Consumer Focus Wales

Jonathan Edwards Excerpts

Wednesday 14th September 2011 Westminster Hall

[Mr Williams]

I was not aware of that, and I am grateful for that intervention. I will come on to issues about the Welsh language in a moment, because they are, as the hon. Lady knows, critical to our constituents.

The failure to recognise the gap between what the consultation describes as consumer policy and all the areas that Consumer Focus Wales works in creates a worry that future arrangements may leave out altogether significant areas of work currently undertaken by Consumer Focus Wales. There is also concern about the arrangements for the extra help unit, which protects some of the most vulnerable consumers in society and is part of the Consumer Direct service via a referral protocol. The proposal is for that service to be transferred to Citizens Advice and Citizens Advice Scotland by March 2012. Therefore, that needs to be integrated into the plans for Citizens Advice to take over the Consumer Direct service, with absolutely no break in the service provided.

Significantly, the extra help unit is a completely bilingual service. That has to continue. I am not clear from what has been proposed how Citizens Advice plans to supply a fully bilingual service. Not only does that have to be provided, it must enable Welsh speakers to have direct access to a phone line staffed by trained Welsh language operators. Many of us, including myself, have great concerns about the function of public bodies and their capacity to respond to people who speak in Welsh. Providing a service via an intermediary translation service such as Language Line is not an acceptable alternative, a principle supported by the Welsh Language Board. The Office of Fair Trading once tried to provide a Welsh language Consumer Direct service via an intermediary, but changed that policy following complaints from users and advice from the Welsh Language Board. Any clarification on that matter would be extremely helpful.

Crucially, while the new model in Scotland will be led from Scotland, and the model in Northern Ireland is led from Northern Ireland, in Wales we will be led from London. That would present concern in many areas. Given that the Welsh Government have competence for a number of the issues raised by Consumer Focus, and that there are many significant policy divergences between London and Cardiff, many of which I welcome, it is crucial for there to be Welsh input, which was the point made by my hon. Friend the Member for Cardiff North in his intervention. I know that we have a much better model for Wales than when proposals were first raised, but it still falls short of the Consumer Focus Wales model. I doubt whether it is practically achievable within the current model of Citizens Advice in England and Wales.

I understand that the Welsh Government are seeking the power to set up their own consumer body, in the same way that the Public Bodies Bill will give them the power to set up their own environmental body to take on the functions of the Countryside Council for Wales, Environment Agency Wales and Forestry Commission Wales. That would not involve the transfer of new powers, other than the ability to set up their own body to deal with advocacy. It would require no additional funding—in the current climate I respect that—as Wales would simply get the Barnett consequential that would arise from the new model in England, with much of the funding coming from levies rather than the public purse. The Minister may well urge me to respond to the consultation, but the difficulty that we face is that the Bill is going through Parliament now, and if we are going to give the power to the Welsh Government, as I believe we should, we have to act now.

Finally, we should go back to the original purpose of the decisions over quangos and consumer bodies. Do they streamline the process? That is questionable, given the new responsibilities expected of Citizens Advice and the significant work that will be required to get it to do the equivalent work of Consumer Focus Wales. Will it save money? Again, that is debatable, given the costs of transferring functions and the expansion of Citizens Advice that is required. I am sure that the Minister can help us on that matter.

Ultimately, there is a need for a body that can look specifically at all consumer issues from a Welsh angle. If that can be achieved through what the Government are outlining, then I am happy to listen to what they propose, but I am not sure that it can. In that case, I hope that the Minister will listen to the calls of many, including his counterparts in the Welsh Assembly Government, and give them the opportunity to go their own way and have the power to set up a Welsh consumer body—

[Jonathan Edwards (Carmarthen East and Dinefwr) (PC)]

Will the hon. Gentleman give way?

[Mr Williams]

Before the last four words of my speech, I will give way.

--- Later in debate ---

[Jonathan Edwards]

I apologise for being late; I was giving evidence to the Select Committee on Procedure. There is unanimity of support in the National Assembly for Wales for the transfer of such powers. That is a key point to be made to the Government in London.

[Mr Williams]

I am grateful to the hon. Gentleman for making that intervention before my last four words. That is a key point. On the basis of what the hon. Gentleman and I have said, I hope that the Minister will look favourably at what some of us are suggesting.

[The Parliamentary Under-Secretary of State for Business, Innovation and Skills (Mr Edward Davey)]

May I start by thanking my hon. Friend the Member for Ceredigion (Mr Williams) for securing the debate? As he said, he and my hon. Friend the Member for Brecon and Radnorshire (Roger Williams) came to see me in June, just after the consultation had begun, to press their case. My hon. Friend the Member for Ceredigion has pressed his case again today with his usual energy and enthusiasm. He was right to discuss in his initial remarks the excellent work done by Consumer Focus Wales. Any changes made will not reflect on that work; in many ways, we want to build on it and its excellence in representing consumers in Wales.

