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Energy consumers' rights and the EU legislation

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Ruta Baltause, Support Group to Ukraine
European Commission

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Energy consumers' rights and the EU legislation

  1. 1. SMART AND CLEAN ENERGY FOR ALL 1 #EnergyUnion Energy consumers' rights and the EU legislation Ruta Baltause, Support Group to Ukraine European Commission
  2. 2. SMART AND CLEAN ENERGY FOR ALL Energy Union Framework Strategy POLICY OBJECTIVES Security of supply, sustainability and competitiveness FIVE MUTUALLY SUPPORTIVE DIMENSIONS  Energy security, solidarity and trust  Integrated European energy market  Energy efficiency to moderate demand  Decarbonisation of the economy  Research, Innovation and Competitiveness CITIZENS AT IT'S CORE "Our vision is of an Energy Union with citizens at its core, where citizens take ownership of the energy transition, benefit from new technologies to reduce their bills, participate actively in the market, and where vulnerable consumers are protected."
  3. 3. SMART AND CLEAN ENERGY FOR ALL CONSUMER'S RIGHTS LIST IN THE EU ENERGY LEGISLATION SINCE 2009 5. Accurate information on your consumption and billing based on it: have access to accurate information on your consumption of electricity and/or gas in order to regulate your energy consumption, and be billed based on actual consumption. 6. Information on how to use energy more efficiently and on the benefits of using energy from renewable sources: be properly informed on the benefits of using equipment and vehicles using renewable energy and be properly informed on how much energy you use and how to use energy more efficiently. 7. Specific consumer protection measures, if you are a 'vulnerable' customer: receive adequate safeguards, if you are defined as a 'vulnerable customer' by relevant national rules. 8. Easy resolution of complaints and disputes: file a complaint to your gas or electricity supplier and, in the event your complaint is not managed to your satisfaction, send your complaint to an independent body for an inexpensive, prompt and fair out-of-court settlement. 9. An energy performance certificate for your home: receive information about the energy efficiency of the property you wish to buy or rent. 10. A national contact point for energy: contact a single point in your country where you can find more information on these rights. 1. An electricity connection: have your home connected to the local electricity network and supplied with electricity. 2. A choice of supplier: choose your supplier and enter into contract with any EU electricity and/or gas supplier offering services to you 3. An easy and fast switch of supplier: change your electricity and/or gas supplier in an easy and quick way, without extra charges. 4. Clear contract information and right of withdrawal: receive clear information on your energy contract before signing, and an advance notice if any changes are made to the contract, with the possibility to end the contract if you do not accept the new conditions. You also have the right to withdraw from a new contract within fourteen days if the contract was concluded outside the supplier's business premises or by distance means of communication (such as Internet or telephone).
  4. 4. SMART AND CLEAN ENERGY FOR ALL CITIZENS' ENERGY FORUM (LONDON) – PLATFORM FOR STRUCTURED STAKEHOLDER DIALOGUE OBJECTIVE Bring together stakeholders on issues related to retail energy markets (national regulators, operators, consumer associations, …) FOCUS Consumers' perspective and role in the Internal Energy Market in its retail end (electricity and gas) KEY TOPICS 2011  Electricity Regulatory Forum, Florence  Gas Regulatory Forum, Madrid LINKS TO OTHER FORUMS  Complaint Handling  Competitive Retail Markets  Price information, billing and switching  Customer empowerment  Smart Meters  Demand Response Scheme KEY TOPICS 2017  Clean Energy for all Europeans Package  Encouraging active consumers  Better choices in the market  New energy technologies and data management  Engaging consumers in demand response, smart- consumption and self-generation  Local energy communities  Future of retail energy markets
  5. 5. SMART AND CLEAN ENERGY FOR ALL 5 #EnergyUnion COMISSION'S PROPOSAL 2016 FAIR DEAL FOR ALL CONSUMERS • Entitle all consumers to request a fit-for-purpose smart meter equipped with common minimum functionalities from their supplier. • Give all consumers access to at least one free-of- charge certified price comparison tool. • Require all suppliers to prominently display key information on the energy bills, including the contract end date, the customer's unique switching code. • All switching related charges will be prohibited, except for early termination fees on fixed term contracts • Grant consumers the entitlement to sign up to an electricity supply contract based on dynamic prices • Grant consumers the entitlement to generate electricity to either consume, store or sell back on the market. • Monitor energy poverty (Energy Union Governance & Energy Poverty Observatory). • Ensure customers in arrears are aware of their options before they are disconnected. • Require investments in domestic energy efficiency which benefit the energy poor. • Set principles for granting access to consumer data, with the explicit consent of the consumer. BETTER INFORMED EMPOWERED PROTECTED
  6. 6. SMART AND CLEAN ENERGY FOR ALL 6 #EnergyUnion Information elements provided on household consumer bills (number of countries) – 2016 Source: ACER/CEER Annual Report on the Results of Monitoring the Internal Electricity and Gas Markets in 2016. Consumer Protection and Empowerment Volume (October 2017)
  7. 7. SMART AND CLEAN ENERGY FOR ALL 7 #EnergyUnion Number of countries protecting vulnerable consumers by type of measure – 2016 Source: ACER/CEER Annual Report on the Results of Monitoring the Internal Electricity and Gas Markets in 2016. Consumer Protection and Empowerment Volume (October 2017)
  8. 8. SMART AND CLEAN ENERGY FOR ALL 8 #EnergyUnion Electricity and gas bill (many information elements - United Kingdom) Source: British Gas website
  9. 9. SMART AND CLEAN ENERGY FOR ALL 9 #EnergyUnion Electricity bill (few information elements - Latvia) Type of tariff Network charges Tariff component for the renewables and co-generation support Price for a vulnerable consumer VAT Price for a vulnerable consumer Support costs for renewables and co- generation Network charges

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