Proposal 17 – Ensuring that consumer protections are fit for purpose

1 December 2019

Government and Ofgem to take the lead on consumer protections for all aspects of the EV customer journey.

Consumer interactions with EVs and smart charging cuts across a range of sectors, from tightly regulated established sectors to new, largely unregulated ones. This means that many EV services are currently only covered by general consumer law, which brings a risk of consumer detriment as the roles and responsibilities in the sector evolve. 

To understand exactly if and where further intervention is needed – both now and in the future – a thorough review of the consumer protections relating to smart charging and EV services must be undertaken. 

Consideration should be given to the following points:

  • The review should include a function mapping exercise, charting the roles and functions of each type of company involved in the EV customer journey, in order to identify whether consumers require further protection;
  • The review will need to consider future roles that companies may play, alongside current ones;
  • Particular consideration needs to be given to consumers in vulnerable circumstances;
  • Existing work programmes that are looking at consumer protections (such as the Future Energy Retail Market Review which is looking at aspects of home charging) will need to be integrated; and
  • The review should be launched in 2020 and be finalised by the end of 2021 at the latest, allowing enough time to undertake a detailed, in-depth review while ensuring that it is done in a timely manner.

The Taskforce proposes that Government and/or Ofgem undertake a full review of protections for EV drivers by the end of 2021. This should build on and be coordinated with ongoing work (such as BEIS and Ofgem’s Future Energy Retail Market Review). 

The Electric Vehicle Energy Taskforce

The Electric Vehicle Energy Taskforce

20 November 2020