Consumer Journey Forum

The Consumer Journey Forum was established in February 2020, to consider the impact of the introduction of faster and more reliable switching on the various journeys that consumers might take through the end to end switching process, and to identify any aspects of the journey which may cause issues and/or prevent them from having a positive engagement.

A Terms of Reference (ToR) document was agreed. The ToR and a summary of the deliverables are detailed within the Appendices.

Attendance at the Forum was voluntary in line with the agreed position at the Delivery Group on 31 March 2020, when entry to User Entry Process Testing was delayed by at least 6 months due to the COVID situation.

In taking part in the Forum, participants confirmed their awareness of and compliance with applicable Competition Law and that they would not discuss matters that would or might lead to any breaches of Competition Law.