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User choice and consumer protection

Many public services are now delivered through 'quasi markets' - halfway between public sector delivery and the free market. Quasi-markets are where multiple buyers can purchase from multiple sellers, with the government able to ensure quality, conduct and, sometimes, user choice and/or price. Protection can be provided in various ways, such as government regulation, the sector's self-regulation, or through government enforcing controls.

This is a fairly new way for government to deliver public services. To be successful it must achieve a delicate balance between protective measures and encouraging competition and growth, and between choice and fragmentation. It must allow market mechanisms to work while ensuring universal and equitable services. This takes new skills, new ways of thinking and working and the recognition that for markets to work, failure must be allowed and must be managed.

Key NAO publications:

Protecting consumers from scams, unfair trading and unsafe goods (Dec 2016)
Market Analytic Toolkit: for assessing public service markets (Nov 2016)
Principles Paper: Managing provider failure (Jul 2015)
Public service markets: Putting things right when they go wrong (Jun 2015)
Using alternatives to regulation to achieve policy objectives (Jun 2014)

Protecting consumers from unsafe products

This report examines the extent to which the UK’s product safety regime protects consumers from harm, focusing on the OPSS.

Sector(s): Regulation, consumers and competition

Performance Improvement area(s): Commercial and regulation, User choice and consumer protection

Department(s): Department for Business, Energy and Industrial Strategy

Published:
16 Jun 2021

Gambling regulation: problem gambling and protecting vulnerable people

This report examines the extent to which gambling regulation protects people from gambling‑related harms and addresses emerging risks.

Sector(s): Business and enterprise, Regulation, consumers and competition

Performance Improvement area(s): Regulation, User choice and consumer protection

Department(s): Department for Digital, Culture Media and Sport

Published:
28 Feb 2020

Regulating to protect consumers: Utilities, communications and financial services markets

This report assesses how well Ofwat, Ofgem, Ofcom and the FCA measure and report their performance in protecting consumer interests.

Sector(s): Energy and environment, Financial services, Regulation, consumers and competition

Performance Improvement area(s): Performance measurement, Regulation, User choice and consumer protection

Published:
20 Mar 2019

Tackling problem debt

This report aims to evaluate and conclude on HM Treasury’s overall approach to over-indebtedness.

Sector(s): Central Finance and Treasury, Regulation, consumers and competition

Performance Improvement area(s): Fraud, error and debt management, User choice and consumer protection

Department(s): Cabinet Office, HM treasury

Published:
6 Sep 2018

Exiting the EU: Consumer protection, competition and state aid

This report examines the progress made by the Department for Business, Energy and Industrial Strategy, the Competition and Markets Authority, and National Trading Standards in building the UK’s legal framework and capacity and capability in consumer protection, competition and state aid.

Sector(s): Regulation, consumers and competition

Performance Improvement area(s): Exiting the EU, User choice and consumer protection

Department(s): Competition and Markets Authority, Department for Business, Energy and Industrial Strategy

Published:
6 Jul 2018

The higher education market

Young people are making complex choices about higher education without much effective help and advice, and the institutions concerned are under very little competitive pressure to provide best value.

Sector(s): Education and skills

Performance Improvement area(s): User choice and consumer protection

Department(s): Department for Education

Published:
8 Dec 2017

Cyber security and information risk guidance for Audit Committees

Audit committees should be scrutinising cyber security arrangements. To aid them, this guidance complements government advice by setting out high-level questions and issues for audit committees to consider.

Sector(s): Digital Government

Performance Improvement area(s): Digital service delivery, Support for Audit Committees, Support to Boards, User choice and consumer protection

Published:
13 Sep 2017

Vulnerable consumers in regulated industries

Regulators and government need to work together better to ensure that vulnerable consumers get the support they need.

Sector(s): Regulation, consumers and competition

Performance Improvement area(s): Customer management, Regulation, User choice and consumer protection

Department(s): Ofgem, Ofqual, Ofsted

Published:
31 Mar 2017

Protecting consumers from scams, unfair trading and unsafe goods

The report examines the system protecting consumers from scams, unfair trading, and unsafe goods. BEIS has made progress since our 2011 review, but needs to do more, particularly in the context of the growth of e-commerce.

Sector(s): Business and enterprise, Regulation, consumers and competition

Performance Improvement area(s): User choice and consumer protection

Department(s): Department for Business, Energy and Industrial Strategy

Published:
15 Dec 2016

Market Analytic Toolkit: for assessing public service markets

This toolkit is designed to guide those overseeing public service markets or assessing the effectiveness of these markets in terms of value for money and user outcomes. It helps government address a set of new challenges around its use of markets to deliver public services, including oversight, consumer protection, regulation and helping to achieve effective competition and innovative delivery.

Sector(s): Regulation, consumers and competition

Performance Improvement area(s): Regulation, User choice and consumer protection

Published:
22 Nov 2016