Published by: OFGEM
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Key Take Aways
The strategy underscores a broad, principles-based approach to consumer vulnerability, emphasising individual circumstances and personal characteristics.
Focused outcomes aim to ensure consumers in vulnerable situations are identified, supported, and can access tailored services with minimal burden.
Data sharing and smarter use of data are central themes, promoting transparency, proactive identification, and timely intervention for vulnerable consumers.
The strategy prioritises support for consumers struggling to pay their bills through guidance on billing accuracy, flexible payments, and debt reduction schemes.
Improvements in customer service are emphasised, including tailored communication, ease of engagement, and safeguarding against exclusion.
The strategy promotes inclusive innovation, encouraging accessible, inclusive, and effective adoption of new technologies and market solutions.
Cross-sector collaboration is...
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