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The All-Party Parliamentary Group (APPG) on Customer Service raises awareness and understanding of customer service amongst parliamentarians and establishes a dialogue with UK organisations across all sectors.

At our APPG meeting on 18 January 2022, we looked at the growing issue of worker abuse, identifying the huge increase of harassment and hostility across numerous sectors that needed to be addressed. This group has supported further protections for customer service workers from abuse, highlighting the need to continue pushing for a specific offence to protect customer service workers across all sectors. The upcoming Sentencing Bill and what was coming up in parliamentary process for this Bill. You can download the minutes here.

The APPG was attended by:

  • Chris Evans MP, Co-Chair (Labour, Islwyn)
  • Philip Davies MP, Co-Chair (Conservative, Shipley)
  • Liz Twist MP, Officer (Labour, Blaydon)
  • Andrew Fellows – Senior Parliamentary Assistant to Andrew Lewer MP
  • Emma Evans – Office of Chris Evans MP
  • Jo Causon – CEO, Institute of Customer Service
  • Anne Stoddart – Commercial Director, Institute of Customer Service
  • Shona Gilbert – Client Relationship Director, Institute of Customer Service
  • Nick Read – CEO, Post Office
  • Richard Braham – Head of Stakeholders & Public Affairs, West Coast Partnerships
  • David Whitehouse – Director of Safety and Security, Avanti West Coast
  • Amanda Hines – Head of Customer Experience Transformation, Avanti West Coast
  • Mike Han – Public Affairs Executive, Avanti West Coast
  • Michael Gauterin – MD Customer Service, Enterprise, BT
  • Warren Grigg – Customer Experience Manager, Avanti West Coast
  • Laura McCormack – Head of Policy and Public Affairs, The Booksellers Association
  • Kenneth Pritchard – Head of Parliamentary Relations, Post Office
  • Linsey Matthews – Customer Services Advocate at British Gas
  • Oliver Hazell – Account Director, Cavendish Advocacy
  • Alexia D’Rosario – Account Executive, Cavendish Advocacy

Download minutes here

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