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Consumer Journey Forum

This Forum initially convened during 2020 and is being re-launched with a revised Terms of Reference from May 2021. It will be meeting between April and December 2021 and is open to all interested energy Suppliers.

About this Forum

The Consumer Journey Forum (CJF) initially convened during 2020 and was re-launched with a revised Terms of Reference in May 2021. This group will be meeting until December 2021 and is open to all interested energy Suppliers.

The purpose of the forum is to provide an open and transparent environment for all Suppliers to discuss and identify key issues and common themes associated with Business Readiness for Faster Switching Go-Live, that need to be mitigated and addressed by Suppliers to enable successful Programme delivery and effective consumer engagement, whilst maintaining an understanding that each consumer journey may be different.

The Terms of Reference seek to ensure that there is a fair representation of the different types and scale/size of Supplier organisations within the industry and to ensure that different perspectives are provided when ideas, decisions and the impacts of decisions are discussed.

Consumer Journey Forum

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.

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