Consumer Empowerment – the vision from Citizens Advice

Government’s vision

"For too long people have been faced with an array of different bodies for advice and support, but its not always clear who to turn to first. The Citizens Advice service will become the publicly-funded voice of consumers, championing their needs and empowering them to make the right choices for themselves.

Norman Lamb, April 2012

As a consumer I want a service which …

• I know and trust, that understands my views and fights to get me fair treatment

• Helps me resolve my problem and makes sure the same problem doesn’t happen again or to anyone else

• Reports my experiences to people who can take enforcement action

• Tells me about rip offs, scams and bad deals I need to watch out for

• Invites me to join in and have my say, campaigning for change with other people

Citizens Advice proposes a single, holistic, problem-solving model

Information

Education

Advice

Advocacy

Why the Citizens Advice service?

• Citizens Advice Bureaux are independent charities• Advice face-to-face, on the phone and by email • 450 member bureaux with advice at over 3,700 locations• Nearly 24,000 volunteers led by 6,700 paid staff • 2.5 million clients, 7.6 million problems• Campaign for change and advocate for citizens • Citizens Advice and Citizens Advice Scotland provide information

system, training, infrastructure support and lead on advocacy• www.adviceguide.org.uk • Collect data and 50,000 case studies for policy work

Consumer empowerment partnerships

• Provide local leadership in consumer protection and empowerment• Enable a range of organisations to pool evidence and influence

policy makers • Advocate for and represent consumers’ interests locally • Work closely with Trading Standards departments to ensure

effective enforcement of consumer rights • Coordinate and deliver consumer education programmes• Deliver local media campaigns and communications• Expose bad practice and give consumers a voice

2012/13 – pilot stage

Actions of the pilot Consumer Empowerment Partnerships

• Creating local partnerships with Trading Standards Service & large numbers of groups

• Data sharing with TSS for enforcement action• Raising consumer awareness – scams, rogue traders etc• Social media, local radio and press• Using existing bureau networks to expand operation• Working in schools• Educating consumers at shopping centres• Waiting room factsheets

A new consumer landscape

David Martin

Head of Social Policy Campaigns

Citizens Advice

david.martin@citizensadvice.org.uk

0777 328 9453