My hon. Friend mentioned Sharon Mills, whose son Mason tragically died during an E. coli outbreak in Wales. Ms Mills showed through her excellent work on food safety with Consumer Focus Wales that citizens can play a role. It also shows that Consumer Focus Wales has done an excellent job.

My hon. Friend is right that we are still consulting, and the consultation will not close until the 27th of this month. To reassure him and other Members, particularly Members from Wales, that we are listening, I can tell him that officials from my Department will be in Cardiff next week talking to officials in the Welsh Government about what they want. We have a genuine desire to reach out, listen, consult and find a way forward, and to ensure that all the great things that Consumer Focus Wales has done are maintained and that the Welsh voice is heard in whatever we end up with as a result of the consultation.

We must await the end of the consultation process. We will consider all responses carefully, but we believe that our proposals to rationalise further the functions of consumer protection bodies, strengthening the front line of consumer protection while reducing the complexity, confusion and waste of the current wide variety of bodies, are a positive step forward for consumer advocacy in Wales and across the UK.

We have absolutely no intention of reducing the level of support afforded to consumers across Wales; in fact, the whole purpose of the exercise is to see how we can improve it. I agree with the assertions made by the Welsh Government and Consumer Focus Wales that Consumer Focus Wales’s functions in representing Welsh consumers should be retained in Wales. The organisation’s important role in providing support for particularly vulnerable consumers, for example, which my hon. Friend asked about, will remain under the new regime.

Exactly how that role will be delivered is obviously still under consideration and will need to include comments from the ongoing consultation, but as I said, we are talking with interested parties, including the Welsh Government and Citizens Advice, to design a model of consumer representation in Wales that meets our objective. We believe that the concerns expressed by my hon. Friend and Consumer Focus Wales are not insurmountable, and I hope that we can cover them all in our considerations.

[Jonathan Edwards]

Consumer Focus Wales has an agreed funding formula with Consumer Focus. Will the Minister ensure that any successor body has funding comparable to that currently enjoyed by Consumer Focus Wales?

[Mr Davey]

The hon. Gentleman will understand that that is part of the deliberations and consultation. I cannot pre-judge the findings of the consultation, but funding is clearly key among our decisions.

One big issue raised is governance in Wales. We see no reason why the new model cannot replicate the current one. We understand how important it is that decisions affecting Welsh consumers should be made in Wales. I hope that that reassures hon. Members.

We do not want to add layers of bureaucracy. In these difficult times, that would be wrong, as my hon. Friend said. Although it is important that each country should have national representation on issues of specific interest to it, universal industries should also continue to have a single national voice and should not have to negotiate three or four times whenever they wish to do something.

For example, if Royal Mail wished to make even a minor change to their service, devolvement of consumer advocacy, which some have proposed, would require them to have detailed conversations three or four times over, which could lead to differing levels of service. I hope that hon. Members can understand that some industries covering the whole United Kingdom are not devolved, and that we do not want to add unnecessary costs that will not serve the consumer.

--- Later in debate ---

[Mr Davey]

I am glad that the hon. Gentleman made that point, as it enables me to clarify something that has been slightly confused in this debate. One must remember that at the moment, Citizens Advice has a national organisation, which undertakes much of its research for consumers, and local bureaux. We are talking about the national organisation, Citizens Advice, taking forward the work of Consumer Focus and other organisations to ensure a powerful research and expertise base for advocacy, education and information at the national level.

[Jonathan Edwards]

Will the Minister give way?

[Mr Davey]

I must end my remarks, I am afraid.

That will be in no way affected by local pressures. Most funding for the national work comes either from levies or from the taxpayer; a lot of the local funding comes from local government. They are two connected organisations, and the strength is in their connection.

Citizens Advice, the national organisation, gets information fed up from the grassroots all the time. That is one reason why the brand is so trusted and why the organisation has a special, and perhaps unique, role to play in our country. Citizens Advice has local representation through its bureaux in communities. Although those bureaux will not be conducting research, they will be able to feed into the analysis. That is particularly important for the most vulnerable in our society. It is another reason why I think that our model has a lot of strengths.

I emphasise that Citizens Advice has an excellent track record of advocacy on behalf of consumers at a national and local level. We want to build on that track record and the brand awareness that it enjoys and direct resources for consumer education, information, policy and advice to Citizens Advice. We also want to bring together local, bottom-up information with the national research and expertise currently carried out by Consumer Focus, which is, as we have heard, of extremely high quality. That will create a powerful consumer body to which businesses will have to listen.

We do not intend to lose the experience and expertise held at Consumer Focus. Instead, we want to bring together its policy and research expertise, especially in the energy and postal services sectors, with the long-standing success of Citizens Advice and its bureaux in helping consumers. By operating in that way, we can connect consumer policy and research functions with the concerns and problems of citizens in their communities. There are benefits to be realised by making that connection. We remain committed to working with all, including those across Wales, to make it a reality.

Question put and agreed to.