ACM investigates policies on disconnection for non-payment: three energy suppliers commit to implementing improvements
Summary
- ACM has investigated four energy suppliers to see whether they properly comply with the rules on disconnection from natural gas and electricity.
- ACM has established shortcomings at three energy suppliers. These suppliers have committed to implementing the necessary improvements.
- In the coming months, ACM will monitor whether these suppliers properly apply the rules on disconnection of households.
Getting disconnected from electricity and natural gas can have major consequences for households. That is why energy suppliers must do everything in their power to prevent households that are not able to pay their energy bills from getting disconnected from electricity and natural gas. The Netherlands Authority for Consumers and Markets (ACM) has investigated whether four suppliers comply with these rules. This investigation was prompted by reports that these suppliers failed to do so properly. The investigation has revealed that Vattenfall fully complies with the rules, and also that it cuts the energy supply of relatively few customers. Budget Energie, Essent, and Energiedirect mostly comply with the rules, and have made commitments to ACM that they will implement the necessary improvements.
Budget Energie sometimes hurries through the procedure. Essent and Energiedirect fail to inform the municipality on time (or fail to do so at all) if a household is behind on payments and is at risk of getting disconnected. In addition, they sometimes fail to inform households that they are able to prevent disconnection by seeking debt counseling.
Manon Leijten, Member of the Board of ACM, adds: “It’s important that municipalities are informed as early as possible of households that are facing payment problems, and that are at risk of getting disconnected. Municipalities are then able to offer targeted assistance in order to prevent disconnection, for example through debt counseling. In the coming months, ACM will monitor whether the three suppliers implement the necessary improvements, and whether they correctly apply the rules on disconnection of households.” If suppliers fail to comply with the rules, households may wrongfully or unnecessarily get disconnected because they are not fully aware of what their rights are, or are not offered sufficient assistance. That is why ACM enforces compliance with these rules.
Disconnection is only possible under strict conditions
Before cutting the energy supply, energy suppliers must first send at least three payment reminders and offer an appropriate payment plan. Customers that follow the payment plan or that have sought debt counseling cannot be disconnected. Disconnection is not allowed either if it poses serious health risks to a family member. More information about disconnection for non-payment can be found on ACM’s consumer information portal ACM ConsuWijzer (in Dutch). Consumers and social counselors that see that an energy supplier may not comply with the rules can file a report with ACM ConsuWijzer.
Guidance for suppliers
Since January 1, 2026, the rules on disconnection of households that are behind on payments have been laid down in the new Energy Regulation (in Dutch: Energieregeling). These rules have been clarified, and the procedure has been tightened. For example, households cannot be disconnected if they filed a complaint about an expired invoice with their suppliers. ACM has published guidance in order to draw energy suppliers’ attention to these adjusted rules as well as to clarify the rules.
More information
More information about disconnection for non-payment? Visit ACM ConsuWijzer (in Dutch). Are you a customer or social counselor, and do you believe that an energy supplier does not comply with the rules? Please consider filing a report with ACM ConsuWijzer (in Dutch).