Consumer Rights Bill

Steve Reed Excerpts

Tuesday 13th May 2014 Commons Chamber

This situation cannot continue. We have to demonstrate that we are serious about stemming the flood of unwanted text messages and nuisance calls. Lowering the thresholds would send that message and allow the Information Commissioner to do his job—the job that consumers expect him to do. We need to take away the thresholds about distress to the consumer and simply tell companies, “It’s illegal to do this—let’s stop it now.”

[Mr Steve Reed (Croydon North) (Lab)]

I want to speak in favour of new clause 1 and new schedule 1, which call for independent advocacy and citizen involvement in decision making in public services. I commend my hon. Friends the Members for Walthamstow (Stella Creasy) and for Cardiff South and Penarth (Stephen Doughty) for proposing them.

I wholly welcome the extension of these rights into the public sector. It is only right that people should be able to seek redress when things go wrong or to expect their complaints about service failure to be treated seriously. It is certainly right that people should have more power to influence decisions made about them by other people. I worry that, as my hon. Friend the Member for Walthamstow said, the Bill in its current form will not allow that to happen as readily as it should.

A number of Labour councils are part of the Co-operative Council Innovation Network, of which I am very proud to be the patron. The councils involved are working together to find new ways to hand power to service users so that they have more control over the services they use and the people and organisations who provide them. That approach is already demonstrating that it can improve outcomes for citizens. One of the lessons those councils have learned is that handing people more power, on its own, is not enough. Many people who rely heavily on public services do so because they are extremely vulnerable or socially excluded. They lack the capacity or experience to exercise the power made available without additional support to allow them to do so.

Let me offer an example. Personalised budgets are a fantastic opportunity to give more control to people who rely heavily on care services such as home helps, day care, or assistance in managing chronic health conditions at home. Yet many of the people offered personalised budgets feel poorly equipped and supported properly to manage them. Research shows that this is one of the reasons why there has not been a higher take-up of personalised budgets, and that is a missed opportunity. The answer is to put in place the support that people need to exercise control. For someone not used to handling relatively large budgets, it can be a frightening experience to be asked to do so, particularly at a time when their health may be failing. Bringing budget-holders together with experienced advocates—people who are on their side and can help them to understand and articulate their real needs—can transform the situation. We need to build people’s capacity to participate in order to make this power meaningful.

Another example is children’s services. Many service users are children who have experienced severe trauma or disruption in their lives. They do not, of course, have any professional experience themselves of running things—they are, after all, children—but that does not mean they cannot take more control, as long as appropriate support is on offer. When I was elected leader of Lambeth council in 2006, the authority’s children’s services were rated by Ofsted as among the worst 3% in the country. By 2012, Ofsted rated exactly the same services as the best in the country by a considerable margin. One of the key reasons for that transformation was the active involvement of children in shaping their own services—but providing those children with support was fundamental in making that process work. That is why the new clause is so important in improving the Bill.

We also need much greater openness and transparency of information and data in public services. People cannot participate in decision making if they do not have full access to information. I was bitterly disappointed to see Croydon council, which covers the constituency I am proud to represent, failing to understand this. It took a decision to sell off the borough’s public libraries to a private developer in secret, behind closed doors. Doing it in that way fuelled public concern that the deal was not in the best interests of residents. That feeling appeared to be justified when the buyers, Laing, quickly sold the libraries on to another developer, Carillion—at a considerable profit, one would assume, but unfortunately we are not allowed to know.

These are public resources and public services, and decisions about them should be transparent and open; the public should be able to participate. At the council I led, I introduced a very simple open data charter which stated that the authority would publish everything that it was not legally prevented from publishing. Once we did that, the public started asking for data in different formats so that they could use them to scrutinise services more thoroughly and propose better ways to run services, and alternative providers to run better services. That approach helped to create community-run parks, a community-run youth services trust, more tenant-led housing estates, and even a new council website designed by the residents who were using it.

