Ruta Baltause, Support Group to Ukraine European Commission

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. 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. 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. 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. 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. 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. 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. SMART AND CLEAN ENERGY FOR ALL
8 #EnergyUnion
Electricity and gas bill (many information elements - United Kingdom)
Source: British Gas website

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