Consumers, Estate Agents and Redress Bill [HL]

My Lords, Amendment No. 9 would add to the obligations on the council in respect of the annual report by requiring it to include details of the most frequent complaints from consumers about post and energy for the year. It would also require the new NCC to include in the report any recommendations to regulated energy and post companies to change their practices. I certainly agree with the objective of the amendment. I share the ambition of the noble Baroness, Lady Wilcox, and the noble Lord, Lord De Mauley, that the council should be vigilant and active in the pursuit of opportunities to increase the transparency of the relevant markets by drawing attention to the sort of problems encountered by consumers. I am also very supportive of the ambition that the council should be a positive force for change and should be able to make recommendations to companies that would improve their performance to the benefit of consumers—that is also a clear benefit to the companies. The noble Baroness, Lady Wilcox, has previously made the powerful and compelling observation that complaints are important to companies because they help them to improve their performance and develop their businesses. I support that view wholeheartedly. Clause 9 provides the council with a general information function, which allows it to facilitate information provision to consumers, and Clause 44 obligates the council to publish information on the levels of compliance by an energy or postal services company with any complaint-handling standards set by a regulator. I hope that there is general agreement that the new statutory functions conferred by the Bill will provide the council with every opportunity to pursue the objectives set out in the amendment. As I said, I endorse the objectives of the amendment. However, although the council may very well include such information in its annual report if it considers that appropriate, it should not be obliged to do so, because that might not be the most appropriate way to provide consumers with information on complaints or on its recommendations to regulated post and energy companies on their practices. I hope that noble Lords will agree that, on balance, we should leave it to the council to decide how best to bring such information to the attention of consumers.