However, citizens need support to take advantage of these opportunities, or the potential for change that they offer will never be realised. We need the new clause and the new schedule if we want these powers really to work for everyone and not just for a privileged few.

[Lilian Greenwood (Nottingham South) (Lab)]

I should like to speak in favour of new clause 2, which seeks to clarify how the Bill will be implemented and how consumers will be informed of their rights.

In particular, I want to ask some questions of the Minister about the implications for rail services. It was welcome news in Committee when, in responding to a question from my hon. Friend the Member for Cardiff South and Penarth (Stephen Doughty), the Minister confirmed that the National Rail conditions of carriage will be refreshed to provide stronger provision for consumers in order to make them consistent with the rights set out in this Bill. The operators’ trade body, the Rail Delivery Group, has said:

“The Conditions of Carriage are under review. They will be published by the end of the year and will be fully compliant with the Consumer Rights Bill.”

It also said:

“They’ll be more consumer-friendly in terms of the language used”.

That will be a huge improvement from the passenger’s point of view.

I have a number of questions about how this implementation will be carried out. Do the Government intend to conduct a wider review of the passenger protections in the National Rail conditions of carriage? They could use the Bill as an opportunity to strengthen passenger rights where, for example, the train operator fails to provide passenger assistance, which is so important for disabled passengers; where someone finds that the seat reservations on their train are not being honoured; where there are planned engineering works that the operator could have known about in advance but has not informed people about; or where someone finds on arriving at the station that part of the journey they expected to be by train will be on a replacement bus service.

If the intention is to carry out this wider review of the National Rail conditions of carriage, why has Passenger Focus so far been excluded? Can the Minister guarantee that there will be no watering down of passenger protections in the National Rail conditions of carriage that may be additional to the protections provided in the Bill? All the consumer protections in the Bill are subject to parliamentary scrutiny, and the public have had an opportunity to influence them and have a view on them. Changes to the National Rail conditions of carriage are not usually subject to such public consultation, but this is an unusual circumstance. Will the Minister clarify whether the proposed revisions to the National Rail conditions of carriage to make them consistent with the Bill should be subject to public consultation?

I have a few more questions about implementation and the consequent need for further guidance, as set out in the new clause. The National Rail conditions of carriage do not apply to light rail systems such as the Docklands light railway or the London underground, where separate conditions of carriage are set out by Transport for London. Have the Government made an assessment of the various light rail conditions of carriage? Do Ministers plan to exclude them from the rights in the Bill, as with the National Rail conditions of carriage, or, indeed, to do something different about them?

There are also a number of issues concerning equivalent protections and how they will be met. At present, under the National Rail conditions of carriage, a passenger is entitled to a full refund only if they decide not to travel after the service is cancelled or delayed or when a reservation is not honoured and the ticket is unused. Passengers are entitled to partial refunds if they decide not to travel for other reasons, but they are subject to a £10 administration charge. Passengers who start their journey are entitled to compensation of only 20% of the price paid, and only if their service is more than an hour late. Although some rail operators offer a more generous delay/repay compensation scheme, that is not set out in the national rail conditions of carriage.

If passengers are entitled to a repeat performance, as set out in clause 54, on the grounds that the journey was not in accordance with the information given about the service, as outlined in clause 50, will they now be entitled to a full refund? Could that therefore be the stronger provision relating to compensation for consumers that the Minister mentioned when she responded in Committee in March?

I also want clarification on another issue. When passengers are affected by planned possession works by Network Rail, rather than the train operator, they will clearly be receiving a substandard service, but will they be entitled to compensation? I do not think they have such an entitlement at present.

Obviously, I am speaking in my capacity as a Back Bencher rather than from my position on the Front Bench. Many of our constituents are frustrated by their experiences on the railways, and they want to know that the rights set out in the Bill in relation to rail fares and services are being addressed by the Minister and that there is an opportunity to strengthen consumer protections in such an important area of policy.

