Citizens Advice response to DCC Operational Performance Regime (OPR) Review
Citizens Advice represents the interests of consumers via the Smart Energy Code Panel and it’s working groups and has consistently sought to ensure the best service at the most efficient costs for consumers. In past responses to Ofgem consultations on DCC oversight , we have highlighted 1 how outcome-focused performance metrics and better DCC performance in stakeholder engagement and contract management could improve outcomes for end consumers. We therefore fully support the revised performance metrics and the proposals for new incentives. Although the margins at stake for consumer engagement and contract management are relatively small, we believe the proposed mechanisms recognise the common stakeholder view that improvements in these areas are vital.