Clearer Energy Invoices for Consumers

The energy companies have made their invoices clearer for consumers. At the same time, further improvements in a number of areas are also necessary, according to the Netherlands Competition Authority (NMa). NMa reached its conclusion on the basis of the guidelines for clear invoices which it drew up in the middle of last year in cooperation with the energy sector. By means of these guidelines, the regulator wished to increase the clarity of invoices and, by doing so, to improve the transparency of the energy market from the perspective of consumers.

The Office of Energy Regulation (DTe), a part of NMa, took the initiative in drawing up the guidelines after receiving numerous complaints from consumers that their energy invoices were unclear. For instance, many invoices did not provide an explanation of price increases or the terms used were not explained adequately. At the beginning of this year, DTe requested energy invoices from all the energy suppliers and electricity grid and gas network managers and assessed these on the basis of the 16 criteria stated in the guidelines.

The energy invoices had improved, in particular with regard to the statement of meter readings, measurement data, consumption and the amounts payable. In accordance with the criteria, the invoices issued by the energy suppliers NRE Energie and RWE Energy Nederland, proved to be the clearest. Of the electricity grid and gas network managers, the energy invoices issued by NRE Netwerk and ENBU (the grid manager of Eneco in the province of Utrecht) were the clearest.

DTe would like the energy companies to make improvements to their invoices with regard to the specification of all the components of the transmission tariff, the explanation of terms used and the way the new monthly instalments are determined. For this reason, DTe will continue monitoring the invoices so that the companies ultimately achieve positive scores for all criteria.

Peter Plug, the Acting Director of DTe: 'If a liberalised energy market is to work, it is of considerable importance that consumers are able to choose their suppliers independently. To do so, consumers must be able to rely on accessible information which provides them with insight."

This autumn the regulator will set up a consumer panel. On the basis of the findings of the panel, DTe will tighten up the guidelines further. The regulator will then discuss the new criteria with the sector so that the energy companies have an appropriate basis for making improvements with a view to the next assessment.

The assessment of energy invoices is part of DTe's strategy to increase the transparency of the energy market. The criteria and the results of the assessment can be obtained from DTe's website.