--- Later in debate ---

The Citizens Advice remit covers benefits, housing, employment, debt and money, consumer, tax, discrimination, health care and wider individual legal problems, as well as other issues. It has a very broad remit. It is right that consumers have a central source of advice and, if necessary, can be signposted to other help, where it is needed.

[Mr Steve Reed]

Does the Minister believe that public library users in Croydon should have a right to know why the council chose to sell the libraries off to one bidder rather than another, and that it should have taken that decision publicly, rather than in private?

[Jenny Willott]

Obviously, I cannot comment on the situation in Croydon because I do not know the details. However, the Government are committed to freedom of information and, in a moment, I will talk about the access to data and information that we are supporting in the private and public sectors.

We fully recognise that sometimes more intensive support is needed, above and beyond the advice that is given by Citizens Advice. That is why the patient advice and liaison service offers confidential advice, support and information on health-related matters. There are already independent third-party adjudicators in the public sector, for example at HMRC. Those systems exist to support consumers, often the most vulnerable, in making a complaint and having their voice heard.

There is a serious danger that mandating others to provide a service that overlaps what is in place will confuse, rather than strengthen, the landscape. We need to continue to make public services more responsive to end users, not dilute the central role of Citizens Advice and hinder its ability to act as a key advice agency by creating bureaucracy. We all share the vision of public services provided to a high standard, where consumer feedback and consumer choice work to push up standards. However, we do not need to bring them all within the ambit of the Bill to achieve that.

The transparency of data in the public sector, which has been raised by hon. Members, is a priority for the Government. In many areas, transparency is much more advanced in the public sector than in the private sector. Consumers of public services have access to a wealth of data, such as crime statistics and educational standards. Those all work to empower consumers, promote choice and accountability, and, ultimately, raise standards.

Let me make it clear that the Government support the principle that the public should have access to the data that are held on them. That is in line with our open data policies and activities, and with the approach that we are taking to the negotiations on the European data protection regulations. We embrace the principle that where social benefits can be obtained from anonymised data sets—so-called “big data”—that should be supported. That is why, alongside the midata programme, which is concerned with commercially held data, we are exploring how the data that are held on individuals by Departments might be made available to those individuals in a useful way. That work is in its early stages, but it is designed to address just the sort of issues that we have been discussing today.

As the hon. Member for Walthamstow said, we have been reviewing the progress with the voluntary approach that has been taken to the midata programme so far. I plan to announce the results of the review shortly, but in the meantime I can report that there was an encouraging development in March. In the personal current accounts sector, which was raised by the hon. Member for East Hampshire (Damian Hinds), we have secured a commitment from the big banks to provide customers’ transaction records—their midata—as downloadable files with a consistent format. That has been called for by Which? and the comparison sites. It is encouraging that by the end of the year the vast majority of current account holders in the UK will have access to their midata files. I hope that that reassures the hon. Gentleman on the points that he has raised.

We are working with all the parties involved to ensure that tools are available to use those files. We are confident that this approach will help consumers to compare more easily what is on offer in terms of price and service. As was highlighted by the hon. Member for East Hampshire, there is clearly a lot more to be done to encourage consumers to switch. We hope that by providing the information and working with comparison sites, we can ensure that that happens more often.

Our central objective is that the Bill should deliver rights that are much easier for consumers to understand and use. It is a vast improvement in terms of the simplicity of the language and the consistency of approach. However, we recognise that traders need to know their forthcoming responsibilities in good time before the Bill comes into force, and consumers need practical guidance with real-life examples of how the legislation works. Achieving that quality of communication is a significant challenge and requires planning, which we have been doing.

As hon. Members have highlighted and as we discussed many times in Committee, we have been working with an implementation group to develop appropriate guidance and effective channels of communication. The group is making progress and we will publish a timetable later this year setting out when the parts of the work will be done. We intend to have guidance for businesses available soon after Royal Assent, and it will be available for consumers when the legislation comes into force to ensure that people are able to access and understand their rights.