Are regulated parties customers?
DOI:
https://doi.org/10.26686/pq.v13i4.4601Keywords:
regulation and regulatory practice, ‘customer-focused government’, contemporary service designAbstract
How does a regulator refer to the individuals or organisations it regulates? Are they customers, even though they are not buying a product or service, and often have little choice in the matter? Are they to be referred to as regulated entities, obligatees, licensees, taxpayers, businesses, employers or one of a number of other terms of this kind, their identity defined by their specific rights and obligations under the law? But what does this mean for regulatory agencies implementing multiple regimes?
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