Consumers, Estate Agents and Redress Bill [HL]

My Lords, I beg to move that the House do agree with the Commons in their Amendment No. 5. The amendment relates to Clauses 44 and 47 and the new redress and complaints-handling provision to be introduced in the energy and postal services sector and, potentially, in the water sector, after consultation in 2008. These aspects of the new framework for consumer representation and redress are an important part of the new arrangements introduced by the Bill. A direct consequence of the new provisions is that regulated providers in the energy and postal services sectors—and potentially water, after consultation in 2008—will be required to take full and proper responsibility for handling complaints from consumers of their services. As an incentive for industry to take complaint-handling seriously, the Bill requires regulators to make regulations prescribing standards for complaint-handling that will be binding on regulated providers in these sectors. Where a regulated service provider has not been able to resolve a complaint to the satisfaction of the consumer, the availability of redress schemes will ensure that consumers will benefit from the certainty of a complaint’s resolution and the award of compensation where appropriate. These measures are about empowering and protecting the consumer, and we are working closely with representatives of the key organisations concerned to ensure that we achieve a smooth transition to the new framework which maximises benefits to consumers and minimises the uncertainty for staff in the existing organisations. We expect that the new sectoral redress schemes will be established by industry and approved by the relevant regulators. In parallel, regulators will also be considering how best to introduce the new standards for complaints-handling. We are discussing with both industry and industry representatives how best to make the transition to the new arrangements. From these discussions, it is clear that we face an intricate and challenging timetable to deliver the different aspects of this new structure, and that work on the detailed aspects of implementing these provisions needs to start now, even prior to Royal Assent. Therefore, we want to be able to make a start with building on the important background preparatory work which has taken place to facilitate the swift and successful introduction of these measures. The intention behind the amendments is simple: to clarify expressly the status of certain actions, such as consultations and other procedural actions, and to provide that, where they are carried out prior to Royal Assent and commencement, they satisfy the requirements of the Bill as set out in Clauses 44(1) and 47(4). In view of the time constraints on the implementation timetable, the amendments will enable us to make progress with implementation activities prior to the commencement of the relevant sections of the Bill, and provide the assurance that these actions will satisfy the obligations in the Bill specifically in these two areas. This will save a great deal of time later on in the process and assist with the swift introduction of these measures in due course. I beg to move. Moved, That the House do agree with the Commons in their Amendment No. 5.—(Lord Evans of Temple Guiting.) On Question, Motion agreed to. 6: Clause 45, page 26, line 37, leave out ““where standards are”” and insert ““in relation to standards”” 7: Clause 47, page 27, line 31, at end insert- ““( ) The requirements of subsection (4) may be satisfied by consultation undertaken before the commencement of this section or the passing of this Act.””