How the CCPC engages with businesses
Where a breach of consumer law is identified, how might the CCPC contact you?
When the CCPC identify potential contraventions of consumer protection legislation, businesses may receive an engagement letter from us. The purpose of such engagement is to educate and assist traders in understanding their obligations under consumer protection law in order to empower traders to achieve voluntary compliance and to make the necessary changes to their business practices, procedures and policies. For example, this may be through making changes to the terms and conditions on their website or providing training to staff to ensure consumer protection law is upheld. Below you will find further information on the different engagement letters which your business may receive from the CCPC on this basis.
This information is intended as guidance only and the subject matter of an engagement letter can vary depending on the issue and type of engagement. Traders should follow the instruction provided in the letter addressed to them and seek independent legal advice where further guidance is required.
Early Engagement letter
What is the purpose of the letter?
The purpose of the letter is to educate and remind traders of their obligations under consumer protection legislation in order to encourage voluntary compliance with these obligations. The letter does not intend to provide a fully comprehensive analysis of a business’s compliance and should not be construed as legal advice, but it intends to assist traders in achieving compliance through providing high level information of a trader’s obligations under consumer protection law.
Why does the CCPC send this letter?
The CCPC issues early engagement letters, in line with our prioritisation principles, based on the analysis and screening of contacts to our helpline, sectoral sweeps and horizon scanning where potential breaches of consumer protection law and consumer detriment have been identified.
Who is it sent to?
The letter is sent to traders who have been identified as potentially contravening their obligations under consumer protection law based on the CCPC’s analysis and screening of helpline contacts, sectoral sweeps and horizon scanning.
What should you do when you receive this letter?
A trader who receives this letter should review in detail the legislation referred to within, and all other applicable consumer protection legislation, in order to address the concerns outlined. The CCPC encourages traders to exercise good practice by letting the CCPC know that the letter has been received and the steps that will be taken to ensure that the issues raised in the letter are addressed.
How to resolve your issue
Traders should review their practices, policies and procedures and make any necessary changes to ensure they are in line with the legislation referred to within the letter, along with all other applicable legislation, in order to become compliant with their obligations under consumer protection law. Traders should also refer to the CCPC website's information for businesses section which provides information and guidance to traders on their obligations. Where traders feel they require further guidance in order to ensure compliance with consumer protection legislation, the CCPC recommends seeking independent legal advice.
Sectoral letter
What is the purpose of the letter?
The purpose of the letter is to educate and remind traders within a particular sector of their obligations under consumer protection legislation in order to encourage voluntary compliance with these obligations. The letter does not intend to provide a fully comprehensive analysis of a specific business’s compliance and should not be construed as legal advice, but it intends to assist traders within the targeted sector in achieving compliance through providing high level information of a trader’s obligations under consumer protection law.
Why does the CCPC send this letter?
The CCPC issues sectoral engagement letters, in line with our prioritisation principles, based on the analysis and screening of contacts to our helpline, sectoral sweeps and horizon scanning where potential breaches of consumer protection law and consumer detriment have been identified as being widespread within that particular sector, and not by a specific trader.
Who is it sent to?
The letter is sent to traders who have been identified as belonging to a particular sector within which there are widespread contraventions of trader obligations under consumer protection law, based on the CCPC’s analysis, screening of helpline contacts, sectoral sweeps and horizon scanning.
What should you do when you receive this letter?
A trader who receives this letter should review in detail the legislation referred to within, and all other applicable consumer protection legislation, to ensure that they are not engaging in the sectoral issues outlined in the letter.
How to resolve your issue
Traders should review their practices, policies and procedures and make any necessary changes to ensure they are in line with the legislation referred to within the letter, along with all other applicable legislation, in order to ensure they are compliant with their obligations under consumer protection law. Traders should also refer to the CCPC website's information for businesses section which provides valuable information and guidance to traders on their obligations. Where traders feel they require further guidance in order to ensure compliance with consumer protection legislation, the CCPC recommends seeking independent legal advice.
