's power to require reports

Reference of matters to the Gas and Electricity Markets Authority

Reference of postal matters to OFCOM

Investigations relating to public post offices

Voluntary activities

Secretary of State's power to require reports

Advice, information and guidance

Guidance for energy consumers

Duty to enter into co-operation arrangements

Duty to enter into co-operation arrangements about Scottish Water

Power to co-operate and give assistance

Voluntary activities

Supplementary powers etc

Provision of information to the consumer advocacy bodies

Enforcement by regulator of section 24 notice

Enforcement by court of section 24 notice

Provision of information by a consumer advocacy body

Exemptions from requirements to provide information

Disclosure of information

Abolition of “Energywatch” and “Postwatch”

Designation of the Consumer Council for Water for abolition

Transfer orders and abolition orders

Supplementary provision about transfer and abolition orders

Compensation for loss of office

Transfer of property etc

Directions

Extension of the functions of Citizens Advice and Citizens Advice Scotland

Contracts concluded away from business premises

Orders and regulations

The OFCOM Consumer Panel

Provision about consumer advocacy bodies

Interpretation of Part 2

40A

(1) The Secretary of State, or any other Minister of the Crown may, from time to time make grants to a consumer advocacy body in connection with functions conferred on it by or by virtue of this Act or any other enactment.

(2) In the case of the GCCNI , grants under paragraph (1) may only be made in relation to consumer matters that relate to postal services in Northern Ireland.

(3) In this section “enactment” means—

(a) an Act of Parliament,

(b) an Act of the Scottish Parliament,

(d) Northern Ireland legislation.

Exemption from liability in damages

40B

(1) A person listed in paragraph (2) is not liable in damages for anything done or omitted to be done in the exercise or purported exercise of any of the functions conferred by this or any other relevant enactment.

(2) The persons referred to in paragraph (1) are—

(a) Citizens Advice and Citizens Advice Scotland;

(b) an employee of Citizens Advice or Citizens Advice Scotland;

(d) a charity trustee of Citizens Advice or Citizens Advice Scotland.

(3) Paragraph (1) does not apply—

(a) if it is shown that the act or omission was in bad faith, or

(b) so as to prevent an award of damages made in respect of an act or omission on the ground that the act or omission was unlawful as a result of section 6(1) of the Human Rights Act 1998.

(4) In this section—

“charity trustee” in relation to Citizens Advice, has the meaning given by section 177 of the Charities Act 2011 and in relation to Citizens Advice Scotland, has the meaning given by section 106 of the Charities and Trustee Investment (Scotland) Act 2005 ;

“relevant enactment” means a provision of—the Gas Act 1986;the Electricity Act 1989;The Postal Services Act 2000;the Utilities Act 2000;the Warm Homes and Energy Conservation Act 2000;the Communications Act 2003;the Postal Services Act 2011;The Water Industry (Scotland) Act 2002; the Water Services etc (Scotland) Act 2005; this Act.

Interpretation of Part 1

Interpretation of Part 2

Supply of information to consumers

Requirements for making regulations under section 43

Procedure for refusing or withdrawing approval

Failure to produce information

Membership of redress schemes

Grounds for prohibition orders

Contracts concluded away from business premises

Powers of entry and inspection

Contracts concluded away from business premises

Orders and regulations

Directions

Enforcement by court of section 24 notice

Provision of information by a consumer advocacy body

Exemptions from requirements to provide information

Disclosure of information

Abolition of “Energywatch” and “Postwatch”

Designation of the Consumer Council for Water for abolition

Transfer orders and abolition orders

Supplementary provision about transfer and abolition orders

Compensation for loss of office

Transfer of property etc

Directions

Extension of the functions of Citizens Advice and Citizens Advice Scotland

Powers of entry and inspection

The OFCOM Consumer Panel

Grants to consumer advocacy bodies

Exemption from liability in damages

Interpretation of Part 1

Interpretation of Part 2

Standards for handling complaints

Requirements for making regulations under section 43

Approval of redress schemes: supplementary

Membership of redress schemes

Grounds for prohibition orders

Parliamentary control of orders and regulations

Powers of entry and inspection

Orders and regulations

Directions

Duty to enter into co-operation arrangements

Duty to enter into co-operation arrangements about Scottish Water

Power to co-operate and give assistance

Voluntary activities

Supplementary powers etc

Provision of information to the consumer advocacy bodies

Enforcement by regulator of section 24 notice

Supplementary provision about transfer and abolition orders

Provision of information by a consumer advocacy body

Exemptions from requirements to provide information

Disclosure of information

Abolition of “Energywatch” and “Postwatch”

