Consumer energy rights

In addition to general consumer rights guaranteed in EU legislation, consumers have a set of rights as regards their energy supply.

Consumer energy rights aim to enable consumers to get a better deal, to manage their energy use and empower them to fully participate in the transition towards new and innovative energy services.

Requirements for energy bills

Gas and electricity bills need to be clear, correct and contain useful information, such as the cost of the energy used. They should enable customers to compare offers from different suppliers, so they can switch easily if they want to.

New study on pre-contractual information and billing

The new study on “Pre-contractual information and billing in the energy market – improved clarity and comparability” analyses minimum requirements and options for standardisation of energy offers and bills that ensure increased clarity and comparability and proposes some alternative “bill designs” to achieve this goal. The study also examines the main factors discouraging energy consumers from switching, with a focus on the impact of exit fees on their decision. Covering all EU Member States plus Iceland and Norway, the study was carried out between December 2016 and March 2018 and includes a consumer survey focussing on consumers’ experiences with electricity and gas suppliers, a behavioural experiment testing different ways of presenting pre-contractual information and bill formats, as well as a review of a sample of energy Price Comparison Tools.

More information

DownloadPDF - 578 KB

DownloadPDF - 3.7 MB

DownloadPDF - 1.5 MB

DownloadPDF - 9.7 MB

Sample energy bills

The examples of electricity bills below reflect some of the best national practices in Europe and are based on the recommendations for user-friendly energy billing developed together by consumers, industryand energy regulators and endorsed by the Citizens' Energy Forum.

Below are some sample regular, annual and online electricy bill examples: 

DownloadPDF - 15.2 MB

DownloadPDF - 6 MB

DownloadPDF - 1.8 MB

Citizens' Energy Forum

The European Commission established the Citizens' Energy Forum in 2007. The Forum is a regulatory forum that meets on an annual basis. Its overall aim is to explore consumers' perspective and role in a competitive, 'smart', energy-efficient and fair energy retail market.

Citizens' Energy Forum

European Consumer Consultative Group (ECCG) sub-group on energy

The ECCG sub-group on energy is a consultative body entrusted to represent interests of energy consumers in the Citizens' Energy Forum since 2007. Members are experts on energy from European consumer organisations appointed by the ECCG.

Documents

DownloadPDF - 1.3 MB