EU regulatory and consumer organizations set out steps for a “˜customer first’ energy policy vision


Brussels, Belgium — (METERING.COM) — November 15, 2012 – The European regulatory body CEER (Council of European Energy Regulators) and consumer organization BEUC have presented a vision of an energy sector for Europe in which consumers are put first.

The 2020 Vision for Europe’s energy customers outlines four principles that should govern the relationship between the energy sector and its variety of customers:

  • Reliability in the physical supply of energy and in the commercial systems and processes that provide access and affect customer service levels, such as billing. It also means reliability in the processes that allow problems and disputes to be resolved transparently, fairly and quickly.
  • Affordability such that charges are clear and kept to fair and reasonable levels for all customers, reflecting value for money at a level consistent with funding necessary investments to develop energy networks and to achieve energy policy targets (e.g. renewables).
  • Simplicity in how information is provided to customers, especially residential consumers, such that it is easy for them to understand their bill and better manage their energy consumption. It also means simplicity and transparency in how processes that affect customers operate.
  • Protection and empowerment to ensure access to energy supplies, and to guard against unfair commercial practices and unsatisfactory outcomes, recognizing the diverse needs of customers, in particular the most vulnerable in society.

“As a sign of regulators’ commitment to this customer vision, today CEER has launched a 3-year rolling action plan targeted at promoting the vision,” said CEER president Lord Mogg. “By committing to the vision, we seek to ensure that the energy sector in 2020 delivers significantly better for consumers than it does today.”

The vision has been endorsed by a broad range of energy sector players. However, making the vision a reality will require decisive action by many different organizations over a number of years.