Designation of the Consumer Council for Water for abolition

Extension of the functions of Citizens Advice and Citizens Advice Scotland

Supplementary provision about transfer and abolition orders

Compensation for loss of office

Transfer of property etc

Directions

Extension of the functions of Citizens Advice and Citizens Advice Scotland

Removal of the Council's functions in relation to Northern Ireland

The Financial Services Consumer Panel

The OFCOM Consumer Panel

Grants to consumer advocacy bodies

Exemption from liability in damages

Interpretation of Part 1

Interpretation of Part 2

Standards for handling complaints

Information with respect to compliance with complaints handling standards

Membership of redress scheme

Duty to keep records

Grounds for prohibition orders

Grounds for warning orders

Contracts concluded away from business premises

Orders and regulations

The territorial committees

Forward work programmes of the GCCNI

General provision about functions of the GCCNI

Exercise of functions of consumer advocacy bodies

The representative function

The research function

The information function

General powers of investigation

Investigation of complaints made by vulnerable designated consumers

Investigation of complaints relating to disconnection of gas or electricity

Reference of matters to the Gas and Electricity Markets Authority

Reference of postal matters to OFCOM

Reports by the GCCNI

Secretary of State's power to require reports

Guidance for energy consumers

Duty to enter into co-operation arrangements

Duty to enter into co-operation arrangements about Scottish Water

Power to co-operate and give assistance

Supplementary powers etc

Provision of information to the consumer advocacy bodies

Enforcement by regulator of section 24 notice

Enforcement by court of section 24 notice

Provision of information by a consumer advocacy body

Exemptions from requirements to provide information

Disclosure of information

Abolition of “Energywatch” and “Postwatch”

Designation of the Consumer Council for Water for abolition

Transfer orders and abolition orders

Supplementary provision about transfer and abolition orders

Compensation for loss of office

Transfer of property etc

Directions

Removal of the Council's functions in relation to Northern Ireland

The Financial Services Consumer Panel

The OFCOM Consumer Panel

Grants to consumer advocacy bodies

Exemption from liability in damages

Interpretation of Part 1

Standards for handling complaints

Requirements for making regulations under section 43

Supply of information to consumers

Approval of redress schemes: supplementary

Membership of redress schemes

Grounds for prohibition orders

Grounds for warning orders

Powers of entry and inspection

Contracts concluded away from business premises

Orders and regulations

Directions

General provision about functions of the GCCNI

Exercise of functions of consumer advocacy bodies

The representative function

The research function

The information function

General powers of investigation

Investigation of complaints relating to disconnection of gas or electricity

Reference of matters to the Gas and Electricity Markets Authority

Reference of postal matters to OFCOM

Investigations relating to public post offices

Advice, information and guidance

Duty to enter into co-operation arrangements

Duty to enter into co-operation arrangements about Scottish Water

Power to co-operate and give assistance

Supplementary powers etc

Provision of information to the consumer advocacy bodies

Enforcement by regulator of section 24 notice

Enforcement by court of section 24 notice

Provision of information by a consumer advocacy body

Exemptions from requirements to provide information

Disclosure of information

Abolition of “Energywatch” and “Postwatch”

Designation of the Consumer Council for Water for abolition

Transfer orders and abolition orders

Compensation for loss of office

Transfer of property etc

Directions

Extension of the functions of Citizens Advice and Citizens Advice Scotland

Removal of the Council's functions in relation to Northern Ireland

The Financial Services Consumer Panel

The OFCOM Consumer Panel

Grants to consumer advocacy bodies

Exemption from liability in damages

Interpretation of Part 1

Interpretation of Part 2

Standards for handling complaints

Requirements for making regulations under section 43

Supply of information to consumers

Approval of redress schemes: supplementary

Membership of redress schemes

Grounds for prohibition orders

Grounds for warning orders

Directions

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