Tatjana Böttger, Ministerium für Wissenschaft und Wirtschaft Sachsen-Anhalt Magdeburg,

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1 Tatjana Böttger, Ministerium für Wissenschaft und Wirtschaft Sachsen-Anhalt Magdeburg,

2 Where no energy consumer looks at. energy bills standard terms and conditions

3 When something does not work or is not conform with expectations. Examples: - Charges have been increased. - You have a high additional payment in your annual bill. - You think your monthly rate is too high. - Supplier switching does not work. - A switching bonus is not paid as expected. - Or: Energy supply does not take place at all.

4 In law and theory, there is a free market for electricity and gas. To make it work, those markets as network industries are unbundled. That means, that the network operator is not allowed to do anything in the supply chain but to transport the energy. Thus, cosumers have the possibility to choose their energy supplier. If they don t, they are being supplied by a base supplier (in Germany mostly municipal public utilities).

5 The well-informed and empowered market participant Supplier switching Transparent billing Regulation on transparent and fair contract conditions Dispute settlement Passive Protection Base supply Regulations on security of supply Vulnerable costumers social aspects Some countries: price regulation Price-sensitive network enlargement: network charges Limitation of additional price components (taxes, levies)

6 Source: Bundesnetzagentur, Monitoringbericht 2011, p. 33

7 Consumer protection is a market topic and therefore closely linked to the EU s single market. A single market for electricity and gas shall be completed by In this context, detailed prescriptions also on consumer protection stemming from the third energy package (2009) had to be converted into national law until Fair and transparent contracts Out-of-court dispute settlement and complaint handling Adressing vulnerable customers The single market shall serve the EU s energy policy goal triangle (competitiveness, security of supply, sustainability).

8 Directive 2009/72/EC: Annex 1 Measures on consumer protection two full pages 1. [..](a) have a right to a contract with their electricity service provider that specifies: [ ] the means by which up-to-date information on all applicable tariffs and maintenance charges may be obtained, the duration of the contract, the conditions for renewal and termination of services and of the contract and whether withdrawal from the contract without charge is permitted, any compensation and the refund arrangements which apply if contracted service quality levels are not met, including inaccurate and delayed billing, the method of initiating procedures for settlement of disputes in accordance with point (f), [ ]

10 40 (2) EnWG: Lieferanten sind verpflichtet, in ihren Rechnungen für Energielieferungen an Letztverbraucher 1. ihren Namen, ihre ladungsfähige Anschrift und das zuständige Registergericht sowie Angaben, die eine schnelle elektronische Kontaktaufnahme ermöglichen, einschließlich der Adresse der elektronischen Post, 2. die Vertragsdauer, die geltenden Preise, den nächstmöglichen Kündigungstermin und die Kündigungsfrist, 3. die für die Belieferung maßgebliche Zählpunktbezeichnung und die Codenummer des Netzbetreibers, 4. den ermittelten Verbrauch im Abrechnungszeitraum und bei Haushaltskunden Anfangszählerstand und den Endzählerstand des abgerechneten Zeitraums, 5. den Verbrauch des vergleichbaren Vorjahreszeitraums, 6. bei Haushaltskunden unter Verwendung von Grafiken darzustellen, wie sich der eigene Jahresverbrauch zu dem Jahresverbrauch von Vergleichskundengruppen verhält, [ ]

11 Directive 2009/72/EC; Art. 3, No. 13: Member States shall ensure that an independent mechanism such as an energy ombudsman or a consumer body is in place in order to ensure efficient treatment of complaints and out-of-court dispute settlements. Such a mechanism was only missing in Bulgaria, Germany, Slovakia and Slovenia. A Schlichtungsstelle Energie was established by November 2011, jointly organized by consumer bodies and energy companies associations. During the last year, it received complaints and decided about expected were complaints Six lawyers are working for the institution.

12 CEER is an association of national regulators focuses on consumer protection in four core areas (affordability, reliability, simplicity, protection and empowerment) is building a 2020 vision for energy customers with wide consultation of stakeholders Main ressource for efficient protection of energy consumers: the well-informed and active energy consumer Can this work?

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