Customer Protection Code of Practice

What is Customer Protection Code of Practice?

The Customer Protection Code of Practice (CPCoP) is a set of rules that water retailers must follow when working with business customers. Ofwat recently reviewed these rules and made some updates to improve customer protection. These updates include:

• Requiring retailers to have a plan to support vulnerable customers.
• Providing clearer information about how to make a complaint.
• Making customers more aware of their rights to either switch suppliers or negotiate a better deal.

We’ve worked with Ofwat to create a simple summary document to explain all the protections in the CPCoP (pdf).