Our client operates a web-based platform business where customers can post their feedback on the service received from firms in a particular public-service industry. Service providers can monitor and respond to customer feedback that has been posted on the platform, and can also use the platform as a tool for driving their own customer engagement.
The Government announced plans to develop its own customer feedback platform for this public-service industry, which would have competed with our client’s existing business. We advised on whether the platform that the Government announced it would develop would involve illegal state aid. The potential for a state aid complaint formed part of the client’s lobbying efforts. The Government subsequently decided not to go ahead with the competing service.