Effective consumer empowerment & protection in liberalised electricity & gas markets in Europe Kyriakos Gialoglou, European Commission, Consumer Affairs Congreso Energia y Derechos de los Consumidores , Valencia, 24 – 25/11/2009. Contents of presentation. Why an EU (energy) consumer Service?
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Effective consumer empowerment & protection in liberalised electricity & gas markets in Europe
Kyriakos Gialoglou, European Commission, Consumer Affairs
Congreso Energia y Derechos de los Consumidores, Valencia, 24 – 25/11/2009
Identify malfunctioning markets for further in-depth analysis
Tools to be used:
Results will be published in Autumn 2010
Citizens’ Energy Forum mandate:
Commission led a Working Group on Billing
Commission created model bills
Energy companies must advertise or inform consumers about the main characteristics of their services or the price in a clear, truthful and intelligible manner.
Examples of possible unfair practices in energy under UCP:
- misleading green claims: e.g. green label without authorisation
- using general claims e.g. "green electricity" without being able to substantiate the claim, may deceive consumers misleading.
- onerous or disproportionate barriers for consumers terminating a contract or switch to another energy company
Example: a company excessively delaying contract termination could be an aggressive commercial practice
Case study: Italian Antitrust Authority fined companies in telecoms sector for excessive delays /obstacles to terminate contract on the basis of UCP.
Flash EB 243 "Consumers' views on switching service providers"
Information on markets accessible
Energy and Consumer Bills:
Report by the Working Group on Billing:
(click on 2nd Citizens’ Energy Forum, Reports)
Monitoring markets and the Consumer Markets Scoreboard http://ec.europa.eu/consumers/strategy/facts_en.htm
DOLCETA: sustainable consumption and services of general interest
for your attention!