New Institution - New Ombudsman: Summary of questions

The summary of questions on pages 16 and 17 of the DTI's consultation document (URN 06/682) has been reproduced below. The full document is available online in PDF format: http://www.dti.gov.uk/consultations/consultation-1589.html

3 Summary of questions

Do you agree that companies who provide services should have complete responsibility towards their customers, including the resolution of complaints? To what extent do you consider that companies currently fail to do this?
Do you consider that additional incentives need to be placed on suppliers in order to secure improved standards in handling consumer enquiries and complaints? If so, what form should these incentives take (licence obligations; statutory targets; etc)?
Do you agree that it would be beneficial to extend complaint resolution through ombudsman schemes to electricity, gas, and postal services?
Do you agree that the electronic communications model is to be preferred, with service providers being obliged to belong to an ombudsman scheme, but leaving it to the companies to come up with their own scheme (or join an existing scheme) subject to regulatory approval?
Which of the strategic models do you prefer, and why?
Do you agree that the benefits to consumers will be diminished by the exclusion of any of the bodies listed?
Do you agree that Consumer Voice should have a UK-wide role, but with restricted scope in some areas?
Do you agree that offices should be restricted to one in each of Scotland, England, and Wales? Should Consumer Voice have the powers to appoint regional committees?
Do you agree that funding should be made partly from Government and partly from those industries that contribute to the funding of sectoral consumer bodies at present?
Which duties and obligations on the sectoral consumer bodies should be transferred to Consumer Voice? Please give reasons.
Which of the interactions between the consumer body, regulator, and Government should be preserved and transferred to Consumer Voice? Please give reasons.

Summary of questions within the partial RIA

Do you agree with the initial estimates of the benefits of the proposed options? Please provide quantifiable evidence where possible to support your view.
Do you agree with the initial estimates of the costs of the proposed options? Please provide quantifiable evidence where possible to support your view.
Do you agree with the assessment of the impact of the proposals on small firms? We would welcome, in particular, comments from small firms on the impact of the proposals.
Do you agree with the assessment of the impact of the proposals on competition?

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